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The Personal Web: Personal observations and the Challenge for Financial Services Ian Graham BMO Financial Group

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Presentation on theme: "The Personal Web: Personal observations and the Challenge for Financial Services Ian Graham BMO Financial Group"— Presentation transcript:

1 The Personal Web: Personal observations and the Challenge for Financial Services Ian Graham BMO Financial Group http://www.iangraham.org

2 Personal Web Geography Space Social vs. Personal Why so hard?

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4 Personal Space... space surrounding a person which they regard as psychologically theirs. Invasion of personal space can leads to discomfort, anger, or anxiety on the part of the victim.

5 Public Space (anonymity) Social Space Personal Intimate 1.2 m 4 m 7.5 m 0.5 m

6 Social Web: Analytics social software no boundaries new norms personas Blurring of Spaces

7 discomfort anger anxiety uncertainty

8 Financial Services lend transact manage plan

9 Public Space (anonymity) Social Space Personal Intimate 1.2 m 4 m 7.5 m 0.5 m Banking trusted safe secure

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17 Financial Service Goals  Buy more products  Use more services  Be company of choice  services  Social banking?  Personal relationship  Personal service Web StrategyGoals

18 Personal? I have money, investments, at multiple places I want advice, assistance at reasonable cost. I do lots of social things involving money Tell me stuff I need to or should know I want my bank to help, not hinder I have “Facebook” expectations of functionality I want to be able to do a lot by myself You must protect my data and my privacy I don’t want to tell you everything My bank is a safe place P S S S P S P P P P P S P S

19 Sample “New” Capabilities

20 What is ‘acceptable’ without sacrificing credibility? How to offer safe, personal service in a social world?

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22 Thanks http://www.iangraham.org


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