Research Vice President
IDC Financial Insights
Global Banking Predictions for 2012 — What Did We Get Right and Where Are We Now?
At the start of each year, IDC Financial Insights’ global team of analysts develop predictions for the coming 12 months. In this keynote presentation, Jeanne Capachin will provide a midyear look at the global banking industry – what did we expect in December and how have things turned out as of May? The predictions for 2012 focused on a number of key areas – the changing business model, the impact of regulation, managing growth in emerging markets, developing appropriate channel strategies and making the most of big data. In this midyear update, we will not just review predictions, but discuss what's changed over the course of the past six months. What do we see for rest of the year across the globe, and where should banks be focusing their technology investments and business transformation efforts now?
Jeanne Capachin is a research vice president with IDC Financial Insights. She is responsible for the Corporate Treasury practice and the Worldwide Spending Guide programs. Ms. Capachin has more than two decades of experience working in and consulting to the banking industry.
Ms. Capachin regularly contributes to the FinTech blogs in the IDC Financial Insights Community and tweets (@jcapachin) about corporate treasury and FinTech issues.
Throughout her career, Ms. Capachin has taught thousands of bankers, vendors and regulators about banking and payment systems issues and trends. She has also participated, on both a national and an international level, in developing training programs and has spoken at a variety of conferences on topics such as industry trends and spending patterns, electronic payment trends, regulatory issues and strategies for success. As a banker, Ms. Capachin led post-acquisition systems integration teams, managed large operations teams and led product development efforts.
Before joining IDC Financial Insights, Ms. Capachin was director of education with the New England ACH Association (NEACH). In this position, she was responsible for the association’s educational offerings. Prior to joining NEACH, Ms. Capachin held positions in product management, operations management, and systems development and integration at Bank of Boston and Guaranty Bank and Trust. Ms. Capachin has over 25 years of banking experience with these two institutions, covering many functional roles.
Ms. Capachin holds her CCM and AAP designations and is active in local and national industry trade organizations. She holds a BS in urban studies and economics from Worcester State College. Ms. Capachin is a frequent speaker at industry conferences and is often quoted in publications throughout the world including the BBC, Business Week, The Wall Street Journal, American Banker, Bank Systems and Technology, Bank Technology News, Treasury and Risk Management and The Industry Standard. She has authored research on a range of topics including spending trends, treasury management, payment initiatives, security issues and other financial services topics.
Research Director, Banking Practices
The Payments Imperative: Managing Payments in a Changing World
At a time when business models have been upended by regulation and a tough economic environment, customers continue to demand newer, faster and more ubiquitous payment services. Banks face the prospect of investing huge sums in payments technology against an uncertain business case. This session addresses issues central to the management of banks’ payments business, such as:
- Why payments are still the core of customer banking relationships
- Which technologies and new business models are changing the payments market
- Why smart, targeted innovation is vital to success in the payments business
- How banks must manage the transition from legacy payment platforms to a more flexible, integrated architecture
- How bank governance models for payments can balance the need for efficiency and integration against diverse business needs.
Steve Ledford is a partner with Novantas in the company’s Chicago office, where he focuses on payments and commercial banking. He has advised leading banks, financial services firms and payment organizations in North America, South America, Europe, Asia and Africa for more than 20 years. His work has focused on payments and treasury services, client business strategy advisory, product development, IT and infrastructure planning, operations improvement and the deployment of new payment systems.
Prior to joining Novantas, he was a leader in McKinsey & Company’s global payments practice and a senior expert in the company’s payments and treasury services. Previously, he served as president of Global Concepts, a consulting and research firm specializing in payments and cash management. He earned a BA in economics from Wofford College in Spartanburg, South Carolina.
Research Director, Retail Banking & Cards
Social Media’s Global Impact on IT and Banking Operations
Financial institutions have had a love/hate relationship with social networking since it became popular in 2005. Marketing sees an opportunity for branding while everyone else sees an opportunity for service failures, security breaches and lost productivity. As social media has become part of daily life, however, bank staffs have been both impacted by and impacting social media. In this session, we will discuss how FIs can arm their staff members with the tools necessary to effectively manage social media and even use it to their advantage.
Nicole Sturgill is a research director in TowerGroup’s Retail Banking & Cards practice and specializes in delivery channels. She is responsible for research and advisory activities covering trends and developments in branches, ATMs, contact centers, online banking, mobile banking and social media. Nicole's areas of expertise, which she developed during her 15 years in the financial services industry, include ATM strategy and processing, cash supply chain management, operational analysis, best practices, vendor management and regulatory compliance.
Prior to joining TowerGroup, Nicole served as manager of banking strategies at Transoft International. She worked with banks in both EMEA and North America, consulted on ATM deployment strategy, performed operational analyses, and specialized in cash supply chain strategy and implementation at client banks. Previously, she worked at Fifth Third Bank for almost 10 years, holding several positions in Commercial Banking and Operations. Her most recent role at Fifth Third Bank was as the company’s assistant vice president, during which she managed ATM operations, Regulation E compliance and debit card operations.
Nicole has been quoted in industry periodicals and appeared in publications such as American Banker, ATM & Debit News and Bank Systems and Technology. She has been a featured speaker at major industry conferences and recently authored an article on currency management for BAI Banking Strategies.
Nicole holds a BA in psychology and sociology from Miami University in Oxford, Ohio.
Senior Research Director
Business Intelligence 3.0: From Hindsight to Insight to Foresight
Financial services institutions (FSIs) of all stripes are facing the retooling of their businesses, from strategy to execution, from markets to segments, and from the supply chain to delivery channels. In the midst of this strategic and business reengineering, FSIs need new technology investments to meet far ranging objectives, from achieving operational excellence to improving risk management, enabling superior customer experience and adding new business functionality. At the same time, FSIs face emerging new mandates for sounder controls, all while under increasing pressure to contain costs.
To meet these challenges, FSIs can find themselves adding disparate technologies, narrowly defined expertise and complex processes to tackle each problem individually. But even then, gaining a full view of the issues is daunting without organizing a framework such as those provided by business intelligence (BI) technologies.
Business intelligence has evolved into a new stage. In the past, it involved a series of static dashboards that delivered historical information in a single view and delivered business hindsight. Today, most leading business intelligence capabilities provide insight via improved data quality — sometimes on demand — with richer, individualized interfaces that offer better visualization for quick interpretation. Tomorrow’s business intelligence capabilities (3.0) will become the next game changer by leveraging analytics to provide true business foresight.
In this session, we’ll discuss state-of-the-art BI across the financial services industry, talk about the insight that can be gained from today’s technology and look at how, through expanding the use of predictive analytics, BI can help FSIs build a roadmap for tomorrow’s business and operational decisions.
Rod Nelsestuen is a senior research director in the TowerGroup Financial Services practices. He conducts research on business and IT strategies, emerging trends, growth strategies and issues germane to all verticals across the financial services industry. His topics include customer experience, innovation, operational excellence, sourcing strategies and risk management, including governance, compliance (GRC), business and customer intelligence, and emerging markets.
In his more than two decades of financial services experience, he spent more than eight years as CEO of an affiliate company and six years as the enterprise-level CIO at AgriBank, FCB. In addition, he has served in diverse finance, marketing, credit, operations and technology roles at both the operational and executive levels. He joined TowerGroup in 2006.
He has contributed to numerous business publications in the area of technology leadership. He served as an instructor for the School of Business at Cardinal Stritch University and the University of Phoenix MBA and MBA Technology Management programs.
He holds an MBA and a graduate certificate in information systems management from DeVry University’s Keller Graduate School of Management. He also completed studies at the Graduate School of Banking at the University of Wisconsin-Madison and holds an MFA in writing from Hamline University.
President, Global Business Solutions and Chief Innovation Officer
What is Innovation and Consumerism of IT?
Historically, businesses — particularly large enterprises — have held the view that information technologies are private infrastructure to be owned and used by businesses, not people. Over the past 10 years, however, we have seen a shift in the focus of IT innovation from the enterprise sector to consumer sector. The evolution of technology as a part of public infrastructures has resulted in significant economic benefits for the enterprises that have adopted it.
Lem Lasher will speak to this innovation focus shift, which dominates corporate conversations about imperative business strategies. He will share how CSC has addressed this challenge through its Office of Innovation, and he’ll provide useful and practical insight into how this strategy can be implemented by any enterprise executive.
The presentation will cover topics from thought leadership to business solutions, historical context and current trends, perspectives on economic benefits and impacts on business and operating model transformation. Lasher will address a number of questions, such as:
- What is innovation, and what is the innovation paradox?
- What are its types and amplitudes?
- What are the operating model implications of an open-innovation ecosystem?
- What is end-user innovation?
- What is the role of ideation campaigns for innovation?
- What are deliberate and emergent strategies for innovation, and how can a company turn ideas into products or business solutions?
- What is the role of intellectual capital management in an innovation strategy?
- What are next practices and how are they discovered?
- What is the consumerization of IT, what is its impact on business and operating model transformation, and how is it disrupting enterprises and industries?
- What technologies are most likely to provoke digital disruption to companies’ business and operating models, and what are the strategic options for countering them?
Lem Lasher is the president of CSC’s Global Business Solutions (GBS) group and CSC’s chief innovation officer. GBS is comprised of CSC’s regional consulting and systems integration business in North America, Brazil, EMEA and Australia, and the following global practices: Business Consulting & Solutions, Technology Consulting, SAP, Oracle, and Program Management & Solutions Architecture.
As CSC’s chief innovation officer, his corporate responsibilities include managing the Office of Innovation, which is comprised of the following global units: The Leading Edge Forum, The Research Network, Global Solutions Organization, CSC Collective Intelligence, and Knowledge Management & Enablement.
Previously, he held numerous managing director positions within CSC’s European Group, including BAE Systems Global Account, European Consulting, CSC Belgium & Luxembourg, and Industry Practices for Benelux.
He is also an adjunct professor of innovation at Imperial College Business School in London, United Kingdom, and is a member of the board of directors of the India-U.S. World Affairs Institute. He attended Baldwin Wallace College in Berea, Ohio, and Friedrich Wilhelms University in Bonn, Germany, where he studied German literature and philosophy.
President and CEO
Loyalty 360, Loyalty Expo, Loyalty Management
A Customer’s Approach to Building a Total Bank Loyalty Program
There is a new mindset in loyalty programs called "expectation matching." The new belief is that your banking customers have similar yet distinct interests and expectations. The key is to understand them when you acquire them and to advocate brand engagement and loyalty. When the expectations of customers are understood and refined, a bank can create mutually beneficial outcomes for their customers and financial benefits for itself. This session will provide insight as to what banks are doing to drive "sustainable behavioral change" for their customers. The session will also serve as a best practice forum on where the market is and where it is going. Other banking industry insights will be discussed and case-in-point examples will be shared on how the practice of "expectation matching" has been be used to reward loyalty as behavior.
As president and CEO of Loyalty 360, Mark is committed to bringing loyalty to the forefront as a critical marketing strategy. To further this goal, he has created an unbiased, market-driven clearinghouse and think tank through which users and loyalty providers can interact and collaborate. His finger on the pulse of what’s happening in loyalty, Mark is driven to give members the expert insights and guidance they need to develop strategies and implement programs that effectively engage their customers and employees and build stronger relationships with them.
Mark has significant experience in selling, designing and administering prepaid and loyalty/CRM programs, as well as data-driven marketing communication programs. He received his start in loyalty program design while at Fifth Third Bank in Cincinnati, Ohio, where he developed the bank’s open (merchant-based gift card) and closed (MasterCard) system stored value programs (Premiere Issue).
Following, Mark was vice president of product development at Stored Value Systems (SVS). Through his efforts, SVS designed the gift card mall product and wrote its first comprehensive market evaluation on loyalty. He was also responsible for the recommendation to acquire the assets of Datamark Technologies and its loyalty processing clients. At Size Technologies, Mark sold loyalty and CRM programs to Alliance Data Systems (Dynamic Value), Carlson Marketing Group (Gold Points Replacement), National Processing Company/Bank of America, Blackhawk Marketing/Safeway and First Data Resources.
Mark has an undergraduate degree in mass communications (media management) from Miami University, an MBA from the University of Cincinnati, and is currently pursuing an MBA in business information — statistics from Xavier University. A recognized thought leader in loyalty marketing, Mark is a regular contributor to Hotel Executive and shares his expert insights with media worldwide..