Customer engagement Innovation: Using augmented and ... Engel...Neutopia Engagement Platform June...

Aug 2020

Customer engagement Innovation:  Using augmented and virtual reality

in the financial services sector

Advisor Innovation Summit 2020 Jamie Engel

(C) Neutopia Pty Ltd

Future Minds - Hero’s Journey Talk July 2020

Nasa 1989 Dactyl Nightmare 1990’s

Future Minds - Hero’s Journey Talk July 2020

Future Minds - Hero’s Journey Talk July 2020

Program at BT FinanceFuture of finance in superannuation, insurance, investment using

 • Artificial intelligence & exponential technologies• Improved UX Design• Simulations for investment

Future Minds - Hero’s Journey Talk July 2020

History of VR ARHype cycle curve for VR - SLIDE

Future Minds - Hero’s Journey Talk July 2020

History of VR ARHype cycle curve for VR - SLIDE

Future Minds - Hero’s Journey Talk July 2020

History of VR ARHype cycle curve for VR - SLIDE

Future Minds - Hero’s Journey Talk July 2020

History of VR ARHype cycle curve for VR - SLIDE

Future Minds - Hero’s Journey Talk July 2020

Mixed Reality (MR) and The Hype cycle

Mixed Reality will perform well because it is the combination of both AR and VR.

Mixed Reality may overtake VR and AR.

It has already created hype among people because merges two different technologies.

Future Minds - Hero’s Journey Talk July 2020

What is VR / AR & Mixed Reality (XR)?

Future Minds - Hero’s Journey Talk July 2020

Virtual Reality

Virtual Reality (VR), is a technology that blocks users off the physical world and immerses people in a different virtual surrounding. In other words, it tricks and manipulates the user’s mind to believe a 3D computer-generated environment as real.

Future Minds - Hero’s Journey Talk July 2020

Augmented Reality

AR (Augmented Reality) is a technology by which 3D graphics are placed on top of images in the real world. It is a blending of the virtual world and the real world.Pokémon Go is a recent example of how this technology works.

Future Minds - Hero’s Journey Talk July 2020

Mixed Reality

Mixed reality (MR) is the merging of real and virtual worlds to produce new environments and visualizations, where physical and digital objects co-exist and interact in real time.Rather than overlay images such as Augmented reality it anchors virtual objects to the real world.

Future Minds - Hero’s Journey Talk July 2020

Mixed Reality

Future Minds - Hero’s Journey Talk July 2020

Mixed Reality

Future Minds - Hero’s Journey Talk July 2020

Mixed Reality

https://www.youtube.com/watch?v=Ic_M6WoRZ7k&list=RDCMUCT2rZIAL-zNqeK1OmLLUa6g&index=13

https://www.youtube.com/watch?v=eqFqtAJMtYE&list=RDCMUCT2rZIAL-zNqeK1OmLLUa6g&index=3

Future Minds - Hero’s Journey Talk July 2020

VR/AR/MR convergence withArtificial Intelligence & Machine Learning

Future Minds - Hero’s Journey Talk July 2020

VR/AR/MR convergence withArtificial Intelligence & Machine Learning

With the convergence of big data analytics, AI, ML, cloud computing, and blockchain, the financial sector is evolving to offer increasingly customer-centric solutions.

The potential of immersive technologies to offer excellent user experiences by augmenting digital elements onto the real environment or completely generating a virtual space is expanding rapidly.

Goldman Sachs, believes that the VR market will be worth 80 billion dollars by the year 2025.

Future Minds - Hero’s Journey Talk July 2020

Categories

AR (Augmented Reality) is a technology by which 3D graphics are placed overtop of images in the real world. It is a blending of the virtual world and the real world.Pokémon Go is a recent example of how this technology works.

Source: IDTechEx Research, "Augmented, Mixed and Virtual Reality 2020-2030: Forecasts, Markets and Technologies"

Future Minds - Hero’s Journey Talk July 2020

Various technologies available

Hololens (US $3500)

Magic Leap (US $2295)

Oculus Rift (US $399)

HTC Vive (US $1300)

Future Minds - Hero’s Journey Talk July 2020

8 applications of VR / AR / MR in finance

1. Data visualisation2. Virtual Trading3. Virtual Reality payments4. Customer Service5. Virtual Branches (relevant to Covid)6. Financial Education 7. Recruitment and Training - (appealling to top talent)8. Innovation in Customer Engagement & Acquisition - (appealling to

millenials)

Future Minds - Hero’s Journey Talk July 2020

Data Visualisation for Decision MakingVirtual scenarios / forecasting

Visualising impact of your investment Providing Advice and education across portfoliosBridge the gap between machine data analysis and human understanding.

AR-enabled data visualization can help analysts understand complex data streams

AR and VR, which provide immersive and interactive experiences, can assist by offering the best data visualization experience.

Future Minds - Hero’s Journey Talk July 2020

Data Visualisation

Yield curve by Gregor Aisch and Amanda Cox for the New York Times

Future Minds - Hero’s Journey Talk July 2020

Satisfying different ways that people learn Visual / Analytical / touch / + interactive

Architecture blueprint vs photorealistic rendering / VR walkthrough

Future Minds - Hero’s Journey Talk July 2020

TD Ameritrade’s Chief Technology Officer, Vijay Sankaran, believed that XR (MR) is an “emerging area” of investment for financial services organizations. 

XR (MR) he said, could be utilized in the sector by “people who want to work with their finances in a much more visual way. People who want to interact with their advisors. People who want to visit educational resources. 

“Immersive experiences are going to provide much more opportunities and by 2030 be completely game-changing,” he said.

Satisfying different ways that people learn

Future Minds - Hero’s Journey Talk July 2020

Post Covid world How do we share things experientially along with simulation that use VR / AR / MR?

Remote learning

Future Minds - Hero’s Journey Talk July 2020

Post Covid world How do we share things and experientially / simulation with VR / AR / MR?

Remote learningZoom + VR / AR / MR

Interacting with clients in a shared virtual space

spatial.io

+

Future Minds - Hero’s Journey Talk July 2020

Post Covid world

Spatial.io

spatial.io

Future Minds - Hero’s Journey Talk July 2020

Future Minds - Hero’s Journey Talk July 2020

Examples (5 minutes)3-5 examples of latest VR / AR innovation in financial sector

Video examples + Screenshots

Citibank Hololens Holographic Workstation - SLIDES/VIDEOhttps://www.youtube.com/watch?v=0NogltmewmQ&feature=emb_logo

Future Minds - Hero’s Journey Talk July 2020

Citibank Hololens Holographic Workstation

https://www.youtube.com/watch?v=0NogltmewmQ&feature=emb_logo

Future Minds - Hero’s Journey Talk July 2020

Remote & Virtual Branches

Virtual AI - Amazon Sumerian sales and support bots / digital assistantsAutomated services(relevant to Covid)

Future Minds - Hero’s Journey Talk July 2020

Stock portfolio Management assisted by Virtual Advisor Built on Amazon Sumerian - Virtual assistance bot

https://www.youtube.com/watch?time_continue=2&v=FwNsDQLiazU&feature=emb_logo

Future Minds - Hero’s Journey Talk July 2020

Fidelity Labs - Stock City

https://www.youtube.com/watch?v=YQ2-8_2Vwpw

Future Minds - Hero’s Journey Talk July 2020

Fidelity Center for Applied Technology

https://www.youtube.com/watch?v=-6cgh1vpQBw

Future Minds - Hero’s Journey Talk July 2020

Customer Experience-Centric

Customers will be better educated, and readily available information will drive communication.

Customers would stay with an institution because the experience is better than anywhere else.

These benefits will result from the combination of human and artificial strengths.

As the world becomes more and more connected in the online environment, the role of augmented and virtual reality will increase in the banking industry.

Future Minds - Hero’s Journey Talk July 2020

Education

How to engage and educate clients and learnersHow to optimise ongoing education and professional development

AR / VR / MR are great to consider as they continue to mature.

Future Minds - Hero’s Journey Talk July 2020

Neutopia Learning Experience Platform (LXP)

Our Focus is:Transformation of the learning experience

Increase ongoing engagement

Innovation in education for employees (Learning and Development) Making education more accessible and engaging for their clients

• Building community• AI recommendation systems• Personalised learning pathways

Neutopia Engagement Platform Aug 2020

Built for Lifelong LearningENGAGE

PersonaliseDISCOVER

People & OpportunitiesCONNECT

Communities and Events

Sydney,

1. Member selects interests

3. Recommendations for content & courses

2. Recommendations for communities & events

Neutopia Engagement Platform Aug 2020

Personalised Onboarding

Neutopia incorporates design patterns from leading social platforms; harnessing AI for recommendations and personalising content based on individual preferences.

This personalisation allows Neutopia to function like a ‘Spotify for knowledge’.

Neutopia Engagement Platform June 2020

Decisions Through DataHarness rich analytics to create business insights

• Generate real time analytics and granular data ie. learner interests - trends, content, courses, events

• Early identification of learner interest and market trends informing course and content programming

• Learners and stakeholders drive expanding areas of individual interest 

• Platform continually refines relevance of the content

Future Minds - Hero’s Journey Talk July 2020

To sum up:

Technology can be used to support:

1. Storytelling with Data

2. Visual Experiences (including 3D and interactive)

3. Humanising the customer experience

4. Understanding complex data / processing simulation

5. Education and communication of information through multiple modes (visual, sound, touch) based on preference of client

Future Minds - Hero’s Journey Talk July 2020

Thank You!

Neutopia - Investor Deck August 2019

August 2020 (C) Neutopia Pty Ltd

https://www.neutopia.co/

jamie@neutopia.co M +61 431 184 888