Instrumented Interconnecteds Intelligent

Joyce Phillips, CEO Global Wealth and Group Managing Director, Marketing, Innovation and Digital, ANZ Banking Group

Joyce Phillips, CEO Global Wealth and Group Managing Director, Marketing, Innovation and Digital, ANZ Banking Group

By Joyce Phillips

It used to be that next generation technology to make humans smarter, faster and at the top of their game was the stuff of cinema and science fiction.

Here at ANZ, we are exploring a groundbreaking solution that holds this very same promise – a cognitive assistant, if you will, that can empower our regional bank advisors to better serve our two million wealth management clients.

To understand why and what we’re doing to foster this innovation, it’s important to start with the perspective of the customer.

Imagine yourself entering a regional bank branch. You’ve arranged an appointment with the branch’s financial advisor, to discuss the life you want for you and your loved ones upon your retirement, and the solutions you need to achieve it.

Two of the key questions you and your advisor need to address are: what types of insurance, retirement and banking solutions do you have now, and do they cover you in a way that will safeguard your assets and yield a secure, well-funded retirement.

The fact is, many customers don’t know the answer to that question.  

We do our best to choose the vehicles that can grow assets, protect them and prepare us for retirement. But amidst market fluctuations, changing needs, and a host of new financial solutions and strategies being brought to market every day, it’s hard for customers to gauge whether their trajectory is safe and sound – and in turn, ask the right questions of our advisors.

But what if financial advisors had access to everything they need to know about a customer’s portfolio, with a click of a button – informed by an instant, 360 degree view of what’s right and what needs to be fixed, to usher that customer into the retirement they deserve?

This is where technology comes in; but not just any technology.  

The natural resource that can fuel a smarter, faster customer experience is Big Data, or the vast amount of electronically generated and stored information – ranging from account information to market research – that can piece together that 360 degree view for the financial advisor.

ANZ is collaborating with IBM to give our advisors that ability to harness information and make smarter, faster financial recommendations – enabling a customer experience that is simple, safe and steeped in data-informed insights.

The technology that will get us there: Watson, a cognitive computing system that is tailor-made for the customer experience, based on its ability to grasp the subtle context of questions posed in human language, search through a universe of Big Data to find the exact answers its users need, and deliver fast, evidence-based recommendations that can fuel a financial advisor’s advice to clients.

And that is how we’ll empower our advisors to be smarter and faster: by leveraging a groundbreaking innovation that can think like a human, and serve as a dedicated assistant, researcher and guidepost for ANZ’s top-flight team of advisors.

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