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Oracle, Nairobi, May 2011<br />The Soft side of Numbers<br />Presented by Erik Vermeulen.<br />
Below is a column of numbers.  They are in base 10.  Add them in your head as quickly as you feel comfortable.<br />1000<b...
The correct answer is 4100<br />
<ul><li>Opened accounts with USD 4000
PO Box
Regular wire transfers from abroad
Large deposits, with small withdrawals
No regular living expenses
No monthly patterns of deposits
No savings accounts or deposit boxes
High ratio of cash withdrawals to cheques issued</li></li></ul><li><ul><li>Men
26 - 35
Own a mobile phone
Student
Rent and not own a home
Muslim name
NOT HAVE LIFE INSURANCE</li></li></ul><li>Fraud<br />In 2010 Kenyan Banks lost over 2.9 Billion Shillings.<br />In 2009, K...
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The Soft Side of Numbers: Improving Performance in the Financial Services Industry

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Keynote presentation delivered at a Financial Services Conference in Nairobi, Erik Vermeulen talks about how people and technology can interact to improve performance in the banking and insurance industries.

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Transcript of "The Soft Side of Numbers: Improving Performance in the Financial Services Industry"

  1. 1. Oracle, Nairobi, May 2011<br />The Soft side of Numbers<br />Presented by Erik Vermeulen.<br />
  2. 2. Below is a column of numbers. They are in base 10. Add them in your head as quickly as you feel comfortable.<br />1000<br /> 40<br /> 1000<br />30<br /> 1000<br /> 20<br /> 1000<br /> 10<br />
  3. 3. The correct answer is 4100<br />
  4. 4.
  5. 5.
  6. 6.
  7. 7. <ul><li>Opened accounts with USD 4000
  8. 8. PO Box
  9. 9. Regular wire transfers from abroad
  10. 10. Large deposits, with small withdrawals
  11. 11. No regular living expenses
  12. 12. No monthly patterns of deposits
  13. 13. No savings accounts or deposit boxes
  14. 14. High ratio of cash withdrawals to cheques issued</li></li></ul><li><ul><li>Men
  15. 15. 26 - 35
  16. 16. Own a mobile phone
  17. 17. Student
  18. 18. Rent and not own a home
  19. 19. Muslim name
  20. 20. NOT HAVE LIFE INSURANCE</li></li></ul><li>Fraud<br />In 2010 Kenyan Banks lost over 2.9 Billion Shillings.<br />In 2009, Kenyan Insurance Companies paid out 30.6 Billion Shillings, of which 30-40% is feared to be fraudulent claims.<br />HOW?<br />ID theft, EFT, Bad cheques, Loan fraud, document forgery, investment scandals.<br />
  21. 21.
  22. 22. Integrity<br />
  23. 23. Connected<br />
  24. 24.
  25. 25. My life as seen by ME<br />My life as seen by my BANK<br />
  26. 26. 24 hours<br />Trade 1950<br />Research 1960<br />SMS 2001<br />+8 000 000 000 day<br />E-mail 1994<br />Mail 1970<br />+2 000 000 sec<br />Phone Calls 1980<br />
  27. 27. CRM<br />1950’s: Weeks<br />1960’s: Days<br />2000’s: Instant<br />1990’s: 24hrs<br />1970’s: Minutes<br />1980’s: Now<br />
  28. 28. Service<br />
  29. 29. The Service Equation<br />Service = Experience - Expect<br />CRM<br />
  30. 30. The Service Equation<br />People expect only two things1. That you know they are there2. That they made the right choice by coming to you to satisfy the need<br />
  31. 31. Thank You<br />Follow me on Facebook: Erik Vermeulen<br />Follow me on Twitter: ErikMVermeulen<br />E-mail: erik@erikvermeulen.com<br />Web: www.erikvermeulen.com<br />
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