by Kristin Moyer | March 5, 2014 | 3 Comments
Digitalization is ushering in a seismic change in the way products are consumed, services are delivered, and revenue and costs are allocated. Customer experience is at the center of this change. The balance of power has shifted fundamentally in favor of the user, but line-of-business leaders have yet to purposefully give more control to users in any kind of meaningful way. This is vital to accomplish, because users have become accustomed to having control in other areas of their digital life, in some cases (such as media, travel and e-commerce) for more than a decade.
New digital entrants Puddle, Billtrust, Crowdtilt, LevelUp, Square and others have focused on shifting control to users much more aggressively than banks. Public Web APIs have been key to their success, both in terms of transforming customer experience (by giving users control) and achieving rapid growth. For example, WePay’s monthly crowdfunding payment processing is around $1.5 million and has grown by 35% per month since it got its first crowdfunding API partner in October 2011. Braintree, acquired by eBay for $800 million in cash, is a merchant acquiring payment platform based on APIs and processes more than $10 billion per year.
Just as they have for new digital entrants, public Web APIs provide banking CIOs, chief marketing officers (CMOs) and line-of-business leaders with an opportunity to shift control to users and improve net profits, as well. Public Web APIs can be deployed in three main ways, each of which has a different impact on customer experience and net profits: 1) enable mobility and innovation, 2) increase product and service accessibility, 3) create new business models (Gartner clients, for details on each deployment model please see “API Deployment Models that Accelerate Digital Banking“).
Global banking net profits are under a tremendous amount of pressure. However, prioritizing public Web API deployment based on the highest net profit impact possible will not always be the right choice for CIOs and CMOs. By 2015, more than 50% of public Web API deployments will be to improve digital customer experience as an even more important priority than net profits.
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by Kristin Moyer | January 8, 2014 | Comments Off
The Nexus of Forces is absolutely transformational and is changing the nature of business and even how individuals think of business, finance and money itself. However, there is also a dark side to the Nexus of Forces. In many ways, the nexus has led to a disconnected, anti-social world with extreme tiredness of mobile, social, cloud and information — in other words, nexus fatigue. Nexus fatigue has occurred largely because of complexity and a loss of control (e.g., unwanted offers), trust (e.g., 10% of product reviews are fake), privacy (e.g., National Security Agency data mining) and security (e.g., increased mobile fraud). We have too many texts and posts to keep up with, it is too hard to manage what is public and what is private, and it is too hard to evaluate the validity of product reviews. The list goes on.
Fatigue leads to exhaustion and breakdown. If intervention does not occur, then nexus fatigue can damage your:
- Organization — Consider these incidents: A CFO tweeted too much, too soon (Francesca’s), weather data was not leveraged in fighting a fire (Yarnell Hill fire), financial risk data was ignored (London Whale), and email went unread and data was ignored (nuclear meltdown at Fukushima).
- Employees — Overuse of nexus technologies has been shown to negatively impact performance and health (see the impact of nexus fatigue below).
- Customer relationships — Business leaders are investing in nexus and digital technologies 3 that could disconnect them from customers who are already nexus-fatigued.
- Yourself and your personal relationships — Consider these real-life headlines: “Japan’s Lonely May Rent ‘Family’ for Home Visits,” “Diablo 3 Death: Teen Dies After Playing Game for 40 Hours Straight,” “Girl Starved to Death While Parents Raised Virtual Child in Online Game,” “Forecast: Sex and Marriage With Robots by 2050.”
Managing nexus fatigue proactively and properly (clients, please see here for more details) is truly a matter of life and death for individuals that have struggled to curb their use of technologies. For corporations, nexus fatigue can negatively impact reputation and, potentially, viability in extreme cases. It is essential that CIOs have tools to manage nexus fatigue for their organization, employees, customers — and even themselves.
Addressing nexus fatigue requires systemic (placing the burden on systems, societies and government) and individual action (limiting personal use). To deal with fatigue, start with identifying symptoms and impacts for both employees and customers. Once these are known, personal actions (like putting your mobile phone away during dinner) and new nexus technologies that protect, make life easier and connect people (clients, please see here for more details) can help mitigate the adverse effects of fatigue.
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by Kristin Moyer | December 11, 2013 | Comments Off
Open banking uses APIs, apps and app stores to create radically different approaches to identity, data and intelligence, access and delivery, and location and context (customers, please see this research for more details). Because of this, open banking is a key enabler to becoming a digital bank. Banking apps are growing at more than 100% per year already. We think that by 2016, 75% of the top 50 global banks (by assets) will have launched an API platform and 25% will have launched a customer-facing app store.
Open banking is a differentiator today for early adopters like Crédit Agricole, Capital One, BBVA, Deutsche Bank, E-trade and others. However, it will become a necessity within 12 to 24 months to make progress with digital banking and compete effectively with other banks and nonbanks. Because of this, we believe that CIOs that have yet to launch open banking should include budgeting for strategy, planning and an initial launch in 2014.
Category: Uncategorized Tags: app stores, apps, open banking, public web apis
by Kristin Moyer | January 20, 2012 | 2 Comments
Contributed by David Furlonger
Today we conducted our Euro Crisis Webinar. 416 participants were surveyed about:
- Whether their enterprise had plans in place to deal with a worsened euro crisis
- Whether the euro crisis has impacted their IT budget
- Whether the euro crisis would influence investments in innovation
Results of the polling revealed that 50% of respondents covering all industries have no contingency plans in place to manage a worsened euro crisis. We urge clients to better prepare themselves via accessing existing research available on http://www.gartner.com/ and setting alerts for upcoming research using the search term “euro crisis”.
Existing published research includes:
Peter Redshaw Jan 18th: Euro Crisis and the Threat to Outsourcing
Andrea DiMaio Jan 18th:Examine Six Risk Dimensions of IT Preparedness for the Euro Crisis
Alistair Newton Jan 16th: Expect the Euro Crisis to Adversely Affect Payment Systems and Industry Supply Chains
Keith Harrison Jan 13th: Euro Crisis: Issues and Recommendations for Electric Utility IT Functions
Mim Burt Jan 11th: How Retail CIOs Should Respond to the Unfolding Euro Crisis
Mark Raskino Dec 29th: Euro Crisis: Key Questions CEOs and CIOs Should Ask Each Other
Stessa Cohen Dec 27th: Euro Crisis Offers Banks Opportunity to Revise Social Media Strategies to Engage Customers and Innovate
Dave Aron Dec 23rd: Ensure Your IT Strategy Is Ready for a Euro Crisis
Andrea Di Maio Dec 22nd: What the Euro Crisis Means for Government IT
David Furlonger Dec 20th: The Euro Crisis: Four Scenarios and How CIOs Can Prepare for Them
David Schehr Dec 20th: The Euro Crisis Will Mean More and Different Customers for Wealth Managers
David Furlonger Dec 6th: CIOs Should Address the Impacts of the Euro Crisis on Their Enterprises Now
David Furlonger Oct 1st 2010: The European Crisis and Market Impact: Situation Remains Dire
David Furlonger Apr 17th 2009: The Financial Market Crisis: Storm Clouds Over the Euro
We also asked webinar participants about their IT investment plans:
- 52% of respondents believe IT budgets will remain unchanged
- 15% expect an increase
- 9% expect a decrease of <5%
- 25% expect a decrease of >5% in their IT budgets
Clients should watch for forthcoming research from analyst Kurt Potter: Actions to Fight Cost Optimization Fatigue during the Euro Crisis, for additional guidance on how to work through reduced IT budget scenarios
Lastly, we also asked webinar participants about their views on how the euro crisis will impact investments in research and development and discretionary spending on innovation:
- 17% revealed that discretionary spending would increase
- 69% suggested there would be no change
- 14% voted that discretionary spending investments would be cut to zero
Those clients who expect no change in their innovation spending patterns or who anticipate a cut can gain further insight into the importance of maintain an innovation focus during crisis by reviewing an upcoming note from David Furlonger: Euro Crisis Innovation Remains Critical to Survival and Growth
We thank everyone for their participation today and welcome client enquiry and continued interaction on this important subject. An archive of today’s material can be found on the Gartner Webinar website.
Category: banking CIO Customer euro Executive Decisions insurance operations payments securities social networking twitter Uncategorized Tags: banking, banking and investment services, Basel II, cio, cost containment, customer communication, customer service, customer trust, financial crisis, financial services, financial services restructuring, innovation, insurance, IT, market crisis, Operational risk, regulation, regulatory compliance, restructuring, risk management, scenario planning
by Kristin Moyer | January 10, 2012 | Comments Off
Contributed by David Furlonger [ Register Now For January 19th webinar: Euro Crisis Webinar ]
An interesting article appeared on Reuters yesterday: Financial repression is here and may be helpful.
It discusses and supports the potential for greater control over the financial markets by governments, including a continuation of the current schemes that print more money for central banks to lend to banks who then buy more “risk free” government debt. Throw in a little inflation and the long-term debt load depreciates. Merkel is calling for more money for Greece and I note that the US debt ceiling has been nearly reached – again. (Where did that last U$1tn get spent anyway..?) The suggested alternative to financial repression via regulation is considered far worse. But is it?
Admittedly austerity packages don’t help either and are creating popular unrest at levels considered worrying enough for several commentators to point to previous historical conditions that led to bloodshed. Nevertheless, structural reform doesn’t even seem to be on the agenda, and certainly lacks political will.
In fact, the most recent Economist leader hinted rather as political posturing and included the repressive/protectionist impact of:
- The imposition of the Tobin tax on financial transactions (suppressing proprietary trading),
- Forcing houses that do clearing & settlement of derivatives that are denominated in euros to be located in eurozone,
- Forcing OTC derivatives to move to exchange-traded instruments
While maintaining market order, curbing greed and improving terrible risk management is important, protectionism and unnecessry regulation will only introduce artificial subsidies. Financial institutions will surely be wise to this as the costs of managing red tape increase eating further into profit margins. The euro crisis and political/regulatory meddling will therefore likely encourage Asian markets to be more aggressive with strategies to evolve their own platforms and tempt firms to move east.
Regardless of Europe 2020, a 2010 European Commission report highlighted more than 330 trade restrictions that included cross border challenges such as tariff increases, licensing requirements etc, as well as internal restrictions such as certification schemes, buy-national policies etc. A worsening euro situation leading to a meltdown or default scenario will only make matters worse: The Euro Crisis: Four Scenarios and How CIOs Can Prepare for Them, and likely bring about yet more “repression.”
Perhaps the most immediate form of any financial repression will involve protectionist initiatives designed to “protect” local jobs. This has two implications for CIOs:
- General enterprise HR sourcing and labour/talent mobility
- Ability to outsource
This will require CIOs to perform a risk analysis/containment and draw up contingency plans for all outsourcing contracts. Such planning will enable CIOs to adapt outsourcing strategies as needed. In the current crisis, these plans need regular review. The key question here is to ask: what contractual contingency has been taken in the event of a significant change to the business model of the firm due to meltdown or euro break-up?
CIOs should carefully consider their longer-term HR plans in terms of location of critical talent, training mechanisms, long-lining business support and the specific contractual requirements for IT staff and their jobs. Flexibility is key, as is increasing the institutional knowledge of non-eu locations, working practices and culture.
In terms of the ability to outsource, corporations and government departments have been under pressure in the press and from unions to reconsider outsourcing while simultaneously looking to make local redundancies in an effort to cut costs: Backlash leads Birmingham City Council to reconsider offshoring IT-jobs and Department for Work and Pensions staff begin industrial action. CIOs need to have in place communication and media management plans to address any public backlash from operational changes.
CIOs should also note that repression may not be overt. They need to prepare for additional administrative requirements, the impact of subsidies on ROI and potentially more foreign exchange rate manipulation that will impact the costs of products and services. Note the last quarter’s Swiss moves in this regard: Swiss Franc Protectionism. Such protectionism will likely not occur as “one-off’s” at the moment annual budgets are set. This means CIOs will require financial flexibility from CFOs as part of ongoing project commitments.
Loading companies with more red tape will in the end just be counterproductive for all of Europe, especially at this moment of econommic malaise. However, CIOs must prepare for more protectionism, whether overt or hidden under the banner of market stabilization.
Remember to read our latest research:
CIOs Should Address the Impacts of the Euro Crisis on Their Enterprises Now
The Euro Crisis: Four Scenarios and How CIOs Can Prepare for Them
Ensure Your IT Strategy Is Ready for a Euro Crisis
Euro Crisis: Key Questions CEOs and CIOs Should Ask Each Other
What the Euro Crisis Means for Government IT
Euro Crisis Offers Banks Opportunity to Revise Social Media Strategies to Engage Customers and Innovate
The Euro Crisis Will Mean More and Different Customers for Wealth Managers
And remember to diarise our January 19th webinar on this topic: Euro Crisis Webinar
Category: banking CIO Customer euro Executive Decisions insurance operations payments securities social networking twitter Uncategorized Tags: banking, banking and investment services, Basel II, BCM DR, cio, cost containment, customer service, customer trust, financial crisis, financial services, financial services restructuring, innovation, insurance, IT, lending, market crisis, Operational risk, regulation, regulatory compliance, restructuring, risk management, scenario planning, sourcing
by Kristin Moyer | December 20, 2011 | Comments Off
Contributed by David Furlonger
On the weekend, I read a rather alarming commentary by David Stockman European Banking System is on the Verge of Collapse. While this analysis clearly highlights the fragility of bank balance sheets, it doesn’t dig deeply into the graver issue facing the Eurozone policy makers and indeed the world – that of hypothecation. As has been highlighted in the past (MF Global may be apocalyptic for the eurozone), the deeper concern is the amount of leveraged collateral that exists in the markets that has very little, or zero underlying asset foundation. In the sort-term, such leverage should give our children cause for concern. However, perhaps this is just the beginning of a more slippery slope.
The almost constant press commentary and hype about mobility and mobile/internet payments causes me to consider a potentially similar situation of hypothecation and re-hypothecation occurring in The Future of Money.
While regulation is inherently expensive and potentially limits free market activity, it can also (if applied prudently) act as a sound governor of irrational activity – witness the lack of attention afforded to AIG, Lehman’s and MF Global in the UK, and their excessively leveraged use of collateral.
Why is this relevant for the Future of Money and mobility? Mobile and Internet commerce have enabled the expansion of financial services activity beyond the boundaries of the banking industry and remit of regulators. Multiple participants (Telcos, Payment providers, Retailers and even private individuals) offer products and services that are bought, sold and financed outside of the traditional financial services market. They and their activities are unregulated and potentially unchecked due to the consumerization of IT and the power/reach of the Internet. Moreover, the enabling currency of these transactions is not necessarily fiat-based, ie government issued national currency.
As the euro crisis unfolds and individuals face difficult living conditions and austerity constraints, they may well turn to new, digital currencies (loyalty tokens, gaming credits, bandwidth etc) as a means of survival, continuing to conduct commercial activity, barter etc. And, much of this activity may be leveraged and the means of payment used as collateral.
So, now to the point of hypothecation and the question for our grand children:
- in a totally unregulated and poorly audited market,
- where digital content and value can be created and exchanged in real-time by anyone,
- without the frictional cost of an intermediary,
- where potentially there is no underlying asset to back the exchange for value.
Is the Future of Money facing an apocalypse of digital new money hypothecation?
Of course, this may be a stretch and is perhaps an insignificant concern in the current crisis. However, as policy makers debate the “solution” to the current malaise, keeping one eye on emergent trends may help defer an unfortunate legacy.
What does this mean for our clients?
- The rush to connect with innovative payment schemes, providers and commercial channels should not abrogate responsibility of senior executives to monitor carefully the viability of counterparty relationships, and the extent of any “new money” hypothecation.
- Applications to manage collateral must account for new mediums of exchange and systems must be capable of managing new money
- The criticality of developing a holistic strategy for mobile financial services incorporating the Future of Money is essential to maintaining sound fiscal management.
- Companies should emphasize their account services (statements, fraud protection, etc.) as they launch payment services that support digital content, social gaming, social commerce, etc
Remember to read our latest research: CIOs Should Address the Impacts of the Euro Crisis on Their Enterprises Now and The Euro Crisis: Four Scenarios and How CIOs Can Prepare for Them, as well as attend the January 19th webinar on this topic: Euro Crisis Webinar and contribute to our survey: Euro Crisis Survey
Category: banking CIO Customer euro Executive Decisions insurance operations payments securities social networking twitter Tags: banking and investment services, Basel II, BCM DR, cio, cost containment, credit card, customer communication, customer service, customer trust, financial crisis, financial services, financial services restructuring, innovation, IT vendors, lending, market crisis, Mint, mobile banking, mobile payments, p2p lending, payments, paypal, regulatory compliance, restructuring, risk management, scenario planning, social media, social networking, twitter
by Kristin Moyer | December 13, 2011 | 1 Comment
Contributed by David Furlonger
Commentators suggest over half of the companies on the 2009 Fortune 500 list began during a recession or bear market. Does this offer hope to a European market saddled with an on-going crisis and likely poor economic growth, if not recession, for several years to come?
The new European Programme for Research and Innovation Horizon 2020 European Programme for Research and Innovation Horizon 2020, which will come into effect from 2014 and will run until 2020 affirms this hope. Indeed, one can also argue that the level of entrepreneurship in many European countries is also quite strong as evidenced by THE GLOBAL ENTREPRENEURSHIP AND DEVELOPMENT INDEX. However, there is more to these two positive indications than meets the eye.
First, Horizon 2020 is not a new initiative; an earlier attempt to launch Europe on a path to innovative growth came in 2000 at the Lisbon Summit. In addition, one has to question whether the goals set then have been achieved, or are close to achievement.
The Eu has expanded and the recent euro crisis has highlighted stark divisions of interest and capability between member nations. There remains a large difference in economic and entrepreneurial performance in many countries which is manifest in both scientific and technological development.
Second, innovation and entrepreneurial activity requires sustainable funding and individual creativity. However, in: Is the Economic Crisis Impairing Convergence in Innovation Performance across Europe? , data suggests the level of investment in innovation during 2006-2009 has fallen substantially.
What does this mean for our clients?
- Centralized political structure doesn’t necessarily translate into individual invention, creativity and growth oriented development, that is sustainable and drives meaningful change – witness the different approach taken in Silicon Valley regardless of Federal US economic policy
- Companies seeking innovation should not wait for government bureaucracy to deliver performance
- Even if new investment may be hard to come by and discretionary spend is cut back, CIOs should still take an inventory of their initiatives and seek to reallocate money from poorly performing ones to alternates that have proven success records. Ie seek to scale innovation success
Remember to read our latest research:CIOs Should Address the Impacts of the Euro Crisis on Their Enterprises Now, as well as attend the January 19th webinar on this topic: Euro Crisis Webinar and contribute to our survey:Euro Crisis Survey.
Category: banking CIO Customer euro Executive Decisions insurance operations payments securities social networking Tags: banking and investment services, Basel II, BCM DR, cost containment, customer communication, customer service, financial crisis, financial services, financial services restructuring, innovation, insurance, IT, market crisis, Operational risk, risk management, scenario planning, social media
by Kristin Moyer | December 9, 2011 | Comments Off
Contributed by David Furlonger
As announced on the BBC (and other media outlets) today: Euro crisis: Eurozone deal reached without UK it appears on the surface as if consensus has been reached between many Eurozone countries on addressing the crisis. All but the UK whose current leader believes such a deal is not in the UKs best interest. Tweets on #euro (from presumably UK “supporters”) seem to back this view. Indeed the Chairman of Tullett Prebon was quoted with no little irony as saying “UK as isolated as someone left on the dock in Southampton as the Titanic sailed away.“ Yet, it should not be forgotten that the UK banks are still exposed to euro debt: Revealed: UK banks’ exposure to eurozone debt
Even if Mrs Merkel believes that the “Eu has learned from its [past] mistakes”, I think it is a very long shot to believe that all is now rosy in the euro garden.
Whether the goal of fiscal union (one of the scenarios in upcoming Gartner research) can be achieved or evenly partially manifest in a tax and budget pact remains to be seen. Mr Sarkozy and Mrs Merkel have certainly bought time – at least politically. However, the markets do not usually play by politically oriented rules or indeed politicians’ time lines (memories of the ECU/EMU come to mind). Indeed, it won’t have escaped the market’s attention that yet more money (lending) is promised as part of this deal.
Perhaps more importantly, and from a long-term perspective, the tragedy of the commons has not been addressed – rather this announcement from Brussels seems to reinforce it. There is a great article yesterday in the Hoover Institution Journal: The Euro & The Tragedy of the Commons that neatly explains the challenge before Europe, and indeed the US and its own debt crisis.
So, should CIOs and senior corporate executives (and the public) breathe easier? No! This situation is not resolved – at least not until amended treaty ratification occurs (and that is extremely uncertain), which is unlikely before March. Scenario planning remains an essential tool to uncover the implications and outcomes facing organizations and governments.
It is critical therefore that clients refer to Gartner research over the coming weeks to gain a better understanding on how to manage through this crisis: CIOs Should Address the Impacts of the Euro Crisis on Their Enterprises Now, as well as attend the January 19th webinar on this topic: Euro Crisis Webinar.
We will also be releasing the results of our survey: Euro Crisis Survey over the next few weeks as clients reveal their contingency plans.
Category: banking CIO Customer euro Executive Decisions insurance operations payments securities social networking Tags: banking and investment services, BCM DR, cost containment, customer communication, customer service, financial crisis, financial services, financial services restructuring, insurance, IT, IT vendors, lending, market crisis, Operational risk, regulation, restructuring, risk management, scenario planning
by Kristin Moyer | December 8, 2011 | 2 Comments
Contributed by David Furlonger
Today’s WSJ suggested the Euro currency was finished: Banks Prep for Life After Euro
This is another news article, in a continuing stream, that has become more intense over the last several months. The question is, are IT professionals, as opposed to economists and maybe politicians, prepared for a redenomination of a major world currency?
Our clients offer a mixed response. Some clearly have been running contingency scenarios. Others seem oblivious to the fact that full euro currency disintegration, or some form of eurozone realignment should influence their 2012 strategic plans. Many seem unsure of what they can do, regardless of the scenario that unfolds.
Certainly, this is more than just a financial services or governmental situation. Any organization with European interests needs to understand the impact on its business and critically IT organization should there be such a substantial a change in the political or financial environment. At a macro level, euro redenomination would also have a global impact, affecting trade flows and consumption patterns.
For CIOs it is essential immediate consideration is given to this crisis. Following initial research completed in 2009 and again in 2010, Andrea Di Maio (a Government analyst colleague – see) and I have written another research note to help guide our clients during this difficult period:
CIOs Should Address the Impacts of the Euro Crisis on Their Enterprises Now
Clients should view this research as just the beginning. Upcoming research will highlight alternate scenarios that may play out in the market and thence the IT implications that CIOs need to address. Gartner will also be providing specific guidance for various roles within the technology operation and a stream of research will be forthcoming over the next few weeks.
We also encourage you to attend a webinar (Gartner Webinar Schedule) that will take place in January.
We encourage your comments as we update you on this interesting and challenging environment.
Category: Customer Executive Decisions insurance operations payments social networking twitter Tags: banking, banking and investment services, Basel II, BCM DR, cio, euro, financial crisis, financial services, financial services restructuring, IT, market crisis, Operational risk, payments, regulation, risk management, scenario planning
by Kristin Moyer | June 16, 2011 | Comments Off
The Gartner Banking & Investment Services (BIS) team is adding an analyst in the Investment Management area (i.e. asset management and wealth management). Full details of the role and how to apply or refer a friend/colleague can be found here. Please note that this search is global (although it is listed as an EMEA hire) and location is not paramount so long as you have an Internet connection, can work remotely and are close to an airport! Most important is that the successful applicant should have great analytical skills – able to generate new ideas and critique existing ones – and then apply these skills to recognize business trends and deliver IT advice to senior executives. That will require an open and inquiring mind as well as deep experience of both the business and IT sides of this sub-sector of the FS industry.
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