CIO Straight Talk - Issue 2 - 71

Customer experience transformation
The banking industry, like many other industries, is undergoing a
drastic transition to new ways of attracting, acquiring, and engaging
customers. The boundaries between personal banking, retail banking,
and business banking have diminished and the industry is facing a
future in which most touch points of the customer experience will most
likely be channeled through one device, a mobile device – especially
when immediate feedback is required and actions need to be taken.
AEGON, a leading life insurance, pension and asset management
company, wanted to reach out to a larger user base with an intuitive smart
phone application. HCL developed a mobile application that allows
AEGON’s customers to interact directly with the bank, performing tasks
such as calculating their maximum eligible mortgage loans, checking
interest rates, getting a stock quote, exploring a neighborhood, and providing feedback to the company. AEGON recorded 10,000+ downloads
within the first week of the application’s launch. (For more on this
initiative, see the accompanying article “Using Mobile Applications to
Gain a Competitive Advantage,” by Kees Smaling, AEGON’s CIO).

Mobility Challenges
In many organizations, the IT department has been playing catch-up
with the proliferation of mobile devices in the enterprise and the development of mobile applications by business units for specific tasks,
campaigns, and other point solutions. In survey after survey, senior IT
and business executives express their concerns around the need to
consolidate their companies’ mobile efforts, to integrate them with
enterprise IT, and to establish standards for developing and implementing mobile solutions. They want to ensure that all mobile devices with
enterprise access are compliant with corporate standards, while providing support for heterogeneous mix of mobile platforms and ensuring
the flexibility the business needs in terms of timely deployment of new
mobile applications. CIOs should bear in mind some of the specific
challenges associated with mobile technology:
• Legibility and readability of mobile devices
• Customer privacy and data security
• Storage capacity, screen real estate, and processing speed
limitations
• Inconsistent connectivity and speed
• User desire for device independence – i.e., ensuring that users of
a variety of mobile devices can access the mobile applications
and easily input data to the application
• In-house availability of mobile application development skills
• Effective integration with back-end legacy systems

Mobility-as-a-Service
HCL is building on its long experience with mobile-device technology to take a leading role in the development of enterprise mobility
solutions and assist its customers with the challenges and opportunities brought about by the rise of enterprise mobility. As a global
systems integrator, HCL has been at the cutting edge of mobile
device technology since 1999, and it has led the design of missioncritical mobile applications around the world. HCL brings to the

Using Mobile Applications
to Gain Competitive Advantage
by Kees Smaling, Chief Information Officer,
AEGON
WONEN, an intuitive iPhone app offered by AEGON and
developed by HCL, is a handy tool for home hunters and
buyers in the Netherlands. It’s the first time that an iPhone
app, apart from calculating housing costs (maximum
mortgage eligibility and EMI) and current market interest
rates, also provides a deep understanding of the residential
locality that the house hunter is considering.
This application has become very popular within a
relatively short time. Prospective home buyers can use it
to check their mortgage eligibility. For existing mortgage
holders, the application moves the monthly paper-based
transactions with the mortgage loan provider online and
provides anywhere, anytime access to mortgage accounts.
There are also added features such as constantly updated
information about the neighborhood where the house is
located.
With this application, we reduce complexity for the
existing customers and increase our market share through
multi-channel distribution strategy. I believe this
represents an important shift in our industry. No longer
can we differentiate ourselves with products – all competitors provide similar products. The way to differentiate
AEGON now is to innovate in services, and mobility
provides a competitive advantage, at least for now.
In 2011, we took this approach globally, with AEGON’s
first iPad app. It features interactive tools that give users
an engaging overview of the company, our products and
services and our core business of life insurance, pensions
and asset management around the world. More mobile
apps are in development and will be accessible through a
range of tablets and smartphones including iPhone and
BlackBerry, as well as those running on Android.

CIO Straight Talk //

71



CIO Straight Talk - Issue 2

Table of Contents for the Digital Edition of CIO Straight Talk - Issue 2

CIO Straight Talk - Issue 2
Contents
So What Do CIOs Want
Innovation at the Periphery
The CIO as Thought Leader
Career Move: From Managing Technology to Managing Change
Every CIO is in the Information Business
Analytics and Decision Making
Putting IT at the Center of the Customer Experience
Pick n Pay Focuses on Delivering Value to Customers
Bringing "Lean" to IT
Whither the Cloud in a Stormy IT Enviroment?
Management by Driving a Stake in the Ground
From Data Processing to Orchestrating Knowledge
Extreme Collaboration
Enterprise Mobility: Delivering the Connected Customer Experience
CIO Straight Talk - Issue 2 - CIO Straight Talk - Issue 2
CIO Straight Talk - Issue 2 - Cover2
CIO Straight Talk - Issue 2 - 3
CIO Straight Talk - Issue 2 - Contents
CIO Straight Talk - Issue 2 - 5
CIO Straight Talk - Issue 2 - So What Do CIOs Want
CIO Straight Talk - Issue 2 - 7
CIO Straight Talk - Issue 2 - 8
CIO Straight Talk - Issue 2 - 9
CIO Straight Talk - Issue 2 - 10
CIO Straight Talk - Issue 2 - 11
CIO Straight Talk - Issue 2 - 12
CIO Straight Talk - Issue 2 - 13
CIO Straight Talk - Issue 2 - 14
CIO Straight Talk - Issue 2 - 15
CIO Straight Talk - Issue 2 - 16
CIO Straight Talk - Issue 2 - 17
CIO Straight Talk - Issue 2 - Innovation at the Periphery
CIO Straight Talk - Issue 2 - 19
CIO Straight Talk - Issue 2 - 20
CIO Straight Talk - Issue 2 - 21
CIO Straight Talk - Issue 2 - The CIO as Thought Leader
CIO Straight Talk - Issue 2 - 23
CIO Straight Talk - Issue 2 - 24
CIO Straight Talk - Issue 2 - 25
CIO Straight Talk - Issue 2 - Career Move: From Managing Technology to Managing Change
CIO Straight Talk - Issue 2 - 27
CIO Straight Talk - Issue 2 - 28
CIO Straight Talk - Issue 2 - 29
CIO Straight Talk - Issue 2 - Every CIO is in the Information Business
CIO Straight Talk - Issue 2 - 31
CIO Straight Talk - Issue 2 - 32
CIO Straight Talk - Issue 2 - 33
CIO Straight Talk - Issue 2 - Analytics and Decision Making
CIO Straight Talk - Issue 2 - 35
CIO Straight Talk - Issue 2 - 36
CIO Straight Talk - Issue 2 - 37
CIO Straight Talk - Issue 2 - 38
CIO Straight Talk - Issue 2 - 39
CIO Straight Talk - Issue 2 - Putting IT at the Center of the Customer Experience
CIO Straight Talk - Issue 2 - 41
CIO Straight Talk - Issue 2 - 42
CIO Straight Talk - Issue 2 - Pick n Pay Focuses on Delivering Value to Customers
CIO Straight Talk - Issue 2 - 44
CIO Straight Talk - Issue 2 - 45
CIO Straight Talk - Issue 2 - 46
CIO Straight Talk - Issue 2 - Bringing "Lean" to IT
CIO Straight Talk - Issue 2 - 48
CIO Straight Talk - Issue 2 - 49
CIO Straight Talk - Issue 2 - 50
CIO Straight Talk - Issue 2 - Whither the Cloud in a Stormy IT Enviroment?
CIO Straight Talk - Issue 2 - 52
CIO Straight Talk - Issue 2 - 53
CIO Straight Talk - Issue 2 - 54
CIO Straight Talk - Issue 2 - 55
CIO Straight Talk - Issue 2 - Management by Driving a Stake in the Ground
CIO Straight Talk - Issue 2 - 57
CIO Straight Talk - Issue 2 - 58
CIO Straight Talk - Issue 2 - From Data Processing to Orchestrating Knowledge
CIO Straight Talk - Issue 2 - 60
CIO Straight Talk - Issue 2 - 61
CIO Straight Talk - Issue 2 - Extreme Collaboration
CIO Straight Talk - Issue 2 - 63
CIO Straight Talk - Issue 2 - 64
CIO Straight Talk - Issue 2 - 65
CIO Straight Talk - Issue 2 - Enterprise Mobility: Delivering the Connected Customer Experience
CIO Straight Talk - Issue 2 - 67
CIO Straight Talk - Issue 2 - 68
CIO Straight Talk - Issue 2 - 69
CIO Straight Talk - Issue 2 - 70
CIO Straight Talk - Issue 2 - 71
CIO Straight Talk - Issue 2 - 72
CIO Straight Talk - Issue 2 - 73
CIO Straight Talk - Issue 2 - 74
CIO Straight Talk - Issue 2 - Cover3
CIO Straight Talk - Issue 2 - Cover4
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