The document discusses Barclays' approach to enhancing the client experience in wealth and investment management through voice security services, particularly focusing on voice biometrics for identification and verification. Key leaders emphasize the importance of creating emotional connections with clients while ensuring the delivery of convenient and secure services. The document outlines strategic goals and operational processes for implementing these voice security solutions effectively.

1. Wealth and Investment
Management
Barclays Voice Security Service
Voice Bio Con – San Francisco – 9 May 2013
Matt Smallman
Head of Strategy and Change
Wealth and Investment Management Client Experience

2. Corporate, Investment Banking,
Wealth and Investment Management
(CIBWIM)
Retail and Business Banking
(RBB)
Investment
Banking
Corporate
Banking
WealthandInvestment
Management
UKRetailandBusiness
Banking
Barclaycard
EuropeRetailand
BusinessBanking

3. International,
Intermediaries and
Direct
Wealth
Management

5. “ The employee-customer encounter is
the crucible where value is created in sales
and service organisations.
”- John Flemming, Chief Scientist for
Marketplace Practice, Gallup

6. “ Success will be defined by how our
stakeholders think and feel about Barclays.
It’s about creating an emotional as well as
intellectual connection with them.
”- Anthony Jenkins

7. Capability
Need
Purpose
How should these services feel?
Support our clients’ emotional, urgent and complex
needs
How do we design, build and run our services?

8. Receive Route
Recognis
e
Resolve Review
Hours of service
Language
Location
Match Demand
Telephony
Email
Physical Mail
Secure Mail
Identify
Understand Context
Interaction
Authenticate
Identify Solution
Colleague
Authorise
Execute Solution
Process
Audit
Identify Opportunity
Client
Execute Opportunity

10. 0%
5%
10%
15%
20%
25%
30%
0% 5% 10% 15% 20% 25% 30%
Convenience
Security

11. Client
CompanyColleague
Control

13. Voice Biometrics 101
Ÿ Voice Biometrics –
– Verification
– Identification
Ÿ Modes of operation –
– Text Dependant
– Text Independent
Ÿ Key Processes
– Enrol
– Verify

14. Request for
Info
Proof of
Concept
Evaluation
Business
Case
Build & Test Friends and
Family
Client –
Low
Volume
Client –
Ramp Up
2012
2011
Extend &
Analyse
Optimise
Extend &
Analyse
Optimise
2013

15. Process Colleagues
Clients Technology
Solution

16. Eligible Consent Enrol Verify Match Transact

17. “ If you are not serving the customers
you better be serving someone who is.
”
- Karl Arbrecht, Co-Founder of Aldi

18. Thank You
matt.smallman@barclays.com
www.linkedin.com/in/mattsmallman