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Welcome to the “Last-Mile” Digital Maturity Series

A new phase of digital maturity is underway. Transformational firms are optimizing across the client journey, proactively orchestrating the way in which the field engages with their clients in the “last-mile” and guiding seamless handoffs between channels to deliver business outcomes.

To help you get there, Hearsay has developed a framework for how you can evaluate your path to digital maturity. Along the way, we’ll provide insights and identify opportunities to accelerate your progress along the maturity curve. 

Over the next few months, we’ll share weekly blog posts with the framework components. This framework allows you not just to identify where your program sits, but to illuminate key areas for program growth that deliver the outcomes your business demands. 

But first, let’s start with why it matters.

The most digitally mature firms are enabling frequent and targeted engagement between advisors and clients. These interactions deepen the relationship between the advisor and client, and are what we call the “last-mile.” In a crowded, commoditized marketplace, this is the most differentiated experience you can offer so advice must be delivered in a human way to resonate.

As the ways to digitally engage clients have proliferated, leading firms have begun to recognize the need for an integrated and cohesive technology ecosystem. Their digital programs have become more systematic, and their digital platforms more integrated across their core technologies. 

Our aim is to align your program with your business objectives – centered around three key outcomes – shifting your focus toward the digital actions that drive the most success.

  1. Reach & Attract – Achieve the consistency and scale needed to build brand and acquire new leads
  2. Nurture & Convert – Optimize engagement to influence new business generation.
  3. Retain & Grow – Leverage digital to drive better client support and boost loyalty and retention.

Guiding your field to deliver these outcomes at scale is difficult. It takes time to set up the right framework, mine your data, and leverage technology to scale your efforts across a distributed network of advisors and agents. 

A new breed of marketing organizations, alongside a new generation of advisors and agents, are leveraging digital channels to find new ways to reach and attract clients and prospects. COVID-19 accelerated this transformation. Digital activities are more critical than ever when the field cannot participate in physical top of funnel activities like local sponsorships etc. COVID has put immediate pressure on the industry to rethink service offerings, and explore digital as a way to keep their business moving forward. Looking to the future, these behaviors will be entrenched amongst the most digitally mature. We’ll get started next week by discussing the foundational elements you need to Reach & Attract prospects. 

If you can’t wait to learn more, download the full white paper now.

How leading firms are rethinking their supervision models

No two Compliance organizations are exactly alike, especially when it comes to their approach to supervision. There are however some common best practices in how leading firms structure their supervision model. Over the past decade, Hearsay’s Compliance Strategy lead, Iain Duke-Richardet, led compliance teams for some of the world’s largest financial services firms. I had a chance to sit down with Iain recently to talk through a few key areas where hours can be gained and lost for compliance teams.

William: Iain, we work with clients that prefer a centralized model of supervision as well as others that prefer decentralized. I know that you’ve worked with both over the course of your career. My question to you is… is there a correct set up?

Iain: How first and second line control functions are set up, or any setup for supervisory controls really, is dependent on how an organization is structured. What might be best for one is not necessarily going to be right for the other. I’ve actually seen instances where an organization has started with, for example, a decentralized model and moved to a centralized model for efficiency gains or simply because they’ve had supervisors leave an organization and therefore they’re restructuring. So, it really is incumbent upon the regulatory Supervisor to evaluate and implement what makes the most sense.

All firms—regardless of their model—can align on certain best practices to put themselves in the best position to succeed. For instance, they can all look to reduce the instances of data fragmentation. So if a supervisor’s looking at a profile and the profile has been archived in such a way as to make it very fragmented, that’s not really very straightforward or easy. Our approach is to actually crystallize all those changes into an easy to read and review format so that the process is seamless and there’s no pushback from whichever group is assigned that review.

William: In your experience, what’s been the main driver of efficiency for the compliance teams you’ve led?

Iain: I find the way financial services organizations have structured their compliance functions very interesting. Efficiency is always at the top of their priorities. In this space, there are two main drivers toward efficiency. One is the efficacy of the organization’s lexicon, and by that I mean, is the firm using the terms that most align with the behaviors they’re trying to prevent. This is relevant because including an overabundance of terms in the lexicon will mean that items that get flagged much more often than they need to be. You won’t end up getting to the type of behavior you want to identify to correct through the supervisory process, due to too many false positives.

The second component is around how the review is being performed. It’s important to align reviewers with different components of the review process, leveraging a hierarchy of some kind, so that there’s no duplication in the work that is being done but identification is still prioritized through the process.

William: Thanks. Finally, taking a step back, at the enterprise level there’s been this rise of centralized databases and business intelligence systems, but really these tools are only as valuable as their inputs. We like to say, “Garbage in equals garbage out.” So, as advisors and clients communicate on more channels than ever before, does the same hold true for compliance and supervision technology? How can firms be more confident about the quality of their input?

Iain Duke-Richardet: I think that’s a great point. The “garbage in, garbage out” absolutely holds true in the compliance and supervision space where, as advisors use more and more channels to communicate, there is a notion of channel hopping; an advisor might move from one channel to another very quickly. Sometimes it’s an effort to perhaps circumvent some of the control or it’s simply because that’s the form in which the customer would like to interact. Having clear data that’s properly time stamped with the right author attribution, as well as having any corresponding attachments like 3rd-party links, is the key to seeing context. Because, ultimately, as the supervision is being performed, the ability to see the context of a conversation or a communication, regardless of the channel in which it occurs, is going to be the way that advisors and supervisors of those advisors will be able to identify any behavior that is not ideal.

In Summary:

  • Both centralized and decentralized supervision are valid options; supervisors must decide what makes the most sense for their organization.
  • There are two main drivers of efficiency for supervision in financial services firms: efficacy of the lexicon and a prioritized review process
  • The ability to see the context of a conversation or a communication, regardless of the channel in which it occurs, is the way supervisors can identify risky behavior

Properly managing compliance includes regularly assessing compliance strategy, tuning of policies & procedures, and evaluating technology. Our experts at Hearsay are ready to help. Learn more about our Hearsay Compliance Advisory Services and how we can offer compliance insights, analytics, and training to meet your program needs.

How Compliance Can Build a Sustainable Partnership with the Business

Innovation in financial services brings its own unique challenges for compliance, notably, how to support these efforts while vigilantly complying with regulations. Having navigated these circumstances at leading global firms like RBC and Barclays, our Compliance Strategy Principal, Iain Duke-Richardet, sat down with me recently to discuss how compliance can build a sustainable partnership with the business.

William: Iain, there’s a common perception that compliance is inherently at odds with the business or growth strategies in technology issues. What do you think lies behind that?

Iain: Will, I think that’s a great question. In truth, Compliance did earn this reputation through a generation of compliance officers who said no to any ask, even the most reasonable ones. Compliance doesn’t necessarily trust easily; it wants to see and touch and confirm that controls do in fact operate as designed, and therefore the organization is not facing supplemental risk. Change can therefore be challenging because it demands an assessment of those controls, and even an adjustment without always necessarily knowing the precise outcome. It requires some degree of flexibility in a field that is all about inflexible rules and regulations.

More recently, though, and certainly in my own experience, compliance functions are increasingly interested in technology and innovation. In fact, in some circumstances, compliance may actually be driving that conversation. The response to both growth and technology has pivoted from a reflexive no to, at the very least, a ‘let’s discuss it.’

William: Quite the evolution. In your experience, when have you seen the partnership between Compliance and the business work best?

Iain: This is going to seem fairly straight forward, but the partnership between Compliance and the business is one that calls for both groups to understand each other’s priorities. Too often, the partnership doesn’t work because Compliance is not willing to consider the business’ needs or the business is coming to Compliance with too broad an ask. The business wants to sell or develop widgets or provide the service, and compliance is focused on the controls that minimize any risk to the organization. So the partnership really works best when compliance has an opportunity to assess the business’ outcome and the business tailors outcomes to align with any limitations that already exist. If the business objective is designed with absolutely no controls, they’re unlikely to receive a great deal of support from the compliance function.

William: So putting it into practice today, what are some initial steps or next steps that firms could take towards building this cohesive partnership between Compliance and the business?

Iain: I think a lot of the progressive organizations have taken a couple of steps in terms of building this partnership. One of those is to bring a compliance partner into the early stages of a business project, sometimes even as early as the actual ideation. Given that opportunity, a compliance partner can flag early in the exercise any kind of risk or hurdles that may lurk, which then means that those can be addressed throughout the planning, development, and execution. So rather than the business coming with everything prepared, having put a lot of work into an exercise, with compliance seeing it for the first time right before launch, the groups are actually aligned and both have skin in the game to see it succeed. As part of this process, I think it’s always helpful when business and compliance come together to learn about the technologies that underlie the desired outcomes; again, they’re working together.

The other step that I’ve seen organizations take is cross functional training and education. So if the Compliance team understands and has a little bit more exposure to the business, as well as the business stakeholders having more exposure and understanding of the compliance framework, the impact is that the functions can actually appreciate each other’s objectives and work towards them and within them as opposed to coming at each other focused only on their own side of things.

In Summary:

  • To strike a balance between innovation and compliance, it’s critical to insert Compliance directly into the ideation or strategy phase.
  • Too often teams put ideas in front of business leaders without vetting with Compliance first, which inevitably leads to challenges down the road with compliance.
  • As new ideas, technologies, and campaigns are ideated, firms should naturally confer and align with Compliance before presenting to the business. One way to systematically ensure this happens is to instill dedicated partners cross-functionally, for instance nominating a compliance technology partner.

Hearsay a Finalist for Social Media Leadership Award

Hearsay Systems recognized by WealthManagement.com as a finalist for financial services social media award.

As a trusted leader in compliant last-mile digital communications for the financial services industry, Hearsay recognized the importance of proactively taking measures to Safeguard Social During COVID-19 right away.

Today, we’re honored to announce that these efforts earned us finalist status in WealthManagement.com’s prestigious 2020 Industry Awards, in the Technology Provider: Social Media Leadership category. Amongst more than 200 companies and 625 nominations this year, selection as a finalist recognizes Hearsay as one of the outstanding companies, individuals and organizations that make a real difference in the daily activities of financial advisors.

In volatile markets like we’ve seen with COVID-19, it’s essential that advisors proactively engage clients. Social media is a critical way for advisors to provide a steady drip of updates to keep clients continuously informed. These are key moments for building stronger relationships and developing deep client loyalty. But due to that same volatility, the risk of misinformation is heightened.

Financial institutions need to ensure social media content is accurate and representative of their firm’s view. To safeguard social in turbulent times, and empower advisors to deliver critical social engagement that strengthens client relationships, Hearsay arms customers with risk mitigation features to identify, prevent, and track sensitive communications related to COVID-19 and alleviate compliance challenges. These tools offer a scalable, intelligent defense for firms and their compliance teams, providing stronger, more efficient coverage against digital risk. By tracking these COVID-19 engagements, business and compliance leaders can understand how their field is operating amidst the pandemic and better assess advisors’ overall impact.

In this time of heightened uncertainty, when it’s critical for advisors to engage and reassure clients, Hearsay offers tools for the field to authentically communicate with clients while making it easy for corporate teams to quickly identify and effectively remediate problematic communications.

A panel of independent judges will determine the WealthManagement.com 2020 Industry Award winners who will be announced at the Wealthies Live Virtual Event, September 10, 2020.

Welcome Iain Duke-Richardet! Financial Services and Tech Compliance Authority Joins the Hearsay Team

Get to know more about Iain Duke-Richardet, Hearsay’s new Compliance Strategy Principal. Find out what a typical day is like, his take on RegBI, predictions for the industry, and more!

We’re thrilled that Iain Duke-Richardet has joined the Hearsay team as Compliance Strategy Principal! Iain joins us from Accenture’s Regulatory & Compliance Practice where he helped guide clients on a range of issues including regulatory change and reporting, technology-related legal and regulatory issues, cybersecurity, privacy, and more. Prior to his time at Accenture, he spent a decade in our customers’ shoes (some of that time literally) as a compliance leader at global financial services firms, including RBC Capital Markets and Goldman Sachs & Co.

We’re excited by the ideas and expertise Iain brings to the table, so we sat down for a Q&A to help you get to know him.

William: Welcome to Hearsay, Iain. Let’s start with an easy one – what is your typical day like?

Iain: I spend a lot of time with Hearsay customers sharing best practices and guidance to leverage Hearsay as a key part of their compliance strategy, including providing advice on governance, change management, technology infrastructure, and any other area of compliance and supervision that matters to their business.

I am also entrenched with industry regulators such as FINRA, IIROC, the FCA and others, as well as deepening relationships with trade groups like SIFMA and LIMRA. You’ll see me engaged in thought-leadership discussions, which is essential as I articulate Hearsay’s perspective on compliance.

Finally, the balance of my time is spent collaborating with Hearsay’s Product teams to continually infuse compliance into our solutions both as they are engineered today, as well as how the product offering evolves.

William: What’s your initial impression so far? Anything that surprised you?

Iain: That’s a good question. From working with Hearsay for many years I knew that compliance formed a foundational element of the platform. What’s been heartening to discover in the first few weeks is the commitment Hearsay has to developing in-house expertise. We’re building what I call a “Practice of Practitioners,” and that really distinguishes us; only Hearsay draws on a team with deep industry expertise to guide product development, regulatory interpretation and program support. So it’s been great to meet the team and recognize the depth of industry and compliance knowledge that is embedded throughout the firm.

William: What trends are you seeing in the industry lately?

Iain: The global pandemic has resulted in the emergence of new engagement models among our customer base, typically in an effort to replace the in-person connection. This has also been occuring in the context of a work-from-home environment. This has meant that compliance processes have been challenged and, in some cases, strained such that we have seen a number of adjustments being made to how supervision is performed, with an increased focus on efficiency. Among the trends are strategies to shift review between the lines of defense, to lower spikes in items to be reviewed, to expand the use of existing messaging channels, and to rapidly deploy compliance controls that enable the use of new messaging channels.

William:  Now let’s move on to a hot topic—RegBI. What have you learned from our customers regarding Reg BI? What is the traction for becoming compliant with these customers?

Iain: Many customers are well on their way to establishing the controls that will enable them to meet the new standard of conduct established by the rule. Many have spent time assessing and updating their business practices, reviewing and augmenting their policies and procedures where necessary, and evaluating their compliance controls.

Additionally, it’s important to recognize that Reg BI sets forth a standard of conduct that is ongoing. Firms are not just focusing on being compliant by the immediate deadline but rather are looking at building a foundation for ongoing compliance. Policies, procedures, technology, governance—the entire compliance ecosystem will need to be regularly evaluated against this framework to validate that firms are continuing to meet the new standard.

William: What are some of your overall thoughts on where compliance needs to head in the next year and 5 years? What are your thoughts on any of the other pending compliance or regulations that may be put into effect?

Iain: Over the next year, I expect to see the ongoing development of Privacy regulation, primarily as individuals and companies increasingly leverage the right to be forgotten under the CCPA, but also as other States design legislation of their own. I also expect there to be additional clarity to the FCC’s TCPA following the Supreme Court hearing in May. Both will pressure customers and their compliance organizations to have clear policies and well articulated processes to address the demands of these regulatory developments.

Over the next five years, I expect compliance organizations to double-down on two primary areas of focus. The first is to manage the continued pressure on the cost of compliance. Organizations seeking to optimize the cost of their operations have moved on from areas where gains were simpler (e.g., technology) to other areas, including compliance. Compliance leadership must exercise the levers available to it, such as functional organization (e.g., is Compliance solely conducting compliance activities?) and cost rationalization (e.g., technology, expense management, subscription based processes). Secondly, and relatedly, to what extent can technology be leveraged to simplify compliance tasks through machine learning, natural language processing, and automation. This is already underway within leading compliance organizations where systems have been upgraded to incorporate such advances, but I expect the next five years to see this continue and proliferate through the majority of compliance functions.

William: Let’s end on an inspirational note; what excites you about Hearsay’s vision?

Iain: While on the surface one may look at Hearsay and see a solution for marketing, for distribution, and for advisors and agents, in helping deliver omni-channel outcomes, Hearsay truly puts the compliance user-experience at the forefront. We’re passionate about making life simple for compliance teams. So as our customers empower advisors and agents with more channels to deliver outcomes across the digital customer journey, we’re simultaneously arming compliance teams with tools like universal supervision across multiple channels – including reporting of calls and text messages – to simplify supervision and review by offering a complete, contextual view of the client relationship. This helps teams administer programs more effectively across channels via Hearsay’s unified platform for maximum scale and efficiency.

William: Thank you, Iain. We’re excited to have you at Hearsay and eager to hear more from you!

Iain: Likewise, and stay tuned for more from me and the Hearsay compliance team as the year goes on.

Safeguarding Social during COVID-19

We’ve all seen the myths – many of us (author included) have fallen for them. Hold your breath for 10 seconds and you don’t have the coronavirus. Hand dryers kill the virus… garlic kills the virus. So many that the WHO has a dedicated myth-busting page.

In highly fluid, turbulent times, the risk of misinformation is heightened. We’re increasingly susceptible to both consuming and spreading content with misinformation. Social media and other client engagement channels are the front lines of this issue. For our customers, it’s critical to be proactive and provide a steady drip of updates to keep clients continuously informed. However, financial institutions need to ensure what goes out is both accurate and representative of a firm’s view.

To address these challenges, Hearsay’s compliance team has proactively built protective measures. For one, we’ve built a lexicon designed to identify, prevent and track particularly sensitive communications related to COVID-19. This offers a scalable, intelligent defence layer for your teams on the front lines of compliance, so your supervisors can focus on the highest-risk violations. And by capturing this information, business and compliance leaders can better understand how their field is operating amidst the pandemic and better assess the overall impact their efforts may have on policies, accounts, holdings and more.

Beyond suffering reputational and firm risk, spreading misinformation can put your clients and professionals at risk and contribute to broad hysteria. So how can we defend against this while keeping critical channels like social open to engaging clients and prospects?

  • Implement Safeguards. Leverage a dedicated lexicon in your supervision process to quickly identify and review client engagements that focus on COVID-19. This will help surface the most sensitive of communications, and offer your compliance teams the chance to review and remediate if necessary. We’ve built a COVID-19 lexicon that amplifies our Risk Meter and AI-powered alert system to surface and remediate risky posts for our customers. Together these tools offer better coverage and defense against digital risk while reducing the risk of misinformation on social, websites, and texting by focusing supervision on the most critical areas.
  • Stay on Top of the Data. By tracking COVID-19 communications, leadership has a direct view into field engagement insights in this environment. The information being shared can have material impact on their business going forward – it could impact renewal rates, coverage terms, portfolios, and client satisfaction. This is a time to dig deeper into the data to facilitate best behaviors and practices that drive loyalty.
  • Promote Trusted Sources. In addition, we recommend organizations build out their social content libraries with easy-to-share, trusted content with messaging from the corporate team or from a trusted senior official. Since this is the primary news topic, it’s also a great time to source third-party content from trusted industry sources. Hearsay offers curated content to our customers as well as offers the ability to “whitelist” – or trust – specific domains so you can more effectively source accurate, reliable content.
  • Adapt Quickly. Developments – both market and cultural – are extremely fluid during these times. Content that was suitable yesterday may not be today, and may even appear out of touch or insensitive. For instance, customers of ours had March Madness and spring break vacation posts planned. Hearsay’s Dynamic Campaigns allow for content to be quickly removed, affecting all subscribers and ensuring inappropriate content is removed.

Overall, encourage your teams to communicate openly with clients. It’s critical for advisors to proactively and immediately reach out to reassure clients that they have a firm grasp on their financial goals and are monitoring the situation. But protect them and your firm – ensure you have the tools and processes in place to quickly identify and effectively remediate any problematic communications.

Hearsay expands Advisor Cloud to partner with the critical systems you rely on

New integrations allow advisor firms and insurance companies to leverage Adobe Experience Manager, Sitecore, DocuSign and more, to make high-quality social publishing, client engagement and field insights easier than ever

It’s no surprise that enterprises use a variety of tools in support of data-driven sales and marketing. No one platform can do everything you need. In theory, all of these tools make life easier and improve outcomes. But who among us hasn’t experienced the complexity of manually integrating data from two, three or more systems and putting it all together in Excel? Improving results and saving time with today’s software is only possible when systems talk to each other. At Hearsay, we’re doing our part by aligning our product and integration strategy alongside our customers needs.
System integration is nothing new to Hearsay; for years our customers have been able to sync Salesforce, Microsoft, or any other CRM they may be using, as well as their existing archiving vendor, using our compliant digital communications platform. Now, we have extended the Advisor Cloud platform further to integrate with other core systems, notably content management systems, e-signature, business intelligence, data visualization and more.

As we continue to expand the Hearsay platform to become a core component of our customers’ respective ecosystems, we are laser-focused on delivering solutions and workflows that complement and add to the systems our customers rely on every day.

Hearsay Integration Use Cases

The leading financial services firms leverage the Hearsay platform and our extensible APIs to solve critical challenges facing their businesses.

Share all content with Content Management Systems integration

By integrating with content management systems such as Adobe Experience Manager or Sitecore, your best-in-class corporate content can now be shared seamlessly with field advisors and agents with a single click.  Your field can now easily access your highest quality marketing content for quick and simple compliant distribution to their networks via social and personal websites. Firms can significantly expand the reach of marketing efforts, provide agents and advisors with the most engaging content, and more accurately measure content performance and the impact that content has in delivering results for the field. It saves marketers valuable time too, by eliminating the need to enter content into two different systems and syncing advisor/agent-client interactions back for tracking.

Enhance critical data points for Business Intelligence and Data Visualization

Hearsay already provides embedded analytics, powered by Looker. But for customers using other business intelligence and data visualization platforms such as Tableau, Power BI or SAP BI, integrating Hearsay can help surface critical new data points. For instance, Hearsay Relate offers metadata that has been missing from customers’ core systems (texts, call data, etc.). By combining this with a tool like Tableau, sales leaders glean actionable insights, i.e. engagement data that can help identify gaps in coverage where reps are under-resourced. As a result, teams can operate far more efficiently.

Compliant document execution over any channel

Hearsay APIs also help automate and facilitate the timely execution of critical client documents. Hearsay integrates with Docusign, for instance, to deliver paperwork on the client’s preferred channel to advance advisor/agent productivity — all while remaining compliant. Then with Hearsay Relate, any questions about documents can be answered immediately. All of these activities are automatically logged into core systems so agents and advisors, as well as leadership, get a clear picture of the status of critical documents.
Is there something you want to integrate with Hearsay that’s not outlined here? We’d love to talk about it to see how we can support you.
While Hearsay APIs may be the most noteworthy release, we’ve made several other updates and upgrades since the year began. Customers can see them here.

Hearsay’s December Product Release is Here


The holidays are upon us and with them comes our final product release of the year!
This release is packed with presents for admins, field leaders, agents and advisors to drive more value from your programs next year. You’ll find brand-new features for the Hearsay Platform, and new and improved functionality in Hearsay Social and Hearsay Relate.
What’s new?

For the Hearsay Platform:

Introducing Insights: A brand new reporting and analytics experience
Insights is the first important step to transforming the way you visualize and analyze the performance of your Hearsay programs. All clients are now able to benefit from this new reporting and analytics experience across the Hearsay Platform.
Insights provides robust dashboards and real-time reports to quickly assess program performance and take a proactive, data-driven approach toward optimizing results. Your data is surfaced in a highly visual, easy-to-consume format. It’s simple to see what’s working well, where there’s opportunity and to easily share findings with your colleagues. You can begin to deliver the data you demand, laying the groundwork for more impactful BI, CRM, and core systems integrations.

Improved Desktop User Experience
We’ve released a completely refreshed interface for a simpler and more intuitive desktop user experience. With a modern design, enhanced findability and a streamlined experience for multi-product clients, it’s easy to navigate between solutions.

For Hearsay Social:

Drive Campaign Subscriptions from the Action List  
Campaigns – both Dynamic and Relative – automate publishing to ensure even the busiest agents and advisors can still generate awareness on social media and publish fresh content to their websites. Agents and advisors can save more time by subscribing to campaigns directly from the Action List with a single click, increasing campaign subscription rates and growing the reach of home office content.
1-to-1 Outreach Enhancements
A number of new 1-to-1 Outreach features help users unlock more valuable interactions with clients and prospects:

  • Seamless Onboarding: A new quick and easy onboarding experience for 1-to-1 Outreach guides advisors and agents through critical in-app features to drive adoption and long-term product use.
  • Email Nurture Campaigns: Advisors and agents can now leverage email campaigns to automatically share content to better nurture their clients and prospects.
  • Email Campaign Starter Pack: Your field now has an easy way to launch email campaigns with pre-built starter packs that are specifically tailored to your industry.

For Hearsay Relate:

Send MMS Text Messages with Hearsay Relate
Advisors using the Relate web application can now attach files or photos (known as MMS messages) to their text messages. Advisors and agents can now communicate with clients in other ways through text, such as ensuring documents are received in good order or highlighting important information for clients.
As you engage clients and prospects with these new features, we look forward to hearing your feedback. Our next product release will be in January – see you in the new year!

Hearsay Triggers the Media with Smart Triggers and More


Hearsay made a huge announcement last week — on Wednesday, we announced the availability of Hearsay Advisor Actions.
Advisor Actions will change the way your field works, taking mobile productivity to the next level with smart triggers, artificial intelligence and turnkey financial services workflows. Lead conversion, cross-selling, document execution or any other challenge you’re facing can be solved with Hearsay’s patented technology, prompting advisors to compliantly text and make calls in the moments that matter.
Our announcement has generated some buzz in the industry and we’re proud to be featured in the following publications:
Barron’s: Fintech firm Hearsay launches a productivity tool for advisors
ThinkAdvisor: Hearsay’s New Tool Boosts Texting, Mobile Capabilities for Advisors
Wealth Management: Advisor Actions on a Hearsay Trigger
Wall Street Journal Wealth Adviser Briefing: Adviser Efficiency (etc.)
FA Magazine: Hearsay Launches Mobile Phone Solution for Advisors
Financial Advisor IQ: Fintech Firm Unveils Tool for FAs to “Combat Robo Advisor Threat”
Insurance Innovation Reporter: Hearsay Systems Debuts Triggered Advisor Actions for Mobile Work Environment
InsuranceNews: Hearsay Systems Creates Mobile Solution For Advisors
Advisor Actions is completely customizable and drives the outcomes that are critical to taking on some of the biggest challenges you are facing. We’re excited about what this solution means for the future of advisor productivity, increasing revenues and improving the client experience.
Click here to schedule a conversation about how Advisor Actions can start working for you.

Hearsay’s October Product Release is Here

We’re excited to announce that our latest product release is now generally available!
Our 7th release of the year includes brand-new features for the Hearsay Platform, as well as new and improved functionality inside Hearsay Social, Hearsay Sites, and Hearsay Relate. As always, many of our updates to the platform work seamlessly across products. This makes it easy for you to help advisors use multiple digital channels — all from one place.
What’s new?

For the Hearsay Platform:

Advisor Actions
Advisors waste over two-thirds of their day on manual processes, leaving less time for actual value-added client interactions. With Advisor Actions we can help you solve this challenge.
Enabled by our new Action Card API, custom action cards with prescriptive next steps are created that can guide advisors and agents on how and when to reach out to clients and prospects during moments that matter.
What are some of these moments? Advisor Actions are fully customizable, allowing YOU to define moments of value sourced from any core system. We’ve started to work with customers and identify workflows integral to financial services firms such as:

  • Lead Conversion
  • Cross-selling activities
  • Document execution
  • And more

And with every Hearsay activity included in any Advisor Actions workflow featuring built-in compliance and automatically tracked and captured for reporting and analytics, Hearsay is bringing unprecedented transparency and real-time insights into advisors’ activities. Marketing and digital teams can now measure field performance such as advisors’ response times, frequency of touch and channel performance.
Want to learn more? Schedule time with our team to see how Advisor Actions can drive critical outcomes for your business.
Insights (Beta)
Insights is Hearsay’s new reporting and analytics experience. Through robust dashboards and real-time reports, you can quickly quantify program performance and take a data-driven approach to optimizing it. Insights presents your data in a highly visual, easy-to-consume format so that it’s simple for you to see what’s working well, where there’s opportunity to improve and, of course, share these insights with your colleagues.
Ahead of a broad release in December of this year, today’s beta launch gives admins at participating organizations access to a subset of Insights functionality.

For Hearsay Social & Hearsay Sites:

New Hearsay Content Campaign – Millennials & Money
One of our most popular Hearsay Content Channels, Millennials & Money, is now available as a dynamic campaign. Hearsay automatically creates this campaign for you to review in draft mode, and includes 1 new post per week designed to help your advisors attract and retain millennial clients. Hearsay now offers three Hearsay Content Campaigns including Tech Trends, Healthy Living and, of course, Millennials & Money.
Note: To review available or discuss potential new Hearsay Content Campaigns, please engage with your Customer Success Manager.

For Hearsay Social:

1-to-1 Outreach – Click Through Tracking for Non-Showcase URLs
1-to-1 Outreach now captures more engagement data than ever before. With this release, Hearsay now tracks clicks on links in the email body AND the showcase link of 1-to-1 Outreach. This makes it easy for advisors to reach out to the right person at the right time, and it helps you improve your content strategy over time. It even provides CRM admins and field leaders deeper insight into the effectiveness of their advisor-client outreach strategy.

For Hearsay Relate:

Multi-ring
Multi-ring helps advisory teams make sure client calls don’t go unanswered — without a complicated staffing plan. The feature allows multiple phone numbers to be added to an advisor’s workspace, so when a client calls the advisor, each phone number rings simultaneously. Once someone (the advisor, the assistant, etc) answers the call, the call is connected and no one else is able to answer it.
Contact Uploader
The Contact Uploader makes it easier than ever for advisors to import business contacts in Hearsay Relate. Simply “drag and drop” a spreadsheet (using the template provided) and Hearsay instantly imports each of the contacts and syncs it with the web and mobile app.
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