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Lessons on millennials and mobility

Divina Paredes | Aug. 7, 2014
What trends and practices are happening in education and banking that other industries will be facing when this new generation dominates the workforce in the not so distant future?

Minister of Science and Innovation Steven Joyce had hosted a MOOC (Massive Open Online Courses) session, which had the CEO of EdX (online open course) present. There is government interest in that method of delivery. And if you combine it with the ubiquity in giving the customers their time back, which is what mobility does, suddenly you're completely transforming the industry. It's going to change both IT and for some existing methods of delivery.

In the banking sector, look at the successful banks. I just noticed the other day there's virtually nothing I can't do on my mobile with that bank. And securely and quite literally they backed it up with tiers of service.

So if education is all about being customer centric, then the composition of the mobility platform and the ubiquitous delivery through the cloud and through other means is really going to transform industries. But there is a caveat, because large organisations actually need to identify people, such as RealMe [verified online identity] from the New Zealand government.

How do we help our students with the data they get and put it in a meaningful way?

Outcomes are important. Yes, there's a composite ecosystem here that's evolving around us, and it's going at pace. It's not necessarily going all in the same direction, but you can see it coming together. That is going to transform what we do, especially in education. Giving the people what they need to complete their study at their time and cost effectively, ubiquitously, is really where this is moving.

Aubrey Christmas, Elim (Churches) Colleges: Two years ago, we launched our distance learning program. Currently, the distance learning numbers are surpassing the traditional classroom, possibly because it provides people the flexibility to carry on work and studies at the same time. Additionally, they can work and get up-skilled. So again, it's providing a new strategy and infrastructure for these organisations to deliver what has been discussed has become a big challenge.

The word now is 'any pace'. It's about catering for those students' pace and that pace might change depending where they are and what they're doing.

Simon Pomeroy, Westpac: We don't have to educate customers now to use online banking, customers are already there. Fifteen years ago, when we created online banking, we all had to be educated because none of us had used it before. Now, you create services through a mobile phone and customers are using it straight away. So there's a difference now in terms of adoption of technology.

We're always looking at this new technology and seeing what application it could have. But for us it's about customer experience, not about technology. We see what services customers will want to be able to do quickly and easily. Things like viewing account balances -- we used to take a million calls a year to our call centre.


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