Archive for the ‘Consumer’ Category

My American Friend…

Friday, August 22nd, 2008

By Mark P. Dangelo

www.Innovative-Relevance.com

My dearest American friend, how are you?  I understand your markets are dying, your customers have vanished, and you are in need of work.  Your housing indices have fallen by over 35% in three years, your consumer is dealing with triple digit percentage increases in commodities, and your foreclosures and delinquencies are the largest in well over a generation.  Many of your leaders are under investigation, facing litigation, or have simply vanished.  This great “awakening” has yielded extensive casualties. 

You must remember that while there is strength in numbers, the individual can still make a difference.  As your domestic baby boomer human capital is aging and retiring, we reflect on new workforces and their ability to reinvent markets and revitalize lost sentiments. 

However, I must ask.  Is the fact that domestic high school education rates have been falling for over 40 years contributed to the financial demise you are now witnessing?  Has the increase in offshore worker euphoria and technological advancements provided a drain or conduit for extracted information to flow from one continent to another creating a plight among domestic operations?  Or is it a political crisis brought forth by conditions outside of the control of financial services and mortgage industries?

There are a great many pretenders trying to leverage their position as yours diminishes.  Can you find the innovations needed to restore confidence in your pervasive, granite foundations?  Will the adoption of green and electronic process solutions be your catalyst for change?  Can you find the fortitude and investment to create new products so desperately demanded?  Will the gatekeepers of the past become increasingly the inhibitors to turnaround and sustainable success?

As we are now witnessing, there is a great challenge yet facing you, your workers, and your industries.  The second half of this year holds material risks and challenges for your economy and financial markets.  You may experience an industry double bottom.  You will lose contact and relationships that have been forged over decades.  Moving forward, your environment will be permanently different.  It cannot remain the same.

But alas, there is hope – glimmers of light emerging and beacons of prosperity to embrace.  The ensuing chaos and cataclysmic events have ushered in extensive fear, while creating new mandates.  “Irrational exuberance” is giving ground to common sense, loan and organizational restructurings, consolidation, and evolving 21st Century credit markets.  The financial and economic unwinding continues to be painful but necessary to force adoption of electronic standards, data quality, understanding of bidirectional supply chains, and much needed recapitalization of cancerous FSI and mortgage practices.  The treatment has finally arrived – the pain however still lingers.

Amidst the ashes and lost careers, new and positive initiatives have been ushered in – green technologies, social responsibility, corporate accountability, and dare I say, some overdue regulatory oversight.  Excess has now been replaced by necessity and old processing methods by automation.  Everywhere you turn, change is being discussed and the old line manager and advisor has faded from view – by their own hand or by those of others.  Just as some old forests need fire to unleash the seeds of a new generation; it appears that the financial and mortgage world will be bathed in an inferno if it is to unleash its potential.

So as the vulture and “scratch and dent” investors arrive on the scene of decaying corporate hierarchies and spent business models, take cautionary solace that your markets may have finally reached the physiological necessity of capitulation.  Then again, capitulation does not represent the end of the $450 billion of announced write downs or the fire sale pricing of CDO and MBS warehoused debt facing mark-to-market valuation – it signifies, just maybe, the beginning of the end.

For you my American friend, there is no option but success.  No greater option than rebirth by leveraging and redeploying, via reeducation and revitalization, your skilled finance and mortgage workforces.  May you find the relevant innovations to once again make you strong and a beacon for free-market growth devoid of draconian oversight.  May you think and act innovatively different bringing ethical leadership to industries and homeowners lost among the flames – for your sake and the rest of the world. 

You and your workers have my greatest respect – but can you maintain your intensity and passion in the face of a withering crisis?  Can you overcome the misguided actions of a few, who failed to comprehend the end-to-end supply chain risks that were spread by many, and not just a single individual, functional group or corporation? 

In closing, some say your strength has left you.  Others advocate your failures are a result of corporate greed and risky behaviors.  As I said, some say you are dying – more and more say you are dead.  Yet I wonder if their rash generalizations hold merit as many forget their history in favor of the latest headlines and news stories.  It has been stated by many before us that America and its industries are dying.  Somehow, I think they will be proven to be in error once again.

Regardless of what has been said and the tens of billions rushing in to “get-rich-quick” off the charred remnants, you will survive – you must survive.  As always my American friend, you know I will continue to work with you for many years to come.

Mobile Outreach

Tuesday, August 5th, 2008

By Mark P. Dangelo

www.Innovative-Relevance.com

What technology reaches one-half of the world’s population of six billion?  Some individuals even have several of them.  Nearly one billion are replaced every year as new innovation and solutions are bundled into multi-functional devices rivaling personal computing power of just a few years ago.  It sales outpaces laptops and desktops by over a four-to-one ratio and landlines by over three-to-one.  It is the mobile handset –an indispensible consumer extension that is growing in importance and functionality. To date, it has been a minimally explored channel for an evolving financial consumer with specific demographics and behaviors.  Yet can it help an ailing industry, vanishing consumer base, and potentially mitigate delinquencies and foreclosures?

You might ask how this is new — voice is voice after all and handsets are not very robust?  Today, nearly one-half of the new handsets are sold with removal storage cards to aid consumers with more personal usage needs such as photos, music, and ringtones.  Increasingly there is a rapidly evolving series of mobile ideas spawned by well backed innovators concentrating on secure FSI applications and customizable delivery.  These cards will become critical to FSI adoption.  Have you taken a look at all the built-in laptop slots to aid in content migration for these little cards lately?

Early adopters have realized that with the radical consumer behavioral shifts and ubiquitous nature of a handset, the “next” generation of FSI and mortgage touchpoints may start and end with these multi-faceted and progressively more powerful customer devices.  Moreover, by 2010, several groups have projected that perhaps 80% of all handsets sold will have removal storage for consumer “side loading” driven by robust applications and functionality introduced by the well known corporate giants of Google, Microsoft, and Apple. 

The mobile handset is far more important that the voice or cell phone that ushered in this decade.  It offers the consumer a device that is highly personal and ultra-portable.  For FSI and mortgage institutions, it has the potential to marshal in new contact methods, products, and services.  It also presents challenges surrounding security, privacy, and independence.  Financial institutions have yet to fully integrate and mine the consumer behaviors and data that can be generated and augmented from the three billion mobile consumers.  The data exists, is growing in sophistication, and has extensive “taboos” surrounding its downstream usage.  Yet a model already exists today and its concept is presented below.

Mobility Model 

Whereas the nuances, privacy, and details are well beyond this column’s discussion, suffice it to say that if lenders and FSI groups proactively aligned their strategies and operations with the growing data volumes being generated, the impacts to operations could represent a quantum leap.  Just as the innovation of mobile banking brought forth new business models, the mobile handset for lenders, real estate professionals, and retail banking holds a new consumer prospect that will likely grow and accelerate not just domestically, but globally.  Voice will continue to be pushed down the value stack in level of consumer and business importance.

The triangular linkage in the preceding diagram speaks to the opportunities and challenges that will be involved – and subsequently will be overcome as demanded by a changing consumer base.  In 2007, I wrote about this changing consumer – keep the car, the HDTV, and the club memberships, but get rid of the house.  As the economy and political uncertainty reaches its peak, watch for more consumers to go “virtual” leaving behind all tethered access and the traditional methods of reaching them.

Mao Tse-Tung, founder of the People’s Republic of China, once said, “Political power grows out of a barrel of a gun.”  I wonder how true this is today when governments are more worried about communications and information accessibility than arms.  Mobile innovation is here and it is accelerating in areas not previously associated with traditional “cell phone” or contact center thinking.  Will FSI and mortgage operations (i.e., technology, models, processes, data, and people) be ready as consumer habits and models undergo a radical and rapid evolution? 

After all, mobile technology has become far more than texting in your favorite group on a reality show – it is a multi-billion dollar business for the ISP’s and operators enveloping not just a consumer but an entire household.  With the foundations already in place, how can FSI and lenders reposition their operations in an effort to reposition decaying business models?

Surviving our Mortgage Industry’s Technological Renaissance

Monday, June 9th, 2008

Technology.  It is a funny sounding word with widespread connotations across an increasingly sophisticated, global base of consumers.  For many of us, Mortgage Technology has more precise denotations surrounding offerings such as AVM, “e” products and solutions, fraud, contact centers, SaaS, SOA, Web 2.x, ITIL, .NET, and the list goes on.  It gains further precision when we add in interoperable standards from MISMO, Adobe, and platform defacto leadership products within our discrete operating environments.  In fact, one can argue that the collective solution set advancements we have witnessed in the last 18 months have been greater than the preceding decade.

Yet, for many decision makers placing their organizational growth and personal careers on the line there is escalating doubt on how these increasingly ubiquitous and commodity like offerings provide lasting competitive and market distinction.  Whether we have been part of an enterprise or point-based implementation program or just read about it, many of us know the perils and unknowns that confront adoption of new or even enhanced mortgage technology solution sets.  We know the failure rates – both as buyers and vendors alike.  So what does it all mean and what talent is required?

Whereas IT philosophers have raised these points on numerous occasions, we seldom move beyond the shock-driven headlines and into the root causes of both failures and the need for continuous innovation.  In a recently published Financial Times article entitled “America cannot afford to drive away talent,” Bob Greifeld, CEO of Nasdaq OMX wrote that he believed our immigration visa approach resulted in, “… policies that drive away the talented young leaders we need to keep the US at the heart of the 21st century.”  Bill Gates echoed a similar dissatisfaction with the H-1B lottery approach (163,000 applicants and 85,000 visas) in March 2008 much to the subsequent displeasure of various domestic organizations.

Some have passionately argued that the acceleration of outsourcing and loss of technology workforces since the post-9/11 events have been a direct result of U.S. visa restrictions.  Others argue that these losses are an outcome of worker rebalancing driven by globalization and the retiring of the domestic baby boomer population.  A few have even placed the challenges and failures at the footsteps of technology education, corporate training initiatives, professional instruction, and IT and association certification programs. 

My personal belief is if we holistically examine the ever-increasing complex technology approaches, these simplistic, siloed classifications no longer work.  Why?  With our specialized offerings now entrenched in data-driven, standards-influenced solution sets, the “blame” for failure and the “recipe” for success cannot be tagged to a single, dogmatic taxonomy.  Multi-faceted revitalization approaches will be required.

Mark Twain was correct, “rumors of ‘our’ death have been greatly exaggerated.”  The media coverage of our pain and the consumer plight is relentless –we are not dead, but in renewal.  As an industry we are, I believe, at the beginning a new mortgage industry technological renaissance.  As time flows into 2009, our renaissance will be one that embraces global workers, data-driven compartmentalized electronic processes, and cross-domain technologies, while at the same time revitalizing and reeducating American workforces.  Our need for adaptive and aggressive technological education will continue regardless of whether you are domestic, or in India, China, even South America.

Technology is indeed a funny and sometimes confusing word.  But unlike the Luddites, we will not be able avoid it as a new technological renaissance dawns.  After all, without superiorly educated and trained technical personnel, how can we innovate, compete, and grow in an increasingly “flat world?”

So what do you believe are the educational and professional challenges facing the “new” mortgage technologists?  Does the salvation of domestic workforces reside with protectionism or with redevelopment of existing workers impacted by layoffs, bankruptcies, and corporate closings?  Is outsourcing (i.e., ITO, BPO and KPO) a bane for professional development and retention, or is it just an option for technical innovation and orchestrated change?  What skill sets are the most important when you look forward?