Tag Archives: Transformation

Jacques DER OHANIAN, Head of Communications Solutions for Vertical Markets, Alcatel-Lucent Enterprise

A conversation with Jacques DER OHANIAN, Head of Communications Solutions for Vertical Markets at Alcatel-Lucent Enterprise.

Jacques, as Head of Communications solutions for Vertical markets, is responsible for the creation of solutions to address industries such as Healthcare.
Across his career, Jacques has managed different teams from R&D and innovation, Program and Portfolio management to business development with a strong knowledge of end-to-end solutions whether technical such as communications and collaboration, or commercial such as new business models.
Jacques is a graduate of Telecom ParisTech, France.

BRW: What did the audience gain from attending your webinar?

Too often we are overwhelmed by our day to day job, and we don’t have or don’t take the opportunity to sit back and think of what’s going well and what do we need to enhance. This time is key to identify risks and opportunities.

In this particular field of people and asset safety it is key to identify the risks, evaluate them, prioritize them and enter into a PDCA methodology (plan-do-check-act). Attending this webinar provides you some hints on how to identify these risks and what are the possible solutions. However, the attendees will need to take that time to sit back and do they own evaluation and prioritization. The positive point, is that we provide common solutions under the Alcatel-Lucent Enterprise brand.

BRW: What did you enjoy discussing with the audience?

Three words : Reassure the audience.

First of all, I enjoy reassuring the attendees: today’s investments are future proof. You can start by setting in place on premises solutions and evolve to the cloud for hybrid-notifications, complementing existing solutions by cloud services through the Alcatel-Lucent Enterprise Rainbow platform.

Secondly, sharing the knowledge that our platforms are open to regular new services, accompanying them in their prioritization and innovation processes. I enjoy sharing our solutions with them, which will also manage that quick expansion of IoTs within hospitals.

And finally, I’m happy to be discussing the question of data privacy and to have the opportunity to explain to them the data is theirs, not ours, that we are GDPR compliant and they will be able to use them to evolve from preventive to proactive models thank’s to available analytics and Artificial intelligence.

BRW: What would you say is the biggest challenge currently being faced within your industry?

They are two aspects regarding People and Asset safety in hospitals.
One from the outside world, with more and more distressed people that increase the risk of violent or malicious acts. The second is the inner hospital world with the staff and cost issues, the lack of time that increase the risk of dissatisfaction amongst both staff, care givers and patients.

BRW: What was your favourite part about presenting to a live audience?

Actually there are two parts. We always talk about collaborations tools but the most important is the collaboration between human beings/ groups of people in order to share knowledge and experience. The first part, was the experience and knowledge sharing with Neharika, the lead analyst from GlobalData and secondly, the ongoing interactions with the attendees.

BRW: If you could give one piece of advice to another presenter, what would it be?

Take and save time for interactions. Interactions during the presentation with the Business Review Webinars’ team and a co-presenter – an analyst, a customer or a partner – to provide a different point of view to attendees. Take time with the attendees during and after the webinars to learn from them, from their day-to-day challenges in order to provide them with the best solutions.

What has been the highlight of your career?

You wouldn’t be surprised if I answer that the most important in my career was the relationships and the interactions with others.

We learn from others and others hopefully learn from you. I spent a lot of time in project and program management, where many of the problems come from miscommunication or misunderstanding between the different teams, or with a partner or a customer. As I have just answered before, in my current job, the key is first to listen to the customers’ different perspectives, pain points and challenges to provide the best solutions. Sharing experience, brainstorming, co-working, co-innovating with so many different people, this is what makes my career so fulfilling.

In People and Asset safety good coordination, collaboration and a good understanding are key and crucial. Once a problem is solved we can review what happened, analyse situations and reactions to enhance the organization’s processes and share to learn from.

The webinar entitled ‘How To Protect People And Assets In Hospitals And Accelerate Their Digital Transformation’ presented by Jacques DER OHANIAN is now available to watch on-demand.

Click Here to watch the webinar.


Alan Cracknell, Commercial Services Director – ARCA

A conversation with Alan Cracknell – Commercial Services Director at ARCA

Over 15 years experience providing solutions to the Retail Banking and Financial Services industry. Solutions that provide productivity gains and greater efficiency in the cash cycle by using cash automation technology.

In his role as the Commercial Services Director, Alan has worked on a range of cash automation implementations. Most notably, Alan worked on a project implementing the ARCA CM18b cash recycler into the branches of a British multinational bank and financial services company headquartered in London. The implementation of ARCA cash recyclers in 87 of the bank’s locations resulted in a 60 percent reduction in overtime labor and resulted in a 10 month ROI.

BRW: What do you hope the audience will learn from this webinar? 

For our audience to understand the value of ARCA’s branch transformation philosophy – branch evolution and how it can help banking institutions to respond quickly to an ever-changing landscape. Attendees will hopefully learn how to transform bank branches to create efficient, high service environments that are powered by innovation.

BRW: What discussions do you look forward to having with the audience? 

I look forward to discussing ARCA’s approach to transformation and to hearing what the audience feels are barriers to transformation and how together we could overcome them.

BRW: What do you enjoy most about your role? 

My role is very varied.  I speak with a broad cross section of clients from CEO’s to IT assistants, in Large High Street Banks, Building Societies and Foreign Banks.  This variety and constant challenge to provide viable solutions is what I enjoy most

BRW: How did you get into the industry? 

A lucky break really.  I had always been selling into the Finance Sector and then found myself working with a partner who then offered me a role in the cash automation industry, where I have now been for 11 years.

BRW: Where is your favorite place in the world and why? 

My favourite place has to be Anfield, the home of Liverpool football club.  There’s no other place like it on a European night.

Join Alan Cracknell on 14th December for a webinar entitled ‘3 Steps to Make Your Branch Transformation Easier’ at 3PM London/10AM New York.

Register Here!

Does Your Digital Lending Go Beyond Mobile?

Digitization is very topical at the moment, it has triggered many conversations and its impact in banking has been hotly debated. Financial services seem to be ripe for disruption by the new breed FinTech companies for a number of reasons including rapidly evolving customer preferences, declining customer loyalty and the proliferation of options. While some FinTechs have offered new approaches to lending, the majority of the traditional lenders are still not fully embracing digitization and offering its benefits to their customers. Why is it so? Some believe that it is a passing fad or used only by young people while others believe that regulators will protect their businesses from disruption.

It is clear that the banking and financial services space is undergoing a digital transformation wave, but it is not clear how the future will unfold. A recent survey by PwC reported that while 30% of customers plan to increase their usage of nontraditional financial services providers, only 39% plan to continue using solely traditional service providers. The same report states that 88% of incumbent financial institutions are increasingly concerned that they are losing revenue to innovators. This indicates that FinTechs have been able to take advantage of the gap in what customers want and what banks have to offer. Moreover, it appears that some financial institutions may have taken too much time to implement the digital strategies required to turn the tide to their advantage.

Some of these actions could have been driven by misconceptions. For example, some people believe that digital starts and ends with mobile. However, digital is much more than that; it is more than being online and mobile. Today’s customers compare their banking experiences to that offered by the leaders in technology, retail and entertainment. While it may appear that customers like to visit bank branches for loans, it might not be because they prefer human interaction but rather because the bank’s digital experience isn’t fast, simple or user-friendly.

When embarking on or evaluating a digital transformation program it is vital to check what the primary drivers are – was it cost reduction, or efficiency enhancement, or expanding business reach or matching competition?  To achieve the desired outcome it is vital to ensure that the program is aligned with the objective, and that customers are at the heart of that objective.

Let us talk about a few pointers, which can help lenders in bridging the gap between customer expectations and their efforts.

  1. Get closer to customers’ expectations – While it is never easy to identify the missing element, it is the first step to reach where you want to be. As per an EY survey, there are a number of reasons prompting customers to try non-bank service providers and the most important of them are related to customer experience. While ‘trust’ and ‘long term association’ are extremely important criteria for customers in banking, current trends indicate that customers are open to exploring newer options in niche areas such as lending. Anticipating what your customers want and offering personalized products over a channel of choice could well be a game changer.
  2. Make the transformation “transformative” – Adding new delivery channels at the front end isn’t the real game. The back-end needs to move in sync with the sleek front end to deliver the real benefits. The power of digital lies in ensuring that there are seamless, automated processes across the loan lifecycle, irrespective of the systems in use. As an example, while a lot of focus is levied on the loan origination aspect, banks should not ignore the loan servicing area where customers spend the longest period of their relationship with the bank, an area which can make or break the chances of a cross-sell/up-sell opportunity.
  3. Make better credit decisions faster – Processing loan applications quickly and maintaining a high quality credit portfolio are not mutually exclusive objectives. Incorporating comprehensive credit scoring mechanisms guided by insights from predictive analytics helps to process applications faster, while improving the ability to reach new customer segments, and reducing the cost of operations. And all of this can be done while delivering higher quality credit decisions.
  4. Personalize with ease – The rise of FinTechs has proven that a one size fits all approach does not work anymore, especially as customers become more used to tailored services across industries. A digital setup helps in capturing the digital footprint of the customer, which in turn makes it easier to analyze their needs and offer personalized services.
  5. Put your data to work – From identifying the right products for a specific customer segment to adopting the most preferred channel and identifying strategies for reducing customer churn to taking proactive steps for boosting collections – working with analytics is best suited for banks sitting with huge piles of rich data. As customers trust their banks with their money and confidential information, they expect their banks to know them better and provide solutions tailored for their needs.

A unique combination of customer expectations, regulatory push, volatile economic scenarios, evolving political climate and ongoing technology advancement has ensured that lenders need to think beyond the normal. Digital lending offers one such opportunity where the benefits outnumber the risks by a huge margin. It is going to be extremely difficult to build an organization of the future by ignoring this vital aspect which has now been brought into focus by the disruptors. It is true that customers’ trust is an asset for traditional banks but it is essential that traditional lenders fulfill their obligations by embracing the wave of change and taking their customers with them.

Join me and Megha Dalela in the webinar How do you become the digital bank of tomorrow – Todayon the 21st Nov 2017 to understand how banks and financial services companies can drive innovation in lending by leveraging the power of digital, personalization and analytics. We will discuss a number of topics including how digitization in lending is much more than online and mobile, why personalization is a must in the age of Artificial Intelligence and how to making better credit decisions faster with predictive analytics.

Written by Daragh O’Byrne, Vice President, Global Head of Marketing & Alliances at Nucleus Software

Register Here!