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In most areas of banking, "it's a jungle out there"! And Self-Service is no exception. So, to explore the true nature of touchpoints, we were led by some of the world's greatest self-service explorers.
These are customers, practitioners and experts who have survived the ever-changing self-service environment by adapting their touchpoint networks faster than their competitors.
Whether generating revenue, linking the ATM to their e-commerce strategy, or fulfilling Internet transactions done elsewhere, our speakers showed us how to survive the Self-Service jungle! |
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Emmanuel Daniel, Editor-in-Chief
Asian Banker Journal (Singapore) |
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Emmanuel Daniel founded the Asian banker Journal in September 1996, and has led it to become the leading research, publication and consultancy company in the Asia Pacific financial services community.
He was awarded the prestigious Citibank Excellence in Journalism Award for the Asian region in February 1999 for his work in determining the impact of the Internet on banking. Nowadays, Emmanuel has established a reputation for incisive commentary and analysis of critical issues affecting the future of the financial services industry.
With access to a broad spectrum of decision makers and major players in the industry, he has authored several reports and surveys used widely by practitioners in the region.
At the NCR Self-Service Summit, Emmanuel presented the findings of his latest report for the Journal - the Asian ATM Market Study 2001. Covering ten countries in the region, including China and India, the study is a comprehensive "state of the nation" for the ATM market. The highly-detailed report looks at market maturity, interconnectivity, fees and surcharges, regulatory and consumer pressures. |
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Nandita Bakhshi, Director of Self-Service Banking
FleetBoston Financial (USA) |
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The ATM network at FleetBoston Financial comprises of over 3,400 branch and off-premise touchpoints in 12 states throughout the eastern United Sates. Nandita is responsible for all aspects of ATM management including deployment, marketing, operations, technological enhancements and financial performance.
Under Nandita's leadership since 1998, the ATM division has successfully migrated over 20 million transactions from the branches to touchpoint, web and telephone channels.
Previously, Nandita served as the Director of Alternative Delivery at Home Savings of America, the largest Savings & Loan organisation in California. Before that, she was at Banc One Corporation for seven years in a variety of positions, including Marketing Director, Product/Segment Manager and Sales Manager for the retail group.
As well as her impressive migration strategy, Nandita shared with us an interesting case study of ATM advertising and revenue generation. Last year, FleetBoston Financial ran a pilot using full motion video to advertise a Broadway ticket agency on its ATM network. Subsequently, detailed research uncovered consumer sentiment about the whole experience, product recall, transaction time, impact on bank branding, transaction volumes and propensity to use the ticket agency's services after the pilot. |
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Ann All, Editor
ATMmarketplace.com (USA) |
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At last year's Summit in Sydney, Ann All achieved the highest rating of all our speakers - an exceptional feat considering she wasn't even there! Pregnant at the time, Ann is now a new mother and will, once again, joined us by video.
ATMmarketplace.com, formerly ATMmagazine.com, is an online trade publication covering the ATM industry.
During Ann's three-year tenure, monthly traffic at the site has grown from 7,000 hits to nearly a million. The site's readership includes financial institutions, ATM manufacturers, independent deployers, transaction processors and industry analysts, among others.
The site's speciality is coverage of highly topical issues such as ATM advertising, the surcharge and Web-enabled ATMs. |
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Mark Grossi, Chief Technology Officer
NCR Self-Service (United Kingdom) |
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"Challenge, understand, create," says Mark Grossi. As NCR's Chief Technology Officer, he formulates NCR's future self-service technology.
As head of the Advanced Solutions Concepts Lab, Mark uses scenario planning to understand and visualise the future. The planning embodies areas that will influence and change the future - technology, environment, mobile- and e-commerce, internet, human and socio-economic factors.
A champion for innovation, he has had major successes with iris-identification, public access Kiosks, the Java ATM, "Bud" and "Stella" contactless ATM user interfaces and the "Freedom" units shown at last year's Summit.
He has submitted a total of 46 invention disclosures many of which NCR now has patent rights to. |
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Tajen Wu, Product Marketing Director
Broadvision (Singapore) |
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BroadVision is one of the world leaders in providing Internet software products and services for enabling large-scale Net business.
Tajen (TJ) Wu was one of the earliest members of the company and helped establish their presence in Asia. As Business Development director, he engaged customers such as DBS (the Development Bank of Singapore), Standard Chartered (Hong Kong) and Samsung (Korea). He further developed a strong partner strategy and improved partners' expertise.
Now, as Product Marketing director for BroadVision, Asia Pacific, he is responsible for regional product positioning, strategy and sales in the region.
TJ has over 10 years' experience in the industry. Prior to BroadVision, TJ
was the R&D (research and development) team leader at Sun Microsystems' Distributed Computing Group and, before that, was with AT&T Bell Labs.
The BroadVision software suite enables companies to identify their best customers and products and dynamically serve the most appropriate web content for individual consumers.
Now BroadVision is experimenting with using its software on web-enabled touchpoints – this exciting advance could mean a more advanced and highly personalised self-service experience for the consumer and greater returns for the touchpoint provider.
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Doug Turner, Director of Market Development
Gasper Corporation (USA) |
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Doug Turner has over 29 years of experience in the financial industry having held a wide-ranging number of positions such as a systems analyst and salesman for NCR, IT Manager for two US banks, an external bank consultant, and various marketing positions, including his current assignment as Director of Marketing for the Gasper Corporation. This experience has involved markets all over the world with 10 years of dedicated attention to the Asia Pacific region. Doug joined the Gasper Corporation 18 months ago and now leads a team that listens to customer needs and requirements and turns them into solutions that help ATM deployers improve their self service network availability, lower their operating costs, and improve service vendor management.
The Gasper Corporation is by far the largest Self-Service Management provider in the industry. It is a 17 year old company that has 170+ customers in 32 countries that manage in excess of 170,000 self service terminals. Gasper solutions support all vendors' self-service devices in various network environments. Customers as small as 17 and larger than 14,500 objects currently use Gasper products and services. It has 85 dedicated professionals that only focus on Self-Service Management. In addition to its Beavercreek, Ohio, headquarters, it has sales and support offices throughout the USA and in Mexico City, London, Madrid, Spain and Sydney. |
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Mel Walter, Touchpoint Mobility Program Director
NCR (USA) |
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Whilst the pressures of the modern era may sometimes have us yearning for the simple, nomadic life of our ancestors, the explosion of the Internet and wireless technology has, ironically, allowed us to roam more freely than ever before.
Mobile phones, laptops, palmtops, MP3 players, PDAs (personal digital assistants) and the like all mean that we can work, play, bank and communicate from wherever we want - a real opportunity to "get back to nature"!
Mel Walters is Director of NCR's Touchpoint Mobility Program, an NCR initiative to apply Internet and wireless technologies (like Bluetooth) to the touchpoint industry. With over 20 years' multi-disciplined experience in self-service, there are few people as well-qualified to lead the programme.
Starting in NCR's ATM engineering and manufacturing organisation, Mel later became Director, ATM Industry Marketing for the US. In 1996, he was promoted to Assistant Sales Vice President and then moved to Gasper Corporation as VP Global Sales and Marketing. When NCR acquired Gasper, Mel returned in the position he holds today. If anyone understands mobility, Mel does! |
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Charlie Rohan, Manager Design Centre
NCR (United Kingdom) |
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When it comes to design, Mother Nature is probably the best there is - balanced, attractive, functional and, for the most part, uncontroversial. If only humans' efforts were as effective!
Fortunately for self-service, NCR has engineered its own design centre to emulate Mother Nature's expertise - for touchpoints and other retail banking channels. For design, of course, is not just about how a transaction looks but how it works.
Charlie Rohan has led the NCR Design Centre for four years, managing transaction-focused design experts who advise banks in the development of new electronic consumer delivery channels. He conducts projects in the area of self-service branch design, user interface design, product customisation, communication & branding, and design audit.
Previously, he was NCR's Senior Industrial Designer for a number of self- service terminals, including the NCR 56XX series, which set industry standards for ease of use, accessibility, modularity and style. He later worked with the US ATM Task Force that developed recommendations for the Americans with Disabilities Legislation. |
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Hemant Kaul, Senior Vice President, Marketing
UTI Bank (India) |
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The Bank of the Unit Trust of India (UTI) started life in 1994, together with eight other "new" private banks. Having concentrated on corporate banking until last year, it is now aggressively targeting the retail banking market.
Hemant Kaul, Senior VP of Marketing puts part of its success in retail banking down to outsourcing its non-banking activities. One of those activities is the deployment of its ATM network.
A seasoned banker with over 20 years' experience, Hemant is a passionate advocate of outsourcing. |
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