Welcome!

News Feed Item

85% of Customer Contact Automated in 3 Years - Goodacre UK

LONDON, March 21, 2017 /PRNewswire/ --

At a packed Systems in the City Conference (SITCC) held at the London Stock Exchange, Microsoft's Richard Peers suggested that 85% of customer engagement interactions will be managed without people by 2020. Customers would interact with companies in a natural, conversational way, on the channel service that they choose, powered by automated intelligence. This he said would allow firms to engage with customers in a natural way, conversationally and in context.

He added that over 70% of customers expected a response to complaints within one hour of complaining. The vast majority said that valuing their time was the most important aspect of customer service.

Alex Hore, from the main conference sponsor IRESS pointed out that more than half of UK investors say the quality of reporting they get from their wealth manager impacts their view of them. He added that while regulated firms needed to ensure infrastructures were being adapted to meet the major regulatory challenges scheduled for 2018, pressure was now on investment firms to improve client reporting, a key opportunity to prove value to clients. Clients wanted to see their information anywhere, anytime, on the train, at home and any time soon, on the plane, he said.

John Ahern (Jones Day) explained what needs to be done now in the run up to MiFID ll. Specifically he pointed out how to cope with the regulator's Conduct of Business 'paper mountain'.

Roderick Cooper (Societe Generale Securities Services) led the panel session which outlined how Fintech should improve the customer experience. Equiniti's Mark Taylor reminded delegates of Steve Jobs' earlier advice: Start with the customer experience and work back to the technology not the other way around.

Don Randall MBE, the former Bank of England Head of Security provided a stark warning that cybercrime was now the leader in fraudulent activities. Scott Cairns from T-Systems provided some practical advice to improve systems security:

  • Educate the employees
  • Restrict corporate assets
  • Disallow USB media access
  • Centralise your security expertise
  • Establish board level reporting
  • Engage CISO in business plans
  • Be ready for GDPR 2018

Stephen Pinner, MD GoodacreUK, said, "Senior management at firms within the regulated investment sector must now accept that the control of systems cannot simply be left to the IT department. IT is now business critical and is the main driver for ensuring efficiency, compliance and customer satisfaction. The seniority of attendance at this year's SITCC evidences how seriously firms are taking their responsibilities".

Notes for Editors:

  • SITCC is organised by Goodacre UK, the specialist consultancy for the regulated investment sector.
  • 21 speakers featured at SITCC 2017
  • SITCC was supported by
    • IRESS (main sponsor)
    • Avaloq
    • BNP Paribas Securities Services
    • Clearstream
    • Dion Global Solutions
    • ERI Bancaire
    • JHC
    • Lanware
    • Pershing
    • Platform Securities.
  • Conference Chairman was Richard Peers, Director Financial Services Industry, Microsoft.
  • Ian Woodhouse, PWC and Phillip Bungey, COO, Seven IM presented on Digital Investment Management and Virtual Advice
  • Panel sessions were chaired by:
    • Roderick Cooper, Societe Generale Securities Services
    • Paul Austin, Enyo Law,
    • Angela Knight CBE, Chair of the Office for Tax Simplification and Associate, Goodacre UK.

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
SYS-CON Events announced today that Cloudistics, an on-premises cloud computing company, has been named “Bronze Sponsor” of SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Cloudistics delivers a complete public cloud experience with composable on-premises infrastructures to medium and large enterprises. Its software-defined technology natively converges network, storage, compute, virtualization, and management into a ...
SYS-CON Events announced today that SD Times | BZ Media has been named “Media Sponsor” of SYS-CON's 20th International Cloud Expo, which will take place on June 6–8, 2017, at the Javits Center in New York City, NY. BZ Media LLC is a high-tech media company that produces technical conferences and expositions, and publishes a magazine, newsletters and websites in the software development, SharePoint, mobile development and commercial UAV markets.
Historically, some banking activities such as trading have been relying heavily on analytics and cutting edge algorithmic tools. The coming of age of powerful data analytics solutions combined with the development of intelligent algorithms have created new opportunities for financial institutions. In his session at 20th Cloud Expo, Sebastien Meunier, Head of Digital for North America at Chappuis Halder & Co., will discuss how these tools can be leveraged to develop a lasting competitive advanta...
Building custom add-ons does not need to be limited to the ideas you see on a marketplace. In his session at 20th Cloud Expo, Sukhbir Dhillon, CEO and founder of Addteq, will go over some adventures they faced in developing integrations using Atlassian SDK and other technologies/platforms and how it has enabled development teams to experiment with newer paradigms like Serverless and newer features of Atlassian SDKs. In this presentation, you will be taken on a journey of Add-On and Integration ...
Now that the world has connected “things,” we need to build these devices as truly intelligent in order to create instantaneous and precise results. This means you have to do as much of the processing at the point of entry as you can: at the edge. The killer use cases for IoT are becoming manifest through AI engines on edge devices. An autonomous car has this dual edge/cloud analytics model, producing precise, real-time results. In his session at @ThingsExpo, John Crupi, Vice President and Eng...
There are 66 million network cameras capturing terabytes of data. How did factories in Japan improve physical security at the facilities and improve employee productivity? Edge Computing reduces possible kilobytes of data collected per second to only a few kilobytes of data transmitted to the public cloud every day. Data is aggregated and analyzed close to sensors so only intelligent results need to be transmitted to the cloud. Non-essential data is recycled to optimize storage.
"I think that everyone recognizes that for IoT to really realize its full potential and value that it is about creating ecosystems and marketplaces and that no single vendor is able to support what is required," explained Esmeralda Swartz, VP, Marketing Enterprise and Cloud at Ericsson, in this SYS-CON.tv interview at @ThingsExpo, held June 7-9, 2016, at the Javits Center in New York City, NY.
Microservices are a very exciting architectural approach that many organizations are looking to as a way to accelerate innovation. Microservices promise to allow teams to move away from monolithic "ball of mud" systems, but the reality is that, in the vast majority of organizations, different projects and technologies will continue to be developed at different speeds. How to handle the dependencies between these disparate systems with different iteration cycles? Consider the "canoncial problem" ...
As businesses adopt functionalities in cloud computing, it’s imperative that IT operations consistently ensure cloud systems work correctly – all of the time, and to their best capabilities. In his session at @BigDataExpo, Bernd Harzog, CEO and founder of OpsDataStore, will present an industry answer to the common question, “Are you running IT operations as efficiently and as cost effectively as you need to?” He will expound on the industry issues he frequently came up against as an analyst, and...
Why do your mobile transformations need to happen today? Mobile is the strategy that enterprise transformation centers on to drive customer engagement. In his general session at @ThingsExpo, Roger Woods, Director, Mobile Product & Strategy – Adobe Marketing Cloud, covered key IoT and mobile trends that are forcing mobile transformation, key components of a solid mobile strategy and explored how brands are effectively driving mobile change throughout the enterprise.
After more than five years of DevOps, definitions are evolving, boundaries are expanding, ‘unicorns’ are no longer rare, enterprises are on board, and pundits are moving on. Can we now look at an evolution of DevOps? Should we? Is the foundation of DevOps ‘done’, or is there still too much left to do? What is mature, and what is still missing? What does the next 5 years of DevOps look like? In this Power Panel at DevOps Summit, moderated by DevOps Summit Conference Chair Andi Mann, panelists l...
In their Live Hack” presentation at 17th Cloud Expo, Stephen Coty and Paul Fletcher, Chief Security Evangelists at Alert Logic, provided the audience with a chance to see a live demonstration of the common tools cyber attackers use to attack cloud and traditional IT systems. This “Live Hack” used open source attack tools that are free and available for download by anybody. Attendees learned where to find and how to operate these tools for the purpose of testing their own IT infrastructure. The...
Keeping pace with advancements in software delivery processes and tooling is taxing even for the most proficient organizations. Point tools, platforms, open source and the increasing adoption of private and public cloud services requires strong engineering rigor - all in the face of developer demands to use the tools of choice. As Agile has settled in as a mainstream practice, now DevOps has emerged as the next wave to improve software delivery speed and output. To make DevOps work, organization...
My team embarked on building a data lake for our sales and marketing data to better understand customer journeys. This required building a hybrid data pipeline to connect our cloud CRM with the new Hadoop Data Lake. One challenge is that IT was not in a position to provide support until we proved value and marketing did not have the experience, so we embarked on the journey ourselves within the product marketing team for our line of business within Progress. In his session at @BigDataExpo, Sum...
The modern software development landscape consists of best practices and tools that allow teams to deliver software in a near-continuous manner. By adopting a culture of automation, measurement and sharing, the time to ship code has been greatly reduced, allowing for shorter release cycles and quicker feedback from customers and users. Still, with all of these tools and methods, how can teams stay on top of what is taking place across their infrastructure and codebase? Hopping between services a...