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

1. @clarashih #hearsaysummit
CLARA SHIH
THE OMNICHANNEL CLIENT
AND THE OMNICHANNEL
ADVISOR
@clarashih #hearsaysummit

2. @clarashih #hearsaysummit
CONSTANTLY CONNECTED CONSUMERS
DATA ANALYTICS
IMPLICATIONS FOR BUSINESSES
@clarashih #hearsaysummit

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MEET MOLLY, A MILLENNIAL

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MOLLY IS CONSTANTLY CONNECTED

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HERE IS MOLLY’S CLIENT
JOURNEY…

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Step 1
DISCOVER

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Step 1
DISCOVER
Step 2
RESEARCH &
VALIDATE

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Step 1
DISCOVERY
Step 2
RESEARCH &
VALIDATE
Step 3
REACH OUT

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Step 1
DISCOVERY
Step 2
RESEARCH &
VALIDATE
Step 4
LEARN &
ENGAGE
Step 3
REACH OUT

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THE UNFORTUNATE REALITY
Step 1
DISCOVER
Step 2
RESEARCH &
VALIDATE

11. @clarashih #hearsaysummit
Step 1
DISCOVERY
Step 2
RESEARCH &
VALIDATE
Step 3
REACH OUT
THE UNFORTUNATE REALITY

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IT’S NOT JUST MOLLY AND MILLENNIALS...
THIS JOURNEY HAS BECOME UNIVERSAL

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IT’S NOT JUST MOLLY AND MILLENNIALS...
THIS JOURNEY HAS BECOME UNIVERSAL

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TODAY,
CLIENTS HAVE
ALL THE
POWER

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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. @clarashih #hearsaysummit
FIRMS NEED TO ENABLE THE
OMNICHANNEL ADVISOR

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YET MOST ADVISORS HAVE BEEN LEFT BEHIND
DIGITAL DIRECT
(EG, ROBO, MOBILE BANKING)
EXISTING ADVISORS
& BRANCHES

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John Feinsmith Financial Advisor

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SOCIAL
SELLING
CRM
WEBSITE
EMAIL
COMPLIANCE

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CONSTANTLY CONNECTED CONSUMERS
DATA ANALYTICS
IMPLICATIONS FOR BUSINESSES

22. @clarashih #hearsaysummit
TRADITIONALLY, MOST CLIENT OUTREACH
EFFORTS LOOKED LIKE THIS

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BUT DIGITAL INTERACTIONS à
BIG DATA à INCREDIBLE INSIGHTS

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Body Language Digital SignsVerbal Cues

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CONNECTING SILOS YIELDS EVEN
GREATER INSIGHTS
LEADS
CLIENT RECORDS
COMPLIANCE RECORDS
ADVISOR-CLIENT
COMMUNICATIONS
Social, Text, Email, etc

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YOUR ADVISORS NEED EVERY ADVANTAGE
ROBO
REGULATION
CLIENT RELEVANCE

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CONSTANTLY CONNECTED CONSUMERS
DATA ANALYTICS
IMPLICATIONS FOR BUSINESSES

28. @clarashih #hearsaysummit
HEARSAY’S MISSION:
MODERNIZE FINANCIAL SERVICES SALES FORCES
WITH A COMPLETE, COMPLIANT DIGITAL TOOLKIT
AND PREDICTIVE ANALYTICS

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.

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HEARSAY ENABLES OMNICHANNEL ADVISORS WHO
CAN SERVE TODAY’S OMNICHANNEL CLIENTS

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HEARSAY ENABLES OMNICHANNEL ADVISORS WHO
CAN SERVE TODAY’S OMNICHANNEL CLIENTS
Connected Accounts

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WHO OWNS SOCIAL AND
DIGITAL?

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SOCIAL AND DIGITAL
ARE EVERYONE’S JOB

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SALES MANAGEMENT
1. Lead by Example
2. Manage to metrics
3. Integrate into
methodology

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MARKETING

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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

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The biggest risk is not taking
any risk.
—Mark Zuckerberg

39. @clarashih #hearsaysummit
Frequent advisor
touch points are
greatest predictor
of client NPS and
loyalty

40. @clarashih #hearsaysummit
SOCIAL
SELLING
CRM
WEBSITE
EMAIL
COMPLIANCE

41. @clarashih #hearsaysummit
TO SURVIVE, WE MUST BRING ADVISORS ALONG IN
THE DIGITAL TRANSFORMATION
EMPOWERED
OMNICHANNEL ADVISORS
DIGITAL DIRECT

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43. @clarashih #hearsaysummit
CLARA SHIH
BOOK SIGNING @ 3PM
DOWNSTAIRS