hearsay social 2016 innovation summit keynote

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CLARA SHIH

THE OMNICHANNEL CLIENT AND THE OMNICHANNEL ADVISOR

Clean up

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CONSTANTLY CONNECTED CONSUMERS

DATA ANALYTICS

IMPLICATIONS FOR BUSINESSES

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MEET MOLLY, A MILLENNIAL

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MOLLY IS CONSTANTLY CONNECTED

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HERE IS MOLLY’S CLIENT JOURNEY…

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Step 1 DISCOVER

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Step 1 DISCOVER

Step 2 RESEARCH & VALIDATE

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Step 1 DISCOVERY

Step 2 RESEARCH & VALIDATE

Step 3 REACH OUT

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Step 1 DISCOVERY

Step 2 RESEARCH & VALIDATE

Step 4 LEARN & ENGAGE Step 3

REACH OUT

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THE UNFORTUNATE REALITY

Step 1 DISCOVER

Step 2 RESEARCH & VALIDATE

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Step 1 DISCOVERY

Step 2 RESEARCH & VALIDATE

Step 3 REACH OUT

THE UNFORTUNATE REALITY

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VISUAL OF

MOLLY’S FACE

JOINING

THOUSANDS

OF OTHERS?

IT’S NOT JUST MOLLY AND MILLENNIALS... THIS JOURNEY HAS BECOME UNIVERSAL

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IT’S NOT JUST MOLLY AND MILLENNIALS... THIS JOURNEY HAS BECOME UNIVERSAL

VISUAL OF

MOLLY’S FACE

JOINING

THOUSANDS

OF OTHERS?

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TODAY, CLIENTS HAVE

ALL THE POWER

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ADVISORS MUST ADAPT TO THE NEW OMNICHANNEL CLIENT JOURNEY

Step 1 DISCOVERY

Step 2 RESEARCH & VALIDATE

Step 4 LEARN & ENGAGE Step 3

REACH OUT

Step 5 REVIEW & REFER

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FIRMS NEED TO ENABLE THE OMNICHANNEL ADVISOR

SOMEHOW SHOW

EACH OF THE

VISUALS FOR

SOCIAL, TXT, MAIL,

SITES ALL ON THIS

SLIDE

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YET MOST ADVISORS HAVE BEEN LEFT BEHIND

DIGITAL DIRECT (EG, ROBO, MOBILE BANKING)

EXISTING ADVISORS & BRANCHES

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John Feinsmith Financial Advisor

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SOCIAL SELLING

CRM

WEBSITE EMAIL COMPLIANCE

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CONSTANTLY CONNECTED CONSUMERS

DATA ANALYTICS

IMPLICATIONS FOR BUSINESSES

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TRADITIONALLY, MOST CLIENT OUTREACH EFFORTS LOOKED LIKE THIS

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BUT DIGITAL INTERACTIONS à BIG DATA à INCREDIBLE INSIGHTS

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Body Language Digital Signs Verbal Cues

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CONNECTING SILOS YIELDS EVEN GREATER INSIGHTS

LEADS

CLIENT RECORDS

COMPLIANCE RECORDS

ADVISOR-CLIENT

COMMUNICATIONS Social, Text, Email, etc

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YOUR ADVISORS NEED EVERY ADVANTAGE

ROBO

REGULATION

CLIENT RELEVANCE

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CONSTANTLY CONNECTED CONSUMERS

DATA ANALYTICS

IMPLICATIONS FOR BUSINESSES

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HEARSAY’S MISSION:

MODERNIZE FINANCIAL SERVICES SALES FORCES WITH A COMPLETE, COMPLIANT DIGITAL TOOLKIT

AND PREDICTIVE ANALYTICS

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COMPANY HIGHLIGHTS

o  Founded in 2009; raised $51M venture capital.

o  Based in San Francisco; power omnichannel advisors across 22 countries.

o  Focused 100% on financial services.

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HEARSAY ENABLES OMNICHANNEL ADVISORS WHO CAN SERVE TODAY’S OMNICHANNEL CLIENTS

SOMEHOW SHOW

EACH OF THE

VISUALS FOR

SOCIAL, TXT, MAIL,

SITES ALL ON THIS

SLIDE

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HEARSAY ENABLES OMNICHANNEL ADVISORS WHO CAN SERVE TODAY’S OMNICHANNEL CLIENTS

SOMEHOW SHOW

EACH OF THE

VISUALS FOR

SOCIAL, TXT, MAIL,

SITES ALL ON THIS

SLIDE

Connected Accounts

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ANIMATE SIGNALS: HAND

DRAWN ALERTS THAT JANE

OPENED YOUR EMAIL,

FRAN HAD A BABY, BOBBY

VISITED YOUR WEBSITE

(STICK FIGURE FACE +

HAND WRITTEN SIGNAL)

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WHO OWNS SOCIAL AND DIGITAL?

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SOCIAL AND DIGITAL ARE EVERYONE’S JOB

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SALES MANAGEMENT

1. Lead by Example

2. Manage to metrics

3. Integrate into methodology

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MARKETING

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There are costs and risks to a program of action, but they are far less than the long range

risks and costs of comfortable inaction.

― John F. Kennedy

IT AND COMPLIANCE

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The biggest risk is not taking any risk.

—Mark Zuckerberg

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Frequent advisor touch points are

greatest predictor of client NPS and

loyalty

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SOCIAL SELLING

CRM

WEBSITE EMAIL COMPLIANCE

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Existing Agents & Branches ü  Email ü  Web ü  Social ü  Text

EMPOWERED Omnichannel

Agent

TO SURVIVE, WE MUST BRING ADVISORS ALONG IN THE DIGITAL TRANSFORMATION

EMPOWERED OMNICHANNEL ADVISORS DIGITAL DIRECT

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CLARA SHIH

BOOK SIGNING @ 3PM DOWNSTAIRS