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@clarashih #hearsaysummit
CLARA SHIH
THE OMNICHANNEL CLIENT
AND THE OMNICHANNEL
ADVISOR
@clarashih #hearsaysummit
@clarashih #hearsaysummit
CONSTANTLY CONNECTED CONSUMERS
DATA ANALYTICS
IMPLICATIONS FOR BUSINESSES
@clarashih #hearsaysum...
@clarashih #hearsaysummit
MEET MOLLY, A MILLENNIAL
@clarashih #hearsaysummit
MOLLY IS CONSTANTLY CONNECTED
@clarashih #hearsaysummit
HERE IS MOLLY’S CLIENT
JOURNEY…
@clarashih #hearsaysummit
Step 1
DISCOVER
@clarashih #hearsaysummit
Step 1
DISCOVER 
Step 2
RESEARCH &
VALIDATE
@clarashih #hearsaysummit
Step 1
DISCOVERY 
Step 2
RESEARCH &
VALIDATE
Step 3
REACH OUT
@clarashih #hearsaysummit
Step 1
DISCOVERY 
Step 2
RESEARCH &
VALIDATE

Step 4
LEARN &
ENGAGE
Step 3
REACH OUT
@clarashih #hearsaysummit
THE UNFORTUNATE REALITY
Step 1
DISCOVER 
Step 2
RESEARCH &
VALIDATE
@clarashih #hearsaysummit
Step 1
DISCOVERY 
Step 2
RESEARCH &
VALIDATE
Step 3
REACH OUT
THE UNFORTUNATE REALITY
@clarashih #hearsaysummit
IT’S NOT JUST MOLLY AND MILLENNIALS...
THIS JOURNEY HAS BECOME UNIVERSAL
@clarashih #hearsaysummit
IT’S NOT JUST MOLLY AND MILLENNIALS...
THIS JOURNEY HAS BECOME UNIVERSAL
@clarashih #hearsaysummit
TODAY,
CLIENTS HAVE
ALL THE
POWER
@clarashih #hearsaysummit
ADVISORS MUST ADAPT TO THE NEW
OMNICHANNEL CLIENT JOURNEY
Step 1
DISCOVERY 
Step 2
RESEARCH &
VA...
@clarashih #hearsaysummit
FIRMS NEED TO ENABLE THE
OMNICHANNEL ADVISOR
@clarashih #hearsaysummit
YET MOST ADVISORS HAVE BEEN LEFT BEHIND
DIGITAL DIRECT
(EG, ROBO, MOBILE BANKING)
EXISTING ADVIS...
@clarashih #hearsaysummit
John Feinsmith Financial Advisor
@clarashih #hearsaysummit
@clarashih #hearsaysummit

SOCIAL
SELLING

CRM
WEBSITE
EMAIL
 COMPLIANCE
@clarashih #hearsaysummit
CONSTANTLY CONNECTED CONSUMERS
DATA ANALYTICS
IMPLICATIONS FOR BUSINESSES
@clarashih #hearsaysummit
TRADITIONALLY, MOST CLIENT OUTREACH
EFFORTS LOOKED LIKE THIS
@clarashih #hearsaysummit
BUT DIGITAL INTERACTIONS à
BIG DATA à INCREDIBLE INSIGHTS
@clarashih #hearsaysummit
Body Language Digital SignsVerbal Cues
@clarashih #hearsaysummit
CONNECTING SILOS YIELDS EVEN
GREATER INSIGHTS

LEADS


CLIENT RECORDS


COMPLIANCE RECORDS


ADV...
@clarashih #hearsaysummit
YOUR ADVISORS NEED EVERY ADVANTAGE
ROBO
REGULATION
CLIENT RELEVANCE
@clarashih #hearsaysummit
CONSTANTLY CONNECTED CONSUMERS
DATA ANALYTICS
IMPLICATIONS FOR BUSINESSES
@clarashih #hearsaysummit
HEARSAY’S MISSION:
MODERNIZE FINANCIAL SERVICES SALES FORCES
WITH A COMPLETE, COMPLIANT DIGITAL ...
@clarashih #hearsaysummit
COMPANY HIGHLIGHTS
o  Founded in 2009; raised $51M venture capital.
o  Based in San Francisco; p...
@clarashih #hearsaysummit
HEARSAY ENABLES OMNICHANNEL ADVISORS WHO
CAN SERVE TODAY’S OMNICHANNEL CLIENTS
@clarashih #hearsaysummit
HEARSAY ENABLES OMNICHANNEL ADVISORS WHO
CAN SERVE TODAY’S OMNICHANNEL CLIENTS

Connected Accoun...
@clarashih #hearsaysummit
@clarashih #hearsaysummit
WHO OWNS SOCIAL AND
DIGITAL?
@clarashih #hearsaysummit
SOCIAL AND DIGITAL
ARE EVERYONE’S JOB
@clarashih #hearsaysummit
SALES MANAGEMENT
1. Lead by Example
2. Manage to metrics
3. Integrate into
methodology
@clarashih #hearsaysummit
MARKETING
@clarashih #hearsaysummit
There are costs and risks to a program of
action, but they are far less than the long range
risk...
@clarashih #hearsaysummit
The biggest risk is not taking
any risk.
—Mark Zuckerberg
@clarashih #hearsaysummit
Frequent advisor
touch points are
greatest predictor
of client NPS and
loyalty
@clarashih #hearsaysummit

SOCIAL
SELLING

CRM
WEBSITE
EMAIL
 COMPLIANCE
@clarashih #hearsaysummit
TO SURVIVE, WE MUST BRING ADVISORS ALONG IN
THE DIGITAL TRANSFORMATION
EMPOWERED
OMNICHANNEL ADV...
@clarashih #hearsaysummit
@clarashih #hearsaysummit
CLARA SHIH
BOOK SIGNING @ 3PM
DOWNSTAIRS
Prochain SlideShare
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Hearsay Social 2016 Innovation Summit Keynote

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Publié le

Keynote delivered by Hearsay Social CEO and founder Clara Shih. #hearsaysummit

Publié dans : Médias sociaux
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Hearsay Social 2016 Innovation Summit Keynote

  1. 1. @clarashih #hearsaysummit CLARA SHIH THE OMNICHANNEL CLIENT AND THE OMNICHANNEL ADVISOR @clarashih #hearsaysummit
  2. 2. @clarashih #hearsaysummit CONSTANTLY CONNECTED CONSUMERS DATA ANALYTICS IMPLICATIONS FOR BUSINESSES @clarashih #hearsaysummit
  3. 3. @clarashih #hearsaysummit MEET MOLLY, A MILLENNIAL
  4. 4. @clarashih #hearsaysummit MOLLY IS CONSTANTLY CONNECTED
  5. 5. @clarashih #hearsaysummit HERE IS MOLLY’S CLIENT JOURNEY…
  6. 6. @clarashih #hearsaysummit Step 1 DISCOVER
  7. 7. @clarashih #hearsaysummit Step 1 DISCOVER Step 2 RESEARCH & VALIDATE
  8. 8. @clarashih #hearsaysummit Step 1 DISCOVERY Step 2 RESEARCH & VALIDATE Step 3 REACH OUT
  9. 9. @clarashih #hearsaysummit Step 1 DISCOVERY Step 2 RESEARCH & VALIDATE Step 4 LEARN & ENGAGE Step 3 REACH OUT
  10. 10. @clarashih #hearsaysummit THE UNFORTUNATE REALITY Step 1 DISCOVER Step 2 RESEARCH & VALIDATE
  11. 11. @clarashih #hearsaysummit Step 1 DISCOVERY Step 2 RESEARCH & VALIDATE Step 3 REACH OUT THE UNFORTUNATE REALITY
  12. 12. @clarashih #hearsaysummit IT’S NOT JUST MOLLY AND MILLENNIALS... THIS JOURNEY HAS BECOME UNIVERSAL
  13. 13. @clarashih #hearsaysummit IT’S NOT JUST MOLLY AND MILLENNIALS... THIS JOURNEY HAS BECOME UNIVERSAL
  14. 14. @clarashih #hearsaysummit TODAY, CLIENTS HAVE ALL THE POWER
  15. 15. @clarashih #hearsaysummit ADVISORS MUST ADAPT TO THE NEW OMNICHANNEL CLIENT JOURNEY Step 1 DISCOVERY Step 2 RESEARCH & VALIDATE Step 4 LEARN & ENGAGE Step 3 REACH OUT Step 5 REVIEW & REFER
  16. 16. @clarashih #hearsaysummit FIRMS NEED TO ENABLE THE OMNICHANNEL ADVISOR
  17. 17. @clarashih #hearsaysummit YET MOST ADVISORS HAVE BEEN LEFT BEHIND DIGITAL DIRECT (EG, ROBO, MOBILE BANKING) EXISTING ADVISORS & BRANCHES
  18. 18. @clarashih #hearsaysummit John Feinsmith Financial Advisor
  19. 19. @clarashih #hearsaysummit
  20. 20. @clarashih #hearsaysummit SOCIAL SELLING CRM WEBSITE EMAIL COMPLIANCE
  21. 21. @clarashih #hearsaysummit CONSTANTLY CONNECTED CONSUMERS DATA ANALYTICS IMPLICATIONS FOR BUSINESSES
  22. 22. @clarashih #hearsaysummit TRADITIONALLY, MOST CLIENT OUTREACH EFFORTS LOOKED LIKE THIS
  23. 23. @clarashih #hearsaysummit BUT DIGITAL INTERACTIONS à BIG DATA à INCREDIBLE INSIGHTS
  24. 24. @clarashih #hearsaysummit Body Language Digital SignsVerbal Cues
  25. 25. @clarashih #hearsaysummit CONNECTING SILOS YIELDS EVEN GREATER INSIGHTS LEADS CLIENT RECORDS COMPLIANCE RECORDS ADVISOR-CLIENT COMMUNICATIONS Social, Text, Email, etc
  26. 26. @clarashih #hearsaysummit YOUR ADVISORS NEED EVERY ADVANTAGE ROBO REGULATION CLIENT RELEVANCE
  27. 27. @clarashih #hearsaysummit CONSTANTLY CONNECTED CONSUMERS DATA ANALYTICS IMPLICATIONS FOR BUSINESSES
  28. 28. @clarashih #hearsaysummit HEARSAY’S MISSION: MODERNIZE FINANCIAL SERVICES SALES FORCES WITH A COMPLETE, COMPLIANT DIGITAL TOOLKIT AND PREDICTIVE ANALYTICS
  29. 29. @clarashih #hearsaysummit COMPANY HIGHLIGHTS o  Founded in 2009; raised $51M venture capital. o  Based in San Francisco; power omnichannel advisors across 22 countries. o  Focused 100% on financial services.
  30. 30. @clarashih #hearsaysummit HEARSAY ENABLES OMNICHANNEL ADVISORS WHO CAN SERVE TODAY’S OMNICHANNEL CLIENTS
  31. 31. @clarashih #hearsaysummit HEARSAY ENABLES OMNICHANNEL ADVISORS WHO CAN SERVE TODAY’S OMNICHANNEL CLIENTS Connected Accounts
  32. 32. @clarashih #hearsaysummit
  33. 33. @clarashih #hearsaysummit WHO OWNS SOCIAL AND DIGITAL?
  34. 34. @clarashih #hearsaysummit SOCIAL AND DIGITAL ARE EVERYONE’S JOB
  35. 35. @clarashih #hearsaysummit SALES MANAGEMENT 1. Lead by Example 2. Manage to metrics 3. Integrate into methodology
  36. 36. @clarashih #hearsaysummit MARKETING
  37. 37. @clarashih #hearsaysummit There are costs and risks to a program of action, but they are far less than the long range risks and costs of comfortable inaction. ― John F. Kennedy IT AND COMPLIANCE
  38. 38. @clarashih #hearsaysummit The biggest risk is not taking any risk. —Mark Zuckerberg
  39. 39. @clarashih #hearsaysummit Frequent advisor touch points are greatest predictor of client NPS and loyalty
  40. 40. @clarashih #hearsaysummit SOCIAL SELLING CRM WEBSITE EMAIL COMPLIANCE
  41. 41. @clarashih #hearsaysummit TO SURVIVE, WE MUST BRING ADVISORS ALONG IN THE DIGITAL TRANSFORMATION EMPOWERED OMNICHANNEL ADVISORS DIGITAL DIRECT
  42. 42. @clarashih #hearsaysummit
  43. 43. @clarashih #hearsaysummit CLARA SHIH BOOK SIGNING @ 3PM DOWNSTAIRS

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