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.

1. Oracle, Nairobi, May 2011 The Soft side of Numbers Presented by Erik Vermeulen.

2. Below is a column of numbers. They are in base 10. Add them in your head as quickly as you feel comfortable. 1000 40 1000 30 1000 20 1000 10

3. The correct answer is 4100

8. PO Box

9. Regular wire transfers from abroad

10. Large deposits, with small withdrawals

11. No regular living expenses

12. No monthly patterns of deposits

13. No savings accounts or deposit boxes

15. 26 - 35

16. Own a mobile phone

17. Student

18. Rent and not own a home

19. Muslim name

22. Integrity

23. Connected

25. My life as seen by ME My life as seen by my BANK

26. 24 hours Trade 1950 Research 1960 SMS 2001 +8 000 000 000 day E-mail 1994 Mail 1970 +2 000 000 sec Phone Calls 1980

27. CRM 1950’s: Weeks 1960’s: Days 2000’s: Instant 1990’s: 24hrs 1970’s: Minutes 1980’s: Now

28. Service

29. The Service Equation Service = Experience - Expect CRM

30. The Service Equation 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

31. Thank You Follow me on Facebook: Erik Vermeulen Follow me on Twitter: ErikMVermeulen E-mail: erik@erikvermeulen.com Web: www.erikvermeulen.com