Episodes
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We’ve reached a tipping point where ethical organisations with a strong purpose are delivering above market returns. The digital disrupters are connecting with customers with purposeful profit, setting themselves apart from the big banks. So how can the banks keep pace? Our Accenture experts Stewart Baxter and Tim Broome discuss data-driven banking, the emerging role of the Chief Data Officer and how data is the lifeblood of banks. #DigitalBankingExperience
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The quest for purpose beyond profit is critical in maintaining customers and driving future industry dynamics in Australia. Without a long term positive purpose, organisations risk losing trust and falling behind. Trust is now more than an expectation, it’s a requirement for all industries and down the supply chain. Accenture experts Ann Burns and Jonathan Restarick join host Tim Broome to discuss how the younger generation is driving change and how organisations need to be in tune with their customers moral expectations to survive.
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The SME marketplace employs around 7 million Australians, making up almost one third of the economy and providing a huge contribution to the success and vibrancy of the Australian economy. So how can banks provide a more personalised service? It all comes down to understanding your customer. This week Accenture experts Alex Trott & Laura Valmorbida join host Tim Broome to discuss how the Neobanks are providing a more effective, tailored service.
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Superannuation is often seen as tired and boring, something we don’t need to worry about today. So how can the super industry change perceptions and engage with its members? Can they adapt with the times?
Join special guest Shannon O’Shea from smartMonday by Aon as she discusses the future of the superannuation industry and its digital evolution with Accenture experts Christian Erickson and Tim Broome.
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With the rise of digital and a world fuelled by customer experiences, the role of the CMO has never been so important. But how do organisations maximise their potential while making sure the customer always comes first? Special guest John Moran from Salesforce joins our Accenture experts Stacy Pence and Tim Broome to discuss the future of marketing in financial services.
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With consumer confidence fragile, how can Australia’s financial services redeem itself? Remediation is key but how does that work at scale? Accenture experts San Retna and Peter Beardshaw join Tim Broome to bring an international perspective and discuss trust, remediation and putting the consumer first.
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Digital banking has arrived, but will it be a force for good? Accenture experts Alex Trott and Ellie Scott join Tim Broome to discuss neobanks, digital banking and how things are set to change in Australian Banking. Disruption is coming.
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AI, augmentation, and automation are rapidly changing the workforce. But how does the nature of work itself change and what is that going to mean for future workforce?
Join Accenture experts Pia Dupont and Tim Broome as we discuss how new technology, operating models and re-skilling will define success for Australia’s financial services industry.
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Global economic trends have a great impact on Australia's financial services industry. But what forces are at play and which region does Australia follow the most? Join our Global Growth Strategy Lead Simon Whitehouse as we discuss international markets across the UK, U.S and China and more broadly Europe and Asia, and how political, technological and social changes are influencing and driving Australia’s economic future.
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"Business agility is around creating organisations that can respond to the changing environment around them. On the other hand, agile is about a tool, mindset, values, principles, and practices that help enable business agility. Listen to our experts as they explore three facets creating the imperative for change. They examine what this means for Australia's financial services organisations and four key areas in terms of measuring success."
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"It's time to peel back the layers to really understand the attitudes of Australia's bank and insurance customers. It's important for organisations to appreciate the preferences customers have around financial services - products, channels - to build up a picture of their behaviours and thoughts. Join our experts deep dive into 4 personas following Accenture's consumer survey in financial services. And think about how to engage with different customer types, using the data available. These insights are key to helping design the customer journey."
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Blockchain is considered one of the fastest growing innovations ever. Learn the difference between Blockchain and distributed ledger technology. Find out about the power of Blockchain as an enabler and the real value to transform businesses. Hear from our experts as they challenge some of the myths around Blockchain. They also explore why security with Blockchain is a significant consideration. Tune in to our podcast to hear more.
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"The risk function is being challenged by industry changes. There are digital threats and enablers. Customers’ expectations have significantly changed. Concerns around data privacy and data protection continue to intensify. Australia's financial services organisations face a huge number or regulatory compliance obligations. Also, compliance costs are on the rise.
Join our experts as they explore the role of new technologies and new infrastructures, such as Cloud, in building the future risk function. Also, they discuss the growing expectations around risk, culture and conduct risk."
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Innovation has changed and evolved over the years. It's one thing to have an idea, but the greater challenge is to successfully execute, test, and scale. There's no shortage of ideas. Australia is a nation that can generate great ideas. We've proven that over and over again. How do you take an idea, see it through, implement it, scale it, and derive benefit?
Join our experts as they discuss how different industries in Australia are taking ideas to execution. They look at what this means looking through a financial services lens in view of the rise of FinTechs.
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Whether it be internet banking fraud, identity fraud and identity theft or criminal elements to monetise, cyber-attacks of all types seem inevitable. As cyber criminals become more sophisticated in the methods they use, companies affected by ransomware are on the rise. There are several ways to get infected and many attacks go unreported. Prevention techniques can only help so much. The real answer seems to lie in how we respond. Join our experts as they explore the topic and some interesting insights around how many companies are unprepared to recover their IT systems from backups.
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As technology continues to disrupt the financial services industry, the cybersecurity challenge takes center focus as companies invest in protecting their business and consumers. Our host Tim Broome tackles the matter in-depth with security experts Dave Powell and Mark Leadbetter in our latest Embracing Technology in Financial Services podcast. Their conversation touches on a wide gamut of topics, from the evolving nature of cyber threats to new vulnerabilities created by the arrival of open banking. More importantly, they discuss how innovations with technology can enable companies to outsmart their cyberattackers while staying ahead of the security curve.
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In the race to offer custom-fit services, companies inadvertently add to the digital clutter that bombards the people they seek to serve. They risk losing consumers who look to declutter their digital lives, unless they come up with a strategic approach to truly understand and deliver customer needs.
For starters, enterprises need to consider mindful design, cognitive effort and emotional engagement in designing the right level of interaction that connects with the right people. They must also establish trust and transparency in data use to deliver positive business outcomes from personalised offerings.
Tim Broome is joined by Bronwyn van der Merwe, the Asia Pacific lead at Fjord, to discuss in detail on how companies can cut digital clutter while continuously delivering customised services. -
It's been reported that contact centres will be killed by bots, but can humans still thrive in this new age of technology? Contact centres are a large part of interacting with customers at scale and have typically been a necessary cost for organisations offering a service. Modern approaches to support customers involve interactive voice response, virtual agents and robotic process automation, but do these approaches benefit the customer or the organisation or both? The best of organisational intent focus on Customer Experience (CX), but how close do we really get to treating customers as individuals? How should organisations think about interacting with their customers, and how does this impact their employees? It’s been said that AI will be the contact centre killer, when in fact it might be the reinvention of the industry, taking the customer and employee experience to new levels. Tim Broome talks to Kelly Owens, Accenture’s Customer Insights and Growth lead for Australia and New Zealand to explore this concept further.
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DevOps, is it a tool, or a process? Or, are we actually talking about a culture? It’s all the rage right now, but is it useful, or just another set of tools and techniques? It is typically applied when Cloud technologies are used, but how does it move past being a tool and start delivering value for the organisation? How do you ensure its fully utilised and measure its benefit? Tim Broome is joined by Accenture expert guests Ajay Nair and Harshu Deshpande to discuss where DevOps is currently, and where we see it going in the future. They investigate the key learnings that help make using DevOps useful and range of factors required to ensure its success. Noting that, behind disruption there's people, and unless an organisation’s people have the right mindset they won’t adopt
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Companies within the financial services sector are looking for opportunities to simplify their technology landscape. This can often be extremely complex, leaving them the choice between addressing either revenue and/or cost. It’s far easier to start by reducing cost, but how can they do this without losing sight of the customer? How can they use technology to support that agenda? A good place to start is to consider what can be done in relation to mainframes and the use of platforms, how to leverage Cloud and remove the need for data centres. Work can also be done around DevOps and more broadly, operations automation. Tim Broome is joined by John Harris, Accenture’s Technology Consulting lead for Asia Pacific, to explore the cost pressures on the financial services industry and how technology is really helping to alleviate some of those concerns.
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