Kristin Moyer

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Archives for September, 2009


And For My Next Trick…

by Kristin Moyer  |  September 30, 2009  |  Comments Off

(from Peter Redshaw) — A series of intriguing industry panels at the recent SunGard City Day in London provided lots of analysis on where we all went wrong in the past in the Financial Services industry and – more importantly – a few hints on what might be needed to put it all right again. [...]

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Category: Executive Decisions operations     Tags: , , , , , , , , , ,

Loan Portfolio Management in the US Mortgage Industry – What About HAMP?

by Kristin Moyer  |  September 28, 2009  |  1 Comment

Loan portfolio management in the US residential mortgage industry has hit a speed bump.  The Home Affordable Modification Plan (HAMP) uses a rule-based formula for driving the terms of a modified loan to 38% debt-to-income (DTI) ratio, with the Treasury matching further reductions in payment to 31% DTI for the borrower.  This leaves no room for intelligent [...]

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Category: operations Uncategorized     Tags: , ,

Default Management Isn’t Enough

by Kristin Moyer  |  September 23, 2009  |  1 Comment

While GDP is returning to growth in many countries and some economists and government agencies are declaring “recovery,” tell that to the banking industry. Significantly more losses are set to occur in the banking and investment services industry (sources IMF, McKinsey and others), particularly in the area of residential mortgage, commercial real estate, credit cards [...]

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Category: operations     Tags: ,

Four Lending Innovations in Action

by Kristin Moyer  |  September 18, 2009  |  5 Comments

Virgin Money has put four lending innovations into action with the Virgin Money Lender Blender for student lending: Product design – The borrower indicates who they are (parent, student, friend/family member) where the university is located (for example, state level in the US), which university the student will attend (a drop down list is provided [...]

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Category: operations     Tags: ,

Banking Sales and Service Transformation and Personalization is Total Bunk

by Kristin Moyer  |  September 17, 2009  |  1 Comment

David Furlonger on the rainy west coast of Canada. Okay so here’s the thing. Today, out of the blue, I was called by my main relationship bank. The caller started the call by identifying who I was – odd on the basis that they called me personally. This was not one of my two main [...]

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Category: Uncategorized     Tags:

“My Lender”

by Kristin Moyer  |  September 16, 2009  |  2 Comments

We’ve had some client interactions with C-level banking executives and others lately that have shown that many banks are so focused on operations and products that they do not understand who their customers are or what their customers really want.  While many other industries have become more buyer-centric (for example, travel, e-commerce), banking has not. [...]

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Category: Customer Uncategorized     Tags: , ,

Customers as Co-Creators of Innovation – in Banking?

by Kristin Moyer  |  September 15, 2009  |  5 Comments

Giving trust away to customers and employees can inspire trust, loyalty and innovation.   Consider several cross-industry examples of giving trust away to get it back (sources:  “HOW: Why HOW We Do Anything Means Everything…in Business (and in Life)”, Seidman, 2007; JetBlue): A doughnut vendor in New York City puts a pile of coins on his [...]

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Category: operations Uncategorized     Tags:

Get Ready for Customer-Negotiated Pricing in Lending

by Kristin Moyer  |  September 14, 2009  |  1 Comment

Alistair Netwon and Kristin Moyer here.  Customers have come to expect the ability to compare prices for goods and services that they utilize in their everyday lives.  As they book airline flights, decide on what television set to purchase, consider a prospective car purchase, or decide on what car or home insurance policy to take [...]

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Category: operations Uncategorized     Tags: , , ,

The Next Step in Process Innovation in Lending – Visibility

by Kristin Moyer  |  September 11, 2009  |  Comments Off

Kristin Moyer and Alistair Newton here.  Process automation is being aggressively pursued by most lending organizations and is no longer an innovation, but rather a “must have” to maintain effective operations.  Providing customers with process visibility is a next step in process automation innovation. While customers in many other industries can expect to receive high [...]

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Category: Uncategorized     Tags:

Financial Services Providers on Twitter

by Kristin Moyer  |  September 9, 2009  |  5 Comments

Juergen Weiss from IAS Insurance here.  My colleague Steve Leigh and I have just published a research note about the presence of Financial Services Providers on Twitter (available to Gartner clients). There has been a lot of hype around this micro-blogging service but the reality is that less than 20% of the largest global insurers [...]

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Category: insurance social networking twitter     Tags: ,