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?
An interview with Volker Mayr, Chief Information Officer, Zurich Financial Services11/04/2019 Who’s Who
FST Media: What IT and cybersecurity issues keep you up at night?
Mayr: For cybersecurity, it’s that undefined feeling that we might have missed a vulnerability or threat; that's something that weighs on my mind. The ones we are aware of, we can and do manage in a very good way. But are we sure there is nothing else?
An interview with Andy Wood, Executive Director – Corporate Services, Department of Finance, Western Australian Government04/04/2019 Who’s Who
Andy Wood was last year named among CIO's Top 50 digital and tech chiefs in Australia. This is not by accident. Wood, as Executive Director, Corporate Services of WA’s Department of Finance, has been a key driving force behind the progressive transformation of the Government's once infamously laggard digital infrastructure.
An Interview with Daryn Wedd, General Manager Technology Security and Governance, ASX25/03/2019 Who’s Who
FST Media: The industry has been calling for senior management and board to be held accountable for security breaches and to oversee information security. What are the crucial questions that senior management and board need to ask to ensure good governance around cybersecurity?
An Interview with David Fairman, Chief Security Officer, NAB25/03/2019 Who’s Who
FST Media: NAB is the first bank in Australia to bring together cybersecurity, fraud, investigations and physical security. How does this holistic approach to security management set NAB apart when it comes to protecting customer data and gaining digital trust?
An Interview with Steven York, General Manager, Group Compliance and Chief Security Officer, Bank of Queensland18/03/2019 Who’s Who
FST Media: How has cybersecurity ‘threatscape’ evolved over the last 18 months and where do you see it developing over the next 18?
York: There is a general view that the threatscape has, to some extent, evolved from random cyber-attacks focused on extortion for financial purposes (e.g. ransomware) to more focused attacks from larger organised cybercrime groups and highly funded rogue nation-states with the primary objective of disrupting critical infrastructure.
An Interview with Stuart Harrison, Chief Information Security Officer, Medibank13/03/2019 Who’s Who
FST Media: You recently headed the revamp of Medibank’s cybersecurity strategy, which promoted a more data-centric security capability. In an increasingly multi-pronged threat environment, how will this strategy bolster Medibank’s cyber resilience?
An Interview with Mary Nottle, Head of Technology, Equipsuper27/02/2019 Who’s Who
FST Media: What do you rate as the most pressing cybersecurity threat facing today’s financial services organisations?
An Interview with Scott Wall, Chief Information Officer, BankVic25/02/2019 Who’s Who
FST Media: What do you rate as the most pressing cybersecurity threat facing financial services today?
Wall: The increasing sophistication and professionalism of cybercriminals, when combined with artificial intelligence (AI)/machine learning (ML) technologies, I feel poses the biggest threat. No longer are phishing emails written in broken English and obviously fake; now they look and read like the real thing and can easily fool all but the most observant.
An Interview with Dan Taylor, General Manager, Innovation, TAL12/02/2019 Who’s Who
FST Media: Tell us a little about your priorities for 2019. How is TAL’s digital program adapting to the demands of tomorrow’s customer?
Taylor: We are all looking for ways to drive more intuitive, simple, and engaging digital experiences for our customers. But that can be hard to deliver in practice.
That’s why TAL has recently adopted a ‘continuous delivery’ way of working, which enables us to better focus on our business priorities and respond more quickly to change.
An Interview with John Goodall, Group Executive, Technology & Operations, Medibank12/02/2019 Who’s Who
FST Media: Walk us through Medibank's digital program for 2019. How is the company's digital strategy adapting to fast-evolving customer demands?
Goodall: Over the past three years, we’ve significantly improved our ‘MyMedibank’ digital experience – more than doubling our online registrations and usage of our app. This has clearly contributed to improving our customer experience, which is reflected in our Net Promoter Scores (NPS) – a tool used to gauge the quality of a business’s customer relationships – and increasing Medibank’s market share.
FST speaks with... Steve Weston, founder and chief executive, Volt Bank, as start-up becomes fully fledged bank30/01/2019 Who’s Who
FST Media: First of all, congratulations on being granted a full banking licence by APRA! Tell us a little about what will this mean for the future of Volt Bank and how it will shape your digital agenda for 2019?
Readying for revolution: FST in conversation with Rocky Scopelliti, Director, Centre for Industry 4.0, Optus05/11/2018 Who’s Who
Renowned futurologist, technology evangelist and demographic specialist, Rocky Scopelliti, is a man on a mission.