Issue 9 / February 2010 Editorial Message
My Perspective
on the future
Welcome to the latest edition
of Perspectives on the future,
About Perspectives
offering insights on technology
on the future
and business trends for our
Perspectives on the future
February 2010: Content Outline
industry.
provides in-depth analysis
and opinion on technology
and business trends to
stimulate thinking and promote
debate. It is published by
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Trends: Key Themes for 2010 Perspectives interview: Are You Ready If the focus for financial services in 2009 was stabilisation and a
Research and Innovations
2010 is sure to be another
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Transforming Information
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to Multi-Touch
back-to-basics approach, the impact of an increasingly discerning
in Business Services.
interesting year. Guest
into Action
Driven by the popularity
customer base is certainly emerging as a strong theme for 2010.
Brigid Whoriskey
author Benjamin Ensor from Business Analytics are of the iPhone and iPod
Our interview with Jim Davis explores how the latest generation
Head of Research & Innovations
Forrester Research, shares playing a bigger role in Touch, many hardware of business analytics can make interactions more relevant for
his view of the key themes helping improve relevance manufacturers have begun to customers, and there is a fascinating account of how the
and outlines where the focus for customers. Jim Davis, add multi-touch capabilities
Disney corporation has transformed their customer experience
needs to be to rebuild for Senior Vice President, SAS into next-generation
(and turned around their business), by applying their knowledge
Call to Authors
the future. shares his insights with electronic devices. Although,
of the customer in new ways.
Most of the articles for Perspectives
Dougie McNeill sometimes seen as “toys”,
are written by staff within RBS Group –
they can potentially transform
As we begin 2010, we asked Forrester Research to profile some of
we’d love to have more authors –
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Disney Magic:
Personalising the
so if you have an idea for an article
Seek and Ye Shall Find the way that businesses the topics they expect to appear on the financial services agenda –
please contact Rhona Dalgarno or email
Customer Experience
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The growth of mobile devices
interact with their customers.
it’s interesting that much of the focus across the industry is again with details of the topic you’d like to
In 2003 Disney Parks & with GPS, camera, and
on enhancing the customer experience across all channels.
contribute or read about in future issues.
Resorts turned around their phone capabilities opens
Rhona.Dalgarno@rbs.co.uk
Our latest exploration of the fast-changing mobile world focuses + 44 (0)131 523 3507
business by exploiting their up a whole range of search
immense stores of data to challenges and opportunities.
on enhanced search capabilities and we take look a bit further out
optimise and personalise John McCreesh shares his
at the possible uses for new multi-touch interfaces in business.
the customer experience. view on how search is likely
I hope you enjoy this 9th issue of Perspectives on the future.
Rob Scott considers what to evolve to satisfy our
Feedback on our articles is always very welcome – please keep
financial services could learn appetite for information
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from the Disney experience. anytime, anywhere.
it coming and help us shape future issues. If there are any topics
you’d like to explore further, or if you have ideas for future articles,
please let us know.
Finally, I’d like to thank those of you who responded to our survey –
it really helps to shape how we evolve Perspectives. You’ll find a
summary of the survey results at the end of this issue. Thanks also
to all our contributors for sharing their knowledge and perspectives.
Perspectives Media
Perspectives distribution is issued predominantly
via electronic link, can be downloaded from insite,
and you can also order printed copies of
past and present issues of Perspectives –
contact Rhona Dalgarno to order.
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Rhona.Dalgarno@rbs.co.uk
Kevin Hanley
Chief Architect
2 / Perspectives on the future Perspectives on the future / 3
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