An Interview with Paul James, Government Chief Digital Officer, Department of Internal Affairs, New Zealand Government21/08/2019 Who’s Who
FST Government: As Government Chief Digital Officer, you play a decisive role in driving government innovation and change. If you could, take us through some of the key elements of your role.
James: As GCDO, my role is to drive government’s digital transformation and position government to be responsive in a changing digital age. My role is about central leadership – to think about how the system operates and how we can join things up to keep the public at the centre of everything we do.
A dive into the unknown: managing compliance and risk for an Open Banking future20/08/2019 Roundtables
Highlights from the OpenText/FST Media roundtable series: Melbourne & Sydney, 2019
Persistent changes in prudential and consumer protection regulations are placing undue pressure on financial services institutions to enforce compliance, whilst industry watchdogs are furthermore failing to adapt to changing industry norms and consumer expectations, according to industry participants at the FST Media/OpenText roundtables, held across Melbourne and Sydney last June.
An Interview with Victor Dominello, Minister for Customer Service, NSW Government08/08/2019 Who’s Who
FST Media: One of the key initiatives of the newly formed Customer Service Ministry has been the creation of a new senior working committee, ‘DAPCO’, which amalgamates several discrete committees into a single body tasked with assessing the delivery and performance of digital initiatives across government. How do you feel will DAPCO serve to facilitate innovation, improve digital service delivery, and further integrate government services?
An Interview with Frits Bussemaker, Chairman, The Institute for Accountability in the Digital Age (I4ADA)19/07/2019 Who’s Who
FST Government: You currently serve as Chair of The Institute for Accountability in the Digital Age (I4ADA), a Netherlands-based NGO which promotes global digital accessibility, transparency, and accountability in the online world. Take us through some of the top-line initiatives of the I4ADA and why its mission has become so critical in today’s increasingly polarised online world.
An Interview with Fiona Macgregor, Chief Information & Innovation Officer, TAL16/07/2019 Who’s Who
FST Media: TAL has long been recognised for its ambitious, human-centred innovation program.
Tell us about your digital priorities for 2019. How are TAL’s digital capabilities evolving in line with Australia’s changing insurance landscape?
An Interview with Carolyn De Gois, Special Advisor, Office of One VPS15/07/2019 Who’s Who
FST Government: One VPS is unique among the states, established as a dedicated team to foster and facilitate “cross-departmental mobility, collaboration and innovation” across Victoria’s public service.
What unique circumstances in Victoria inspired One VPS's creation, and what initiatives will propel its whole-of-government reform agenda forward?
New insight report: how to improve CX through better sales experience in financial services09/07/2019 Roundtables
Churn is so significant that the estimated value of today’s Churn Economy is US$6.2 billion per annum, which hypothetically it would come in as the third largest economy on the planet by value! Certainly not a small number and you will agree that retaining customers and keeping them happy is an important goal for your business.
An Interview with Dr Rachna Gandhi, Executive General Manager Customer, Digital & Partners, Suncorp Group03/07/2019 Who’s Who
FST Media: How do you see today’s leading-edge digital innovations shaping the insurance industry of tomorrow?
Gandhi: Profoundly! Seriously, the technologies on the near horizon – or which are being rolled out now – will continue to change customer experience and expectations, change the way we service customers, bring about new or altered products, and change operating models.
An Interview with Dr Jonathan Reichental, Chief Executive & Founder of Human Future and former CIO of the City of Palo Alto26/06/2019 Who’s Who
Dr Jonathan Reichental has spent the better part of his career at the vanguard of transformative innovation. As the long-serving Chief Information Officer of arguably the world’s most technologically progressive jurisdiction – Palo Alto, home of the original Silicon Valley – Reichental has been widely acknowledged, and duly decorated, for his role in fuelling the innovation spark that ignited the seismic social changes being unleashed by today's 'bigtechs'.
An Interview with Brendan Mills, Chief Information Officer, nib Group05/06/2019 Who’s Who
FST Media: Since you last spoke with FST Media back in 2015, nib's digital innovation program has progressed leaps and bounds. As nib continues to execute its digital priorities, how will its tech strategy evolve over the next 12 months to meet the demands of an increasingly digital native customer cohort?
An Interview with Jason Dell, Chief Product Officer, MyBudget22/05/2019 Who’s Who
FST Media: Since your arrival at MyBudget in 2017 – first as CTO and now Chief Product Officer – the company has embarked on a wholesale transformation of its technology and customer engagement strategy, leveraging its vast data assets to enhance its operations. Take us through the progress of this strategic transformation and digital evolution of MyBudget over the last 18 months.
In Conversation with Alan Tsen, General Manager, Stone & Chalk – Part Two21/05/2019 Who’s Who
FST Media: Amongst the start-ups you work with, what do you feel is their overriding reason for being? Is their goal to completely sweep the incumbents off their perch or do they seek to work alongside them and become a complementary part of the existing financial services market?
In Conversation with Alan Tsen, General Manager, Stone & Chalk – Part One08/05/2019 Who’s Who
FST Media: In the wake of the Royal Commission, the explosion of tech-savvy challengers, and with the imminent launch of Open Banking, our financial services industry is undergoing a groundswell of change and transition. Walk us through your view on the current state of play in Australia's banking industry. Are we in a good place?
Optimise sales performance management to improve customer experience16/04/2019 Executive Columns
You’ve probably got at least one CX program in your business, or more likely, several of them run by different teams. They will, no doubt, be focused on customer satisfaction, brand perception, sentiment, and engagement. They will provide your business with insights and ideas that a decade ago wouldn’t have been possible. But if your business is like many others in the financial services industry, CX-focused teams would benefit from spending a bit more time with the relationship managers or insurance agents.
An Interview with Sumit Oberai, Senior Vice President - Digital Technology, Royal Bank of Canada (RBC)11/04/2019 Who’s Who
FST Media: You oversee RBC’s API developer portal – a first in Canada – which leverages the bank’s data to facilitate third-party product development and innovation. One year on from its unveiling, what fruit has the initiative borne for RBC?