by Kristin Moyer | October 21, 2008 | 3 Comments
Peter Redshaw and Jay Wolstenholme here. One area that seemed to be making modest progress, up until the financial services crisis became more severe, was around the purchase and use of Business Process Management (BPM) tools and techniques. For years, the BPM team at Gartner and others have been preaching about the need to be [...]
Category: Uncategorized Tags: banking and investment services, bpm, financial crisis, market crisis, otc derivatives
by Kristin Moyer | October 20, 2008 | 2 Comments
Customer engagement has never been more important for banks. A recent study showed that Washington Mutual (failed and acquired) and Wachovia (acquired with assistance from the FDIC) shared more poor financial performance common: their customer engagement declined throughout 2008. During this time, customers perceived reductions in service reliability and customer care, and they felt more stress [...]
Category: Uncategorized Tags: banking and investment services, customer engagement, financial crisis, market crisis, poor financial performance
by Kristin Moyer | October 17, 2008 | Comments Off
Not all banks are crawling in a hole during the market crisis. Case and point. I had an inquiry last week with one of the largest banks in the world. They wanted to talk about loan origination and servicing innovation, including things like: We are moving towards the lending services hub for our architecture. What [...]
Comments Off
Category: Uncategorized Tags: banking and investment services, cio, cost containment, financial crisis, market crisis, reduce it as a percentage of revenue
by Kristin Moyer | October 16, 2008 | Comments Off
David Furlonger. I was recently asked: “what is the role of IT in the market crisis?” The obvious reaction from many has been very tactical, and from a senior management perspective: lacking in sophisticated analysis. Cut costs is a constantly repeated manta. A standard arbitrary number seems to be 10%. But seriously, what will this achieve. [...]
Comments Off
Category: Uncategorized Tags: banking and investment services, cfo, cio, cost containment, financial crisis, IT as a percentage of revenue, market crisis
by Kristin Moyer | October 15, 2008 | Comments Off
David Furlonger here. I was recently asked “what is the next shoe to drop?” Interesting question and far be it from a Gartner analyst to add to hype, but I do think there may be several landmines waiting to trip up the market regardless of the stock market rally earlier this week. Firstly, I think [...]
Comments Off
Category: Uncategorized Tags: banking and investment services, election, financial crisis, market crisis
by Kristin Moyer | October 14, 2008 | 1 Comment
Stessa Cohen here. What does Angelina Jolie have to do with banking? Angelina Jolie tattoos the longtitude and latitude where each of her children were born on her arm. She just added 2 more tattoos. All the kids, all the locations, in one spot. Easy to find. Are your locations as easy to find, all [...]
Category: Uncategorized Tags: angelina jolie, banking and investment services, bebo, blogs, caja navarra, facebook, google, nettby, skyrock, social networking, social networks, sonico, tatoo, twitter, youtube
by Kristin Moyer | October 14, 2008 | Comments Off
David Furlonger here from the Gartner Symposium in Orlando, Florida. I am increasingly concerned about the mindset of vendors in the current financial services crisis. It seems to me from multiple interactions that many vendors still have a fairly naive view as to the ramifications for their business. While several tell me they have cancelled [...]
Comments Off
Category: Uncategorized Tags: banking and investment services, financial crisis, IT vendors, scenario planning
by Kristin Moyer | October 13, 2008 | 1 Comment
Last week was the worst ever for the history of Dow Jones Industrial Average, with a 22% drop over a period of eight trading days. Markets around the world are reeling, with both established and emerging economies experiencing dramatic three-month stock index changes: US (-24.7%), Japan (-36.7%), UK (-27.3%), Brazil (-40.9%), Russia (-61.4%), India (-24.4%) [...]
Category: Uncategorized Tags: advice, banking and investment services, branches, call center, computer based training, customer communication, direct mail, external focus, facebook, financial crisis, flickr, internal focus, leadership, market crisis, special report: it and the economy, staff up, twitter, vru, youtube
by Kristin Moyer | October 10, 2008 | Comments Off
Last week Marty Lippert of Citi was promoted from CIO to Chief Operations and Technology Officer and Ken Harvey of HSBC was promoted to Chief Technology and Services officer. Both are reporting to the CEOs of their respective organizations. In both cases, operations and IT are coming together. Gartner analyst Kristian Steenstrup argues that informational technology [...]
Comments Off
Category: Uncategorized Tags: banking and investment services, IT, operations
by Kristin Moyer | October 10, 2008 | Comments Off
Rick DeLotto here. David Furlonger has noted that bank runs can be started by the most trivial events, including a long bus-queue outside of your branch. Stessa Cohen has noted that banks are not addressing the financial meltdown that is in progress. They need to be answering questions such as: what should I be doing [...]
Comments Off
Category: Uncategorized Tags: banking and investment services, customer communication, financial crisis, financial meltdown, staff, staff stress
