the soft side of numbers: improving performance in the financial services industry
DESCRIPTION
Keynote presentation delivered at a Financial Services Conference in Nairobi, Erik Vermeulen talks about how people and technology can interact to improve performance in the banking and insurance industries.TRANSCRIPT
The Soft side of Numbers
Presented by Erik Vermeulen.
Oracle, Nairobi, May 2011
Below is a column of numbers. They are in base 10. Add them in your head as quickly as you feel comfortable.
1000 401000 301000 20
1000 10
The correct answer is
4100
•Opened accounts with USD 4000•PO Box•Regular wire transfers from abroad•Large deposits, with small withdrawals•No regular living expenses•No monthly patterns of deposits•No savings accounts or deposit boxes•High ratio of cash withdrawals to cheques issued
•Men•26 - 35•Own a mobile phone•Student•Rent and not own a home•Muslim name•NOT HAVE LIFE INSURANCE
In 2010 Kenyan Banks lost over 2.9 Billion Shillings.
In 2009, Kenyan Insurance Companies paid out 30.6 Billion Shillings, of which 30-40% is feared to be fraudulent claims.
HOW?ID theft, EFT, Bad cheques, Loan fraud, document forgery, investment scandals.
Fraud
Integrity
Connected
My life as seen by ME
My life as seen by my BANK
Trade 1950
Research 1960
Mail 1970
Phone Calls 1980
E-mail 1994
SMS 2001
24 hours
+8 000 000 000 day
+2 000 000 sec
1950’s: Weeks
1960’s: Days
1970’s: Minutes
1980’s: Now
1990’s: 24hrs
2000’s: Instant
CRM
Service
Service = Experience - Expect
The Service Equation
CRM
The Service EquationPeople expect only two things1. That you know they are there2. That they made the right choice by coming to you to satisfy the need
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Thank You
