Reinventing Financial Services
‘Reinventing Financial Services. What consumers expect from future banks and insurers’ is the first book on the future of financial services that puts customers centre stage. The book is written by VODW partner Roger Peverelli and 9senses partner Reggy de Feniks, and published by Financial Times / Prentice Hall. The book is available in English, Spanish, German, Italian, Russian, Portuguese (for Brazil), and French. Chinese will follow shortly.
Each new edition includes our latest thinking and additional content related to the target market: extra interviews with industry executives and thought leaders, best practices and research data.


October 13, 2013
Key note at ‘Money of the Future’ in Moscow

‘Money of the Future’ is the leading banking conference in Russia. At Thursday 24 October we will open the conference with a key note on ‘Reinventing Customer Engagement’. Line up includes Michal Panowicz, (CEO mBank), Matthias Kroener (CEO Fidor Bank), Josh Reich (CEO Simple), Avishai Ben Tovim (eToro) and Nikolay Nikiforov (Minister of Communications and Mass Media of Russia)
More info at http://finovations.ru/?lang=en

October 11, 2013
‘Winds of change’ in Cologne

Another key note at the 39th annual AMC Forum that takes place November 15 in Cologne. AMC is the German organisation for the insurance industry. More info at http://www.amc-forum.de/content/veranstaltung/details.php?id=1262

October 6, 2013
Masterclass Customer Experience Design in Milan

EMF Group is hosting a Masterclass Customer Experience Design in Milan at 29 October. Other speakers include CX specialists from Cariparma and Generali. For more info please contact Marcella Frati: Marcella.Frati@emfgroup.it

September 30, 2013
A big data strategy requires a mobile strategy

The Sibos supplement of Banking Technology includes our article about a new perspective of big data: the need to have a sound mobile strategy in place that fuels big data efforts with contextual information.

September 22, 2013
Financial institutions should strive to be as popular as Apple

Finnish magazine Finanssi&Vakuutu includes an interview titled ‘Voittajayritys valloittaa sydämet’ (Conquering the hearts of consumers)

August 26, 2013
September speeches in London and Munich

Key note speech at the conference ‘Customer Experience Transformation in Finance’, 16 to18 September in London. Great line up with Barclays, Citibank, Deutsche Bank, Direct Line, JP Morgan, UniCredit and Zopa. More info? Click here! 

Friday 27 September: key note at the conference ‘Umbruch steuern – Denkanstöße für eine Branche im Wandel’ (managing disruption) in Munich. Register here.


August 13, 2013
Wealthy women are demanding

For the first time wealthy women outnumber wealthy men

The UK counts more female millionairs than male. How should private banks respond? Dutch MarketingTribune includes an article on how Barclays Wealth has taken this challenge.

PDF document


August 2, 2013
Follow me on Instagram

During my travels I see lots of things that might spark new ideas. Follow me and see the photos on Instagram.

July 16, 2013
In top 100 Dutch Journal of Marketing

Together with among others VODW colleague partner Maton Sonnemans listed in the Top 100 of the Dutch Journal of Marketing! Like quite a few former VODW colleagues by the way!

June 6, 2013
Banker’s Business: Innovation

One, the magazine of Credit Suisse, includes an extensive interview about innovation at banks.
Available in German, French, Italian and English.

June 3, 2013
Focus on customer experience

The single most important way to restore trust in financial institutions is to connect to consumers more often and to provide more added value in every contact.
Read the interview in Dutch insurance magazine AM Plus


May 30, 2013
Italian edition now available

More than 100 industry executives attended the launch of the Italian edition in Milan. The book is now available in major book stores across Italy. For more info please contact Marcella Frati, marcella.frati@emfgroup.it.

May 5, 2013
Feature article: Insurers should increase visibility

Verzekerd!, the magazine of the Dutch Association of Insurers, features an interview about how financial institutions should restore their pivotal role in economy and society.
Link to article 

May 5, 2013
Launch Italian edition 22nd May in Milan

‘Reinventare i Servizi Finanziari’ will be presented at the ‘Future Financial Services’ conference that will take place at Hotel Principe di Savoia in Milan. Other speakers include executives of Intesa Sanpaolo, Banca IBL, UniCredit Group and Zurich Financial Services.

For more info about the conference or the Italian edition please contact Marcella Frati, the third author of this edition at mfrati@emfgroup.it

April 30, 2013
Interview banken.nl

Banken.nl is a new Dutch website targeted at banking professionals. The launch was supported by this interview.
Link to interview 

April 11, 2013
Summer key notes in Mexico City, Kiev and Helsinki

Roger is invited for the key note at New Banking and Financial Forum 2013 that will take place at May 16 at the Four Seasons in Mexico City.
To register click here 

At May 23 Victoria Palomino Yasinetskaya, colleague and third author of the Russian edition of our book, will speak at Future Wealth 2013 in Kiev about ‘reinventing private banking’.
To register click here 

‘The Future of Financial Services. New possibilities and business models’ is the conference organized by FINVA, the Finnish association of financial institutions, at June 11 in Helsinki.
To register click here

March 23, 2013
VODW: Net Promoter Score of 44%!

Quite proud that according to the annual survey among clients VODW scores an NPS of no less than 44%.

Furthermore, the survey revealed that customer centricity and innovation are on the top of the 2013 agenda of executives.

March 2, 2013
Retail Banking prospects

Russian bankers magazine Банковский ритейл includes the first part of an interview with among others Chris Skinner, Brett King and Christoph Langlois – and Roger

Link to pdf

February 4, 2013
Speaking and attending Finovate London

We will be speaking at the pre-Finovate meeting of Microsoft about ‘reinventing customer experiences’.
Obviously we will be attending Finovate the 12th and 13th.
Follow us on twitter for a live report.

January 26, 2013
Spring key notes in Amsterdam, Dusseldorf, Paris, Helsinki, London and Zurich

In the coming months we will share our view on the future of finance at conferences and executive seminars across Europe and beyond.
Subjects we will cover: ‘Banking in 2020′, ‘Customer centricity’ and ‘Customer experience design’.
Stay tuned for more information.