hearsay social 2016 innovation summit keynote

@clarashih #hearsaysummit

CLARA SHIH

THE OMNICHANNEL CLIENT AND THE OMNICHANNEL ADVISOR

Clean up



CONSTANTLY CONNECTED CONSUMERS

DATA ANALYTICS

IMPLICATIONS FOR BUSINESSES



MEET MOLLY, A MILLENNIAL


MOLLY IS CONSTANTLY CONNECTED


HERE IS MOLLY’S CLIENT JOURNEY…


Step 1 DISCOVER


Step 1 DISCOVER

Step 2 RESEARCH & VALIDATE


Step 1 DISCOVERY


Step 3 REACH OUT


Step 1 DISCOVERY


Step 4 LEARN & ENGAGE Step 3

REACH OUT


THE UNFORTUNATE REALITY

Step 1 DISCOVER



Step 1 DISCOVERY


Step 3 REACH OUT

THE UNFORTUNATE REALITY


VISUAL OF

MOLLY’S FACE

JOINING

THOUSANDS

OF OTHERS?

IT’S NOT JUST MOLLY AND MILLENNIALS... THIS JOURNEY HAS BECOME UNIVERSAL


IT’S NOT JUST MOLLY AND MILLENNIALS... THIS JOURNEY HAS BECOME UNIVERSAL

VISUAL OF

MOLLY’S FACE

JOINING

THOUSANDS

OF OTHERS?


TODAY, CLIENTS HAVE

ALL THE POWER


ADVISORS MUST ADAPT TO THE NEW OMNICHANNEL CLIENT JOURNEY

Step 1 DISCOVERY


Step 4 LEARN & ENGAGE Step 3

REACH OUT

Step 5 REVIEW & REFER


FIRMS NEED TO ENABLE THE OMNICHANNEL ADVISOR

SOMEHOW SHOW

EACH OF THE

VISUALS FOR

SOCIAL, TXT, MAIL,

SITES ALL ON THIS

SLIDE


YET MOST ADVISORS HAVE BEEN LEFT BEHIND

DIGITAL DIRECT (EG, ROBO, MOBILE BANKING)

EXISTING ADVISORS & BRANCHES


John Feinsmith Financial Advisor


SOCIAL SELLING

CRM

WEBSITE EMAIL COMPLIANCE



DATA ANALYTICS



TRADITIONALLY, MOST CLIENT OUTREACH EFFORTS LOOKED LIKE THIS


BUT DIGITAL INTERACTIONS à BIG DATA à INCREDIBLE INSIGHTS


Body Language Digital Signs Verbal Cues


CONNECTING SILOS YIELDS EVEN GREATER INSIGHTS

LEADS

CLIENT RECORDS

COMPLIANCE RECORDS

ADVISOR-CLIENT

COMMUNICATIONS Social, Text, Email, etc


YOUR ADVISORS NEED EVERY ADVANTAGE

ROBO

REGULATION

CLIENT RELEVANCE



DATA ANALYTICS



HEARSAY’S MISSION:

MODERNIZE FINANCIAL SERVICES SALES FORCES WITH A COMPLETE, COMPLIANT DIGITAL TOOLKIT

AND PREDICTIVE ANALYTICS


COMPANY HIGHLIGHTS

o  Founded in 2009; raised $51M venture capital.

o  Based in San Francisco; power omnichannel advisors across 22 countries.

o  Focused 100% on financial services.


HEARSAY ENABLES OMNICHANNEL ADVISORS WHO CAN SERVE TODAY’S OMNICHANNEL CLIENTS

SOMEHOW SHOW

EACH OF THE

VISUALS FOR

SOCIAL, TXT, MAIL,

SITES ALL ON THIS

SLIDE


HEARSAY ENABLES OMNICHANNEL ADVISORS WHO CAN SERVE TODAY’S OMNICHANNEL CLIENTS

SOMEHOW SHOW

EACH OF THE

VISUALS FOR

SOCIAL, TXT, MAIL,

SITES ALL ON THIS

SLIDE

Connected Accounts


ANIMATE SIGNALS: HAND

DRAWN ALERTS THAT JANE

OPENED YOUR EMAIL,

FRAN HAD A BABY, BOBBY

VISITED YOUR WEBSITE

(STICK FIGURE FACE +

HAND WRITTEN SIGNAL)


WHO OWNS SOCIAL AND DIGITAL?


SOCIAL AND DIGITAL ARE EVERYONE’S JOB


SALES MANAGEMENT

1. Lead by Example

2. Manage to metrics

3. Integrate into methodology


MARKETING


There are costs and risks to a program of action, but they are far less than the long range

risks and costs of comfortable inaction.

― John F. Kennedy

IT AND COMPLIANCE


The biggest risk is not taking any risk.

—Mark Zuckerberg


Frequent advisor touch points are

greatest predictor of client NPS and

loyalty


SOCIAL SELLING

CRM

WEBSITE EMAIL COMPLIANCE


Existing Agents & Branches ü  Email ü  Web ü  Social ü  Text

EMPOWERED Omnichannel

Agent

TO SURVIVE, WE MUST BRING ADVISORS ALONG IN THE DIGITAL TRANSFORMATION

EMPOWERED OMNICHANNEL ADVISORS DIGITAL DIRECT


CLARA SHIH

BOOK SIGNING @ 3PM DOWNSTAIRS

hearsay social 2016 innovation summit keynote

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