The document discusses how technology is transforming customer relationships and expectations. It notes that customers now have more access to information and control over their journeys due to digital channels and tools. Traditional advisors are struggling to adapt to these changes. However, new types of advisors that leverage technology like big data, machine learning and personalized communications can form trusted relationships with customers. The document introduces Hearsay Social as a platform that helps advisors better engage customers across channels by using predictive insights and content.

1. Software is eating the world
—Marc Andreessen
THE AGE OF THE TRUSTED ADVISOR
CLARA SHIH
CEO AND FOUNDER

2. Software is eating the world
—Marc Andreessen

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
WE ARE EXPERIENCING EXPONENTIAL GROWTH
IN INNOVATION

5. 5
SOCIAL AND MOBILE TECHNOLOGY ARE
CHANGING THE WAY WE LIVE
2005
2013

6. 6
BIG DATA AND MACHINE LEARNING ARE
TRANSFORMING WHAT (AND WHO) CAN BE
AUTOMATED

7. 7
BIG DATA AND MACHINE LEARNING ARE
TRANSFORMING WHAT (AND WHO) CAN BE
AUTOMATED
Surgeons Musicians Security Guards Jeopardy Champion

8. 8
TRADITIONALLY, THE CUSTOMER JOURNEY
LOOKED LIKE THIS
Limited channels, linear progression

9. 9
CLIENTS HAD TO GO THROUGH ADVISORS
TO ACCESS AND TRANSACT ON PRODUCTS

10. 10
TODAY, THE CUSTOMER JOURNEY LOOKS LIKE THIS
Numerous, mostly digital
channels, nonlinear engagement

11. 11
ACCESS HAS BEEN DEMOCRATIZED
$60B AUM
managed by
roboadvisors by
end of 2015

12. 12
NO WONDER TODAY’S ADVISORS ARE
STRUGGLING. THEY HAVE BECOME OBSOLETE

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
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
THE AGE OF THE
TRUSTED ADVISOR
• High-Touch at Scale
• Personalized and Personable
• Informed by Data, Built on Relationships

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
AND YOUR ADVISORS HAVE NEVER
NEEDED YOU AS THEY DO TODAY

18. 18
YOU’VE INSPIRED A NEW VISION
FOR OUR COMPANY
Video
Conference
Events
SMS
Social
Mobile
Website
F2F
Email
Telephone

19. 19
MEET THE HEARSAY ADVISOR

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
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
INNOVATION ROADMAP FOR THE HEARSAY ADVISOR
HEARSAY
SOCIAL
HEARSAY
SMS
HEARSAY MAILHEARSAY SITES

23. 23
THANK YOU FOR BEING OUR PARTNER
100,000
Advisors
19
Countries deployed
95%
Renewal Rate

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
WE MUST TRANSFORM THE INDUSTRY FROM
OBSOLETE TO PREDICTIVE INTELLIGENCE
Silos
Corporated, Canned
Say-only
One-stop Shop
Hyperlocal, Personalized
Intelligent hear+say

26. This is just the beginning

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. Software is eating the world
—Marc Andreessen
THANK YOU
CLARA SHIH
@CLARASHIH