[Music] my name's keith pearson i'm the head of financial services go to market for servicenow my background is in financial services i joined servicenow only six months ago coming from a role where i was the head of technology resilience and a program director at lloyd's banking group in the uk so this year we've seen um an awful lot of change in the financial services industry you know many many things that i've disrupted that we didn't see coming and a lot of the focus areas that were traditionally always in place so they need to reduce cost they need to increase output and agility the need to connect the customer and if you like employee experience to join things together and be more integrated and less fragmented in the way that we serve our customers and the need to be able to manage risk and resilience particularly in the uk and ireland operational resilience um as a regulatory outcome um all were already important but i feel that with covert and what's happened this year and the fact that we've had a very real unforeseen but significant event that's impacted financial services the need to focus on these things has almost become even more pointed at servicenow we see a problem really in digital transformation and financial services so some mckinsey research that was done last year suggested that 90 of financial services digital transformations faced problems and the 25 failed completely and if you think about your organization and how much money that involves and how much effort that involves that's lost in unsuccessful transformation we really need to start to think about what the problems are and what are the causes of that level of failure so people talk about culture and not having the right skill set for digital transformation but for me really it's it's all about technology at the heart of it you know we're making acquisitions of tooling and technology that create silos and fragments of data we've got no single view of risk and control we've got no single integrated insight when we're running our businesses and it's very very difficult with such a complex in many cases legacy estate to bring all of those technologies together in one integrated and seamless kind of organism if you like and the picture of roger here really just refers to the needs in a financial services organization to bring all the things that you do as an organization together to operate to the best of your ability and to perform the way that your organization wants to be able to perform in order to do that everything has to be seamless and everything has to be connected and what we see is that a lot of the the leading digital banks even the large legacy ones are taking a view that deals with that fragmentation deals with all of those different silos in a very thoughtful and structured way microservices and apis as an architectural framework rather than monolithic traditional architecture is certainly coming to the fore cloud first gives scalability it gives the opportunity to move away from infrastructure that's not resilient and it gives the flexibility and pace that financial services organizations are looking for but at the same time it introduces regulatory concerns around control and security and customer data and so on so that needs to be dealt with in an appropriate way and finally rather than have thousands of applications under management that require hundreds of developers hundreds of engineers many many supplier relationships potentially thousands to be managed uh and and many connections of disconnected things that need to be brought together um we've seen these banks move towards a more platform platform-based um structure for the future of digital transformation so that rather than um you know 4000 applications under management the future may be less than 50 interconnected cloud platforms um that are very very much more integrated than the technology is today and at servicenow we see that our role to play in getting helping our customers get to that outcome is really to act as a platform for orchestration for financial services we don't feel that um all of that investment that you've made in strategic technologies needs to be thrown away to digitally transform the organization and servicenow has extremely powerful integration data management workflow and automation and insight and analytics capabilities all built on one platform that allow you to connect to the technologies quickly that you want to maintain to remove the technologies and replace them with service now that you want to if you like take out and to really clean up all of that fragmentation all those end users are compute solutions and shadow i.t and manual processes that still plague our environments um servicenow is the ability to to bring those all together and act as that orchestration layer that joins up parts of your organization but also joins up from a front to back perspective the experience that you deliver to your customers a good example is some work that we've done recently with one of the largest uk banks universal banks so retail business commercial business insurance and wealth business and so on and we were working with that bank on a payments transformation operations payment operations transformation and one of the big challenges that they had was that all of that fragmentation all of those disconnected uh tools and so on were plaguing the ability to deliver what was called the payments and error process and payments and error is when i try to make a 50 pound transfer to you and the money somehow goes missing it doesn't reach your account it's out of my account we both phone up our banks or we both walk into our branches and we try and find the 50 pounds and the error process is the process that then is initiated once we've identified that our 50 pounds has gone missing and in that