The online rebel jam is a joint effort of Rebels at Work, and Corporate Rebels United  and being sponsored by Cisco IBSG, who is contributing both speakers and the WebEx collaboration and communication platform that enables this global virtual event.

It’s easy to be an innovator and entrepreneur in start-up, but not so inside large organizations — companies, government agencies or healthcare systems. The competencies and mindset you need to create change and succeed are different for rebels inside the organization.

The good news is that in today’s hyper-connected world we have the possibility to join forces -- across distances and time zones -- and create a critical mass of change agents capable of accelerating innovation and transformation globally.

That’s why we’re holding a free, online 24-hour Rebel Jam with fascinating speakers, inspiring entertainment and provocative discussions every hour, with hosts from Europe, North America and Asia. Our aim: empower the rebel to be able to create positive change, understanding the considerable risks and challenges that will arise.

On May 30-31, 2013, Rebels at Work and Corporate Rebels United will hold a 24 hour on-line Rebel Jam via WebEx. All you’ll need is to be able to connect to the Internet and clear your calendar. Read More »

Tags: Cisco, events, IBSG, innovation

The wealth management industry is under transformation. In an effort to win back trust, attract new customers and retain existing ones, firms are investing in new collaborative technologies that support their business model transformation from transactions to interactions focused on client centricity. Various McKinsey research and studies have shown that those who adopt more client-centric tools and processes can increase revenues up to 20 percent and profitability up to 2.5 times. Cisco’s own research has shown that wealth management firms that adopt client centric tools such as video can reduce client attrition, especially for the critical under-55 segment. Part of this transformation involves investing in video capabilities that enable firms and their experts to touch more customers, more often and in a more intimate manner than voice and email do today.

Getting the right expert to the right customer, at the right time is crucial in being able to offer superior customer service and improve cross-sell and up-sell rates. Another critical, competitive differentiator is embedding video capabilities into the mobile channels and applications customers already use. Read More »

Tags: Cisco, collaboration, customerexperience, Financial Services, omnichannel, video, wealth management

We had a great time at the recent 10th Annual High Performance Computing Linux for Wall Street event in New York on April 8, 2013. This year’s HPC conference focused on speed and cutting-edge advances in network visibility, analytics, and instrumentation. Some of the brightest minds in the financial services industry were in attendance to learn about and discuss the latest technology innovations that help financial trading firms gain a competitive edge.

I was fortunate to take part in a panel at this year’s conference which discussed how the acquisition and monitoring of data can enable firms to manage risk and compliance in the enterprise. The panel was comprised of moderator Paul Jameson, Managing Director, Global Financial Services, Cisco Systems; Donal Byrne, CEO, Corvil; Jean Hill, Managing Director, Alvarez & Marsal; and Bruce Cooper, CTO of Liquid Holdings and COO of Green Mountain Analytics.

We covered a lot of information during the conference, but our panel discussion addressed these key topics:

• Challenges and approaches to establishing low latency at scale.
• Gaining and applying intelligence to optimize trade strategy execution through analytics and instrumentation.
• The evolving importance of programmability within the network and software defined networks evolution and application in high performance trading. Read More »

Tags: analytics, financial markets, HPC, low latency, trading fabric

Cisco’s Financial Services Industry Marketing team is pleased to welcome a monthly contribution from industry professionals sharing their insights and observations on key trends in the Financial Services industry. The opinions expressed in these posts are those of our welcomed guests and may not reflect the opinions of Cisco.

Jerry Silva, Principal at PG Silva Consulting, is a 25 year industry veteran and thought leader in retail banking. He recently had the opportunity to discuss what comprises a high quality customer experience with Kelly McSwain-Campbell, Customer Experience Director at US Bank. In this role, Kelly is responsible for working across the enterprise with all lines of business and channels to help ensure teams deliver a differentiated customer experience that builds stronger and deeper relationships.

Delighting the Customer: Simple Works

As a banker and technologist, I’ve spent a lot of time dealing with systems that manage customer self-service channels like the ATMs and online banking, or with the systems that bank staff uses to interact with the customer. As a consumer of banking services myself, I’ve always been interested in the people side of services delivery and how banks can deliver quality experiences at the branch and the attended contact center.

I recently had a chat with Kelly McSwain-Campbell, SVP and Customer Experience Director at Minneapolis-based US Bancorp, and asked her for some insight into today’s challenges and how she manages to delight the customer in spite of the increasing complexity of the banking environment. Organizational and technology complexity sometimes work to hinder our ability to provide an excellent customer experience and we as bankers sometimes find ourselves even more distant from our customers.

But during my discussion with Ms. McSwain-Campbell, she made it clear that given the challenges with managing customer expectations across the multiple delivery channels, she is focusing on simple but effective ways to stay connected with customers at each point of interaction. We spoke about three areas that can ensure customers continue to enjoy the best banking experience possible. Read More »

Tags: branch, Cisco, customerexperience, Financial Services, personalized service, retail banking

Some might argue that retail banking is known more for its inconveniences than its convenience. As an example, the common term ‘banker’s hours’ is synonymous with “being open for the shortest and most inconvenient amount of time”. Despite that legacy, retail banks have made a concerted effort and real progress to extend services through various delivery channels to improve the retail banking customer experience.

Banks may have closed the customer service gap with other industries, but like other industries, must stay ahead of the consumer to deliver an experience that provides profitable value and differentiation. According to a recent report, what most customers want from their banks is greater access and more personalized experiences (in the form of advice, products, and services).

It’s not a surprising conclusion especially to the banking industry which has adapted a retail industry term -- omnichannel -- to describe the needed capabilities to deliver a consistent customer experience across all channels.

The Cisco Connected Customer Experience Report for Retail Banking -- a global survey of consumers and bank professionals conducted in early 2013 -- highlights the opportunities and the challenges that banking institutions face in meeting current and future customer expectations. Globally, consumers ranked Read More »

Tags: branch, Cisco, customer, customerexperience, delivery channel, Financial Services, omnichannel, personalized service, retail banking