Video: New Expectations for Customer Experience

CeCe Morken, senior vice president and general manager of Intuit Financial Services recently presented the opening keynote at the Barlow Research National Client conference. This is part three of the video series.

Video Interview: CeCe Morken, Intuit Financial Services

CeCe Morken, President of Intuit Financial Services, discusses how the banking industry has evolved rapidly over the past decade. She also highlights how regulatory and economic requirements, more non-bank competitors, disruption of the established business model, and a dramatic shift in customer behaviors and mindset will continue to fuel change in the banking industry.

Financial Fun and Games

Celent Banking Blog recently posted an article about a new startup, The site, which “makes money management fun,” targets users by blending games with finances. For an introduction to the service, watch the video below. from on Vimeo.

Celent’s Jacob Jegher believes the service provokes interest with its “fun and games,” but once you delve into the site, the components are confusing. One of Jegher’s main concerns is security. After the recent mishaps with Blippy and Rudder, Jegher believes does not have enough security for the depth of information it asks its users to provide.

Jegher writes,

“Is financial planning a game? Certainly not. Can it be fun? Absolutely, but there has to be some knowledge transfer and education involved. Firms that will be successful in the PFM space have to find simple ways of providing financial education to their customers.  This is especially important for younger users as they are at a stage in their lives where financial literacy is crucial.”

What are your thoughts on combining games with financial planning? Let us know in the comments section below.

Mobile Context and Experience

Omar Green, Intuit’s director of strategic mobile initiatives recently spoke at the GigaOm Net:Work event where he provided a thought leadership presentation on “Mobile Context and Experience.” Omar’s speech addressed how Intuit sees the nature of work changing and how we are looking to cash in through connected services that adapt to users’ context and experiences.

Watch live streaming video from gigaomtv at

Has your FI adopted mobile? Let us know in the comments section below.

Baby Boomers turn 65: What’s Ahead?

On January 1, 2011, the first baby boomers will turn 65.  January 1, 1946 kicked off an unanticipated and unprecedented population explosion in the U.S., one that lasted for 19 years.  This date marked the beginning of the Baby Boom, a generation that is 77 million strong.  What’s ahead?  Expect more legible mobile phone displays, premium coffee in nursing homes, bigger and brighter road signs, hearing aids that look like Bluetooth ear pieces.  And a lot of denial.  Even terminology will change. The period from 65 to 85 will become known as “late adulthood”.  And the term “senior citizen” will likely become extinct.  The biggest question raised is how this shift will affect the politics of Social Security and Medicare, and the nature of retirement in general.

For more insights on the “Senior Boom,” visit USA Today.

How are you helping your Boomer customers better prepare for their future?  What offerings and services do you currently provide for this largest segment of the population?

Getting Started with LinkedIn Groups

Social media platforms are designed to attract a wide variety of users; choosing which platform is right for you and your business is a learning process. Facebook is predominately used to connect with friends, family and old classmates — your personal connections. Twitter, which only allows users to post 140 character updates, is a broader network where users can share information with friends and colleagues. Many even follow their favorite celebrities and businesses. For people looking to connect on a professional level, LinkedIn provides an ideal platform.

A business-oriented social network, LinkedIn provides a space to connect with current and former colleagues. With the addition of LinkedIn Groups, users can join discussions with professionals in their networks. For example, the Bank Administration Institute (BAI) created a LinkedIn Group to connect professionals who attended their BAI Retail Delivery conference last month. Users who joined the group could get updates on events taking place at the conference.

For a visual explanation of LinkedIn, watch the tutorial below:

How is your financial institution utilizing LinkedIn? Let us know in the comments section.

Money Matters Town Hall

Intuit’s “Money Matters” Town Hall series is dedicated to providing consumers and small businesses with the resources and advice needed to make their money matter, even in an economic downturn. These Town Halls provide insights and tips on surviving and thriving in the “new normal” economic climate. Consumers and small businesses will share their challenges and successes, and experts will provide tips and advice on saving and making money.

This glimpse into the “College Debt Problem” is moderated by Farnoosh Torabi, personal finance expert and the author of “You’re So Money,” a best-selling personal finance book, and Brad Smith, CEO of Intuit.

In order to help your customers and members manage debt, ensure you are continuing to educate consumers about their overall financial picture. Financial institutions that build a relationship with its members will lead to consumers seeing their bank or credit union as  a one-stop shop for understanding and managing debt.