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Ian McKenna posted a blog entry in Ian McKenna's BlogFor me the outstanding demonstrations of the second day came from companies who were really throwing down the gauntlet to challenge conventional thinking and showing services that could transform major parts of the financial services industry in a very few years. These almost all focused on making more use of non-traditional forms of data to improve customer services, outcomes and achieve greater profitability. When considering these in this context it is important to recognise that Finovate rules preclude firms showing vapourware service that are not yet built. While many offerings presented are still in their early stages slides and videos are prohibited, you have to show real software. From the perspective of most traditional financial advisors the session from Hedgeable AI will be the proposition they will consider most controversial. Co-founder Matt Kane predicted that we will not need financial advisors for most of their current tasks within a few years. While presenting his artificial intelligence bot Katana he said he believes this will be capable of doing anything a financial advisor can do. As part of the presentation Kane referenced a recent study identifying that as many as 61% of all jobs in the US financial service industry could be replaced by bots. Speaking to CTO Sid Sharma after the show he suggests you don't need advisors to do most of what they do right now, but accepts they are needed for more complicated stuff, “not for things like to checking to see if you are on target to meet your goals or selecting portfolios”. He identifies that “trust needs to be established but who said it had to be by a human”. At this point I suspect that there will be some readers of this blog on the verge of cardiac arrest. My own perspective is that while eventually I do see financial planning and advice as services that within a couple of decades will be fully automated, and indeed virtually invisible I believe that point is at least a decade and a half away. However, when you see what Hedgeable have achieved the timeline does become questionable. In the demo Hedgeable showed the bot identifying the maximum level of contribution a person could make to an IRA and the sources from which funds can be taken to pay such contribution. It could also present information to consumers to alleviate customer concerns if the market turns downwards. Perhaps the most sophisticated solution they showed was the ability of Katana to use personal financial management aggregation to examine an individual’s monthly expenditure and identify savings they could achieve in order to have money they could invest. It might be tempting to dismiss Kane’s views, but having spent a couple of hours with his Co-founder and brother Mike together with Sid Sharma in London recently looking at their technology stack, Kane deserves to be listened to. Using the experience they have gathered over the last six years involving tens of thousands of web chats and combining them with artificial intelligence the company can understand customer behaviour in ways most advisors and financial institutions can only dream of. They can provide a far better understanding of on-boarding, customer retention and support needs. By understanding how much money people will bring with them companies can improve the targeting of offers relating to what customers want. Equally they can identify the behaviour that might mean a customer might be likely to leave and how much support they will need to keep them happy. This can enable organisations to plan resources for more effectively and where practical take cost out of call centres and other functions. Another hugely impressive presentation came from Brian Lay the CEO of Alpha Rank who created social graphs to help businesses understand the key influencers of their customers. This involves the data that is considered to be the most valuable element of social media services like Facebook Twitter and LinkedIn. Apparently until 2012 Facebook disclosed this information with third parties however it has subsequently been decided to be too valuable to share. Understanding these social graphics can enable businesses to predict when customers might be likely to leave and take preventative action. The same techniques have been used highly successfully in the mobile phone industry with T-Mobile reducing its attrition rates by 50% in a single quarter. In financial services the company will take 2 to 3 years of banking data, analyse it and provide maps back to their clients’ so they can understand who the crucial influencers are who drives behaviour amongst other customers. The service focuses on off-line word of mouth recommendations which account for 93% of such conversations. By definition being off-line these are the hardest to measure but Ley identifies them as the most valuable form of endorsement. The service does not yet currently use social media data but this is seen as a natural further development. One company already making very creative use of social media data Neener Analytics primarily focused on the lending industry and improving their underwriting decisions the service can also be used to improve insurance risk decisions. In each instance services are intended to compliment rather than replace processes. The service is currently built around the data that can be extracted by consumers’ giving permission to access their Facebook, Linkedin and Twitter accounts and can be particularly valuable when trying to assess people who have a poor credit score simply because they have not previously used much credit. One major attraction is that the customer only has to give a single click consent to access this data and the service conducts the rest of the analysis. While the company are prioritising credit and insurance risk talking to founder and CEO Jeff LoCastro I couldn’t help but be drawn to question how much such a service could be used to conduct attitude to risk assessments. This might be particularly useful in areas such as auto enrolment where savers will have had little experience or risk profiling and may find a single click approach more appealing as a process. Current risk profiling techniques do leave much to be desired and are an area where an improved customer experience might be very valuable. Finally I want to give a mention to Horizn who really impressed me with their gamification of training services that can be used with either internal staff or customers to encourage them to learn how to get the best out of new technology services. The platform provides training content with badges and reward points offered to users’ who complete brief online courses on how to use digital services. Failure of staff to engage with and embrace technology training is one of the primary reasons that projects fail to deliver their intended return on investment. Providing reward through this platform could easily become a self funding proposition by increasing the successful adoption of technology. Although initially designed for internal staff one major bank has recently made the service available to 16 million of its customers. I can immediately think of several ways in which this could be used within the life and pensions industry to help staff make more use of technology provided but also to provide valuable additional support to customers. Notably, and I would say very deservedly, both Hedgeable AI and Alpha Rank won prestigious "best in show" awards. Arguably the biggest story from this Finovate event are the changes being made to their future shows. From the September show in New York Finovate is now a four-day event with the initial two days of seventy plus seven minute demos supplemented by two days for detailed meetings and analysis. In addition elements of the shows will now be streamed so that it will be possible to focus on specific areas of interest. Both of these are really worthwhile changes. Having personally attended some 14 Finovate shows around the world I have always found them time well spent but these additional changes will make them even more valuable.
The first day of this year’s Finovate Spring left me thinking I had witnessed a real lesson in how technology can extend financial inclusion to a level many traditional advice firms may consider inconceivable. The west coast Finovate show is always the one where you see the wackiest ideas, but it is also the event that stretches creative thinking the most, making it well worth traveling eight time zones. In one day I witnessed technology that can make profitable lending practical to people who might normally be declined based on all normal credit assessments. Into the bargain I had sight of the sort of service that could replace traditional investment platforms delivering a far more personalised service to consumers at a fraction of the cost in just a few years. To cap it all I saw how services usually reserved for those who can afford to spend $1,000,000 a year or more on their financial advice and private office fees can be accessible to mere high net worth families. Ironically one of the presenters are actually based at Euston Tower on the Euston Road, about two miles from F&TRC’s offices in Islington. AccountScore are a British start-up spun out of Safety Net Credit. Five years ago Safety Net started taking banking data extracted using a Yodlee aggregation feed and enhanced the categorisation of the data to provide detailed insights into the ability of borrowers to meet credit obligations. The service is not intended to replace traditional credit references but to compliment them. It provides a far more personal analysis of the individual’s ability to pay. The new business is now providing this service to other lenders. Their service is designed to enhance underwriting decisions for debt management, high-cost short-term credit, guarantor, and second charge lending as well as traditional first charge mortgage lending. This can include both loans to SMEs as well as private individuals. The key element of Accounts Score’s process is that they take the last 90 days banking data and categorise it in far greater detail than from a standard Yodlee fee. This enables them to clearly identify specific behaviours such as possible loss of income e.g. if the salary has not arrived on a regular date, missed financial transactions and returned direct debits. In addition the company can identify where job seekers allowance or similar benefits are being claimed and even if there is an online gambling habit. This not only enhances new loan underwriting, but can be used as a technique to monitor the financial health of existing customers. It can enable lenders to make offers when they might decline and help them recognise when granting further credit is not in the borrower’s interest. Given the current regulatory focus on forgiveness it can provide crucial insights into borrowers’ on the verge of serious difficulties. AccountScore launched in the UK last September, have opened an office in India and were launching their US operation at Finovate yesterday. Overall their proposition is designed to enhance affordability assessment, improve credit decisions, enable better customer management and account repairment management whilst at the same time identifying vulnerable or distressed consumers where forbearance may be appropriate. It is easy to see how this approach could deliver huge benefits to consumers and lenders as well as addressing an area that the FCA are very focused on currently. Hedg are a really interesting example of what may be the shape of the sort of services that will replace platforms in a few years’ time. Not everyone agrees with me that the UK platform model is terminally broken, but with the real consumer value increasingly being recognised as in financial planning, rather than asset management or product wrappers serious price compression is about to take its toll on each of these elements so it’s the organisations who can help advisors add value to client relationships who will come to the fore. That Hedg provide highly personalised investment solutions for just 25 bps helps demonstrate the further downwards pressure such services will put on platform pricing. Company founder Bob Rutherford is particularly scathing of most robo advisors suggesting they do not provide adequate personalisation and tend to bundle too many clients together by using only a small range of portfolios. The Hedg answer to this has been to build a business which is designed to create opportunities for established financial advisors to identify new, younger clients and deliver ways in which they can interact with those clients at low cost digitally before they are viable for a traditional face to face service. This digital advice service is specifically targeted at traditional advisors who want to reach Generation X and millennials. In their on-boarding process Hedg capture far greater details of personal preferences around investment styles, ethical constraints and other personal tastes designed to support service where advisors can build specific investment structures using the Hedg platform to buy into markets for indices but with specific investment types removed. The advisor firms put content on the Hedg platform outlining their specialist areas of operation and experience giving potential clients the opportunity to select the advisors they feel the greatest affinity for. Advisors pay for putting content on the Hedg platform and a success fee when they attract a client. Hedg are now partnering with US advice software suppliers to reach a wide range of advisors. This a very different approach to the way Unbiased and VouchedFor work in the UK. Not all of the elements of this platform could be easily adapted to the UK regulatory environment nonetheless I find it a very refreshing approach particularly the split economic model where part of the charges are paid by consumers but these are supplemented by payments from advisors looking to attract new clients. Onist Technologies showed how there are still plenty of ways in which the Personal Financial Management concept can be extended demonstrating a multi-disciplinary virtual private office service that can allow a wide range of professional advisors to collaborate to support clients through a virtual private office service where wealth advisors, insurance specialists, tax and legal professionals could all share information and deliver a range of solutions via a single service. Typically this level of integrated advice is usually the preserve of families whose wealth can be measured in many tens of millions. Their service however could be deployed so typical IFA clients might benefit. I could see such an arrangement working really well in towns where a range of local professionals frequently serve the same clients. This provides the client with an enhanced portal service where different members of the family can access information and could be a very effective way for advisors to protect against the loss of assets which so frequently occurs when wealth is transferred across generations. Various studies suggest that between 80% and 95% of children aim too fire their parent’s advisors and there are similar numbers involved when husbands die and wives take over. Onist is available either as a direct to consumer proposition or via professional firms who host the software. To accommodate such firms the company are in the process of building a range of API integrations with more traditional advice software. I see this as a critical success factor. This highlights how APIs can facilitate levels of integration that would have been unthinkable just a few years ago. The services are also targeted at financial institutions who wish to offer a private office type service to clients for whom it would not normally be economically viable to. Although in the UK Personal Financial Management has not been as widely adopted as in the US it's rare to see true innovation in this space. Onist deserve considerable credit for creating an environment that will enable diverse