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Global Roundup – Innovation in Financial Services 2019

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Global Roundup –
Innovation in Financial Services 2019

2019 has flown by, and even though it feels like we just welcomed in the new year, there’s less than two weeks to go until 2020! This year was incredibly exciting for the Provenir team as we expanded into Canada, opened offices in San Francisco and Miami, grew our Europe and Asia-Pacific teams, and extended our footprint in Latin America.

As a global company we love to learn about the industry trends and innovation opportunities our teams are witnessing in their respective regions. It’s a great chance to learn from regional trends and spot new innovation opportunities! So, we asked our team of sales executives from around the globe to share their answer to the following question:

What were the most exciting developments in the financial services/lending industry in 2019?

The Americas
Brendan Deakin, Sales Executive – Northeast US Region

The industry saw three key areas of innovation during 2019:

  1. The launch of Open Banking/API driven access to financial services is driving up innovation of, and consumer access to, personalized banking services vs. a historical one-size fits all/product penetration focus by most banks.
  2. More and more established players are committed to the digital channel like never before. This is being done to fight the competition from new FinTechs, which continued to grow in number throughout the year.
  3. AI and Data Science are taking hold, banks are looking to leverage the massive amounts of data they generate through customer interactions, product utility, etc. This is actually creating a new paradigm in the market, where banks can look to reduce their reliance on 3rd party vendors like Credit Bureaus in the future by leveraging all of the “on us” data on consumers. This will help them build better cross-sell and up-sell opportunities for existing customers while also building acquisition strategies based on these massive data sets.

Dominic Schaffer, VP of Sales – US West Region

The US will look back on 2019 as a landmark year for alternative data! In their recent statement the Federal Reserve Board, the Consumer Financial Protection Bureau, the Federal Deposit Insurance Corporation, the Office of the Comptroller of the Currency, and the National Credit Union Administration, announced support for the use of alternative data in credit underwriting. In summary, the agencies said that alternative data can:

  •  Improve the speed and accuracy of credit decisions
  • Help firms evaluate creditworthiness of people who might not be able to get credit in the traditional system
  • Help users get better pricing & terms

With the use of alternative data greenlit, when used in compliance with existing rules, lenders can explore a huge range of data to drive smarter decisioning. We’ve also seen a big focus on cash flow analysis—basically analyzing a user’s income and expenses over a period of time to figure out the borrower’s capacity to repay a loan.

Julie Mannella, Director of Sales – Canada

With the Canadian economy being driven by the consumer-first mindset 2019 saw increased pressure for businesses to deliver world-class user experiences. Consumers are demanding that their financial institutions deliver a frictionless, convenient digital experience. They want single-platform engagement and easier access to the products and services, with rapid delivery and value delivered for their money. This is leading organizations to rely on their IT team to drive transformation and innovation in more ways than ever before, putting a strain on these business units to deliver.

Gaston Peralta, Director of Business Development – Latin America

2019 was a big year for financial services in Latin America with an increase in venture capital and investments from large financial institutions into FinTechs is a highlight. Capital investments in startups and FinTechs are surpassing the 3 billion USD mark in Latin America alone. This kind of capital has never been seen before according to Andre Maciel from Softbank, which manages a 5 billion USD investment fund dedicated solely to Latin America. Maciel also claims that they have their mindset on 300 additional capital contributions to Fintechs in LATAM, with 200 of those in Brazil.

The expansion of nontraditional lenders, in the form of marketplace lenders, replacing banks for previously underserved markets, was also a key shift in the industry. Lenders are exploring the inclusion of Social Media to create financial identities and data from alternative sources has replaced the use of traditional credit scores to extend credit options into sub-prime and thin file markets.

Europe
Chris Kneen, Regional Sales Manager – United Kingdom

Over the last 3 years, there has been a surge in new challenger banks entering the UK market, set up to disrupt the sector and compete with the incumbents. This growth has accelerated in 2019 with Monzo, Starling Bank, and Revolut gaining a higher volume of customers. Setting up an account has become simple, fast and frictionless with innovative use of video identity verification.

2019 has also seen a second wave of challenger banks that are challenging the first breed including Tide, Bunq, Monese, Curve and Tandem. Natwest has also launched its standalone brand Bo to compete in this segment. Increased competition is great for innovation, but whilst the new challenger banks are gaining customers in impressive volumes, there’s a question around how many are switching their primary accounts. Monzo has 3 million UK customers, out of which, 1 million customers have fully committed to using a primary account. This 1 in 3 ratio will be something Monzo will be looking to improve on in 2020. Figures announced recently also show that only 14% of Curve’s 500,000 customers are ‘active users’.

Marcus von Rahden, Regional Manager – Central and Eastern Europe

Throughout 2019, the Central and Eastern Europe market has been fast-moving, with lots of innovation across the finance sector. There’s been continued investment and expansion in larger Fintechs including Numbrs, N26, Wefox, and Adyen. We’ve seen comparison platform Check24 apply for a banking license, several new mobile-first consumer and SME lenders launch to market and open banking payments solutions developed following the introduction of the PSD2 regulations.

Inigo Rodriguez Navarro, Regional Sales Manager – Iberia

2019 has seen many banks and lenders working hard to boost innovation following the introduction of the PSD2 payment regulations. Although there have been delays in publication of the technical standards the new regulations created an opportunity for disruption. Institutions such as BBVA have been leading the way in Spain, partnering with new FinTechs to create disruptive models through open APIs and platforms. The transition period is set to continue throughout 2020 when further technical requirements are rolled-out.

The Spanish FinTech ecosystem is growing tremendously and the sector generates over 5,000 jobs, which is set to double in 2020. The emergence of ID Finance, Bnext, and Pagantis shows the growing strength and diversity of the market, alongside the established banks.

Patrick Radise, Senior Sales Executive – Nordics and Baltics

Many new FinTech and startups entered the lending market across the Nordics and Baltics in 2019. They compete with better speed, technology, and lower cost/overhead. Klarna and iZettle have been great examples of payment businesses that have scaled their models globally in a rapid timeframe.

The use of automation and AI/ML grew. Many, especially in the Baltics already have automated consumer loan processes with many aiming for a 95% automation rate for consumer products and a slightly lower percentage for the B2B segment. Most banks are already using machine learning technology for areas like Anti Money Laundering, Fraud, and Customer Relationship Management, and exploring its use in lending processes.

Finally, there’s been an increased focus on Green loans, which are increasingly attracting Millennials and environmentally conscious people.

Asia-Pacific
Tim Kerslake, Account Director – Australia and New Zealand

For Australia, the most significant event in 2019 was the delivery of the final report of the Royal Commission into Banking (Feb 2019) and the subsequent consequences. Following the report, two of the region’s major banks—National Australia Bank and Westpac—had senior leadership changes, we’ve seen increased vigilance from the regulators ASIC and APRA, and there’s an increased focus on responsible lending practices.

Australia and New Zealand saw the continued rise of the Buy Now Pay Later segment both in terms of growth of transactions/value as well as the number of entrants. This sector is led by AfterPay which has commenced a global expansion. We also saw an announcement by Klarna that they will launch in Australia and an investment by Commonwealth Bank into Klarna.

Patrick Tan, Regional Sales Director – Singapore

Overall in 2019, the banking sector has been playing catch up with FinTechs by either using their technologies or collaborating with them. Banks are also increasingly investing in startups, hoping to catch the latest technologies and keep them close by.

2019 also saw a huge rise in mobile digital transactions, which helped drive an increase in mobile payment apps that facilitate the transfer of funds for purchases. For example, digital and mobile payments make up 30% of the FinTech industry in Thailand.

The potential for FinTechs to disrupt financial services is tremendous. Banks, who are slow to market and heavily regulated by central banks, have struggled to grow adoption of bank services in the region with only 27% of the adult population owning a bank account. 2019 saw FinTech companies, who are nimble and less impeded by regulations, tap into this lack of access to financial services with Grab and other similar tech companies venturing into the digital payments sector.


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Who Will Rise to Claim Payments in Southeast Asia?

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Who Will Rise to Claim Payments in Southeast Asia?

The Southeast Asia marketplace economy is booming, with arguments over whether Thailand — with 11 million online consumers expected to double every three years — or Indonesia, expected to have a $130 billion e-market by 2020, is truly in the lead for the region. Beyond those two nations, there are a number of e-commerce and marketplace economy startups in other Southeast Asian countries, including 270+ in Singapore and over 30 in Vietnam.

The landscape for payments in Southeast Asia is particularly intriguing because it’s a potentially huge market with no one payments player dominating the region. China, has seen Alibaba and WeChat Wallet split their payments economy. The U.S. has PayPal and Venmo (now the same company), and Africa has M-PESA. But despite nearly a trillion dollars of potential value in Southeast Asia, no one has risen to the top. 2.5 billion people globally don’t have a bank account, and a hefty chunk of those reside in Southeast Asia. Most payments systems in the first world are tied back to bank accounts; even the ones that don’t, like M-PESA, tend to have solid local reach.

The Challenge of Payments in Southeast Asia

Perhaps the biggest challenge with creating a regional payments platform throughout Southeast Asia is that each country has a very unique culture. The adoption of e-payments or mobile payments varies greatly among the individual countries that make up the region. Take for example Singapore, 74% of the population still prefers card payments over other options. Whereas only 27% of payments are completed by card in Indonesia. Creating a payments platform that fits the cultural needs of individual countries in Southeast Asia will be key to creating a payments service that gains regional traction. Companies can and are choosing to tackle this problem in a number of ways:

  1.  A country by country expansion backed by local teams with a deep understanding of the local market
  2.  Strategic partnerships with payments businesses in target countries
  3. Purchasing/investing in local payments providers

Which method will drive the most success has yet to be seen!

Contenders Vying for Payments Dominance

So what payments companies in Southeast Asia are standing out in a crowded, locally-driven marketplace economy? Who could rise? We explore four innovative companies looking to succeed in Southeast Asia below.

The contenders:

  • Grab
    Grab, the Southeast Asian decacorn that originally started as a ride sharing app, is now headquartered in Singapore after originally launching in Malaysia. It jumped into the payments industry in 2016 with the launch of GrabPay. Now available throughout Southeast Asia, Grab offers a variety of financial services through its digital wallet, including payments, with plans to expand into micro-loans, insurance, and monthly post-payment options. Grab is using strategic partnership to expand its footprint in Southeast Asia and has partnered with Maybank, OVO, and SM Investments Corporation, to expand its footprint. GrabPay is expected to launch in Thailand in 2019.
  • Go-Jek
    Go-Jek is another Southeast Asian company that started life as a ride hailing app and expanded into the financial services scene. Go-Jek powers payments through its Go-Pay digital wallet which is Indonesia’s leading e-money wallet.
    Go-Pay has made significant inroads into Southeast Asia and has purchased three fintech companies—Kartuku, Mapan, and Midtrans—to help provide the foundation for its financial services and facilitate its expansion. The addition of these business gives Go-Pay access to technology and talent in the payments, lending, and savings spaces to help power their spread throughout the region.
  • Ant Financial
    Ant Financial, which originated from Alipay, is another financial technology company that could rise to take the payments crown in Southeast Asia. With a large and loyal consumer base in China, its home country, Ant Financial is making deliberate steps into the Southeast Asia region. Ant has made strategic investments in companies offering mobile payments wallets in the region to extend the reach of it services. Through investments and partnerships in local businesses Ant Financial now powers payments services in both the Philippines and Thailand.
  • Singtel Dash
    The Dash Platform is an all-in-one mobile payments solution from Singapore’s largest telco Singtel. Singtel has developed the Via alliance, which builds partnerships with other e-wallet and payments platforms around the world including Southeast Asia. As a result of the continuously evolving alliances Dash platform subscribers can now or soon will be able to pay for goods and services using their Dash wallet in a number of countries including Indonesia, Thailand, the Philippines, Malaysia, Indonesia, India, and China. Singtel is using these partnerships to bridge cultural differences between the countries within Southeast Asia to create a cohesive regional payments solution.

Mobile-First

One of the reasons for the crowded payments space in Southeast Asia is that it’s genuinely a mobile-first part of the world. Consider the case of Indonesia:

Further evidence that Indonesians have embraced mobile-first initiatives comes from social media, with Indonesians having the highest mobile Facebook usage rate worldwide, with 63 million users in 2015. Further projections put Indonesians’ future Facebook access via mobile being almost 99 percent by 2018, showing a real dominance over desktop platforms. The mobile-first path that Indonesia has taken also allows retailers to focus on creating mobile functionality, presenting unique opportunities to dominate in the retail space.

Because some countries in Southeast Asia have massive populations (Indonesia, for example, is north of 250 million), the mobile-first movement is a huge deal. This allows the seller side to have hyper-personalized data and tailor their products even more, as opposed to generalized swaths of information about a huge population. That’s also why so many companies are rushing into the payments space — it’s a relatively low barrier to entry, and the inherently mobile nature makes for better decision-making around what users want.

70-80% of Southeast Asians should be on smartphones by 2021, which would approach U.S. and Japanese levels. But there are already major payments players in those spaces, and not so among the southeastern Asian economies.

Uniquely Southeast Asian

It should also be noted that one quirk of the Southeast Asian marketplace economy is that e-commerce developed before payments or logistics, meaning it spent years as a series of informal markets on platforms like Instagram. Only recently have payments been formalized in the area.

Also critical to understand in Southeast Asia: if you analyze net promoter score, a quality metric for customer advocacy, local payment systems — if fragmented — consistently score higher than major enterprise options based elsewhere. For example, in Indonesia Tokopedia (local) has an NPS of +7 while Amazon’s NPS is -24.

To fully understand how the sharing economy might impact and affect Southeast Asia and other regions where it’s not fully emergent, it helps to more broadly understand the landscape of the sharing/marketplace economy.

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Lost in translation—are risk model deployment challenges slowing you down?

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Lost in Translation—
are risk model deployment challenges slowing you down?

If they are, you’re not alone.

The recent Rexer Data Science Survey found that only 10-15% of companies “almost always” successfully deploy analytics models.

If your organization isn’t in that top 15%, you’re probably already feeling two things:

  1. Frustration caused by deployment delays
  2. Pressure from above to make it happen

The cost of delayed or failed deployment

So, before I get into the challenges preventing rapid deployment and how organizations can overcome these hurdles, let’s answer the bigger question… why should we care about model deployment rates?

There are many reasons why a business needs to be able to deploy a new risk model quickly and easily, but there are a few that really stand out in today’s digital-first world. Rapid deployment:

  1. Drives business growth—Analytics models are a key part of a risk strategy, they help drive business growth by making risk decisioning more accurate, which means more customers and lower default rates.
  2. Improves customer experience—Customers now expect instant everything, risk and analytics models help businesses make real-time decisions and gain customers in increasingly competitive markets
  3. Empowers competitive advantage—Companies that can test and deploy models quickly are able to make iterative changes to models using the most up-to-date data, making them better able to adapt to market demands.

Could you say that in Java, please?

One of the biggest reasons strategic analytics projects are often deployed late is the disconnection between the risk team and the development team.

The root of this developer-data scientist disconnection is that the two different groups literally don’t talk the same language. The modeling languages of choice for data scientists are generally Python, R (both open source languages), and the proprietary SAS. These are not usually the same languages preferred by developers, who favor Java, JavaScript, and variations of C such as C++.

So, typically data scientists create and test their analytics models—say a credit approval and verification application—using their languages. This work is then sent to the development teams, who then often spend a lot of time and costly effort recoding into their own languages so the model can be tested for security, compliance, impact on the infrastructure, and so on. Any changes that need be sent back to the data scientists for further review and approvals will kick off the same lengthy recoding processes, only in reverse.

The result? Fast time-to-market goes out the window. And if projects are deployed late enough, market conditions often will have changed so much that the reasons for deploying in the first place no longer exist, and the project is essentially dead on arrival.

Data delays

Another culprit in the model development and deployment process is the fact that data is very often located all over the organization in protected silos. This is particularly true in highly regulated industries like financial services, where security and privacy concerns meet compliance realities. Historical data may be found in one or more silos, and transactional and production data in others. Data scientists needing elements of all these data have to root around to find and gain access to it.

But that’s not all, the digitization of many types of data has led to a huge range of new data sources, many of which can be highly useful to data scientists when predicting credit risk or fraudulent activity. As each new data source emerges it needs to be integrated into the businesses decisioning solution if it’s to be utilized by analytics models.

While integrations should be simple, many organizations struggle with creating or updating data source integrations due to inflexible technology that requires extensive hardcoding. Each new data source included in a model can result in lengthy delays to model deployment as they need to be completed before the model can be fully tested and pushed to a live environment.

Say hello to your guide and translator: Platform technology

It’s fair to say that many of the delays to risk model deployment are caused by processes, not people. It’s also fair to say that the rapid advancement of technology has made it difficult to keep up with new analytics models to tackle an ever-evolving model. So, what can you do about it?

Well, what if your process problems caused by technology, like having to translate models from one language to another, or manually updating hardcoded integrations, could be solved by technology?

So, instead of your risk team creating a model in one language, then your dev team translating it into another language for your risk engine, you could opt for a model agnostic risk platform instead.

For data scientists and developers ‘talking different languages’, being model agnostic effectively removes the intermediate steps of recoding between the two different teams. Instead data scientists can upload their models directly in their native languages, which allows them to fully utilize new analytical techniques.

These types of platforms help prevent the loss of analytics models that never get deployed due to prolonged development and deployment cycles.

Technology can also be an effective solution for data integration challenges, which both fintechs and traditional financial institutions still struggle with as a result of hardcoded connections that are often built to serve a specific purpose at a specific time.

Today’s digital market requires businesses to be able to create agile technology that can be quickly updated or repurposed throughout an organization to meet many needs.

For optimum flexibility and business agility it’s essential that data integrations can be created, used, reused, and updated quickly and easily. Again, integrations have traditionally relied heavily on over-burdened dev teams for what should be simple adjustments. Instead of following these traditional integration processes businesses now have the opportunity to use technology that empowers business users to handle the integration mapping process.

This means that the risk team can be far less reliant on the dev team for ongoing adjustments as they can easily map source data into analytics models.

Gaining business agility through simplified model deployment processes

What this really comes down to is using technology to simplify business processes and empower people to do more. By using specialized software solutions that remove steps in the model deployment process and reduce the reliance on development your risk teams are able to focus on current problems and initiatives to drive business growth. They’re able to respond more quickly, make changes more easily and implement a risk strategy much more efficiently.

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Beam Me Up, Scotty: A Day At Work With A Digital Native

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Beam Me Up, Scotty:
A Day At Work With A Digital Native

“Excuse me, sir.”

“Uhh… Are you alright?”

The man sitting in front of my desk had slumped in his chair while I wasn’t looking, his eyes closed.

Seeing as he was well into his 80s, that got me worried. But a light snore soon set my mind at rest.

The guy had just fallen asleep. Phew.

I didn’t blame him, for I had almost fallen asleep myself countless times as I read out middling policies and filled out forms for customers…  by hand.

Time often stood still when I worked in the private banking industry — and people weren’t happy, not on the customer side nor the employees.

Back To The Future

That’s how I felt clocking out of work at the end of my day.

I worked in traditional banking from 2015 to 2017. But stepping into the office felt like traveling back to 1985. It was a time-warp.

I was expected to be physically present at the same place and same time every day for the same amount of hours — whether there was work to be done or not. Phones were to be locked away, and the internet was censored.

But, more importantly, the day-to-day processes were extremely inefficient. Whether it was opening a new bank account, making a deposit or processing a loan, everything was manual from start to finish.

I’d fill in forms by hand then type them up on the aging computer, which meant simple appointments often ran over 2 hours. Decisioning processes typically took 5 to 7 working days, or even longer.

For a guy who had his first internet connection at 11 years old, and was used to web pages loading on their phone in under 3 seconds, this was unfathomable.

There had to be a better way. Well, there was a better way.

So why were we tied to antiquated systems and a rigid, inflexible work schedule?

A New Way To Work

I’m not alone in feeling like this.

Having grown up in a connected world, my generation is accustomed to getting things done faster. But, more to the point, we’ve embraced flexibility from a young age, we’re comfortable taking ownership and we like feeling empowered.

Technology allows us to design our workday the way each of us prefers it. We can get more done without having to sacrifice time with family and friends and other things that are important.

The simple fact is that, in this day and age, there’s no need to build your life around your work. As long as you have a laptop and an internet connection, you can work anywhere, at any time. So, it shouldn’t be surprising that we view the rigid, office-based workplace structure as antiquated and unnecessary.

As Upwork CEO Stephane Kasriel puts it:

“The traditional 9-to-5 office job doesn’t adequately support the lives millennials and Gen Zs want to live. They are flexible-work natives, raised during and after the dotcom bubble, where the acceleration of technology has sped up exponentially over time.”

Taking The Workplace From 1985 To 2019

This year, Generation Z — those born after 1996 — will make up 32% of the global population. The eldest has just finished or are about to finish college. And, by 2025, we’ll make up 31% of the workforce.

Seeing as employees are the face of your company, I think it’s about time we adapt the workplace and bring it in line with the times. Happy employees are more productive, more loyal and more effective. And, ultimately, it’s your customers who’ll benefit.

So what should the modern workplace look like, in my view?

Well, for starters, it’s all about flexibility. We’re more than happy to be connected round the clock. After all, that’s what we’ve been used to almost all our lives. But the beauty of having this level of access is that it can set you free.

A Stanford University study found that, over a 9 month period, flexible workers were happier, achieved more and took fewer sick days. And — would you know it? — they actually worked longer hours.

I’m not surprised.

Working from home makes the day seem to go by much faster. I can enjoy a leisurely lunch and make up for it in the evening. Or, I can deal with an issue Sunday night and take things easier Monday morning. There’s no counting the clock down and feeling like you’re being forced to work.

But, more to the point, the workplace should be about doing things smarter, not harder.

This is not to say we aren’t prepared to roll up our sleeves. We are. A survey run by recruitment website Monster found we expect to work harder than our older siblings the Millennials. But with technology at our fingertips, there’s no reason why repetitive tasks should take over the day-to-day.

Automating admin-heavy processes such as applications, pricing policies, onboarding and decisioning frees up your employees — young and old — to focus on what really matters. It also saves time, saves money and helps you serve your customers better.

And, as a business, isn’t that what you want?

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Dun & Bradstreet and the 4 Wonders of Innovation

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Dun & Bradstreet and the 4 Wonders of Innovation

Innovation is a term that is frequently used to describe fintech businesses, whether it’s an innovative culture, an innovative product, or how they’re creating innovation within the industry. With the fintech space dominated by startups it isn’t surprising that innovation is thriving, after all, it’s much easier for new businesses with a small team and developing culture to build innovation within their business than it is for large financial institutions.

Startup fintechs have the advantage of agility over many of the established businesses in the financial industry. So, what does this mean for financial businesses with many employees and a long-established culture, is innovation just a pipe dream? Peter Nyberg, Group Director of Risk & Credit at Dun & Bradstreet doesn’t think so.

When it comes to innovation, if anyone is in a position to understand what it takes to transition an established business into a digital-forward, innovative organization, it’s Peter. As a leader within Dun & Bradstreet, he’s seen first-hand both the ingredients needed to adopt innovation within the organization and the steps Dun & Bradstreet’s clients are taking to create innovative change within their companies.

Dun & Bradstreet—Creating a Cohesive Mindset to Support Change

Dun & Bradstreet has taken an interesting path to become the company they are today, which is one of the most in-demand data bureaus and analytics firms in Europe. In its early years, Dun & Bradstreet purchased many small businesses to build the data giant that it is today, and Peter is quick to point out that creating a united team within an organization that is the child of 70 different entities is no easy task, but it’s essential for the success of their business.

“You cannot be competitive if you have 37 different ways to do the same thing, if your knowledge is found in 18 silos, or your data is stuck in legacy monoliths.”

For Dun & Bradstreet to succeed in using digitization to drive the business forward it had to take its existing competitive culture and transition towards a cohesive culture. To do this they created defined business goals that the team could be united around. So, when the usual objections and debates about how things are done occurred, they helped drive innovation instead of creating problems.

Dun & Bradstreet has worked hard to adopt a digital mindset and to empower their team to innovate, and while this is an ongoing process, Peter can identify one key step that became the foundation for all future changes within Dun & Bradstreet:

“There was a key turning point: setting down for the first time a set of key initiatives that align all the forces within Dun & Bradstreet, and highlighting how those initiatives take us towards being a different company.”

This cohesive understanding of core competencies, business goals, and the next step towards achieving these goals helped Dun & Bradstreet create an organization that was digital-forward, ready to adapt to change, and innovative. It provided the glue that formed one unit out of 70 companies and allowed them to transition from data bureau to leading data analytics business. A change that not only helps them be more innovative but also helps drive innovation within their client’s businesses.

Identify that it’s broken, admit that it’s broken, and commit to making a change

When businesses reach out to Dun & Bradstreet it’s normally because they have a question that they can’t find the answer to. Whether it’s simply a question of using data, about efficiency, cost-reduction, risk decisioning, compliance or even the best way to adapt to a changing market, to find the solution it’s essential for a business to commit to making a change. Creating change in an organization is difficult, creating change in an organization that isn’t committed to evolving is almost impossible!

Whether the business can maintain focus on their goal. Digitization is an exciting opportunity for many businesses, and when people think about digitization and innovation they often fall into the trap of focusing on the technology. In Peter’s experience working with financial institutions he says, “Our clients jump into ‘we’re going to use this piece of software or that solution’ or ‘we’re going to hire so and so, many analysts, and a data scientist’, and often they do but somewhere in that the end objective is forgotten and not reached.”

When it comes to using digitization to innovate it’s essential for a business to look at all parts of the puzzle and what pieces are needed to reach their goal. Peter is a strong believer in digitization being as much about people and culture as it is about technology. Take for example a bank that has the technology in place to use risk-based pricing but doesn’t have the shared understanding or cultural awareness needed to implement that change. The technology’s capabilities and innovation opportunities are being wasted because the people weren’t ready for the digital approach.

Avoiding the big bang approach—guiding businesses towards their innovation goals

While organizations fail to reach goals for many reasons, Peter says failure is often the result of, “businesses approaching change with a big bang method.” Creating a digital mindset within an organization can’t happen instantly, it needs a step by step method to ensure that all parts of the business are fully aligned with the new business approach. Peter used the analogy of an Oil Refinery as it’s been said many times that Data is the new oil of the digital economy. An Oil Refinery isn’t successful just because it has oil—its success is down to knowing how to access the oil, transport it, refine it, sell it, and get it to the purchaser. Most importantly, what the Oil Refinery very clearly needs to understand is what fuel is fit for which engine, and distill accordingly.

There are steps every organization must take in order to get to their goal and Peter is a huge proponent of using agile methodology to help businesses achieve their targets. He believes one of the key benefits of the agile approach for innovation is that you always have a functioning business.

“In terms of getting better at digitization, there is a lot to learn on the business side from thinking about gradual development of digitalization and processes, and the outcomes you seek.”

Instead of making large changes that the organization isn’t ready for, you can take incremental steps that slowly transition the business to where you want to go. It’s a gradual move forward that lets all stakeholders within a business adapt to the digital methodology and gives the team the opportunity to learn from each step and use this knowledge to improve future development phases.

“This is especially powerful when it comes to digitalization. You can, in fact, capture your inputs and your outputs. 3, 6, 12 months later you can go back, and see if what you predicted would happen actually did happen; and you can improve.” Peter again uses the Oil analogy to describe what he sees all too often: “In the late 19th century, the gasoline portion of distilled oil was often dumped into rivers. It was simply too explosive and difficult to use. Even today the norm seems to be for companies to throw away their most valuable data asset—the outcomes their digital processes generate and how they compare to what later on in hindsight would have been most valuable. And thus, their business continues to run on data diesel.”

Be bold, create a cohesive goal, and take necessary risks

What it’s clear to see from both Dun & Bradstreet’s transition to a digital-focused, innovative company and Peter’s experience with financial services clients, is that change is possible, even in the most divided organizations. Adoption of the digital mindset doesn’t happen overnight, it requires a long-term commitment, a clear goal, and a step by step process to move the organization forward as one cohesive unit. Adopting digitization to allow your business to innovate is a risk, but it’s also a risk you’ll need to take to keep your organization competitive.

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Alexa, get me a gluten free carrot.

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Alexa, get me a gluten free carrot.

The Curious Cynic’s Guide to Amazon’s Whole Foods Acquisition

When Amazon announced its intention to purchase Whole Foods for $13.7 Billion, the internet collectively lost its breath. And, then the questions poured in. What do we do with all of those articles heralding the death of brick and mortar retail? What does this mean for [insert your industry here]? What’s going to happen to disposable income everywhere, and where will young professionals get their gluten free carrots?

In a retail climate where brick and mortar retailers are painfully clawing their way into ecommerce (only to close up shop months later), Amazon just turned the tables and made everyone re-think the in store experience. And, the speculations around Amazon’s game plan are more entertaining than HBO’s current line-up (Silicon Valley notwithstanding).

We’ve gathered some of the speculations and trends around the acquisition news to add our two cents.

Amazon is Breaking the Ecommerce Box

The truth is, Amazon is not the first e-tailer to take the plunge with real estate. Many startups have led the way.

In 2013, Warby Parker, an online eyewear retailer opened shop in Soho, across the street from the Apple store. On opening, founder Neil Blumenthal said “This is the convergence of e-commerce and bricks and mortar. The idea that it’s one or the other is ridiculous,” he says. “E-commerce as a term will become obsolete in five or six years.”

In 2015, BaubleBar, a “big-data-driven” jewelry startup opened its physical doors on Long Island. Co-founder Amy Jain explained, “We want to be wherever our girl is, whenever she wants to buy the product.”

In 2016, Bonobos, the largest internet-born menswear brand opened its first “Guideshop.” Guideshops operate as showrooms (fully stocked with cold beer), allowing customers to try the product before placing an online order with a guide. Founder, Andy Dunn said of its online origins, “I really thought stores were going away at that time.” He adds, “If you had 100 guideshops and 10 with stock that have the ability to be fulfillment centers to fill that same-day need? That kind of fascinates me.”

In 2016 MonPurse, personalized leather goods company famous for its 3D design experience opened its first “Mon Gallery” in Sydney. Founder Lana Hopkins said “Bricks and mortar aren’t dead. It was never dead. What it comes down to is: We need to make the experience super, super special for people. We need to remember that those people are us. We want something. We want more.”

These startups obviously differ from Amazon in reach, supply chain leverage, market share, the list goes on. But, they saw the writing on the wall and got physical back when Amazon was only dipping a pinky toe in retail.

Amazon is Getting into the Grocery Game

If we’ve learned anything about Amazon over years, it’s that things aren’t always what they seem. It’s also that everything is a data-driven experiment.

If CREC’s Retail Division VP, Rafael Romero, is onto something, it’s not just about groceries. “I don’t think that this will be the last of Amazon’s purchases,” said Rafael Romero, vice president of Florida-based real estate firm CREC’s retail division.  “They fully recognize that brick and mortar and online retailing is all retailing and you need both.”

Many have recalled Amazon’s recent launch of Amazon Go, a checkout-free shopping experience that was piloted in Seattle last year. And, it wouldn’t be a stretch to imagine that Amazon just purchased 451 more locations to accelerate that program’s growth. But, if you’re thinking that this stops with milk and bread, you’re thinking small. While Wal-mart is busy buying its way into in the ecommerce game, imagine walking into an “Amazon Mart” on your friendly neighborhood corner and walking out after a “One-Click Checkout” experience.

Let’s not forget that Amazon just acquired a company full of retail minds in addition to a portfolio of retail locations. I wouldn’t underestimate what Amazon can do with that type of intellectual capital on its side.

Amazon Just Scooped Up High-end Distribution Locations

In most geographies, Amazon already offers same-day delivery. Through Prime Now, certain zip codes get groceries and other basic household goods delivered within two hours. Buying super classy grocery stores to use as distribution locations seems like wasted potential.

However, think about the lesson we learned from some of those startups. Bonobos has opened more than 30 stores, but they don’t actually stock inventory. That type of omnichannel experience seems unlikely in the Whole Foods scenario, but you can be sure that the omnichannel concept is being thrown around on a lot of Seattle-based conference calls these days.

Amazon in Taking Over the World

It seems that way. Amazon has one thing that big retail has been vying for, that is access to your phone. They didn’t even have to beg, plead, or launch a “loyalty program” to get it. That access likely makes them the most connected retailer in the world. It also gives them a huge opportunity to play with the integration of marketing and payments technologies with their in-store experience – a scenario that many retailers have been struggling to realize.

This is where many in our space are aiming their attention – the potential new standard of retail payments. What happens when your bank, your card issuer (oh, but the “card” is your phone), your retailer, and your logistics provider all wear the same logo?

The New Normal

Big news like this always stirs up the waters, but we’re in agreeance that this is largely unchartered territory. It tickles our ears because it’s amazing fodder for our imaginations, and for our dreams of the tech-enabled future. When the dust settles, you can guarantee that we’ll all be pulling out the organic, fair-trade popcorn as we watch the story unfold.

P.S. – Whole Foods CEO John Mackey did give a sneak peek into the big changes that are in store: “Things that I cannot talk about today and won’t be able to talk about until this deal closes.” Thanks for that, John.


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Elevate: Reinventing Non Prime Lending

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Elevate: Reinventing Non Prime Lending

The first slide of the May 2017 Elevate Investor Presentation is the type of thing to make investors’ ears tingle. President and CEO of Elevate, Ken Rees boasts over 15 years in the financial services industry and has a big exit to GE Financial under his belt. To his right is displayed Chris Lutes, Elevate CFO whose career path journeyed through PWC and the CFO role at Silicon Valley Bank. With the vision of a strong leadership team and a fresh IPO, Elevate is determinately reinventing non-prime credit with online products that provide financial relief today, and help people build a brighter financial future.

The vision statement is emotive, and the numbers are unavoidable. The Elevate portfolio of lending products – Rise and Elastic in the U.S., Sunny in the UK – have originated over $4 Billion in non prime loans. The company’s revenue CAGR stands a tall 100% over the past three years, they’re reliably increasing margins, and they’ve done it all with an 85%+ customer satisfaction rating.

Tech-forward and Customer Focused

Elevate has succeeded in a tough segment, many say, because it has identified its purpose and it works with focus to serve what Elevate has termed “The New Middle Class” — the roughly 170 million residents of the U.S. and U.K. with low or no credit scores who would otherwise turn to short term lenders in the event of a significant, unforeseen expense. Elevate is serving the group that’s sitting between prime and sub-prime, but it is not doing so as a traditional lender – it’s a self-proclaimed fintech that hails “Datascience as the vanguard” of its efforts.

A recent NYSE.com article pointed out that “Elevate’s speed is one of its key advantages,” touting the ability “to approve most loans within seconds while staying on the right side of compliance” (a process which is ~95% fully automated).  To which Eric VonDohlen, SVP Chief Analytics Officer, added: “If we start to see things in data we don’t like, we can react in days, not months, and still conform to all the governance requirements.” Elevate’s goal in its data refinement is to shrink charge-off rates, a challenge for many in the non-prime space.

Overall, Elevate is positioned as a growing, tech-forward, and responsible alternative to subprime lenders and has established for itself a significant competitive advantage through its data and analytics stack. Elevate has only “touched about one percent” of its target market, and is not stopping now.

In June 2017, Elevate announced the launch of Elevate Labs. “Given the state of consumer credit in America today, the need for innovation in credit scoring has never been greater: approximately two-thirds of Americans are non-prime according to the Corporation for Enterprise Development and FICO and need better credit options,” said Ken Rees, CEO of Elevate. “Our new innovation lab in San Diego gives the best and brightest technology and analytics talent the space to experiment, collaborate and create something that has the potential to change Americans’ financial lives.”

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On Becoming the Most Wanted Data and Analytics Firm in Europe

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On Becoming the Most Wanted Data and Analytics Firm in Europe

It’s a tall order. To become the most wanted data and analytics firm across an entire continent, that is. But, Magnus Silfverberg, CEO of Dun & Bradstreet talks about the vision with a humility and certainty that makes the aspirational seem so accessible. For some context, Dun & Bradstreet is made up of 2,100 employees and over 150,000 customers. It traces its complex roots past more than 70 acquisitions to the 1800’s and, by some accounts, the beginning of credit data. Recently, Silfverberg’s path to the top of data mountain has traversed through an organization-wide effort, combining those many companies and technologies that historically comprised Dun & Bradstreet into one standardized technology stack with a common platform and common data platforms. That’s the offering that’s on its way to the top in Dun & Bradstreet’s market.

We wanted to find out what drives a company like Dun & Bradstreet to transform the way people use and interact with data, so we sat down with CEO Magnus Silfverberg to understand his approach:

Adi: Thank you, Magnus. To start, we all want to hear about the trends you see in financial services. Tell us how those are driving your vision at Dun & Bradstreet.

Magnus: Well, there are three big trends we are seeing.

The first trend that we see is around digitalisation in general, which quite often leads to automatization. Many companies are digitizing the processes they have, which are quite manual today. With those, they can then apply things like decisioning tools. So, there’s a base case where it becomes more efficient to automate decisioning regarding cost. Then, of course, we have the real-time aspect of automation as well which simply makes it better than having to conduct a slow, manual process. So, digitalization and automation are very clear trends that we want to serve, and we are doing that by adding decisioning and more predictive analytics services on top of the data management services to digitalize their businesses.

Another trend we see is growth. Companies want to grow. From a risk and credit perspective, they can take on more business if we can help them be more accurate in their credit decisioning. So, it becomes apparently critical to have consistent credit decisioning and excellent tools and processes for this. Then, there’s the marketing perspective. We talk about the “holy grail,” which is found when we can add our structured data, combining that with the client’s transaction data and also web browsing or behavioral data. That’s something we do that very few others can provide, and it gives a very sharp profile of the end customer. Thereby, if it’s a consumer, our clients can target that person with very accurate and relevant information. We can help them with data to predict who wants to buy their services and target those specific customers, to become more relevant for those specific customers. So, all of these play into the growth trend that we see.

The third big trend that we see is compliance. Of course, you have KYC, AML, and those kinds of regulations. The banking and financial sector can become more compliant with our compliance solutions to, for instance, screen customers. Now, of course, we also have the GDPR [General Data Protection Regulation] which will be enforced starting May 2018. Companies in Europe are transitioning from facing very minimal consequences if they do not comply with data privacy regulations to an environment where non-compliance has massive implications. Companies can be fined up to 4% of total global revenue, so it’s a big thing for business. To give an example of how that’s driving our vision: GDPR requires updated customer databases. So, you cannot have a person who is deceased, for instance, in your CRM system. With data management services, we can help our clients remain compliance. We can also help them prepare for and tackle these regulations by providing consulting services, etc.

A: What direction have you taken based on your evaluation of these trends?

The idea behind Dun & Bradstreet from the beginning is that we collect data from public sources, and also private sources. We have around 500 different data sources that we have in our structured databases. And that’s information on companies, on individuals, on properties, and vehicles. Then we build different types of use cases on those data sets. Today, there are three main types of use cases or product areas. One offers credit information and credit decisioning, with risk management including compliance. The second focuses on data for marketing – helping clients target new companies and grow their existing customers. The third is a general business information use case where we have different portals where customers can look-up data on those types of data sets on an ad hoc basis.

Our mission is to help companies find and manage their customers. That means we are focused on using our data to help our clients throughout their customer lifecycle: Finding new business through targeting, onboarding their customers – so risk management and credit decisioning, etc. – and then upsell, cross-sell, and churn prevention.

Our vision from there is to become the most wanted partner for data and analytics in Europe. It’s the combination of these significant trends we discussed, and we can play a key role there. To increase our capabilities, we’ve moved from just providing a credit report into providing real time monitoring and automated decisioning support. We are already doing that to some degree in some markets – offering decisioning support – but the next step is to be more advanced and to configure the solutions for different clients’ needs. To make it available across the 18 markets we serve – The Nordics, Belgium, Germany, Austria, Switzerland, and Eastern Europe from Poland down to the former Yugoslav Republics – we needed a leading tool to support this vision. There, we’re working with a company called Provenir which has been key for us to achieve our vision of moving up the ladder to help our clients with automated, targeted decisioning rather than just selling credit reports.

When it comes to data for marketing, we are providing analyzed data or smart data to help our clients with targeting or cross-sell and upsell. We are developing more solutions that use predictive analytics and big data analytics to accomplish that and to meet the growth trend of our clients.

A: Finally, we have to know what the CEO of Dun & Bradstreet spends his time reading.

M: Ah, people are always sending good stuff to read – excerpts from reports and websites. Aside from those, and the Business News in Sweden, I’m hooked on Artificial Intelligence (AI) and reading quite a lot on that right now. I suppose it plays into Dun & Bradstreet, but it’s also a personal interest.

A: Thank you, Magnus! Is there anything we’ve forgotten?

M: Hah. Probably! One more holistic perspective: Dun & Bradstreet is going through a significant transformation. We are changing this company from the ground up, and Provenir plays a very crucial role in that transformation — let’s call it going from a basic data supplier to a company that delivers big data analytics and decisioning. That transformation is a big change, indeed.

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On the Fine Line Between Cross-Selling and Advising

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On the Fine Line
Between Cross-Selling and Advising

Empowering Your People with Data

In a recent Salesforce webinar, Frank Perkins, RVP, Enterprise Sales, Global Run Rate, with Salesforce impactfully stated: “All of your data is relatively useless unless you can get it to the people who sell in the context they need it.” In a lending institution, that means putting the customer’s data (from a CRM like Salesforce) and credit data (from varied data sources such as FICO, FactorTrust, Twitter, etc.) in front of the people who are serving customers on a daily basis. It means empowering them to help that customer find the right product when they need it.

Cross-selling is Knowing Your Customer

Now, we’re all aware of the fine line that exists between “cross-selling” and “advising” in a financial institution. In many instances, the Personal Banker or Loan Officer wears both hats and should act as an advisor to the customer while making them aware of products and services that could help them toward their financial goals. To get this clarification out of the way now, cross-selling cannot mean shoehorning a customer into a product that’s only right for the institution. Cross-selling is knowing your customer, their history, and their needs well enough to present products and services when they’re relevant. And, good systems should empower people to do just that.

Creating a Frictionless Customer Journey

For example, McKinsey and Company identified a major bank that created a frictionless, integrated customer journey. By doing so, they “unlocked over $300 million in additional margins” by tapping into “underutilized customer data” and delivering “targeted marketing messages and various points in the purchase-decision process.” Imagine that your financial institution could create its own frictionless sales process by integrating CRM data with unstructured and credit data so effortlessly that your personal bankers could present a pre-qualified mortgage offer to an account holder who recently listed their home on Zillow. Yeah, that’s customer service.

Automating the Financial Industry

With stories like McKinsey’s popping up, it’s no surprise that experts see automation as the single most impacting force in the financial industry over the next decade. To be sure, it doesn’t make sense for you or your customer if your company is cobbling together outdated systems to make credit offers, forcing customers to wait while their officer manually ambles back and forth between systems. Building an integrated, frictionless process of your own not only makes financial sense, but it’s also required if you want to keep up with the future of banking.

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Blogs by our Clients: Breaking down the Barriers to Financial Inclusion

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Blogs by our Clients:
Breaking down the Barriers to Financial Inclusion

New research, supported by Oakam, highlights need for shake up in the way the financially excluded are assessed for credit worthiness

In Oakam’s experience those using ‘high cost’ credit is a diverse group which includes those on low incomes and those with little credit history such as recent migrants.  These consumers are usually borrowing with a very clear understanding of the costs associated with their borrowing choices.  In fact, as recent research by Which magazine revealed, a ‘high cost’ loan is very often a cheaper option for consumers than an overdraft facility on their current account (which begs the question…high cost in comparison to what?).  However, it appears that even responsible users of ‘high cost’ credit – those that make the required repayments and manage their other debt obligations at the same time—suffer from constrained future access to credit.  This is clearly unjust.

There is no doubt…the way credit is accessed in the UK is broken for millions of people.

It was designed for big banks with credit bureaus developing credit scores for mortgages, credit cards, and personal loans for Prime borrowers.

However, for those on the low end of the economic spectrum, credit scoring tools today may in fact be trapping consumers in high cost debt.

Taking a small loan, even with a high APR, can be the right decision for a consumer if it lowers the chance of default on other obligations.

However, Oakam has evidence that even when taking a small loan improves how that customer services their debt obligations, their credit score can suffer long term damage.

The impact of this damage means the customer finds they have fewer options for accessing credit, forcing them to rely even more on high cost credit and the cycle continues.

At Oakam, we recently supported the work done by academics from The London School of Economics and Political Science, Sussex University, and New York University looking at the long term impact of the use of ‘high cost’ credit.  The full study can be downloaded from the Social Science Research Network.

In their paper, the authors found evidence that “using high-cost credit may leave a stigma on a borrower’s credit history: if borrowers that take up high-cost loans are tagged as high-risk by lenders, they may as a result face higher borrowing costs in the future.”    If users of high cost credit actually showed deteriorating repayment behaviour this increase in future borrowing costs might make sense. However, the authors also found “that borrowers that take up a high-cost loan suffer an immediate decline in their credit rating. This decline cannot be explained by the repayment behavior of the borrower, because, if anything, taking up high-cost loan improves repayment behavior.”

At Oakam, we view our success as synonymous with our customers’ success.  As one company we alone can’t change the plight of the financial excluded.  What we can do is make sure that our product and services are designed to create the best customer outcomes, which we believe are access to credit today to address a pressing need and the option to access to more credit at a lower price in the future.  For example, we lower customer’s interest rates over time, offer small weekly repayments, and always allow a loan to amortize as opposed to being rolled over into an even larger debt.

But there is only so much we can do when the broader system is stacked against ‘high cost’   borrowers.

Some companies, like Aire, are pioneering new ways of assessing borrowers credit worthiness.  And, other companies such as Pockit and TransferGo are making financial services more accessible to lower income consumers.  But more needs to be done.  That is why we urgently calling for policy makers and like-minded Fintech companies and lenders to address the systemic problems relating to access to credit for lower income or financially excluded customers.

This blog post discusses the impact of the current system for assessing credit worthiness on the well- being of ‘high cost’ borrowers.  A future blog post will discuss how the underlying costs of providing credit to the financially excluded is a key driver of the higher costs these customers face.

Oakam is backed by Cabot Square Capital LLP, a leading financial services private equity firm.

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