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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?

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.

Customers rang up asking, 'What's the balance of my account?' We created a simple app called Cash Tank where you can tap on it and get the balance of your accounts straight away. We now see 40 million taps a year with Cash Tank.

Tim Chaffe: At a recent meeting, it was reported that Drop Box was the most used piece of research infrastructure for academics in New Zealand. If you set policies too tightly, if you say you're only allowed to do this or that, then you drive the underground economy of IT. If you don't provide the service to deliver what they need, they'll just graduate to where the service is. And mobile devices make that so much easier than before.

Simon Pomeroy, Westpac: I personally think wearable technology will have a place to play in this element and environment. Wearable technology naturally extends mobile technology.

When you look at the kind of organisations that are developing this technology, they are large technology companies that really understand customer behaviour. My view is wearable technology has a place to play, particularly around health, education and banking, as well as a whole other range of industries. And it will offer customers even faster and easier ways to consume what we're doing today through the mobile phone.

Tim Chaffe, University of Auckland: Finance Minister Bill English recently gave a presentation where he wanted to move to evidence-based policy. If you think about the way that we find out how things work, we do it by surveys and we do it on a retrospective basis. So if we've got everybody with a device and we have everybody interacting we suddenly have live data, live measurement. Measuring how people are using things and being instrumented will help us make much better decisions going forward for some things. It helps us actually know a lot earlier from a research point of view. Does this learning object work or not? You can tell, immediately.

Angsana Techatassanasoontorn, AUT: And you can fine tune it on the spot.

Even though they don't want to engage in email communication during their non-work hours, they see somebody else replying at slightly odd hours. So you get into this 'Everybody else is doing it, I'm doing it too'. My concern would be, are we getting ourselves into an unsustainable work rhythm?

Simon Pomeroy, Westpac: As a bank, we have to make choices -- do we still invest the same amount we've invested for the last 20 years on our physical footprint, or build this in a digital lens because otherwise you're just adding twice the cost?


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