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With fundamental shifts in technology, customer preferences and macroeconomics driving enormous change; there has never been a more exciting time to be in financial services. CMC Insights will address your burning questions around the key opportunities and challenges facing the industry such as AI, GDPR, blockchain and much more. Stay connected to the latest in financial services technology, where ever you are.

IoT and Insurers. Threat or Opportunity?

July 3rd, 2018

Written by: David Clamp, Founder & Managing Director, Merlin Digital Consulting Follow on Twitter: @merlindigicon

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Creating a Data Driven Culture

June 25th, 2018

Dr. Dominik Kalisch, Chief Analytics Officer at Nord/LB talks to CMC Insights about how to create data-driven teams, establishing a culture of analytics and the importance of interdisciplinary teams within Banking. 

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Leveraging Open Banking Principles

May 30th, 2018

Keynote Speech at The European Digital Banking Summit 14th-15th May 2018

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RBC wins the Celent Model Bank Award using the Horizn Platform

May 1st, 2018

The Horizn Knowledge Platform, which is used to power the Royal Bank of Canada (RBC) Digital Activation Strategy, led to RBC winning a Celent Model Bank 2018 award for Employee Productivity.

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IT & Change Management Director, Legal & General

March 26th, 2018

Interview with Morgan Spillane, IT & Change Management Director, Legal & General

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GDPR: compliance task or business opportunity?

March 14th, 2018

Written by David Clamp, Founder & Managing Partner of Merlin Digital Consulting.

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COO IT Infrastructure, Société Générale

March 14th, 2018

Soundbites from Conrad Hobbs on customer experience strategy and IT agility. 

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Innovation Manager, Achmea

March 7th, 2018

Jeroen Bartelse, Innovation Manager at Achmea about how new entrants are disrupting the insurance industry. 

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Progression Map: Emerging Tech in Banking February 2018

February 26th, 2018

In a workshop hosted by David Clamp, guests of the Global CIO Banking Summit which took place in February 2018 explored the emerging technology within the Banking sector and plotted these advancements on our progression map. 

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An Omni-Channel Primer

February 26th, 2018

Five things to Know Before Embarking on an Omni-channel Strategy for Financial Services.  Written by iovation. 

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A Day in the Life of your Banking Customer

February 22nd, 2018

Written by Natasha Kyprianides, Head of Omni-channel & Customer Experience, Hellenic Bank.    

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APIGEE | GOOGLE CLOUD: THE RISE OF THE API ECONOMY

February 21st, 2018

Spiros Margaris, VC at Margaris Advisory interviews David Andrzejek, API Ecosystems, Apigee | Google at the Global CIO Banking Summit which took place on the 5th - 7th February 2018. Hear from API Ecosystems expert David Andrzejek on why Google invested in Apigee just 15 months ago. For more information about Apigee, go to apigee.com. The Global CIO Banking Summit is a truly invitation only C-suite gathering driven by working groups, case study sessions, showcases and think tank sessions. Global C-suite executives come together with leading solution providers to engage, debate, experience share and deliberate the future of banking. Click here register your interest for the next Summit which is taking place on the 24th - 26th September 2018.

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Omnichannel Authentication

February 20th, 2018

Creating a Banking Experience Customers Will Love Financial Institutions are competing in a market where customer expectations are higher than they’ve ever been, which is why creating an exceptional customer experience is imperative. If you’re at all concerned with customer experience you’ve probably heard the word ‘omnichannel’ thrown around, but what does omnichannel mean? In this solution brief, you’ll learn how making the move from multichannel access to omnichannel access can improve the customer journey while also reducing risk. Become the bank customers love doing business with.

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MD - CIO COLLABORATIVE TECHNOLOGY SOLUTIONS, DEUTSCHE BANK

February 19th, 2018

Wendy Redshaw, Managing Director CIO Collaborative Technologies at Deutsche Bank talks to CMC Insights about customer experience strategy and shared services.

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THE PERFECT STORM – DIGITAL, DATA, AND CHANGING BUSINESS MODELS

January 25th, 2018

Written by: David Clamp, Managing Director, Merlin Digital Consulting Ltd
Follow: @Merlindigicon I recently attended Connect Media Consulting’s European Digital Insurance Summit. This year’s event brought together over 50 senior insurance thought leaders, and its innovative and interactive nature (think tank challenges, working groups, and case study sessions) created lively and challenging debate about the future of digital insurance in an era of digital disruption. So what are the key challenges and opportunities that senior leaders in the industry face today? Here is a summary of my top three takeaways. Data and Advanced Analytics Data enables insurers to see customers as unique individuals with their own needs and requirements, allowing simplification and personalisation of the customer experience at every touch point. However, right now point of sale and claims processes are often over-complicated. So, how can insurers reuse data in a smart way so that they can better understand both the customer and their risk? Here, the use of predictive analytics to provide bespoke offerings tailored to the needs of customers, plus personalisation of the customer journey, will be key to delivering more accurate customer profiling. This will help reduce the need for repeat questions, duplicate requests or re-keying of information as well as enabling insurers to use existing data sources. But in order to do this, insurers need to build trust and demonstrate that the information customers are sharing is of real and timely benefit to them. There is clearly no shortage of data, but as an industry, insurers are still struggling to get any meaningful insight that produces action-orientated decisions. In short, the industry needs to get back to a place where data is an enabler, creating a customer-centric culture and providing a platform for innovation. Changing Business Models New technology is disrupting industries and changing customer expectations and demands.  In the insurance sector, on-demand, usage-based, peer-to-peer and social-enterprise business models are emerging because customers believe they are getting less value from their conventional Insurance. New competitors, ranging from many Insurtech start-ups to Amazon and Google, are now playing in this space, and their digital capabilities and resources do not respect any established industry boundaries. As a result, they have the agility and speed to adopt and implement change far quicker than traditional insurers. Innovation is happening on a massive scale, so for large-volume insurers to remain competitive, they need to radically review their current ‘after-the-event’ proposition and look at what new products, business models, and capabilities they will need to fully support customers in a world of loss prevention. They certainly need agility to be able to quickly build new products and services and adapt existing systems and processes as customers’ needs continue to evolve. Smart Mobility Disruptive trends such as urbanisation, a diminishing emotional attachment to cars, and a move to a sharing economy coupled with technology are creating the perfect storm taking us into an age of smart mobility. Ernst and Young confirmed that the race to autonomous cars is fully underway. Many mainstream manufacturers are aiming to have level 5, fully autonomous cars on the road by 2021. Multi-billion pound investments from Tesla, Ford, and BP Energy are driving this forward at a rapid pace. That said, there are still a lot of unanswered questions keeping insurers awake at night. How do they assess the risk and failure of a self-driving algorithm? How can they address legal disputes over where and how the fault occurred? Who is the customer? This could result in lower frequency of claims but higher value claims due to expensive sensors and legislative ambiguity, not to mention the ethical challenges that are currently being debated (do you programme the algorithm to protect the passengers or the pedestrian?) Using AI, chatbots, and machine learning, the claims handling process could look very different in an autonomous world. For example, an accident occurs and is detected by sensors. The chatbot communicates with the customer via SMS, a sequence of questions is answered, the chat transcript recorded, a claim set up and then the repairer is automatically appointed and authorised. Data from autonomous cars will give insight beyond what insurers have ever had before. It could indicate everything from the behaviour of passengers (weight on seats), suspension conditions, the ability to identify potholes/ black ice spots, to prevailing weather conditions prompted by use of automatic windscreen wipers. There is a wealth of data that insurers can use to provide bespoke quotes based on usage, but the biggest risk is that they currently do not have access to this data. Therefore, insurers need to be collaborating with manufacturers now to ensure this happens. In summary, it was clear from the summit that the key pain points in the industry are speed, agility, and adoption. How can insurers react quickly to new and emerging trends and technological disruption; how can they make sure they have access to that all-important data? OutSystems is a vendor I’ve been working with over the past few months. They attended the summit and certainly have what it takes to deliver the agility and digital foundation many insurers are looking for. Not only does OutSystems have a proven track record in the insurance sector, but its market-leading solution also combines low-code development with advanced mobile capabilities so that it can be easily integrated with existing systems. OutSystems concentrates on building a digital framework that can tackle the changing demands and expectations from both the insurer and the wider business, enabling insurers to scale as demand grows. The summit confirmed that doing nothing is not a viable option. Now is the time for insurers to have clear leadership, fully grasp the great opportunities that digital, prolific data and changing business models will bring, and to innovate in new and exciting ways so they can continue to offer value to their customers.

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FOUNDER & EXECUTIVE CHAIRMAN, CLEARBANK

December 17th, 2017

Nick Ogden, Founder and Executive Chairman of ClearBank talks to CMC Insights about his view of the banking industry and what innovation success looks like to him, his journey with ClearBank from conception to now and lastly about his career, his biggest decisions; good and bad, and what advice he’d give to aspiring leaders.

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FOUNDER & MD, MERLIN DIGITAL CONSULTING LTD

December 3rd, 2017

David Clamp, Founder & Managing Director of Merlin Digital Consulting Ltd talks to CMC Insights about his journey since leaving Hiscox in December 2016, what common challenges he’s seen insurance companies face and what approaches they’re taking to overcome these. David also talks about the opportunities around IOT and connected / smart devices and what impact this could have on the industry.

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HEAD OF DESIGN AUTHORITY, AXA

November 29th, 2017

Mark Carpenter, Head of Design Authority, Axa talks to CMC Insights about how legacy systems within Axa are hindering innovation and how data protection is limiting the use of AI. Mark also talks about how Axa are adapting in order to meet needs of emerging customers and the succes that they are having within this market.

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CTO & CO-FOUNDER OF LAKA

November 26th, 2017

Ben Allen, CTO & Co-Founder of Laka talks to CMC Insights about setting up Laka and his journey experiencing its growth. We learn about why Laka is different to other insurance providers and how they plan to shake up the industry.

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HEAD OF GLOBAL TECHNOLOGY, MICROENSURE

November 21st, 2017

Rich Belbin, Global Head of Technology at MicroEnsure outlined the benefits of using an operating model without an underwriter, what makes MicroEnsure so unique and the challenges from a technical standpoint that MicroEnsure faces. While outlining how MicroEnsure operates, Rich spoke about the collection of contributions from customers and partners using the MicroEnsure Global Product Platform, it’s speed of processing and how, by scaling back to the essentials, MicroEnsure are able to offer an IT solution at low cost with outstanding productivity.

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PROGRESSION MAP OF THE EMERGING TECHNOLOGIES WITHIN INSURANCE, 2017

November 19th, 2017

The CMC Insights Progression Map of Emerging Technologies within Insurance assesses the current technology trends within the insurance industry.   This information is the outcome of a workshop at The European Digital Insurance Summit (Nov 2017). Guests of the Summit explored the emerging technology within the insurance sector and plotted these advancements on the progression map.

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CIO DESIGN SERVICES, DEUTSCHE BANK

September 10th, 2017

Paul Weller, CIO Design Services, Deutsche Bank talks to CMC Insights about changes to customer behaviour and how this is impacting Deutsche’s customer experience strategy. Paul also talks about the transformation from waterfall to agile within IT Systems. Interview took place at The Global CIO Banking Summit, 2017

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THE ADVENT OF AI

September 5th, 2017

Spiros Margaris, VC, Margaris Advisory interviews Max Tankelevich, CEO & Founder, WorkFusion

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