Our industry is changing more rapidly than ever. With evolving client and regulatory expectations, new technologies, and shifting demographics in the workforce, adapting leadership styles is critical to managing change successfully. Join NICSA for a discussion around change leadership in our new world. Our panel of experts will share thoughts and techniques around servicing clients, leveraging new technologies, and recruiting the right talent for your organization.

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Leading Change
in Financial Services
Wednesday, March 22, 2017
Sponsored by:

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Our Program Today
 Discuss how the rapid pace of technology change and the use of
technology in our personal lives is driving evolution in business
technology
 Gain insight into how firms are adapting service models and
practices to meet the evolving client needs
 Share best practices on how to re-examine recruiting practices and
talent assessment to meet today’s needs
 Consider techniques for leading change in all aspects of the
business, and core practices for managing change

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Our Panel
Sandy Schwan– Evolving Strategies
Managing Partner
Moderator:
Joe Dedovesh– FIS Global
Vice President, Technology
Ryan Burns– Northern Trust
Senior Vice President, Global Funds Services
Kevin Johnson– Kevin Johnson and Associates
Founder and President

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Polling Question
Which technology do you believe will most significantly
impact financial services?
a) Robotics/Artificial Intelligence
b) Cloud
c) Distributed Ledger
d) Interactive Technology/Voice Response
e) More than one of the above

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The Evolution of Technology:
The Pace of Change
Joe Dedovesh, FIS Global

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Its Impact on the Development of Social Businesses
The Evolution of Technology
Source: Forbes Jan 10, 2012
1960s
Infants
Technology is
a curiosity.
We are in our
infancy and the
future of
technology is
unknown.
1970s
Toddlers
Technology is in
the background.
We are
learning yet
uncomfortable in
the use of
technology.
1980s
Children
Technology
changes our
behavior.
We are focused on
improving customer
behavior and
satisfaction via
technology.
1990s
Teens
Technology takes
a major leap and
connects us.
Use of web
applications is
evident. We want
more out of
technology at a
faster pace.
2000s
Young Adults
Global growth of
technology is out
of control.
We are used to
technology in
everyday of our
lives and want
more automation.
2010s
Maturity!
We are technology!
It’s fully integrated
into our daily lives.
We want to control
the direction of
future capabilities –
Social business
take hold.

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Gartner’s Top 10 Predictions for IT Organization in 2017 and Beyond
The Evolution of Technology – 2017 and beyond
1. By 2020, 100 million consumers will shop in augmented reality
2. By 2020, 30 percent of web browsing sessions will be done without a screen
3. By 2019, 20 percent of brands will abandon their mobile apps
4. By 2020, algorithms will positively alter the behavior of more than one billion
global workers
5. By 2022, a block-chain based business will be worth $10 billion
6. By 2021, 20 percent of all activities an individual engages in will involve at least
one of the top seven-digital giants
7. Through 2019, every $1 that an enterprise invests in innovation will require an
additional $7 in core execution.
8. Through 2020, Internet of Things (loT) will increase data center storage demand
by less than 3 percent
9. By 2020, loT will save consumers and businesses $1 trillion a year in
maintenance, services, and consumables
10. By 2020, 40 percent of employees can cut their healthcare cost by wearing a
fitness tracker
Source: Forbes “Gartner’s Top 10 Strategic Predictions for 2017 And Beyond “November 15, 2016”

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Client Change in Financial
Services
Ryan Burns, Northern Trust

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How have client needs changed over the
past 5 years?
At Northern Trust, we understand that the funds industry is constantly evolving and it is imperative that
we are informed of these developments and plan accordingly. In addition to our clients receiving
continuous attention from our relationship teams, we keep our clients informed of the evolving issues
that affect them. Our knowledge-sharing and thought leadership program covers a variety of trends
and industry developments, both in clients’ immediate markets and in the wider areas that have the
potential to impact on their business.
We invite clients to participate in our Client Advisory Group allowing for participation in
setting the strategic priorities for Northern Trust
A monthly newsletter summarizing the most topical developments in the fund management
industry with particular emphasis on fund news and regulation change
An ‘Insights on Regulation’ program, including educational forums and workshops
Webinars on a range of asset and fund servicing topics, such as distribution challenges
and evolving industry trends
White papers on the challenges and opportunities posed to investment managers by major
regulatory initiatives across the U.S.
Workshops and online training sessions for clients on how to maximize their use of our
online portal, Northern Trust Passport®

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How have client needs changed over the
past 5 years?
Increased numbers of constituents looking for access to data, resource constraints which drive the
need for greater ease of data use, and growing regulatory burdens make it imperative that service
providers be nimble and pro-active in delivering solutions to client needs. We look to expand areas of
data connectivity via some of the following mechanisms:
• Dashboards: Provides high level
overview of the state of funds and
activity interactively
• Meaningful reporting: Reports designed
specifically for fund companies for
increased transparency
• Mobile app: Access your latest reports and
insights via mobile device
• Automated Feeds: Custom feeds
leveraging industry standard capabilities
• Report center: Comprehensive
reporting engine with scheduling and
automated distribution capability
• Alerts: “Push” technology for notification of
key events based on user preferences
• Data Direct: Integrates data directly into
your excel spreadsheets using Web
Services
• Export capabilities: Available on all key
passport tools
• Reports and queries: Can be downloaded
in Excel, PDF and HTML
• File cabinet: Document management tool
organizing key relationship documents
accessible to authorized users
Data visualizationData portabilityData automation

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How are we using technology to
interact with clients?
Delivering insightful information using innovative and intuitive technology.
Key Passport Features:
• Reporting Center: Comprehensive reporting engine with flexible scheduling and
distribution capability
• Dashboards: Provides custom high level overviews of the state of your funds
• Data Direct: Integrates data directly into your excel spreadsheets
• Alerts: “Push” technology for notification of key events based on user preferences
• File Cabinet: Document storage facility
• Insights & Research: Regulatory, industry and company updates
• Mobile App: Access to reports and insights via mobile device
• Atlas Market Interactive: On-line global market profiles and reference
documentation
• Transaction Initiation: On-line trade instruction for cash and securities to facilitate
straight-through processing with audit trail
Northern Trust Passport®
Data Direct Mobile App
Website

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How are we using technology to
interact with clients?
Objectives:
• Simplify – Develop technology platforms that
easily interact to enable business goals of our
clients
• Standardize – Leverage industry standards
and best practices to facilitate business scale
– benefit to both NT and clients
• Efficient – Deliver solutions that easily adapt
to the evolution of the markets in a cost
effective manner
• Protect – Ensure solutions meet the security
needs of Northern Trust and our clients

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Technology Support Model:
Constantly Evolving Approach
Technology
Notification of Service Issues/Errors
• Designated call tree based on client
requirements
• Client access to technology contact
• Email notification
• Internal ITIL process
• Escalation through Relationship
Management Team
Network and Infrastructure
• Global Network Operating
Center (GNOC) Monitoring
• Continuous Network to Network
call tree
Business Day Support
• Dedicated IT Centers of
Excellence around the globe
providing 24x7 Technology
Support. Support model
being extended to provide
greater coverage
• Passport Help Desk – in all
areas of the globe
Reporting
• Monthly or Quarterly
Functional Service
Meetings
• KPI Reporting to agreed
SLA
• Inquiry tracking and
transparency around type,
frequency, and trends

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Polling Question
In what way have you seen talent recruitment and
assessment change most significantly in the past 5
years?
a) Candidate Identification
b) Candidate Assessment
c) Interviewing
d) Talent Pipeline Reporting
e) Other

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Talent and Technology:
Changing Practices
Kevin Johnson, Kevin Johnson & Associates

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Technology expands the reach
to engage candidates
that are beyond our traditional
relationship spheres

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TRADITIONAL
RELATIONSHIPS
Homogeneous
Candidate Pools
Homogeneous
Hiring
People are hiring
within their sphere of
relationships
SOCIAL MEDIA
RELATIONSHIPS
EXPANDED
RELATIONSHIPS
Affinity Groups
Diverse Partnerships
Expanded
Candidate Pools
Heterogeneous Hiring
Organization
becomes reflective of
the talent available to
the broader market

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Affinity Groups
www.nbmbaa.org
www.prospanica.org
www.womenintechology.org
www.ellevatenetwork.com
www.nasphq.org
www.ieee.org
www.ml4t.org
www.seo-usa.org
www.toigofoundation.org
cupusa.org
www.latinosinfinance.org

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HBCU
Howard University Morehouse CollegeFlorida A&M University
Fisk University
Hampton University
Spelman College
Clark Atlanta University
North Carolina A&TPrairie View A&M University
Xavier University
Historically Black Colleges and Universities

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Applicant Tracking Systems (ATS)
Resume
REPOSITORY

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Digital
Interviewing

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Reporting ToolsReporting
Tools
Talemetry
Symmetry

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Technology expands the reach to
engage candidates that are beyond
our traditional relationship spheres

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Polling Question
What have you found to be the greatest
contributor to managing change successfully?
a) Active and visible executive sponsorship
b) Frequent and open communication about change
c) Applying a structured approach to managing change
d) Employee Engagement and Participation
e) Other

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Leading Change

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Thank you!
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