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...
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...
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...
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...
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...
In Conversation with Alan Tsen, General Manager, Stone & Chalk – Part Two20/05/2019 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...
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...
Optimise sales performance management to improve customer experience17/04/2019 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...
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...
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...
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...
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...
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...
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...