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Announcing the Predictive Omnichannel Suite in Europe

Screen Shot 2015-12-07 at 6.05.58 AMWe’re thrilled to announce our new email solution, Hearsay Mail™, and text messaging solution, Hearsay Messages™, in Europe! Our European customers will have access to the full Predictive Omnichannel Suite™ (#omnichanneladvisor), empowering their advisors and agents to build, deepen and grow relationships with their clients and prospects across multiple digital channels.
According to Forrester Research, European adults regularly research online and are comfortable with managing their financial and insurance matters across multiple digital properties. Additionally, as organizations in countries such as the UK (Financial Conduct Authority) and France (Autorité des marchés financiers) are paying increasing attention to the development of industry regulations, the need for a solution such as Hearsay Social to address both the new digital-first consumer and compliance in financial services is clear.
Whether on social media, a local advisor website, personalized email or text message, advisors can leverage the suite’s Predictive Content Library, which recommends pre-approved, compliant content – in their local language – based on client interests and interactions to share, making it easy for them to offer the personalized, omnichannel experience their customers and prospects demand.
At the firm level, corporate marketing teams gain deep insights on what content is resonating at the local level within these different channels, so they can optimize their content efforts. Compliance teams, too, benefit from a 360-degree view of advisor activity across social, Web, email and text from a single Universal Supervision dashboard, increasing efficiency and productivity.
Read the UK press release and French version for more details. We’re excited to continue helping shape the digital transformation of the financial services industry in Europe, and for the Predictive Omnichannel Suite to accelerate our growth abroad!
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The Omnichannel Advisor: An Executive’s Guide to Turning Impersonal Transactions Into Personal Interactions (New Playbook)

The customer journey for offerings from financial services and insurance companies is changing dramatically, with an increasing array of online and offline options for researching and buying new products and services. The old ways of selling are coming to an end, paving the way for companies to deliver highly targeted and personalized communications seamlessly across multiple channels and devices. As companies continue to assess their business needs and strategies amidst the rise of social, mobile and digital technologies, they must become customer-obsessed and examine their budgets in current technology to ensure they align with market and behavioral shifts.
The new playbook, The Omnichannel Advisor: Turning Impersonal Transactions Into Personal Interactions, will help you understand how to lead successfully in today’s dynamic, unpredictable, omnichannel environment.
Download the playbook to learn:

  • How the customer journey has shifted to a nonlinear purchase path  
  • How to transform your customer’s experience with your brand through personalized communications
  • What an omnichannel use case scenario looks like
  • What it means to be a “trusted, omnichannel advisor” and how to enable your field reps to meet the needs of an omnichannel customer
  • Ways to deepen relationships and grow business in today’s omnichannel world

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 The customer journey for offerings from financial services and insurance companies is changing dramatically, with an increasing array of online and offline options for researching and buying new products and services. The old ways of selling are coming to an end, paving the way for companies to deliver highly targeted and personalized communications seamlessly across multiple channels and devices. As companies continue to assess their business needs and strategies amidst the rise of social, mobile and digital technologies, they must become customer-obsessed and examine their budgets in current technology to ensure they align with market and behavioral shifts.
The new playbook, The Omnichannel Advisor: Turning Impersonal Transactions Into Personal Interactions, will help you understand how to lead successfully in today’s dynamic, unpredictable, omnichannel environment.
Download the playbook to learn:

  • How the customer journey has shifted to a nonlinear purchase path  
  • How to transform your customer’s experience with your brand through personalized communications
  • What an omnichannel use case scenario looks like
  • What it means to be a “trusted, omnichannel advisor” and how to enable your field reps to meet the needs of an omnichannel customer
  • Ways to deepen relationships and grow business in today’s omnichannel world

Omnichannel Blog Banner-01 (1)
 
 
 
 
 
 
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Transforming Traditional Advisor Channels: Announcing Hearsay Messages and the Predictive Omnichannel Suite


Today, there are millions of financial advisors and insurance agents worldwide, including more than 500,000 in the U.S. alone. And while technology is rapidly changing consumer behavior, preferences, and expectations, the way a typical advisor engages with customers has largely remained unchanged. What once worked before – cold calling, Yellow Pages, static advisor websites – no longer have a place in today’s digital world. A recent study confirmed 83 percent of consumers prefer communication via email, text and/or social.
Customers are now omnichannel: researching online, reaching out to connections via social and mobile for recommendations, and making purchase decisions long before interacting with a single sales professional. In fact, the average consumer spends six hours every day online – on social, mobile, and digital.
Add to this the onslaught of robo-advisors, self-service consumer e-commerce sites, and anticipated regulatory rulings, and advisors have even more pressure to deliver more to clients while charging less. Confronted with this reality, advisors must fundamentally change the way they do business in order to stay relevant and survive.
Advisors know they need to adapt; they know they need to deliver more value and be accessible across all the channels their clients and prospects are engaging on. But advisors aren’t marketing or compliance experts. And asking advisors to figure out how to do it themselves – or barring them from using these channels due to compliance concerns – has proven to be both inefficient and ineffective.
Six years ago, we saw an opportunity to leverage technology to begin addressing these inefficiencies and the need for change through social selling. Since then, more than 115,000 advisors and agents are using our platform to connect with today’s social, mobile, digital consumer. Today, I’m thrilled to announce our Predictive Omnichannel Suite (#omnichanneladvisor), a full set of integrated apps purpose-built for advisors to save time, stay relevant, and deliver more personalized service to their clients.

Hearsay MessagesWe’re also announcing a new product: Hearsay Messages. Many of you have told us that clients and advisors want to text each other, but compliance requirements got in the way. Hearsay Messages is our answer to your call – a compliance-enabled text messaging application that will allow advisors to send and receive business-related texts with customers using the mobile device they already have.
What is a predictive omnichannel suite?
Our four integrated apps (Hearsay Social, Hearsay Sites, Hearsay Mail, and Hearsay Messages) will help advisors engage across channels with their clients. Each app will have built-in predictive analytics to help advisors save time – everything from auto-suggesting meeting reminders to suggesting the “next best action,” i.e., who to reach out to, when to reach out, and what to say.
All four apps are built on the same single, unified platform so advisors don’t have to log in to four different systems, and compliance supervision teams don’t have to approve the same action four times.
Why are we doing this?
The world has changed. Clients expect and demand engagement on their terms any time, anywhere, and on every channel. Traditional field organizations have no choice but to adapt. It’s become our mission to help with this field transformation.
Looking back, it’s been an incredible year at Hearsay Social – thanks to your trust and confidence as well as to our second engineering office, which we recently opened in Seattle. It’s been an amazing journey to go from a single social media platform to a full omnichannel suite in less than 12 months.
Social selling, beautiful and modern SEO-optimized advisor websites, personalized email at scale that doesn’t feel like spam, and text messaging – all have become table stakes in today’s buyer journey and client experience.
We couldn’t have accomplished all this without your support. Here’s to many more milestones ahead together and to helping equip your field organization to succeed now and into the future.
For more details, contact your customer success manager and check out our new executive playbook, The Omnichannel Advisor. Also take a look at my keynote, “The Age of the Trusted Advisor,” from our Innovation Summit in June.

The Women Adviser Summit and The Advisor of the Future: A Few Parallels

Screen Shot 2015-05-13 at 1.17.00 PMLast week, I had the pleasure of speaking at the InvestmentNews Women Adviser Summit in Chicago alongside several leading women financial advisors on the panel Going Social: How Social Media Needs to Play a Role in Your Brand-Building. I spoke about the ways in which advisors can remain relevant through digital channels. During the event, I realized the many parallels between the Summit itself and what advisors of the future can do to stay relevant in a digital world.


Below are my 3 key takeaways:
1) Foster an environment for sharing to create meaningful conversations
I attend dozens of conferences each year, but what stood out for me at this particular conference was the sheer number of panel-driven discussions. In our business, we talk a lot about the importance of creating meaningful conversations with our target audience, and from what I gleaned from the conversations and ideas shared by the other panelists, having a panel-driven discussion can be so much more meaningful to determine how to engage with an audience and understanding how to use social media to drive new business, enhance your marketing, and build your brand.
What Advisors of the Future Can Do:
By comparison, in the social, mobile and web space, there is no difference – the world is full of people who are sharing content and ideas that could spark meaningful discussions. If you want to build credibility by turning content into conversation through social media channels, you have to foster an environment to have those conversations. This requires you to talk WITH your audience, not AT your audience. And by asking the right questions and challenging others, you can drive your message through conversation and create a more engaged audience.
2) Leverage digital technology to drive your message to key audiences
You know those hefty booklets you get at the beginning of a conference that you end up throwing in the recycling bin at the end of the day? Well, the Women Adviser Summit didn’t distribute any of those. Instead, to access agenda items and event information, conference attendees would have to download an app or visit the InvestmentNews website from their mobile device. In addition, questions from the audience were delivered through Twitter and an email address that the moderator was reviewing on an iPad during the event. The moderator could then pre-screen the questions and keep relevant topics moving.


What Advisors of the Future Can Do:
In a mobile world in which advisors are on the go and often communicate via their mobile device, you have to be online to stay relevant. One panelist mentioned that she refuses to send the 40-page profile questionnaire to prospects anymore – she does this all online and sometimes in-person. Why spend time documenting your practice or communicating via paper when you can have real-time conversations in-person or via social media? The advisor of the future will connect with clients in the way their customers prefer—digitally.
One of the questions I received on our social media panel was “Aren’t you worried about feedback or negative comments on your social media accounts?” Sure, social media is transparent, but also in a good way. If your client is having a poor experience, wouldn’t you want to know? If they didn’t have the digital channel to share their thoughts, you may never hear from them and they may just stop returning your calls. Now if you get several negative comments posted to your Facebook Business Page, you may want to up-level your service, but giving your clients a place to ask questions and learn more about your business will create transparency across your network and build credibility.
3) Create an environment for meaningful conversations to take place
Most conferences have rows and rows of perfectly lined chairs, but the Women Advisor Summit had only round tables. This forced attendees to sit together, have discussions, and learn more about one another. As natural discussions formed, it created a more intimate environment in which people actively asked questions during the sessions, with most sessions spurring 15 minutes of Q&A.
IMG_2512 (2)What Advisors of the Future Can Do:
Advisors of the future should not stop meeting clients face to face or have meaningful one-to-one discussions. On the contrary, advisors of the future can use social media to learn about their clients’ lives so that they can have more meaningful in-person discussions. It’s not about social media replacing in-person discussions, it’s about using social media to help advisors research customers and prospects and create more targeted conversations on more relevant topics. You’ll never have to ask “what’s new in your world?” if you’re already on social media.
Follow me on Twitter @kazab or join the conversation using hashtag #WAS2015.
Download our Advisor of the Future Report to learn ways to address the shifting investor demographic.
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The Advisor of the Future: How to Stay Relevant in the Digital Age

HSS_AdvisorofTheFuture_instagram-01In episode 27, we discuss The Advisor of the Future: How to Stay Relevant in the Digital Age a new Executive Report released on February 19th, 2015 as part of our overall Predictive Social Suite campaign.  Nicole Johnson (@nicjohnmedia), and Victor Gaxiola (@VictorGaxiola) co-authors of the report sit down with Ronny Kerr (@RonnyKerr)  to discuss the changing landscape of financial services amid technological disruption, generational shifts, and the threat of robo-advisors.
Click to Download the Executive Report. 
We invite you to be part of the conversation on Twitter by using hashtag #HSonAir and/or #AdvisoroftheFuture for tweets around this new report. [relatedPosts]