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so when I look back over my career which now spans 30 plus years I can't help but
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look back to when I started my career and I used to think that cios were like the Masters of the Universe now I say
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that because if you think about technology 30 years ago we dictated the space and we held all the knowledge the
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users Community was really dependent upon us to give them what we felt was the right sort of Technology you fast
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forward approximately 15 years later then you have the Advent of the internet and the Advent of PCS now you're living
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in a shared knowledge space users is just now starting to have some real insight about how they could use
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technology but we still more or less dictated the pace now you fast forward all the way to the current the knowledge
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clearly sits with the in user Community they clearly dictate the pace and in a digital world where truly knowledge is
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almost instantaneous cios are almost having to play catch up each and every day to
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day so for me in at least for financial services there's four things that come
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to mind when I think about what is digital first of all the customer experience you know today the customers
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live online and being able to reach out to them and create that online digital experience is Paramount second of all I
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think about digital payments new ways that customers are expecting their ability to be able to make make payments
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three I think about digital marketing we live in a world today where how you think about marketing becomes very
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relevant down to the individual mobile device and then finally I think about social media the fact that we can
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interact in real time with any customer at any point in the day anywhere around the world is really a game Cher so those
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are the four things that come to mind when I think about digital I have no doubt that we are
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living in a real Revolution I mean the the facts speak for themselves if you think about the world's population today
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over 7 billion people in the world you think about the fact that three billion of those are connected on the internet
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two and a half billion of those have smartphones and that's going to grow to
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six billion by the year 2020 we are truly living in a revolution then just take our own company today we have 38
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million digital customers online customers 20 million of those are mobile customers
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and that's growing at a rate of 22% year-over-year you know there's four things when I look
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back on my own career that I think have helped me first one is patience as you're moving along your career
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sometimes you just have to stay the course stay patient and wait for things to go your way but you have to have the
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second P perseverance I can't can't tell you how many times in my career people
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have told me you just can't do that you need to stop going down that road and
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I'll tell you one of the great attributes of leadership is your ability to stay the course and persevere through
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all kinds of adversity third would be performance at the end of the day performance does get you ahead you
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always say you need to look to the left you need to look to the right of the people you work with and someone is
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going to basically move out in front first and foremost because of their performance and finally passion I truly
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believe that great leaders have one characteristics in common and that is they're passionate and people love the
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Fallen people that have great great passion [Music]