Written by: Lucille Mayer | Chief Information Officer of Client Experience Delivery, BNY Mellon
Amazon, Airbnb, Uber. Thanks to these and other digital disruptors, every company today needs a compelling, technology-driven business model and strategy to stay relevant and attract consumers who demand speed, convenience, reliability and quality in every transaction or customer service experience. The business-to-business space, however, lags somewhat behind consumer products and services in using technology to transform the client experience—despite that B2B clients, discerning retail consumers themselves in their personal lives, expect the same experience from companies servicing their businesses.
At BNY Mellon, we keep those high expectations in mind as we develop our own technology. In developing BNY Mellon NEXENSM, which delivers BNY Mellon solutions, tools and data from one digital investment platform, we brought our clients into the collaboration and creation process to help us shape an ideal user experience. We also considered the developer experience on NEXEN, so that our developers, and those at our clients, at fintechs and other third-parties consuming our APIs, would feel engaged and inspired in working with us to extend the platform’s capabilities.
Having an “outside/in” perspective enables us to cater to today’s consumer expectations, create new experiences and stand out from the competition, and it is absolutely imperative to invite diverse perspectives to the table to ensure we are delivering solutions that truly address the distinct needs of our clients. Diversity of all kinds is proven to improve a firm’s performance, increase output and deliver stronger results.
BNY Mellon’s commitment to diversity includes expanding our technology cadre—and our leadership in particular—to include more women technologists. Our Women in Technology program helps women to grow their network, develop new skills, and pair high-potential women technologists with technology leaders that mentor and advocate for them. We also partner with organizations like the Anita Borg Institute, which works to advance women technologists and elevate them to leadership roles. Its vision of “a future where the people who imagine and build technology mirror the people and societies they build it for” is one we at BNY Mellon share.
Chief Information Officer of Client Experience Delivery, BNY Mellon
Lucille Mayer is the Chief Information Officer of Client Experience Delivery at BNY Mellon. Client Experience Delivery has responsibility for all client touch points: portals, mobile solutions, web services/open architecture and information delivery experience; as well as the development, testing and delivery of these client solutions.