Seismic Sessions

Seismic Sessions

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Seismic Sessions

This is Seismic Sessions: Enabling the Financial Services Industry - a podcast show dedicated to two things, revenue enablement and the Financial Services sector. Join us as we feature experts and leaders across the Financial Services industry, who discuss innovative and impactful ways to sell, market, and deliver, memorable client experiences through enablement.

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12: Starting Your Enablement Journey

In this episode of Seismic Sessions, hosts Gemma Livermore and Rachael Rowe are joined by Morgane Keo Kasal and Gaétan Oyon from Syz Group, to discuss the latest content distribution strategies and innovations in private banking. They highlight the journey of transforming their own content automation, overcoming challenges in technology adoption, and the anticipated improvements in efficiency and client relationships. Key takeaways Tremors: In a pre-automated world, client relationship managers at Syz Group faced significant challenges when endeavouring to service their customers. The fragmented state of their content, including its inconsistent formatting and disparate location across the business, together with wider inefficient internal processes, meant managers spent much of their time searching for, amending, or creating new bespoke content, rather than focusing on value-adding client engagement. This triggered a realisation of the benefits of automation and customisation, particularly regarding pitch books, plus the broader potential of envisioning a comprehensive content enablement strategy, to replace solving isolated issues with point solutions. Epicentre: Syz Group has used the initial automation of pitch books as the catalyst to create a centralised content platform that not only serves as the golden source for the business but also enables wider content automation and distribution use cases in the future, including client content subscriptions based on themes. While already realising the transformative impact this initiative will have on both internal operations and client-facing activities, their focus is also on implementing a data-driven approach and proactively using available analytics to accurately measure these efficiency gains. Aftershocks: Looking forward, there is an important focus on change management and user adoption, ensuring all stakeholders and internal teams are supported and trained during the transition, and experience a new-found confidence in their roles as a result of better enablement. There is an optimism for the platform's role in wider business growth, and a belief that it will showcase the organisation as true innovators, encouraging other institutions to collaborate and partner with them. Jump into the conversation 00:01:23 - Defining Enablement in Private Banking 00:06:07 - Initial Expectations and Discoveries 00:07:09 - Life Before Automation 00:09:50 - Change Management 00:16:03 - Future Outlook and KPIs 00:17:03 - Measuring Efficiency Gains 00:20:51 - Impact on Personalisation and Client Interaction 00:21:01 - Future Growth and Breaking Down Silos 00:23:34 - Ensuring Continuous Improvement 00:26:04 - Vision for Future Business Growth

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11: How End-to-End Customer Journeys Generate Profitability and Growth in B2B Sales

In this episode of Seismic Sessions, hosts Gemma Livermore and Rachael Rowe are joined by Nils Hafner from Luzern University of Applied Sciences and Art, and Adrian Whelan from Brown Brothers Harriman. They discuss modernising B2B sales in Financial Services by enhancing customer experiences and improving sales processes. Together, they explore topics such as transitioning from a multi-channel to multi-experience approach, the reasons for end-to-end customer journey failures, and the importance of breaking down silos between marketing, sales, and service divisions. Show notes Key takeaways Tremors: Customer journeys have evolved significantly over the last decade. Historically, businesses followed a multi-channel approach, where financial institutions structured their operations around individual channels. These channels operated in silos, each responsible for its own set of marketing, sales, and customer service tasks often leading to a disjointed customer experience, where clients felt like they were dealing with different entities rather than a unified firm. The onus on customers to engage with firms through the institutions’ preferred channels meant customer needs were not adequately catered to, prompting the industry to shift towards a more integrated and customer-centric approach that focused on delivering a seamless and cohesive multi-experience journey. Epicentre: The industry has made strides to improve the customer journey, but still faces its share of challenges. There is an ongoing transition from traditional multi-channel approaches to more integrated multi-experience strategies. Efforts are being made to integrate marketing, sales, and service functions to improve collaboration, data sharing, and to present a cohesive experience to clients. However, the necessity of compliance and risk management is often seen as a barrier to innovation. Aftershocks: Delivering a seamless and frictionless customer experience in the B2B Financial Services sector is pivotal. Firms need to integrate more personalised, data-driven approaches and use advanced analytics to tailor their interactions to customer needs. The adoption of AI and automation will help them streamline their processes andmake the customer journey more seamless and efficient. Their AI strategies should include driving a more proactive and predictive approach to customer support by using insights to address potential issues before they arise, Jump into the conversation: [00:04:07] - The evolution of customer journeys [00:06:00] - Drivers of the multi-experience transition [00:07:02] - The impact on the asset management industry [00:11:45] - Regulatory challenges in customer journeys [00:15:19] - Regulatory and compliance impact [00:25:57] - Breaking down silos for future success [00:27:57] - Leveraging technology in asset management [00:30:23] - Blue sky thinking: The future of the industry

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10: Protecting the Brand

In this episode of Seismic Sessions, the focus is on the evolution of brand in the financial services industry. Join the discussion with hosts Rachael Rowe and Gemma Livermore, Seismic, and guests Alanna Nensel, Global Head of Brand, Creative, and Digital at Janus Henderson Investors, and Maddy Albon, Brand Manager at Peel Hunt, as they delve into the impact of AI, the significance of a centralised brand asset platform, and the necessity of understanding diverse target audience needs across multiple markets and regions. Show notes Key takeaways Tremors: The episode delves into evolution of brand - from a logo and colours to a more inclusive approach, highlighting the need to consider how audiences connect with brands across diverse platforms, including podcasts, videos and written content. With this multi-channel aspect, brands can effectively engage and resonate with their target market. Epicentre: Brands are encountering challenges that highlight the importance of having a centralised source of truth to maintain brand consistency. As digital tools continue to offer valuable insights into audience preferences, they are also becoming more essential in monitoring the effectiveness of branding efforts. Aftershocks: Looking ahead, AI is seen as an essential tool for driving personalisation and creating experiences that resonate with the target audiences, especially when targeting multiple segments. This shift highlights the collaboration between human input and AI, emphasising a thoughtful approach to using AI effectively. Jump into the conversation: [00:03:04] Automation in branding strategies. [00:07:19] Brand evolution and growth. [00:08:44] Evolution of brand perception. [00:13:20] The evolution of branding. [00:15:25] Branding colours in the industry. [00:24:46] Protecting your brand online. [00:28:20] AI for brand control. [00:31:37] The human element. [00:39:17] Inclusion and feedback.

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9: The Evolution of Commercial Roles in Financial Services

Episode description Jen Adams, Chief Commercial Officer at Virgin Money Investments, and Michelle Booth, Head of Growth, Activation and Innovation at Lloyds Banking Group, join our hosts to discuss the evolution of commercial roles and team dynamics within financial services. The conversation will explore how breaking down silos between commercial and customer departments leads to success. Show notes Key takeaways Tremors: Historically, commercial departments in FS firms were hierarchically and functionally siloed. Each individual department often had their own sometimes conflicting silos to contend with, before considering those that existed on a broader level between departments. Hierarchical structures also resulted in many layers of communication to accommodate and multiple stakeholders to manage, bringing inefficiencies which negatively impacted collaboration, planning and forecasting, adoption of digital transformation, and customer satisfaction. The emergence of progressive FinTech startups with agile operational models, together with the need for existing firms to meet new regulatory requirements, stress-tested these traditional operating models, and forced businesses to start evolving their approach. Epicentre: With many large teams used to working in a more linear and siloed way, there is a focus now on how firms can foster good behaviours as much as skill sets within their teams to break down departmental barriers, encouraging an integrated, multi-skilled and collaborative approach to working. By embracing diverse perspectives and skill sets of different teams around a common purpose or task, within a more workshop-oriented environment, it not only creates stronger outcomes but also builds team confidence to use AGILE ‘learn by doing’ methodologies. Aftershocks: Moving forward, firms should encourage a broader range of cognitive diversity within their teams, including creatives and experts from non financial industry verticals to drive stronger outcomes for the business and their clients. Firms should also aim to align the right efficiency tools, platforms and processes, alongside human skill-building, to truly maximise team value creation. Prevalent issues such as sharing information effectively, adapting to hybrid work settings, and balancing specialised skills within go-to-market teams need to be resolved to ensure better organisational efficiency. Finally, to drive the most effective working environment and empower talent, firms should create a culture that always encourages innovation, fosters continuous improvement, and promotes the testing of new ideas even if they fail. Jump into the conversation: [02:30] The Evolution of Financial Services [04:28] Challenges of Traditional Structures [06:09] Customer-centric Transformation in Organisations. [09:20] Modern Approaches to Team Building [12:13] The Role of Diversity and Inclusion [20:42] Breaking Down Internal Silos. [24:23] Future of Integrated Teams [36:16] Integrated Team Collaboration in Banking

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8: The Hedgehog Theory for Enhancing Team Performance

In this episode of Seismic Sessions, hosts Rachael Rowe and Gemma Livermore are joined by Zarina Ward, Global Chief People Officer at Verian, and Andrew Salmon, Director at Alpha FMC. They discuss team building in Financial Services, the concept of 'hedgehog teams,' and how to combine diverse skills to enhance team performance and drive business success. Show notes Tremors: Traditionally, sales and marketing teams within financial firms were hierarchically structured and functionally siloed. Specialists worked in isolation, creating both disconnection and reduced productivity. This resulted in a lack of collaboration, high resource consumption, and unclear performance metrics. Advances in technology were frequently overlooked by these teams, limiting their scalability. Combined with a generational shift toward a more flexible, collaborative, and interconnected working environment, these constraints emphasised the need for a more integrated and diverse approach to team organisation and skill development. Epicentre: The industry has recognised a need to focus on aligning the strengths and passions of employees with the needs of their roles to create more motivated teams. The hedgehog theory, in particular, prioritises the creation of different skill ‘spikes’ within a team to enhance collaboration, improve job satisfaction, utilise diversity, increase efficiency, and ultimately lead to better overall performance. Aftershocks: Moving forward, firms need to engage in more open conversations about individuals' goals and their future progression within the team and wider business. Teams should create learning strategies that offer employees more flexible career paths, focusing on developing their desired skill sets. This approach will foster true diversity of talent within teams. Recruitment heads should, therefore, keep an open and curious mind when hiring, basing decisions on the dynamic range of skill sets available rather than those that fulfil more outdated, rigid requirements. Jump into the conversation: [00:01:57] Traditional team structures [00:04:45] Generational shifts in work preferences [00:07:35] The hedgehog theory [00:07:35] Diversity and inclusion in team building [00:11:33] Modern approaches to team building [00:15:06] Technology enablers [00:17:05] Evolution of cultural intelligence [00:25:20] Continuous learning and loyalty [00:35:25] The future of team building and embracing Hedgehog Teams

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7: The Evolution of Product Strategy in FS and the Impact AI Will Have on the Future of It

This episode explores product strategy evolution and AI's future impact in financial services. Hosted by Gemma Livermore, International FS Marketing Lead at Seismic and Rachael Rowe, RVP at Seismic, along with guests Conrad Ford, Chief Product & Strategy Officer at Allica Bank, and Kerry Ryan, Senior Director, Financial Services Industry Strategy & Marketing at Seismic, the discussion highlights the importance of creating personalised content, understanding client needs, and the vital role of humanising sales experiences in sales technology adoption. Show notes Evolving Strategy in Financial Services: The conversation highlights a pivot in the financial services sector towards a technology-driven, product-centric model that values client enablement. Emphasising the convergence of digital innovation and tailored services, the discussion navigates the landscape wherein customer enablement becomes synonymous with intuitive digital solutions. The pivot demands a symbiotic combination of FinTech creativity and the solid acumen of traditional financial services, with AI deployment being a critical, yet cautiously explored component in augmenting client experiences and streamlining operations. Human Touch Amidst Digital Advancements: Amidst the wave of digital transformation and automation within financial services, the essence of human interaction persists as a cornerstone of customer satisfaction. The discussion stresses that while self-service is facilitated by seamless digital interfaces, the gravity of personal interaction, especially for consequential decision-making, remains intact. Striking a delicate balance between incorporating cutting-edge technology and preserving the human element is paramount in a hybrid work environment in order to fulfil customer demands for personalised services. Agility in Response to Regulation and Customer Needs: When confronting stringent regulations and evolving customer expectations, the financial services industry is urged to embrace agile methodologies. Speakers discuss the adoption of incremental improvement strategies that pivots towards customer-oriented solutions and the considered integration of AI, not just to serve compliance, but to advance growth and cement trust. When put into practice, this kind of business agility enables financial services to smoothly transition through regulatory landscapes and consumer demands, mitigating risk and ensuring a responsive, forward-looking stance. Jump into the conversation: [00:04:41] Evolution of product strategies. [00:08:31] Balancing technology and finance. [00:18:43] AI in financial institutions. [00:20:57] Personalising customer experience. [00:27:06] Impact of hybrid working model. [00:30:12] Customer-focused mindset and regulation. [00:35:20] Leveraging tech in the banking industry. [00:40:19] Encouraging adoption of new technologies [00:43:22] Peer-to-peer learning and sharing. [00:48:29] Customer centricity.

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6: How Wealth Managers Can Use Tech to Navigate Consumer Duty

In this episode of Seismic Sessions, hosts Gemma Livermore and Rachael Rowe are joined by industry experts Anthony Scammell, Adviser and Client Services Director at Quilter, and Thomas Howard, Group Senior Lawyer at Vanquis Bank. They discuss the FCA’s new Consumer Duty and the impact it will have on Financial Services. The conversation explores the benefits of the new standard from a customer perspective and practical steps that firms can take to implement it, including how wealth managers can utilise technology to aid in their compliance of the Duty and ensure wider business growth. Show notes Key takeaways Tremors: While pre-existing FCA principles required a focus on customer needs and customer fairness, there was an inconsistent approach in how firms applied these principles. Results of an FCA survey revealed a lack of public confidence in Financial Services firms and triggered a prioritisation of Consumer Duty by the FCA to enforce higher standards. Epicentre: The implementation of the new Consumer Duty standard signifies a shift toward a more customer-centric approach, focusing on fair outcomes for clients, clear communication methods, and client empowerment, underpinned by transparency and evidence. Wealth managers are starting to prioritise the designing and delivering of products, services, and information with customer needs at the forefront. That way, they can restore trust and confidence, improve the client experience, and compete more effectively. As part of this effort, firms are looking at how they can utilise technology across the business to enable their success. Aftershocks: Wealth managers need to implement strategies that break down silos between departments in order to meet the new Consumer Duty requirements. The adoption of technology will be essential to empower the entire customer-facing organisation, support go-to-market activities and ensure a seamless end-to-end customer journey. Jump into the conversation: [00:03:06] - The traditional approach to client care [00:06:00] - The motivation behind Consumer Duty [00:06:00] - Evolution vs. revolution in regulation [00:10:43] - Adapting to new Consumer Duty standards [00:17:27] - Improving the client experience [00:25:09] - Breaking down silos with technology [00:28:01] - The role of AI in wealth management [00:30:47] - Key recommendations for wealth managers [00:36:39] - Future implications of the Consumer Duty

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5: Enablement for Learning and Coaching

Seismic’s Gemma Livermore and Rachael Rowe come together to discuss the evolution of learning and coaching in financial services. They’re joined by guests Nicki Auret, HR Director at ICBC Standard Bank, and Monica Stancu, Senior Diversity and Inclusion Manager at Lloyds. The episode explores how ongoing skill development, personalised coaching, and new technologies can create a dynamic learning environment that supports individual career progression and overall organisational success. Show notes Key takeaways from episode 5 of Seismic sessions: Learning and coaching evolution: Traditional learning methods don’t accommodate different learning styles, individual needs, or a desire for ongoing education. Modern learning and coaching methods change this reality. Organisational learning adaptation: Organisations should anticipate evolving needs related to the employee life cycle and generational demands. Because of a trend towards more varied career paths, continuous learning and skill development are more important than ever for career flexibility and retention. Learning methods need to be empathetic, purpose-driven, and flexible. They should also be combined with a culture that supports both internal career progression and the development of varied skill sets to boost engagement and growth. Integrating AI into employee training: Prioritising human-centric productivity in the digital world is essential. For example, employee training that incorporates AI can deter them from seeking external solutions. The future of work should focus on continuous, personalised learning that fosters career growth and matches both organisational and personal ambitions. Jump into the conversation: [00:01:11] How learning in finance has evolved [00:04:53] The importance of continuous learning in training [00:09:40] The learning and coaching evolution [00:13:29] How lifelong learning impacts career change (and vice versa) [00:16:40] What portfolio careers and retention rates are like [00:20:16] How to cultivate a digital-first culture [00:25:25] How to manage AI bias and generational expectations

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Teaser: This is Seismic Sessions

This is Seismic Sessions: Enabling the Financial Services Industry — a podcast dedicated to two things: revenue enablement and the Financial Services sector. Join us as we feature experts and leaders across the Financial Services industry who discuss innovative and impactful ways to sell, market, and deliver, memorable client experiences through enablement.

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This is Seismic Sessions: Enabling the Financial Services Industry - a podcast show dedicated to two things, revenue enablement and the Financial Services sector. Join us as we feature experts and leaders across the Financial Services industry, who discuss innovative and impactful ways to sell, market, and deliver, memorable client experiences through enablement.

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