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.

18 OCT

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

35 min
4 OCT

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.

40 min
20 SEPT

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

37 min
11 SEPT

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

39 min
15 AGO

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.

52 min
8 AGO

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

41 min
12 JUL

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

34 min
14 JUN

4: The Value of Community

In this episode of Seismic Sessions, the discussion revolves around the role of community in financial services, exploring the impact of hybrid working on in-person events and communities and predicting how communities will evolve in the future. Hosts Rachael Rowe, RVP at Seismic and Gemma Livermore, International FS Marketing Lead at Seismic, are joined by guests Clare Bayley, Marketing Manager at Evelyn Partners; and Tony Margiotta, Global Head of Membership at Rise, Created by Barclays Show notes Key takeaways from episode 4 of Seismic Sessions: Tremors: The financial services sector was once siloed, excluding outsiders. Recently, community development has improved connectivity and collaboration, fostering a vibrant industry ecosystem. It has broken barriers, promoting diversity and supporting growth, enhancing connections and insights within FinTech and beyond. Epicentre: Communities in the financial services industry have evolved to become more externally facing and inclusive. The industry now works together more collaboratively, driven by changing customer demands and a focus on customer service. The impact of hybrid working has also influenced the shift towards virtual interactions and inclusive events. Aftershocks: Looking forward, the future of communities will be more digital-based yet retain importance of physical gatherings and connections. Businesses must adapt beyond traditional formats and leverage improved digital platforms to facilitate interactions. Jump into the conversation: [00:05:35] Community building in financial services [00:09:11] Building a supportive community [00:12:36] Inclusive communities for ex-military [00:16:35] The power of community events [00:22:06] The impact of COVID on communities [00:27:34] The future of communities [00:37:17] Inclusion in building communities

38 min
17 MAY

3: Embedded Compliance

In this episode of Seismic Sessions, hosts Gemma Livermore, International FS Marketing Lead at Seismic, and Rachael Rowe, RVP at Seismic, are joined by Madison Gray, Director of Investment Management Compliance at BNY Mellon and Hannah Pring, Chief Compliance Officer at Lockton, delve deep into the critical role of embedded compliance within the financial services industry. The discussion dives into how compliance has evolved from its traditional, reactive roots to become a proactive, integral part of business strategy and operations today. It emphasises the ever-changing role of compliance within the financial services sector, highlighting the importance of collaboration and technology in shaping its future. Additionally, the narrative accentuates the continuous journey of adaptation and advancement facing both compliance professionals and the wider financial services industry. Show notes Key takeaways from episode 3 of Seismic Sessions Embracing learning and adaptation: Provide guidance and enable employees to excel in their day-to-day roles to improve productivity, even in remote, hybrid, and global work environments. Evolving expectations and time management: Learn how to optimise your time and manage expectations in a world where quick responses from ChatGPT are the norm. Collaboration as a catalyst for success: Foster open lines of communication to leverage collective knowledge and expertise,making more informed decisions, identifying innovative solutions, and driving positive outcomes. Jump into the conversation: [00:06:39] How the financial crisis impacts compliance [00:08:26] The importance of compliance and regulatory accountability [00:12:24] Global compliance challenges [00:16:43] Why automation is valuable in compliance processes [00:22:07] How compliance as a catalyst for innovation [00:25:45] How AI can help [00:28:47] How AIimpacts work-life balance [00:32:36] The future of compliance collaboration

33 min
11 ABR

2: The Importance of Marketing as a Role in a Downturned Economy

In this episode of Seismic Sessions, hosts Rachael Rowe, RVP at Seismic, and Gemma Livermore, International FS Marketing Lead at Seismic, are joined by Caroline Ericsson, UK Head of Marketing and Communications at ABN AMRO, and Aimée Cole, Head of Marketing at ClearBank, to discuss the importance of marketing in a downturned economy. This episode focuses on marketing strategies for challenging economic times, how to strike the balance between creativity and regulation in financial services marketing, and the importance of enablement technology for both compliance and innovation. Show Notes Key takeaways from the episode: Marketing in Economic Fluctuations: When reflecting on personal experiences with marketing during economic ups and downs, it was clear that whilst there are benefits of having larger budgets during good times, there runs a risk of a team growing too quickly and becoming bloated. The need for marketing generalists was emphasised, enabling a team to be able to adapt to do more with less, regardless of the economic climate. Technology's Impact on Marketing: Technology, particularly AI and enabling tech, has allowed for hyper-personalisation in marketing and has elevated the CMO role into the boardroom; while technology is powerful, the human element remains crucial in decision-making. Investing in Marketing for the Future: The consensus was clear that cutting marketing budgets during downturns is a false economy. Investing in marketing is essential for growth, and companies that continue to invest in marketing are likely to outperform those that don't in the long run. Jump into the conversation: [00:03:32] Marketing in a downturned economy. [00:04:42] Marketing in economic fluctuations. [00:09:13] Creativity in marketing landscapes. [00:12:45] Hybrid working in marketing teams. [00:16:03] Knowledge sharing in remote work. [00:19:48] Technology enabling marketing evolution. [00:24:23] Hyper-personalization in marketing. [00:28:28] Marketing investment for future growth. [00:33:27] Marketing as an enablement factor. [00:34:19] Streamlining in marketing strategies.

36 min
28 FEB

1: How Coaching Technology is Bridging the Gap for DEI

In the first episode of Seismic Sessions, host Gemma Livermore, International FS Marketing Lead at Seismic, is joined by guests Rachel Rowe, Regional Vice President at Seismic, Deon Pillay, Head of Marketing Operations at LGIM, and Victoria Edwards, Regional HR Leader for Asia at Locktons. The group delves into the world of Diversity, Equity, and Inclusion (DE&I) in the financial services industry, discussing the seismic shifts happening in the industry and the importance of enabling employees. The episode also explores the value of diverse voices and the role of coaching and mentoring, and also how technology for learning and coaching is bringing the gap for inclusion in the financial services industry. Show notes Key takeaways from episode 1 of Seismic Sessions The importance of enabling employees: The discussion in Episode 1 emphasises the significance of putting associates at the heart of every decision and ensuring they are supported and enabled from onboarding onwards.. By prioritising their well-being and growth, organisations can create a positive impact on both their employees and clients. The value of diverse voices: The guests highlight the need for diverse perspectives at all levels of the organisation. They caution against simply appointing a chief diversity officer without empowering individuals to drive meaningful change. By embracing diversity and inclusion, businesses can harness the power of different perspectives and experiences, driving innovation and success. Reshaping the financial services industry: DE&I initiatives are causing seismic shifts in the financial services industry. In this movement, enablement technology plays a crucial role as a key driver. By recognising the importance of DE&I and implementing frameworks and principles that align with these values, organisations can navigate the industry's changing landscape, stay relevant, and make a positive impact. Jump into the conversation: [00:00:46] Enablement in financial services. [00:03:40] Lack of support for women. [00:10:35] The importance of diversity. [00:13:51] Looking beyond the tick box. [00:14:47] Inclusion. [00:19:04] Reverse mentoring and corporate communication. [00:21:46] Inclusion and career opportunities. [00:25:46] Trust in hybrid working. [00:29:44] Belonging.

33 min
16 FEB

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.

1 min

16 FEB

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.

16 feb

•

1 min

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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Seismic Sessions