Touchpoints: Putting the customer at the centre of your world.

The pandemic has acted as a powerful catalyst for market dynamics already in play, most notably the switch from in-person to digital banking channels. Apps collect vast amounts of unstructured customer feedback in the form of the Batum comments that accompany app ratings. 

These comments used to be mainly complaints about table stakes, technical stuff like security, usability and reliability. But these days, they are as likely to be about complex banking functions or customer journeys such as managing payments or locking and unlocking card features.

In this episode, we talk to the latest Touchpoint Group team member Nick Young. Nick has more than 20 years of experience in customer analytics, pricing strategy and revenue optimisation for financial services around the globe. He is an expert at leveraging deep learning techniques and predictive analytics to transform business processes and re-imagine customers' experiences.

Where to find Nick:

The rate of change and innovation in the banking industry right now is staggering. And in an industry that is going through a massive transformation, there is no one more ambitious in their vision than Kelvin Tan from Standard Chartered nexus. Imagine a world with some of the world's largest e-commerce platforms launching their own banking services. In fact, a world where banking is a white-label, plug and play banking service that digitally marries any ecosystem to be able to provide their customers with banking services with no banking license issues.

Kelvin Tan is the Global Lead for Standard Chartered nexus, a Banking-as-a-Service proposition. Based in Singapore, Kelvin has been leading the build of the white-label plug and play banking solution with a vision to redefine the banking experience for customers globally by digitally marrying ecosystems to banks. The first market in Indonesia, where the Bank has announced two partners, Bukalapak and Sociolla, with further plans to expand in the region.

Kelvin has been featured in global publications such as BBC and Forbes. Kelvin has spoken at key engagements internationally, such as Finovate Asia, Singapore FinTech Festival, and IBF.

Kelvin has held multiple roles in the bank ranging from Transaction Banking to Retail Products and Payments to Strategic Programmes, between 2012 and 2018. In those roles, he has led cross-functional, cross border teams to deliver multiple capabilities for the bank including Apple Pay, Samsung Pay and Google Pay in multiple locales and the MyWay program (Singapore’s first silver generation targeted product programme).

Prior to that, Kelvin has held multiple roles in multiple organisations and industries. His roles have spanned consumer finance, transaction banking and FMCG, covering product, analytics, business management and research. He has worked in Singapore, Indonesia and Thailand.

Kelvin holds an M.A from the Committee in International Relations from the University of Chicago, and a BA (Hons) in Politics and International Studies from Murdoch University.

Where to find Kelvin:

Daniel works with organisations that want to become future-proof. Ambitious organisations, concerned about their future market position, new market entrants and how to benefit from new technologies. Working as a trusted advisor at the senior executive level, he takes them through the journey from predicting the direction of future travel in a market space to an agreed, actionable set of strategic revenue and growth opportunities.

Daniel works across sectors, with a demonstrable track record in multiple vertical markets including recruitment, transport, engineering, technology, infrastructure and social enterprise. Using a robust, well-structured governance model, He provides detailed challenges, clear oversight and leading-edge insight to build, deliver and enhance value from corporate innovation, venturing and renewal.

Daniel Jonas joins us to talk about the journey Pay.UK have ahead of them, the impact on end-users and the innovative modelling program they are embarking on to mitigate risk and give their customers and end-users the best possible payments experience as they reinvent the dominant payments platform in the UK.

Daniel is head of research and innovation at Pay.UK leading a team to deliver their Deep insights programme.

He has a distinguished career driving innovation in a wide variety of industries where systemic problems create the need for true leadership in innovation to effect real, positive change.

Imagine being offered your dream role heading up a completely new division and setting up a customer experience program for one of the most recognised brands on the planet just as a global scandal surfaces that wiped billions of dollars of its valuation and severely damages public perception and trust…

That is exactly what Jason Bradshaw walked into with eyes and arms wide open and embraced the challenge as Volkswagen Australia's  Chief Customer Officer and Director of Customer Experience

Join us as Jason talks us through how he dealt with that situation and shares those critical components of creating a world-class customer experience program in your business (no matter how big or small) that actually delivers a return on investment.

Where to find Jason:

Maroš Servátka is a Professor of Economics at Macquarie Graduate School of Management, which is Australia’s leading graduate business school. Maroš served as the Economics Discipline Leader at MGSM in 2015-2018. He is the Founding Director of the MGSM Vernon L. Smith Experimental Economics Laboratory and the Founder and Past President of the Slovak Economic Association. Maroš previously held an Associate Professor position at the University of Canterbury where he was also the Director of the New Zealand Experimental Economics Laboratory. He has been awarded national and international competitive grants and his research has been published in leading economics and management journals. 

Maroš is the recipient of the 2019 Ronald Coase Institute Outstanding Achievement Award and 2021 Macquarie Excellence in Research Award.  Maroš specializes in experimental and behavioural economics and has experience consulting to industry, government & non-profit organizations on behavioural approaches and solutions. He has conducted research in the area of charitable giving in order to help charities to raise funds and provided behavioural insights to businesses on market strategy, customer service, and project planning. He has advised government agencies on behavioural public policy issues, studied matching algorithms used by stock exchanges, and explored governance structures of firms and employee behaviour to provide managerial recommendations. He teaches his MBA students to apply experimentation in their organizations to learn what works but also what does not.   

Where to find Maroš Servátka:  

Website https://sites.google.com/site/marosservatka/

LinkedIn https://www.linkedin.com/in/maroš-servátka-7122294/

In this episode, we meet Carey Davidson a world-renowned speaker, author, founder, HR guru and is an expert in the business of self-mastery.

Her groundbreaking 5 Archetypes system is used in companies and homes around the world to dramatically improve the experience of life and work. Her book, The Five Archetypes: Discover Your True Nature and Transform Your Life and Relationships (2020 Simon & Schuster) uncovers what motivates perpetual growth and lifelong purpose.

Carey has taught for Tony Robbins, at UCLA, Columbia University, CUNY, for fortune 500 companies and international NGO’s. She helps individuals and organizations maximize relationships by leveraging their unique interactive styles.

Carey is the founder of Tournesol Wellness, an integrative healing and education centre in NYC and is the Co-founder and Executive Director of Tournesol Kids, 501c3.

Where to find Carey Davidson:

Adrian is passionate about getting stuff done with deep experience in digital channels and a track record in designing end-to-end customer journeys for both online and offline touchpoints.

He studied at Waikato University, where he earned a Master's degree in Marketing Strategy and Information Systems.

Adrian moved to London in 2006 to work in the banking industry that hadn't yet reached Kiwi shores. During his 15 years abroad he worked for large banks such as Barclays and Lloyds Bank.

He returned to New Zealand in late 2020 and is now the Head of Product at BlinkPay, a Māori fintech startup that designs digital payment solutions based on Open Banking NZ APIs.

Where to find Adrian Smith

Park Howell is considered the World's Most Industrious Storyteller helping purpose-driven brands grow by as much as 600% through the customer-centric stories they tell. He is the host of the popular Business of Story podcast, which is ranked among the top 10% of downloaded podcasts in the world. Park is the author of Brand Bewithcer: How to Wield the Story Cycle System to Craft Spellbiding Stories for Your Brand and is co-author of the new book The Narrative Gym for Business, which is a short 75-page guide on how to use the ABT narrative framework to revolutionize how you communicate. Park consults, teaches, coaches and speakers internationally help leaders excel through the stories they tell.   

Where to find Park Howell