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Roger Peverelli
Roger Peverelli is a partner at consultancy VODW, specialised in customer focused strategies in financial services and co-author of Reinventing Financial Services. What consumers expect from future banks and insurers.
Reinventing Financial Services
‘Reinventing Financial Services. What consumers expect from future banks and insurers’ is the first book on the future of financial services that puts customers centre stage. The book is written by VODW partner Roger Peverelli and 9senses partner Reggy de Feniks, and published by Financial Times / Prentice Hall.
The UK language version of the book is now in its fourth print. The Spanish edition is launched last May and in the coming months six other editions will follow: German, French, Russian, Portuguese (for Brazil), Italian and Korean.
Each new edition includes our latest thinking and additional content related to the target market: extra interviews with industry executives and thought leaders, best practices and research data.
News
18 November 2011
Mobile payments don't hurt
Article by Valborg Korthals Altes and Roger Peverelli in MarketingTribune (in Dutch). When people pay cash the parts of the brain that become active are exactly the same when people experience pain. When credit cards are used there is substantially less activity in these brain parts. How about when people pay with their smart phone? Read more ...
15 November 2011
December 12th in Paris: Launch French edition of RFS
Curious how the financial community in France will react to our book. We will find out on December 12th. ING Direct France is so kind to host the launch event. Interested to come? Just send us an email.
11 November 2011
Sorry - Sold out again! But fifth print is on its way.
Sorry, the English language edition of RFS is sold out again. The fifth print will be available of the beginning of December. Of course we have taken this opportunity to update all consumer research data as well as best practices.
6 November 2011
VODW Launches FuturEyes LAB: professionals co-creating service design
FuturEyes LAB is the VODW exclusive co-creation community. Goal of FuturEyes LAB is to co-create the service design of the future. The community is exclusively accessible to the expert crowd. Would you like to participate as an expert? Or are you interested to use the wisdom and creativity of the FuturEyes LAB expert crowd to dramatically improve your service? Please contact us at
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1 November 2011
Launch Russian edition of RFS: December 8th in Moscow
Sergey Dubinin (Chairman VTB Bank), Oliver Hughes (President Tinkoff Credit Systems), Ivan Svitek (Chairman Home Credit Bank). Aleksey Levchenko (Chairman Renaissance Credit) and Sergey Yakovlev (Director of the International College of Economics and Finance ICEF) are among the thought leaders that contributed to the Russian edition of our book. The foreword is written by Sergey Leontiev, President of the Financial Group Life. Many thanks to our colleague Victoria Yasinetskaya who adapted the book! 'Financial Services Reloaded' will be presented on Thursday the 8th in Moscow. Probusinessbank kindly hosts the launch event. If you are interested to join this event, please send an email to
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25 October 2011
November and December speeches
We will share our view on ''The added value of financial advisors' at the conference of the European Financial Planning Association EFPA at Borsadiner, Barcelona, Spain on November 24th. At December 1st we will do a key note at the conference 'Mobile financial services, social intelligence, and the retail experience', The Hermitage, Amsterdam. We are invited to give a guest lecture at the prestigious International College of Economics and Finance (ICEF) of the State University Higher School of Economics (HSE) in Moscow, Russia on Friday the 9th of December. The 13th of December we will be speaking for the executive members of the Marbella Business Club in Spain.
22 October 2011
Investment advisors overestimate their added value
Private investors and investment advisor think very different with regard to what is important in their relationship. Investment advisors overestimate the importance of their role. No less than 91% think their added value is significant. Unfortunately only 51% of private investors agree. This is one of the results of a survey conducted by Fondsnieuws (part of leading financial newspaper Het Financieele Dagblad) and VODW in September. Read more (in Dutch) or watch the video of the Fondsnieuws Event where the results were presented. Link to video
Photograph by Binh Tran'
19 October 2011
The true meaning of the wisdom of crowds
Interview with Roger Peverelli by Elizabeth Lumley of Finextra at the BAI Retail Delivery conference in Chicago. Social media are not only about communication and reputation. They are also about changing purchase drivers. And that might be even more important. Link to video "day 2"
12 October 2011
FinanzbuchVerlag publisher of German edition RFS
Proud to announce that FinanzBuch Verlag, the leading publisher for the financial community, will publish the German edition of our book. Walter Capellmann is the third author of this edition. Walter is founding partner at Capellmann Consulting in Dusseldorf and has a wide experience in the financial industry, in and outside Germany. The translation is currently taking place and we are in the process of interviewing executives of leading financial institutions in Germany, Switzerland and Austria; among others Herbert Walter, former CEO of Dresdner Bank.
4 October 2011
Can fund managers get closer to customers?
Filmed at the FundForum International in Monaco, Kalpana Fitzpatrick speaks to Andrew Fisher, CEO at Towry, JP Rangaswami, Chief Science Officer at Salesforce.com and Roger Peverelli, looking at how fund managers can create value, the changing behaviour of consumers, and the role of the advisor.
22 September 2011
Launch French edition of RFS beginning of December
We are pleased that Caroline Ollivier-Lamarque is acting as the third author for the French edition. She has a vast experience as a strategy and innovation consultant working for among others the large French financial institutions.
Among others Olivier Mariee (Global CMO AXA), Christian Saint-Étienne (member of the Council of Economic Advisers to the Prime Minister), Jean-Claude Larreche (professor at INSEAD), Guillaume Poli (Chairman Rothschild Financial Services) and Benoit Legrand (CEO ING Direct France) will be contributing to the French edition.
The book will be published by Pearson Education France.
16 September 2011
Lack of connection between fund managers and consumers
In July we spoke at FundForum International 2011 on understanding how your existing and future HNW or retail client base is already fundamentally segmenting itself in new ways.
In an interview, with financial journalist Kalpana Fitzpatrick, Roger describes the six most important trends in consumer behaviour as well as the differences in global trends. He also states that there is a lack of connection and understanding between fund managers and consumers which is something that needs to change.
13 September 2011
Banks have connected to twitter; insurers are lagging
Tweets don’t spark enough dialogue yet. Recent research conducted by VODW took a closer look at how Dutch service providers are dealing with web care via Twitter. A striking outcome is that over half of the 300 tweets that were part of the research remained unanswered. Banks react the most to tweets (78%) while insurance companies react the least (37%). Read more ... 
11 September 2011
Huge gap in perception of price of investment advice
This is the result of research by VODW among bankers, advisors and clients. imagine an investment portfolio of 500,000 euro and a client asking for investment ideas on a monthly basis. Advisors think it would be appropriate to ask 6,200 euro per year for this level of service. Clients think it is not worth more than 3,800 euro per year.
This gap clearly sets the challenge for private banks and wealth managers now Dutch Minister of Finance De Jager is banning kick back fees and costs of advise and service have to be charged to clients transparently. Read more ... (in Dutch)
9 September 2011
Reinventing Financial Services also available for iPad
The link to the ebook version of RFS in the Apple iBook store is http://itunes.apple.com/gb/book/reinventing-financial-services/id456852230?mt=11&uo=4
Alternatively, just use this button and iTunes will open immediately and directly navigate to the correct page.
iPad users can also view the Kindle version of RFS.
The Kindle App can be downloaded via the App Store. The Kindle version of RFS can be downloaded via amazon
7 September 2011
The Spring Project. Co-creating a sustainable financial world
Just kicked off: The Spring Project, a not-for-profit initiative of ‘caring influentials’, who are committed to co-create a more sustainable future for the financial industry. The Spring Project is initiated and supported by Executive Learning Partnership and the Foundation “Encounter of World Views”, with support of The Duisenberg School of Finance, Deloitte, European Leadership Platform, the Stewardship Foundation and VODW. Read more ...
5 September 2011
Articles in El Mundo and Het Financieele Dagblad
Spanish newspaper El Mundo includes our article ‘Un cambio para sempre’. The article deals with the key issues that financial institutions face with regard to the necessary change.
Het Financieele Dagblad (the leading Dutch financial newspaper) features a one page essay on how to accelerate customer centric change. Expect an elaborate white paper on this subject in the coming weeks, so stay tuned!
 
2 September 2011
Key note speech at BAI Retail Delivery Chicago
key note on 'global game changers in retail banking'. Other speakers include President Bill Clinton, Howard Putnam (former CEO, Southwest Airlines) and Randi Zuckerberg (Facebook).
The European Banking Association (EBA) invited us to discuss the future of payments in retail as well as wholesale markets at October 6 in Brussels, Belgium.
A guest lecture is scheduled at ESADE Business School in Barcelona, Spain (October 18).
25 August 2011
September speeches and guest lectures
At the Annual LIMRA Europe conference at September 19 in Amsterdam, The Netherlands, we will share our ideas on the future of life insurance.
Equens invited us to speak about ‘reinventing payment services’ at the Sibos Conference in Toronto at September 20.
Guest lectures scheduled: for the Dutch Compliance Institute at Nijenrode Business School, The Netherlands (September 14) and at Haaga-Helia University in Helsinki, Finland (September 29).
22 August 2011
Reinventing Financial Services - the Brazil edition
Proud to announce a new edition of Reinventing Financial Services.
The Brazilian edition, in Portuguese of course, will be published by Campus Elsevier, the leading management book publisher in Brazil.
20 August 2011
eBook version now available at Amazon.co.uk
Happy to inform you that the English edition of RFS is now available as eBook!
17 August 2011
Reinventing Financial Services - the Russian edition
Our book will also become available in Russian. Business book publisher Mann, Ivanov and Ferber just started translation.
Like all new editions of RFS, also the Russian translation will include additional content: local best practices and interviews with industry thought leaders in Russian market.
We will keep you posted on publishing dates and other forthcoming editions!
6 July 2011
Repositioning the City
Blamed for the recession and pilloried for its bonus culture, the UK financial services sector has become the whipping boy for the public, the media and politicians. So what can be done? Well, rather than muttering that it’s being picked on, it’s time for the UK financial services sector to address its image problem and set about changing perceptions itself. Communicate, the leading UK magazine on reputation management, issued a call to arms and among others asked us to offer manifestos for reputational change. No punches were pulled.
25 June 2011
ING DiBa advises the financial community to read RFS
We are honoured that Roland Boekhout, CEO of ING DiBa, the leading direct bank in Germany and Austria, refers to our book in the foreword of the 2010 annual report of ING DiBa. In our opinion ING Direct is the posterchild of simplicity in financial services, and the massive success across the globe, also shown by the 2010 results of ING DiBa, proves that simplicity is the key to strike the right chord.
18 June 2011
New RFS articles
Danish Finanswatch includes an interview titled ‘Strategi-eksperter: Lyt til kunderne eller tab‘ – in English: Listen to customers or loose.
Leading Dutch financial newspaper Het Financieele Dagblad features an interview in which we argue that simplicity is the key to customer centric change: ‘Eenvoud is het nieuwe toverwoord’.
Austrian BankArchiv published ‘Die wahre Kraft von Online’, the German translation of the article ‘The true power of online’ that featured in EFMA journal earlier.
Dutch MarketingTribune includes an article on digital household budgeting tools.
Many banks offer one, and a lot of customers actually use them. Insurers seem to neglect these tools for customer empowerment. With some of these tools evolving to financial planning instruments that might be dangerous.
1-2 June 2011
Launch of the Spanish edition of Reinventing Financial Services
The Spanish edition of Reinventing Financial Services has been officially launched. In Barcelona the book was presented together with Carina Szpilka, CEO of ING Direct Spain and Jesús Domínguez, publisher of Financial Times Prentice Hall. The launch was attended by over 50 people, among which bankers and insurers of different financial institutions and representatives of governmental organizations. In Madrid we were invited to present the book during Spain's yearly conference ‘Expo Management’. Other speakers at this major event included: Tony Blair, Gary Hamel and Juan Enriquez (Harvard Business School) These events are now followed by extensive media coverage.
↑ Left to right: Roger Peverelli, Reggy de Feniks and Carina Szpilka, CEO of ING Direct Spain.
↑ Presentation with Financial Times/Pearson at Expo Management, Madrid
13 May 2011
RFS best selling management book in Spain
We are delighted to announce that the Spanish edition of Reinventing Financial Services already has become a best seller. At all large bookstores, such as the Relay shops at airports, the book hits the charts reaching a top 5 position so far.
Please check here for order information.
23 April 2011
Spanish edition ‘Reinventar los Servicios Financieros’ for sale
The Spanish edition of Reinventing Financial Services is now for sale, among others at Casa del Libro, FNAC, El Corte Inglés, the bookshops of airports and train stations throughout Spain and online at www.fnac.es. The e-book is for sale here. The Spanish edition includes updates and additional content specific for the Spanish and Latin American market.
15 April 2011
Public appearances and discounts for our readers
The second of June we will be speaking at the ExpoManagement Conference in Madrid. Other speakers include Susan Greenfield, Gary Hamel and Tony Blair.
The 30th of June we will lead a discussion on ‘self directed private investors’ at FundForum 2011 in Monaco, the leading conference for asset managers and private bankers. A 15 percent discount if you use register here.
We will be in Copenhagen Denmark on 18 May to share our view at the Nordic Conference of the Danish Bankers Association.
May 10 we will be participating at the conference of UK magazine Communicate ‘Social Media in a Corporate Context’ in Amsterdam. Enjoy a 10 percent discount if you register at www.communicatemagazine.co.uk/VODW.
2 April 2011
Reinventing Financial Services in fourth revised print
The fourth print of the book has been revised in some areas. Among others several facts & figures have been updated, such as the quickly changing social media numbers.
27 March 2011
Range of RFS articles
EFMA Journal, the leading journal for financial services marketers, features our article ‘The true power of online’. So many banks and insurers are revamping their web presence. If only they would understand the true power of online … Brazilian magazine Ideias includes ‘Reinventar é simples’. In this article we argue that simplicity is the key to customer centric change, and that simplicity cuts both ways: it increases cost efficiency but also brings additional top line growth.
15 February 2011
Launch Spanish edition beginning of May
The Spanish language edition of Reinventing Financial Services is scheduled to be launched beginning of May. Just like the English language edition the book will be published by Financial Times Prentice Hall and distributed in Spain as well as Latin America. The Spanish edition includes updates and additional market research data from TNS Spain and extra interviews with executives from leading Spanish corporations, such as Banco Sabadell, Mapfre and CEO Enric Casi of fashion giant Mango. To preorder the book click
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10 January 2011
Contract signed for Korean edition of Reinventing Financial Services
Proud to announce that the Korean edition of Reinventing Financial services will be published by Maekyung Publishing. Maekyung is the leading financial newspaper and magazine publisher in Korea, sort of the Financial Times of Korea. The edition will also include additional ‘Korean’ content to increase relevancy for the Korean market.
20 December 2010
Reinventing Financial Services in third print
In the first months after the launch Reinventing Financial Services seems to strike the right chord. The book is already in its third print, and has been the best selling English language management book at www.buch.ch in Switzerland and at www.managementboek.nl in The Netherlands. Editions in other languages are expected in the course of 2011.
15 September 2010
Launched at executive seminar
The book is launched at an international executive seminar titled similarly on Wednesday September 15, exactly two years after the collapse of Lehman Brothers. During the executive seminar leading financial institutions such as Allianz, Barclays, Danske Bank Group and Zurich Financial Services shared best practices in customer centricity. The seminar on customer centricity was attended by 150 bankers and insurers of 45 different financial institutions.
↑ Left to right: Reggy de Feniks (9senses), Andrew Clayton (Allianz), Luis Badrinas (Zurich), Mads Helleberg Dorff Christiansen (Danske Bank), Peter Brooks (Barclays) and Roger Peverelli (VODW). Photographs by Norbert van Leijen
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