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.

[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.

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.

Key takeaways 

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 

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.

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.

[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

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

Key takeaways from episode 4 of Seismic Sessions:

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

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.

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.

[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

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.

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.

[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.

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.

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.

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.