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An interview with Majid Muhammad, General Manager ICT Strategy & Architecture, RACQ

Jamie Pericleous, FST Media, 24 Nov 2014

FST Media: What are your IT priorities for the next 12 to 18 months?


Muhammad
: Having completed our core system replacement project in 2013 our focus is now twofold – driving business enablement through our digital strategy, and enhancing technology capability via the utilisation of technology industry advances such as cloud and SAAS, while embedding a strong innovation mindset.


This year we have implemented a fully responsive all-device online presence with the new racq.com.au sites. By the end of the year, we will have all development and test activities operating in the AWS cloud across the breadth of our systems. We are rolling out tablets to our roadside patrols and our first Google glass app will pilot before the end of the year.


Consolidation of production infrastructure has been a priority and our Oracle Supercluster will be implemented in November with production for all insurance and roadside applications running on it. In 2015, we will complete the implementation of our Microsoft Dynamics ERP, continue to enhance our digital capability with end-to-end fulfilment, provide a new app to our members, and see the first few of our new insurance offerings enter the market as we leverage the capabilities of our Guidewire Suite.


FST Media
: What technology or innovation flying under the radar is destined to shake up the insurance industry?


Muhammad
: Telematics and its application towards usage and behaviour based insurance has already started a shift in CMV insurance. Adoption in Australia has been slow, but we are seeing a number of really interesting models emerge overseas. More profound disruption will arise from recent innovations like driverless cars as this model changes who to assess for risk in underwriting. Should the burden of insurance not live with the manufacturer in such an arrangement, and is that going to lead to some integration between the two industries?


More fundamentally though, companies that are utilising technology to integrate themselves into their customer’s lives in a meaningful way, as well as building the ability to innovate and react to the changes with agility are going to win out in the longer run. These will be the companies that can react to disruptions and will be afforded longer lead times by their customers in the event of such a change. If you are not a disrupter yourself, developing a well-integrated ecosystem is one of the best defensive strategies; – that is where the better financial services companies are turning to and that is what forms the foundation of our technology strategy at RACQ to help future proof our organisation.


FST Media
: What challenges has RACQ overcome in the implementation of the new core system, Guidewire, and how will you measure its success?


Muhammad
: A core system implementation exercise in any financial services company is a major undertaking, with challenges ranging from product selection to implementation planning, and scope management to user migration. The background to RACQ’s implementation was our buyout of RACQI (RACQ Insurance) from our JV partner Suncorp. This meant that we were undergoing an organisational integration at the same time as changing our core systems and implementing a CRM system. Over the course of the two years of this programme, technology within RACQ went from a small group to a now sizable operation with a well-structured operating model and roughly 50 projects in flight. 


The success of the implementation is evident from the seamless transition of our customer base to this new platform – which has been operating now for more than a year. The next phase of our strategy is utilising our core system to implement some exciting new products – watch this space.


FST Media
: What are the expected benefits of RACQ’s cloud adoption and how will you address security concerns?


Muhammad
: The rapid wave of change that we have seen in this space is probably the most fundamental shift in the technology industry in a while. Many areas of initial concern such as security, jurisdiction, privacy and connectivity, which were commonly held to be issues, have been comprehensively resolved. Unfortunately regulation, legislation and public perception are still catching up. 


Our approach has been to establish the appropriate disciplines while transitioning gradually to this new model. Our journey has started off with all of our development and testing environments moving to the AWS cloud, while retaining our systems or records on premise.


The agility that comes with this model is what makes cloud adoption an integral tenet of RACQ technology’s long term strategic vision. In many companies the initial cost and time required to set up all the relevant technology environments to enable the commencement of a project can derail a business case from the outset. We saw the benefits of cloud adoption in this space recently at the start of our ERP platform implementation – where the cloud based cost for the environments is only expected to be between 5-10 per cent annually of the original estimated capex required to own the infrastructure for the implementation.


FST Media
: What can we expect next from RACQ’s online channel and how important is it to ensure a seamless customer experience across all channels?


Muhammad
: We realised we were lagging behind in this space as our focus was towards the core system programme, but RACQ’s revamped web presence, which has gone online recently has put us back in the game, if not ahead of many competitors. This has been implemented on a completely new CMS, and employs progressive rendering capabilities to adjust to the many devices used by our customer base. The focus of this revamp has been user centric design and we have learnt a lot of techniques which we intend to carry through into future projects in this and other domains. External reviews that we have commissioned suggest that the new sales process is on par with or exceeding best practice in streamlined processing and user friendliness. 


Most companies talk about seamless customer experience across all channels – but at RACQ our commitment is to make our services available to our customers in their channel of choice. In many cases this has meant retaining our physical presence in remote locations, and not pushing our customers into more cost-effective channels. Being owned by our members helps make this a much easier decision than it would have been in a shareholder owned company.

FST Media
: How will RACQ’s upcoming patrol app for Google glass change the game for the motoring insurance industry? What role wills technologies such as Google cardboard and virtual reality tools play in the future of insurance?


Muhammad
:
In addition to providing insurance, RACQ is the motoring assistance operator in QLD, serving roughly a million customers on the roads every year. With this comes a huge safety challenge as we have little control over the environment in which our members may breakdown. Technologies like Google Glass provide a way of connecting the patrol back to base, exchange information and presenting information visually in a hands-free manner while the patroller is working on the vehicle. This is similar to many of the pilots being trialled in various fire and ambulance departments, predominantly in the US.


Similarly, RACQ campaigns and advocates on behalf of motorists, and plays a key role in driver education and safety awareness across Queensland. While virtual reality tools have originated from the gaming industry, there is a great opportunity to apply these technologies towards safety training and education and to understand driver behaviour in various situations.


FST Media
: What is proving to be your most effective customer acquisition channel and why?


Muhammad
: Our acquisition is still dominated by the traditional channels of call centre and retail, with online growing but not currently overtaking the other channels. With the recent launch of a completely streamlined online capability, we are seeing a surge in online conversions, but it is too soon to extrapolate that data meaningfully.


As a brand, we are quite comfortable with this, i.e. we will engage with our customers in a channel of their choice. We are known for our personal touch and our service ethos, and the channels that best allow us to showcase these values will always be the ones that have human interaction. The challenge for us in the online space is to harness the right technologies to enhance the human touch. Our new implementation has introduced click to chat, and technologies like click to video chat might be a natural extension of that capability.


FST Media
: How do you encourage a culture of innovation in your team?


Muhammad
: Innovation is not something that can be compartmentalised within a select portion of an organisation, but it also cannot be nurtured within a culture of collective apathy. The best way to balance these two extremes is to not only encourage the generation of ideas, but also to provide mechanisms of progressing these ideas to fruition. Often this will mean providing the headroom, priority and funding, execution processes and the right governance structure. We are using the Google Glass pilot, the patrol tablet rollout and other similar projects to establish the internal structures to be able to support innovation consistently. 


Building a culture is all about getting into a virtuous cycle and the first few implementations are important, as these are as much about building internal structures and momentum as meeting external demand. 


FST Media
: How significant is the role of technology in your day-to-day life?


Muhammad
: Is there a part of anyone’s day-to-day life that is not touched by technology? It is the silent partner in practically everyone’s life now because it provides the tool(s) through which we engage, communicate, travel, shop and sometimes even view the world we live in. My phone, tablet and laptop are integral parts of my day-to-day and it would be impossible to keep on top of everything without these great tools. That said, I still appreciate reading a good book in paper - swiping left is just not as gratifying as turning a real page.


FST Media
: Every leader has a legacy they wish to be remembered for, what is yours?


Muhammad
: I started out in the technology industry excited about solving challenging and complex technical problems – but the more time I spent in the industry the more I realised that the real challenge is harnessing the power of one’s people – and the technology tends to solve itself. I love building strong teams around me, and enabling them to do their best work. I strongly believe there cannot be a better legacy for a leader.


An interview with Majid Muhammad

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Byline: Adrian Barclay, FST Media

Asia leads the way for cardless and secure ATM withdrawals
Byline: Jamie Pericleous, FST Media

Mixed response to NAB’s NextGen
Byline: Adrian Barclay, FST Media

Asia’s Bitcoin regulatory scorecard, country by country
Byline: Jamie Pericleous, FST Media

Payments and internet funding in Murray's sights
Byline: Adrian Barclay, FST Media

ING Direct moves IT system to private cloud
Byline: Adrian Barclay, FST Media

Shake-up at the Big Four: a sign of the times?
Byline: Rimin Dutt and Natasha David, FST ...

FST Media Survey: Customer analytics ranked as 'business critical'
Byline: Adrian Barclay, FST Media

Heartbleed’s damage far from over
Byline: Natasha David, FST Media

ANZ continues tech chief search
Byline: FST Media

The boldest technology recommendations to the Financial System Inquiry
Byline: Adrian Barclay, FST Media

In Indonesia, banks take cue from fast food with drive-through ATMs
Byline: Jamie Pericleous, FST Media

Regulation won’t keep tech players quiet, say analysts
Byline: Adrian Barclay, FST Media

Guest Column: The future of mobile banking
Byline: Lisa Claes, Executive Director Dis ...

Calls grow for unified banking regulation across Asia
Byline: Jamie Pericleous, FST Media

Coles mines FlyBuys big data for insurance offers
Byline: Adrian Barclay, FST Media

GUEST COLUMN: Scalable Innovation
Byline: Roger Dennis, Futurist and Founder ...

Data security in cloud ranked as biggest game changer: FST Media survey
Byline: Rimin Dutt, FST Media

Mobile security will be key to FSI success: FST Media panel
Byline: Adrian Barclay, FST Media

AIA wants Gen Y to think about life insurance
Byline: Jamie Pericleous, FST Media

Customer-facing technology growth to bring CMOs, CIOs, CDOs closer
Byline: Adrian Barclay, FST Media

GUEST COLUMN: How the right culture will drive innovation
Byline: Vaughn Richtor, Chief Executive, I ...

Southeast Asian banks bet on mobile to tap rural unbanked
Byline: Jamie Pericleous, FST Media

FST MEDIA EXCLUSIVE SURVEY: Chiefs rate digital skills as final frontier to success
Byline: Natasha David, FST Media

Financial Services' IT spending projections point to NZ rebound
Byline: Adrian Barclay, FST Media

Service disruption turns both CIMB and its customers to Twitter
Byline: Jamie Pericleous, FST Media

Financial services tech predictions 2014 and beyond: Asia
Byline: Jamie Pericleous, FST Media

Financial services tech predictions 2014 and beyond: Australia & New Zealand
Byline: Adrian Barclay, FST Media

Westpac IT executive reshuffle
Byline: Adrian Barclay, FST Media

2013: The biggest financial technology trends in Asia
Byline: Jamie Pericleous, FST Media

Biggest financial technology disrupters of 2013
Byline: Adrian Barclay, FST Media

Partner with microfinance institutions to tap unbanked, Bank Andara CIO tells banks
Byline: Jamie Pericleous, FST Media

NAB names David Boyle new CIO
Byline: Adrian Barclay, FST Media

Key takeaways from FST Media's Melbourne superannuation conference
Byline: Adrian Barclay, FST Media

Bank branches undergo a digital facelift
Byline: Jamie Pericleous, FST Media

EXCLUSIVE: Smartpay launches mobile payments terminal
Byline: Adrian Barclay, FST Media

Movers and shakers: Australia monthly wrap
Byline: Adrian Barclay, FST Media

EXCLUSIVE: Illawarra Credit Union launches Moneytree banking app
Byline: Adrian Barclay and Rimin Dutt, FST ...

Movers and shakers: New Zealand monthly wrap
Byline: Adrian Barclay, FST Media

Financial System Inquiry to add stability through IT, analytics, say analysts
Byline: Adrian Barclay, FST Media

Movers and shakers: Asia monthly wrap
Byline: Jamie Pericleous, FST Media

NAB appoints new customer services executive
Byline: Adrian Barclay, FST Media

Cloud delivery models reach breakthrough for industry, regulators
Byline: Adrian Barclay and Jamie Pericleou ...

IT consolidation and analytics will help fight fraud, says Richard Moore of DBS
Byline: Jamie Pericleous, FST Media

Convergence and big data the game changers
Byline: Jamie Pericleous, FST Media

Social banking flies under radar as mobile dominates
Byline: Jamie Pericleous, FST Media

Mobile banking's future lies in emotions
Byline: Adrian Barclay, FST Media

Westpac preps technology for Asia expansion
Byline: Adrian Barclay and Rimin Dutt, FST ...

Movers and shakers: Australia monthly wrap
Byline: Adrian Barclay, FST Media

Movers and shakers: Asia monthly wrap
Byline: Adrian Barclay, FST Media

Movers and shakers: New Zealand monthly wrap
Byline: Adrian Barclay, FST Media

Will CommBank's latest NFC play make cash-happy customers sticky?
Byline: Adrian Barclay, FST Media

Australian banks push peer-to-peer mobile payments
Byline: Adrian Barclay, FST Media

Analysts warn BYOD for the sake of devices is a pitfall
Byline: Adrian Barclay, FST Media

Simon Andrews appointed new COO of ING Direct Australia
Byline: Adrian Barclay, FST Media

TSM NZ to launch mobile wallet next year
Byline: Adrian Barclay, FST Media

Multi-channel delivery capability top IT priority for Asian banks: FST Media poll
Byline: Rimin Dutt, FST Media

Innovation with core banking systems a constant challenge: analysts
Byline: Adrian Barclay, FST Media

Banking competition blown open by off the shelf systems
Byline: Adrian Barclay, FST Media

Movers and shakers: Australia monthly wrap
Byline: Adrian Barclay, FST Media

Multi-channel delivery will be number one priority in 2014: FST Media Live Poll
Byline: Adrian Barclay, FST Media

Movers and shakers: Asia monthly wrap
Byline: Rmiin Dutt, FST Media

Movers and shakers: New Zealand monthly wrap
Byline: Adrian Barclay, FST Media

Banks emphasise simplicity and flexibility for new payment plays: FST Media panel
Byline: Rimin Dutt, FST Media

Banks welcome new cloud regulation in Philippines but may be slow to move
Byline: James Mitchell, FST Media

BNZ turns smart devices into mobile payment machines
Byline: Adrian Barclay, FST Media

Bankwest head of innovation leaves
Byline: Rimin Dutt, FST Media

Coles yet to make decision on banking licence, says senior exec
Byline: Rimin Dutt, FST Media

Digital wallet key investment priority for banks, but customers still reach for credit card: FST Media poll
Byline: James Mitchell, FST Media

Growing customer expectations drive transformation in mobile payments: FST Media poll
Byline: James Mitchell, FST Media

RMB spurs innovation in cross-border settlements
Byline: James Mitchell, FST Media

BNZ previews contactless mobile payments app
Byline: Rimin Dutt, FST Media

FST Media Exclusive: Westpac to launch mobile banking across seven Pacific nations in Q4
Byline: James Mitchell, FST Media

New Payments Platform to conduct technology tender next year
Byline: Rimin Dutt, FST Media

NAB CIO Denis McGee to step down
Byline: Rimin Dutt, FST Media

China bank tech to grow rapidly: analysts
Byline: James Mitchell, FST Media

Financial services movers and shakers: Asia monthly wrap
Byline: James Mitchell, FST Media

China CITIC Bank International launches mobile app
Byline: James Mitchell, FST Media

Financial services movers and shakers: New Zealand monthly wrap
Byline: Jessica Fell, FST Media

Financial services movers and shakers: Australia monthly wrap
Byline: Jessica Fell, FST Media

'Holy grail': CIOs share innovations yet to be delivered in financial services
Byline: James Mitchell, FST Media

Analysis: Facebook moves into mobile payments
Byline: James Mitchell and Jessica Fell, F ...

Watching brief: Five banking innovation trends flying under the radar
Byline: Jessica Fell, FST Media

Wearable tech: too early to tell for banks
Byline: James Mitchell, FST Media

Bank Mandiri sets record with new ATMs
Byline: James Mitchell, FST Media

Insurers look beyond Facebook for social media leverage
Byline: James Mitchell, FST Media

Hang Seng opens ‘iPoint’ outlet in MTR station
Byline: James Mitchell, FST Media

Partnerships to drive tech innovation in Myanmar
Byline: James Mitchell, FST Media

Health insurers first to benefit from wearable technology
Byline: Jessica Fell, FST Media

BOCHK launches the first Voice Navigation ATM in Hong Kong
Byline: James Mitchell, FST Media

Social Media: Asia Pacific banks lead the way
Byline: James Mitchell, FST Media

Financial services movers and shakers: Australia monthly wrap
Byline: Jessica Fell, FST Media

Financial services movers and shakers: Asia monthly wrap
Byline: James Mitchell, FST Media

FST MEDIA EXCLUSIVE: Understanding silences and business skills critical for aspiring CIOs
Byline: James Mitchell, FST Media

Financial services movers and shakers: New Zealand monthly wrap
Byline: Jessica Fell, FST Media

FST MEDIA EXCLUSIVE: Business savvy will land you the top tech job, say financial services CIOs
Byline: Jessica Fell, FST Media

Asian banks top social media rankings
Byline: James Mitchell, FST Media

BPI beats DBS, ANZ in social media ratings
Byline: James Mitchell, FST Media

Facebook Graph Search triggers bank security re-think
Byline: Jessica Fell, FST Media

Big four voted among world’s best in social media
Byline: Jessica Fell, FST Media

FST MEDIA EXCLUSIVE: Suncorp launches new banking website
Byline: Jessica Fell, FST Media

Banks must act swiftly to monetise virtual currency
Byline: Jessica Fell, FST Media

Cloud adoption within Asia financial services sector lagging globally: Analysts
Byline: By Kelly Mills, FST Media

Consumer analytics the upshot of a digital wallet strategy
Byline: Kelly Mills, FST Media

Banks’ digital wallets are just competitive hype
Byline: Jessica Fell, FST Media

Financial services movers and shakers: Australia monthly wrap
Byline: Natasha David, FST Media

Financial services movers and shakers: Asia monthly wrap
Byline: Natasha David, FST Media

Financial services movers and shakers: New Zealand monthly wrap
Byline: Natasha David, FST Media

Multi-channel still a challenge for banks
Byline: Jessica Fell, FST Media

Social engineering failsafe for bank hacking: Mitnick
Byline: Jessica Fell, FST Media

Member engagement critical to super fund survival
Byline: Jessica Fell, FST Media

“Lay Off!” – Costello to Federal Government
Byline: Jessica Fell, FST Media

Financial services movers and shakers: Australia monthly wrap
Byline: Jessica Fell, FST Media

Financial services movers and shakers: New Zealand monthly wrap
Byline: Jessica Fell, FST Media

Financial services movers and shakers: Asian monthly wrap
Byline: Mieke Buchan, FST Media

EXCLUSIVE: CIO redundancy the latest in Perpetual’s job cuts
Byline: Jessica Fell, FST Media

Kiwibank's tech team re-shuffled ahead of core strategy overhaul
Byline: Jessica Fell, FST Media

Asia skills shortage hindering mobile uptake
Byline: Mieke Buchan, FST Media

Financial services divided on roadmap for big data
Byline: Jessica Fell, FST Media

Financial services movers and shakers: Asia monthly wrap
Byline: Matthew Sainsbury, FST Media

Financial services movers and shakers: New Zealand monthly wrap
Byline: Jessica Fell, FST Media

Financial services movers and shakers: Australia monthly wrap
Byline: Jessica Fell, FST Media

Sam Plowman exits NAB; Antony Cahill steps into role of Executive General Manager, Digital and Direct Banking
Byline: Natasha David, FST Media

Citi’s new website a step towards ‘holy grail’
Byline: Jessica Fell, FST Media

Financial services movers and shakers: Asia monthly wrap
Byline: Matthew Sainsbury, FST Media

Financial services movers and shakers: New Zealand monthly wrap
Byline: Jessica Fell, FST Media

Financial services movers and shakers: Australia monthly wrap
Byline: Jessica Fell, FST Media

IT background unnecessary for NAB’s new tech chief
Byline: Jessica Fell, FST Media

Banking biometrics no guarantee of privacy
Byline: Jessica Fell, FST Media

Financial services movers and shakers: Asia monthly wrap
Byline: Matthew Sainsbury, FST Media

Banks to be muscled out of personal financial management market: Analyst
Byline: Jessica Fell, FST Media

Financial services movers and shakers: Australia monthly wrap
Byline: Jessica Fell, FST Media

Financial services movers and shakers: New Zealand monthly wrap
Byline: Jessica Fell, FST Media

Standard Chartered gets a MoVe on combating banking skills shortage
Byline: Matthew Sainsbury, FST Media

Analyst: Financial services CIOs need not fear rising CMO
Byline: Matthew Sainsbury, FST Media

EXCLUSIVE: ANZ leapfrogs the competition with mobile banking first
Byline: Jessica Fell, FST Media

AMP launches iPad app to boost engagement
Byline: Jessica Fell, FST Media

Citi redefines the global ATM experience
Byline: Matthew Sainsbury, FST Media

Financial services movers and shakers: Australia monthly wrap
Byline: Jessica Fell, FST Media

Financial services movers and shakers: Asia monthly wrap
Byline: Matthew Sainsbury, FST Media

Financial services movers and shakers: New Zealand monthly wrap
Byline: Jessica Fell, FST Media

Financial services tech predictions 2013: Asia
Byline: Matthew Sainsbury, FST Media

Financial services tech predictions 2013: Australia & New Zealand
Byline: Jessica Fell, FST Media

Banks under threat from Google, Apple
Byline: Jessica Fell, FST Media

OCBC taps youth psyche with game ‘world first’
Byline: Matthew Sainsbury, FST Media

Harte, Lark redefining channel strategy for banking
Byline: Jessica Fell, FST Media

Financial services movers and shakers: Australia monthly wrap
Byline: Jessica Fell, FST Media

Banking CIOs: adapt or vanish
Byline: Jessica Fell, FST Media

Citi accelerates regional securities presence
Byline: Matthew Sainsbury, FST Media

Financial services movers and shakers: Asia monthly wrap
Byline: Matthew Sainsbury, FST Media

Financial services movers and shakers: NZ monthly wrap
Byline: Jessica Fell, FST Media

ANZ tech consolidation no threat to NZ IT jobs
Byline: Jessica Fell, FST Media

Quality trumps speed in bank customer service
Byline: Jessica Fell, FST Media

Technology the lifeline for insurance in Asia Pacific: Ovum
Byline: Matthew Sainsbury, FST Media

Standard Chartered launches ‘world-first’ dual-purpose credit card
Byline: Matthew Sainsbury, FST Media

NFC necessary but challenging for Hong Kong banks: Analyst
Byline: Matthew Sainsbury, FST Media

Budgets hinder bank tech innovation in 2013: Ovum
Byline: Jessica Fell, FST Media

Pressure mounting on technology for Asia Pacific clearing: Citi
Byline: Matthew Sainsbury, FST Media

Banks targeting the unbanked face telco threat
Byline: Matthew Sainsbury, FST Media

Mandatory online privacy breach reporting to increase banks’ cost, risk
Byline: Jessica Fell, FST Media

Customer education the key battleground for financial security in Singapore
Byline: Matthew Sainsbury, FST Media

Banking CIOs responsible for video marketing
Byline: Jessica Fell, FST Media

EXCLUSIVE: Technology trumps people in safe banking – Rogue Trader
Byline: Jessica Fell, FST Media

OCBC partners with PlayMoolah to address child financial literacy
Byline: Matthew Sainsbury, FST Media

Payments chiefs prepare for RBA challenge
Byline: Jessica Fell, FST Media

DBS branches to showcase student technology innovation
Byline: Matthew Sainsbury, FST Media

Mobile applications and data analytics shape the future for banking
Byline: Jessica Fell, FST Media

Legislation driving technology innovation in Super
Byline: Matthew Sainsbury, FST Media

Movers and shakers at ANZ
Byline: Matthew Sainsbury, FST Media

Online and mobile shaping the future for Super funds
Byline: Jessica Fell, FST Media

Making finance fun: Gamification, the new frontier of customer engagement
Byline: Matthew Sainsbury, FST Media

Artificial Intelligence leading the way for financial services technology innovation
Byline: Matthew Sainsbury, FST Media

Banking chiefs identify game-changers in financial services
Byline: Matthew Sainsbury, FST Media

IT cadet program providing dividends for Bendigo and Adelaide Bank
Byline: Matthew Sainsbury, FST Media

Technology and reputation key to navigating through market volatility: NAB
Byline: Matthew Sainsbury, FST Media

The future of the banking branch: nimble, customer-focused and stylish
Byline: Matthew Sainsbury, FST Media

Westpac launches new tablet app
Byline: Matthew Sainsbury, FST Media

Analysts positive on CBA’s bold hardware play
Byline: Matthew Sainsbury, FST Media

CBA becomes a technology vendor
Byline: Matthew Sainsbury, FST Media

Online insurance first to feel the bite of commoditisation
Byline: Matthew Sainsbury, FST Media

Innovation without focus on customer experience a ‘pointless’ exercise
Byline: Matthew Sainsbury, FST Media

Facilitating the Social Media Conversation
Byline: By Alyson Mitchell, Journalist, FS ...

Zurich appoints new Executive General Manager of SME
Byline: By Matthew Sainsbury, Senior Journ ...

Technology places CBA into top 100 global brands
Byline: By Matthew Sainsbury, Senior Journ ...

Business Intelligence key to beating competition from Google, Paypal
Byline: By Matthew Sainsbury, Senior Journ ...

Myanmar: Asia Pacific’s new financial market?
Byline: By Matthew Sainsbury, Senior Journ ...

Technology core to Narev’s Bank of the Future
Byline: By Matthew Sainsbury and Alyson Mi ...

Demystifying the Big Data hype
Byline: By Matthew Sainsbury, Senior Journ ...

Visa drops card processor after breach
Source: The Sydney Morning Herald

CBA makes it easier for businesses over Easter
Source: East & Partners

Mobility, BI top priorities for ANZ CIOs: Gartner
Source: Hamish Barwick, CIO Australia

Change makes Teachers largest mutual bank
Source: Eric Johnston, The Sydney Morning Herald

MLC MasterKey Business Super upgrades clearing house
Source: Rachel Davis, Financial Standard

DBS to test Indonesian openness with $7.2 bln takeover
Source: Saeed Azhar and Neil Chatterjee, Reuters

CIMB agrees to buy certain RBS businesses in Asia-Pacific
Source: Anette Jonsson, FinanceAsia

HKEx to invest HK$3b on platform upgrade
Source: Oswald Chen, China Daily

HSBC Singapore axes over 100 jobs
Source: The Jakarta Post

Asia-Pacific corporates boost utilization of HSBCnet mobile service
Source: Mridula Sudharsan, The Asset

Maybank Singapore launches Manchester United Platinum Visa cards
Source: Tengku Noor Shamsiah Tengku Abdullah, Bernama

OCBC launches “Pay Any Card” service
Source: Thomas Zink, Banking & Payments Asia

Bank Negara Indonesia taps voice biometrics for password resets
Source: Finextra

Metrobank Card implements FICO solution to combat fraud
Source: Meghna Mukerjee, Banking & Payments Asia

AMP spends $87m more on IT
Source: Liz Tay, itnews

Security breach risk for Kiwi cardholders
Source: Lois Cairns, stuff.co.nz

Paymark, phone firms introduce mobile pay
Source: Tom Pullar-Strecker, stuff.co.nz

The little bank that could
Source: Rob Stock, Dominion Post

ATM scam at $1m and rising
Source: Nicholas Jones, NZ Herald

Money transactions to become quicker
Source: Tom Pullar-Strecker, stuff.co.nz

Visa drops ‘Global Payments’ credit card processor
Source: Time

Five things you need to know about Near-Field Communications
Source: Lauren Brousell, CIO NZ

7 habits of innovative IT leaders
Source: Rob Preston, InformationWeek

Asia-Pacific corporates boost utilisation of of HSBCnet mobile service
Source: Mridula Sudharsan, The Asset

NAB creating best practices for vetting Cloud providers
Source: John Adams, Information Management

ANZ sets its sights on Burma
Source: Asian Banking & Finance

Sutton ditches CBA in favour of BoQ
Source: Russell Quinn, PerthNow

Ignore Big Data at your peril: Deloitte
Source: Diana Nguyen, Computerworld Australia

Cybercrime a growing risk for FS firms – PwC survey
Source: Finextra

Banking via mobile phone to become the norm
Source: George Liondis, Australian Financial Review

Pay your credit card bills with OCBCs pay any card service
Source: Singapore Business Review

J.P. Morgan Asia chief exits
Source: Alison Tudor, The Wall Street Journal

JPM expands reach of mobile banking platform
Source: The Asset

Citi Private Bank names Sameer Kaul as India boss
Source: Rupert Walker, Finance Asia

Citibank Singapore launches instant online installment loans
Source: Melissa Aw, Yahoo!Finance Singapore

BNP Paribas launches Cortex FX electronic trading platform
Source: Oliver Jones, The Asset

The best iPad banking apps
Source: Olivia LaBarre & Bryan Yurcan, Bank Systems & Technology

HSBC staying in Kingdom
Source: Seetalavajit Sabayjai, The Nation

ATM scam escalates
Source: Sarah Harvey, stuff.co.nz

ASB brings back three ex-staffers as executives; one as CFO, and two to newly created positions
Source: Gareth Vaughan, interest.co.nz

Rabobank appoints new chairman, director
Source: Roeland Van Den Bergh, stuff.co.nz

Westpac tech chief comes out swinging
Source: Paul Smith, The Australian Financial Review

Checking a bank balance on your phone, no log-in needed
Source: Ann Carrns, The New York Times

NZ ready for mobile and NFC payments, says MasterCard
Source: CIO New Zealand

Mobile banking pays small merchants
Source: Source: Jessica Gardner, The Australian Financial Review

Banks’ payments ‘pay day’ under threat: report
Source: Australian Banking & Finance

The CIO transformation challenge
Source: Kevin Noonan, Technology Spectator

Harnessing enterprise social networks
Source: Rebecca Merrett, CIO Australia

Exclusive video interview with Standard Chartereds Global Head of Channels Technology
Source: FST Media

NAB bolsters payments systems
Source: Liz Tay, itnews

Customer engagement ranks as top challenge for insurers
Byline: By FST Media

Tech chiefs to convene, share insights on trends and challenges
Byline: By FST Media

Social media key to super reinvention
Byline: By Michael Pollack, FST Media

Further Westpac job cuts likely
Byline: By Michael Pollack, FST Media

New thinking required for BYO device security
Byline: By Michael Pollack, FST Media

Leading IT executives share insights on emerging trends: Hong Kong’s Technology and Innovation – The Future of Financial Services
Byline: Michael Pollack, FST Media

Pioneer takes the plunge into social media
Byline: By Michael Pollack, FST Media

New CIO at Westpac announced: restructure a sign of the times?
Byline: By Melanie Timbrell, FST Media

Socialising banking: unravelling the complexities of engagement
Byline: By Melanie Timbrell, FST Media

CBA throws down the payments gauntlet
Byline: By Melanie Timbrell, FST Media

Innovating from within: the power of employee engagement over technology
Byline: By Melanie Timbrell, FST Media

Disconnect between IT and management revealed
Byline: By Melanie Timbrell, FST Media

Industry standards must keep pace with Cloud adoption
Byline: Melanie Timbrell, FST Media

Internal cultural shift critical to cloud success: ANZ Wealth and Westpac
Byline: Melanie Timbrell, FST Media

Tighter risk control needed for banks, says rogue trader
Byline: Melanie Timbrell, FST Media

Achieving multi-channel delivery systems ranked number one in NZ
Byline: Melanie Timbrell, FST Media

CIO shake-up at BT Financial and IAG
Byline: Melanie Timbrell, FST Media

Our peers had outperformed us: NAB
Byline: Melanie Timbrell, FST Media




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