Interactive Workshops: Monday, 14 August 2017

0:00 AM - 0:00 AM Workshop A: Identifying A Strategy To Enable Customer Journey Mapping

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Customer buying behaviors and preferences are changing through the financial services industry. These changes present both challenges and opportunities for all sectors of financial services. During this workshop, we will investigate the customer journey, how to face the challenges inherent in a rapidly changing market and how to benefit from deep understanding of different customer segments.

  • Identifying changing buying behaviors and the challenges faced by users
  • Customer retention, staying relevant and continuing to add value
  • Distinguishing between brand preference, product purchasing, innovation adoption, channel use and technology uptake in order to target product offerings
  • Understanding customers’ perception of product value and accurately aligning product prices, placement and availability with each customer segment


0:00 AM - 0:00 AM Workshop B: Learning From A ‘200-Year Old Start-Up’ Culture To Overcome Regulatory Challenges And Enable Digital Innovation

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Most banks and financial institutions today are plagued with regulatory commitments hinder innovative developments from spurring within the organization. The size of the organization correlates with the size of bottlenecks created by the regulations. With digital innovation at a point where regulators and companies approach initiatives precariously and increasing uncertainty, Nissanka Janaratne, who leads Westpac’s Start-Up cell will run you through how his team uses design thinking tools and techniques to overcome regulatory challenges to spark an innovation culture at your organization.

  • How to use customer personas and job to be done design tools to highlight customer pain points to the compliance officer
  • How to use customer journey mapping to walk the compliance officer through the proposed journey to identify regulatory issues
  • Overcoming regulatory challenges with rapid prototyping


0:00 AM - 0:00 AM Workshop C: Robo-advice 101: Understanding The Possibilities And Pitfalls With Implementing This Revolutionary Technology

Jason Andriessen, Chief Customer Officer, StatePlus
Robo-advice is a term that’s been increasingly catching on in the market but very few institutions know its actual potential. Moreover this technology must be approached with great strategic precaution to implement it seamlessly into traditional business operations. This workshop will be run by Jason Andriessen, Chief Customer Officer of StatePlus who will leverage the organization’s proprietary research into this space to provide a guided discussion that lends insight into:

  • The capabilities of robo-advice and how it might be adopted by financial services organizations
  • How adopting robo-advice will reduce cost of acquisition of customers
  • Managing customer inhibitions around digital advisory service to ensure trust and embracement by the market
  • Regulatory challenges with adopting this technology and how one might overcome them


Jason Andriessen

Chief Customer Officer