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Software is eating the world
—Marc Andreessen
THE AGE OF THE TRUSTED ADVISOR
CLARA SHIH
CEO AND FOUNDER
Software is eating the world
—Marc Andreessen
3
THE WORLD HAS GONE DIGITAL
87%Millennials always have their
smartphones on them
6hours average American spends
per day o...
4
WE ARE EXPERIENCING EXPONENTIAL GROWTH
IN INNOVATION
5
SOCIAL AND MOBILE TECHNOLOGY ARE
CHANGING THE WAY WE LIVE
2005
2013
6
BIG DATA AND MACHINE LEARNING ARE
TRANSFORMING WHAT (AND WHO) CAN BE
AUTOMATED
7
BIG DATA AND MACHINE LEARNING ARE
TRANSFORMING WHAT (AND WHO) CAN BE
AUTOMATED
Surgeons Musicians Security Guards Jeopar...
8
TRADITIONALLY, THE CUSTOMER JOURNEY
LOOKED LIKE THIS
Limited channels, linear progression
9
CLIENTS HAD TO GO THROUGH ADVISORS
TO ACCESS AND TRANSACT ON PRODUCTS
10
TODAY, THE CUSTOMER JOURNEY LOOKS LIKE THIS
Numerous, mostly digital
channels, nonlinear engagement
11
ACCESS HAS BEEN DEMOCRATIZED
$60B AUM
managed by
roboadvisors by
end of 2015
12
NO WONDER TODAY’S ADVISORS ARE
STRUGGLING. THEY HAVE BECOME OBSOLETE
OBSOLETE ADVISORS (n.):!
a)  spend their time doing tasks that software
algorithms can do better and faster !
!
b)  have n...
14
There’s an explosion of opportunities... where
you need to know how to relate to other
people, and that’s something tha...
15
THE AGE OF THE
TRUSTED ADVISOR
•  High-Touch at Scale
•  Personalized and Personable
•  Informed by Data, Built on Rela...
16
YOU HAVE NEVER NEEDED YOUR ADVISORS MORE
In a world rich in digital information… the
personal trust and relationship th...
17
AND YOUR ADVISORS HAVE NEVER
NEEDED YOU AS THEY DO TODAY
18
YOU’VE INSPIRED A NEW VISION
FOR OUR COMPANY
Video
Conference
Events
SMS
Social
Mobile
Website
F2F
Email
Telephone
19
MEET THE HEARSAY ADVISOR
20
6AM 7AM 9AM 10AM 3PM
Alert: An advisor’s
acquaintance, Henry,
shared on Facebook
that his first child was
born.
Henry v...
21
6AM 7AM 9AM 10AM 3PM
Alert: An advisor’s
acquaintance, Henry,
shared on Facebook
that his first child was
born.
Henry v...
22
INNOVATION ROADMAP FOR THE HEARSAY ADVISOR
HEARSAY
SOCIAL
HEARSAY
SMS
HEARSAY MAILHEARSAY SITES
23
THANK YOU FOR BEING OUR PARTNER
100,000
Advisors
19
Countries deployed
95%
Renewal Rate
24
THANK YOU FOR BEING OUR PARTNER
15%higher client acquisition…#1
prospecting program
24Xreturn on investment
22%sales up...
25
WE MUST TRANSFORM THE INDUSTRY FROM
OBSOLETE TO PREDICTIVE INTELLIGENCE
Silos
Corporated, Canned
Say-only
One-stop Shop...
This is just the beginning
27
In the next twenty-four months, the planet will
add more computer power than it did in all
previous history.
―Erik Bryn...
Software is eating the world
—Marc Andreessen
THANK YOU
CLARA SHIH
@CLARASHIH
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Social Business Innovation Summit Keynote

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"The Age of the Trusted Advisor" presented at Social Business Innovation Summit 2015.

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Social Business Innovation Summit Keynote

  1. 1. Software is eating the world —Marc Andreessen THE AGE OF THE TRUSTED ADVISOR CLARA SHIH CEO AND FOUNDER
  2. 2. Software is eating the world —Marc Andreessen
  3. 3. 3 THE WORLD HAS GONE DIGITAL 87%Millennials always have their smartphones on them 6hours average American spends per day on social, mobile, digital #1Social is top Internet activity, surpassing email
  4. 4. 4 WE ARE EXPERIENCING EXPONENTIAL GROWTH IN INNOVATION
  5. 5. 5 SOCIAL AND MOBILE TECHNOLOGY ARE CHANGING THE WAY WE LIVE 2005 2013
  6. 6. 6 BIG DATA AND MACHINE LEARNING ARE TRANSFORMING WHAT (AND WHO) CAN BE AUTOMATED
  7. 7. 7 BIG DATA AND MACHINE LEARNING ARE TRANSFORMING WHAT (AND WHO) CAN BE AUTOMATED Surgeons Musicians Security Guards Jeopardy Champion
  8. 8. 8 TRADITIONALLY, THE CUSTOMER JOURNEY LOOKED LIKE THIS Limited channels, linear progression
  9. 9. 9 CLIENTS HAD TO GO THROUGH ADVISORS TO ACCESS AND TRANSACT ON PRODUCTS
  10. 10. 10 TODAY, THE CUSTOMER JOURNEY LOOKS LIKE THIS Numerous, mostly digital channels, nonlinear engagement
  11. 11. 11 ACCESS HAS BEEN DEMOCRATIZED $60B AUM managed by roboadvisors by end of 2015
  12. 12. 12 NO WONDER TODAY’S ADVISORS ARE STRUGGLING. THEY HAVE BECOME OBSOLETE
  13. 13. OBSOLETE ADVISORS (n.):! a)  spend their time doing tasks that software algorithms can do better and faster ! ! b)  have not adapted to engage when and how clients prefer!
  14. 14. 14 There’s an explosion of opportunities... where you need to know how to relate to other people, and that’s something that we can cultivate and encourage to a greater extent, and where humans still have a huge edge over machines. —Erik Brynjolfsson, Author of The Second Machine Age BUT HOPE IS NOT LOST
  15. 15. 15 THE AGE OF THE TRUSTED ADVISOR •  High-Touch at Scale •  Personalized and Personable •  Informed by Data, Built on Relationships
  16. 16. 16 YOU HAVE NEVER NEEDED YOUR ADVISORS MORE In a world rich in digital information… the personal trust and relationship that still comes by spending time with someone, has become even more valuable. —Quentin Hardy, Deputy Tech Editor of The New York Times
  17. 17. 17 AND YOUR ADVISORS HAVE NEVER NEEDED YOU AS THEY DO TODAY
  18. 18. 18 YOU’VE INSPIRED A NEW VISION FOR OUR COMPANY Video Conference Events SMS Social Mobile Website F2F Email Telephone
  19. 19. 19 MEET THE HEARSAY ADVISOR
  20. 20. 20 6AM 7AM 9AM 10AM 3PM Alert: An advisor’s acquaintance, Henry, shared on Facebook that his first child was born. Henry views 529 Savings Plan content on advisor’s website Advisor logs into unified view. Henry is the top lead. With predictive content engine, the Advisor emails Henry relevant, helpful info. The email resonates with Henry, he meets with the Advisor and becomes a customer. HOW IT COULD BE
  21. 21. 21 6AM 7AM 9AM 10AM 3PM Alert: An advisor’s acquaintance, Henry, shared on Facebook that his first child was born. Henry views 529 Savings Plan content on advisor’s website Advisor logs into unified view. Henry is the top lead. With predictive content engine, the Advisor emails Henry relevant, helpful info. The email resonates with Henry, he meets with the Advisor and becomes a customer. HOW IT COULD BE MUST
  22. 22. 22 INNOVATION ROADMAP FOR THE HEARSAY ADVISOR HEARSAY SOCIAL HEARSAY SMS HEARSAY MAILHEARSAY SITES
  23. 23. 23 THANK YOU FOR BEING OUR PARTNER 100,000 Advisors 19 Countries deployed 95% Renewal Rate
  24. 24. 24 THANK YOU FOR BEING OUR PARTNER 15%higher client acquisition…#1 prospecting program 24Xreturn on investment 22%sales uplift – Large U.S. diversified financial services company – Leading multi-line insurance firm– Fortune 500 financial services company
  25. 25. 25 WE MUST TRANSFORM THE INDUSTRY FROM OBSOLETE TO PREDICTIVE INTELLIGENCE Silos Corporated, Canned Say-only One-stop Shop Hyperlocal, Personalized Intelligent hear+say
  26. 26. This is just the beginning
  27. 27. 27 In the next twenty-four months, the planet will add more computer power than it did in all previous history. ―Erik Brynjolfsson, The Second Machine Age One machine can do the work of fifty ordinary men. No machine can do the work of one extraordinary man. —Elbert Hubbard
  28. 28. Software is eating the world —Marc Andreessen THANK YOU CLARA SHIH @CLARASHIH

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