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Taryn Stanojevic – Head of Marketing
Live Your Brand Campaign
#LYB #OneExperian #PowerofConvergence
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Having reached the final milestone of the brand integration rollout plan in South Africa, an internal Live Your Brand campaign #LYB was launched at the beginning of September to get all employees ready and excited to move forward officially as one united Experian Africa team under the Experian brand from 1 October. The campaign was kicked off with a virtual Brand showcase whereby we unveiled some of the latest brand developments and shared our latest brand video which pays homage to the integration journey we have all been on for the past year and half as well as highlights some of our key differentitors and ambitions across the Africa contitent.
Watch our latest Brand Video to feel inspired about living our brand!
Throughout the month of September, the various marketing team members hosted 15 minute Brand Huddles that covered the various brand items that employees need to be aware of and get themselves organized around before 30 September.
The Brand Huddle sessions included guidance on electronic signatures, LinkedIn profiles, updated Social media platforms, Experian brand assets and available brand tools, the latest updated marketing materials and collateral, website developments as well as what the various reskinned legacy client product interfaces now look like.
All of Brand Huddle presentations and webinar recordings have been saved here for your reference.
Below is a list of helpful links for your ease:
Brand assets
Latest Marketing Collateral
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Ben Richardson – Integration
Integration Update
#PowerOfConvergence #BetterTogether
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All the various integration teams remained committed to their integration goals despite the challenging environment that we have all had to operate under. The Integration Programme as a whole is more than ¾ complete, with 10 of the 27 workstreams concluded thanks to these dedicated efforts!
On the Technology front, the transformation initiative was given the go-ahead and the South Africa Bureau Convergence (SABC) programme kicked off during Q2 FY21 with various projects included in this scope of work. The tenacity of various teams also enabled the closure of the end-user device roll-out, with all legacy devices returned by the end of Aug 2020. Support and security teams successfully rolled-out Experian anti-virus and Transport Layer Security to legacy environments in Stellenbosch. All data teams remain committed to complete the foundational work needed to support the next phases of integration.
After concluding the products and services that Experian will offer to the South African market, the Product Management team focused on the same offerings for the remainder of the African markets. These ROA offerings will soon be underpinned by a robust ROA strategy. The Application Support team also concluded the new Access Management forms for these African markets.
Congratulations to the Corporate Risk and Compliance workstreams which concluded their respective integration scopes during Q2 FY21. Covid-19 introduced new challenges for the Facilities teams, but despite these, the High-Security Areas for South Africa was completed. The Finance team concluded the South African entity rationalisation and are left with some financial planning and analysis pieces to conclude their current scope of work. A BIG CONGRATULATIONS to the Marketing team – we have all been exposed to the magical outputs that this team produced over the past couple of weeks; DigiCADA, Townhall, #LYB, etc. and are looking forward to seeing our new brand developments in action!
Some reminders to take cognisance of:
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Mark Wells – Our Customers
Business Wins
#Wins #Success #Challenges
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As we come out of lockdown, and our customers embark on their recovery plans, our sales team are right there to offer assistance and be top of mind with our value propositions and solutions. We have had a good new business quarter in Q2, beating our beginning of quarter forecast and building a good pipeline for the rest of the financial year. Some of our notable wins over the last month include:
Carmen has successfully renewed the First Rand Bank bureau contract, which comprises FNB, Direct Axis and Wesbank, for another year. Despite the pressure on banking results, and severe budget limitations at First Rand, she was able to upsell them by 23% on last year’s contract. All of that is a further takeaway from TransUnion, which is quite a phenomenal effort. Well done Carmen Bezuidenhout, but she will be the first to acknowledge that we are seen very favourably in the bank because of the excellent service provided by Analytics, Data Ops, Service Desk, Legal, Batch teams and Consultancy. Thank you to everyone that touches First Rand in their daily lives – this renewal and upside are yours too! Carmen couldn’t do it without you. Special mention, too, to Ben Richardson for all the Finance support through the renewal, and our Captain, Ferdie, for his navigation of the data incident right in the middle of this renewal.
But that isn’t all – Annie has managed to get the bureau contract at African Bank committed for renewal, and then just because that wasn’t enough for her, she has also sold an upgrade of PowerCurve Collections to Version 2 to the Bank. This is significant because, at the start of the negotiation, African Bank explained that they had to either slice massive amounts of their spend with us or drop us as a bureau. Not only did Annie renew, but she went a long way to making up the difference with the upsell on software. There was huge support on this from the Decision Analytics team collectively, but a big shout out to Jenny Rowe for her help here, and all of the usual phenomenal support teams around data. Thank you to everyone involved, and well done Annie Naidoo.
We also had significant wins at ABSA ARO, JD Group and RCS (our first Fraudnet deal for a while – well done Russell, Keith and Vihaan!). Well done to everyone. I would love to expand on these for all of you, but Nicola doesn’t give me enough column inches. A really exciting statistic though, is that in the last 2 months from the beginning of August, we have managed to close new business opportunities at 349 unique customers. If you consider all that we have been through as a company, this is quite remarkable. It would be impossible to do without all of us Living Your Brand and working together to delight customers. Thank you, from the sales team, for all that you do… #LYB
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DigiCADA
Feedback post-DigiCADA
#ClientFeedback #DigitalFormat #InsightsNewNormal
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DigiCADA was a free digital edition of our premier client event in South Africa – the Credit and Decision Analytics Conference that took place from 1 – 3 September.
This event offered a unique opportunity for senior executives, managers, and entire teams working in the banking, telecommunications, retail, insurance, and financial services industries to understand the credit-related trends that are prevailing in South Africa and learn about the latest solutions addressing key business challenges across the customer lifecycle.
The content that was covered included the effects of Covid-19 on Businesses and Economies, Fraud & Risk, Credit, Analytics & Decisioning, Disruptive GinTech Trends, Leading Marketing & Loyalty practices, and Innovation.
This digital conference pushed the traditional online webinar format by including a full digitally, all-inclusive conference experience consistening of digital auditorium for all the presentations; there were breakaway rooms to explore additional valuable content and networking discussion areas, interactive polls, quizzes, and competitions to keep clients engaged.
In excess of 262 different companies participated with over 1469 registrations and 47 365 total page views thoughout the three days. The login rate was 97.8%.
We have received some great client feedback through the post conference survey and a number of ‘hot’ leads of clients requesting to be contacted on various topics was shared with the sales teams.
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Frank Lenisa
Managing Exec Rest of Africa and Marketing Rest of Africa Updates
#AfricaNews #Regions #GrowingAfrica
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Unlocking Consumer Credit Potential in Uganda
Experian is developing the first mobile Direct to Consumer solution in Uganda. This innovation will provide in-app credit education to consumers for e.g. borrowing, knowledge of credit report and credit scoring, budgeting, savings, etc; best available credit facilities from a variety of lending institutions; alternative data on geolocation, demographics, contacts, and at later stage, mobile money transaction data among others enabling both invisible and already registered consumers to access credit.
Mobile devices have the highest penetration rate in Uganda according to a FinScope study and are the preferred channel to access consumer financial information that will allow prospective invisible and visible borrowers to apply for credit and to be appropriately matched with the best available credit facilities by lending institutions. This will also encourage repeat borrowing and increase lending volumes for the low-value loan segments and will furthermore enable consumers to create a credit footprint and grow their loans over time through past behavior and shared data.
We envision accelerated growth in the credit sector due to the increased use of digital innovations as lenders are increasingly seeking digital delivery channels, more advanced credit analytics, scoring, and decisioning tools. Therefore, this innovation will provide alternative data for our analytics models and present a growth opportunity for Experian Uganda in the coming years.
In August 2020, the App prototype was tested with FINCA Uganda’s existing consumers who acted as guarantors on an individual or self-managed group basis. Overall, respondents found the app prototype interesting because of its ease of use, easy navigation, and availability of educational resources. In the coming months more testing to larger groups of users will take place.
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Prabashnie Moodley - Our People
HR News
#HeritageMonth #OurCulture #Braai
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Heritage Day on the 24th of September recognises and celebrates the cultural wealth of South Africa. In an address marking Heritage Day in 1996, the late former State President Nelson Mandela said, “When our first democratically-elected government decided to make Heritage Day one of our national days, we did so because we knew that our rich and varied cultural heritage has a profound power to help build our new nation. We did so, knowing that the struggles against the injustice and inequities of the past are part of our national identity; they are part of our culture. We knew that, if indeed our nation has to rise like the proverbial phoenix from the ashes of division and conflict, we had to acknowledge those whose selfless efforts and talents were dedicated to this goal of non-racial democracy”.
Heritage Day is also synonymous with National Braai Day in South Africa. Some call it Shisa Nyama or Ukosa but whatever the occasion, nothing beats gathering around a wood fire to cook a meal and celebrate our culture together.
In celebration of Heritage Day, employees were asked to share their favourite traditional recipe. An exclusive Experian Africa Heritage Day Recipe Book is being compiled in celebration of our beautifully diverse and rich South African culture.
August/September New Joiners, Terminations, Employee movement & Promotions - We welcome and say farewell to employees during August/September and acknowledge movements and promotions. See here.
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Annelene Dippenaar – Legal News
Legal & Compliance
#InterestNCA #JudiciaryCourt
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On 14 August the Gauteng High Court provided clarity on the calculation of interest on initiation fees and charging of pro-rata service charges for unsecured agreements under the NCA.
The court held that interest is charged on the initiation fee and that the pro-rata charging of the monthly service fee that Credit Providers charge their borrowers, should only apply to the first calendar month (as opposed to the first AND the last month), during the course of which the credit agreement is concluded (entered into) and the full monthly service fee can be charged for the month that the agreement terminates.
See our rates and fees clarification document here.
The court confirmed Judge Cameron’s view that: “The main objective is to protect consumers. But in doing so, the Act aims to secure a credit market that is competitive, sustainable, responsible, and efficient. And how it seeks to do this embrace balancing the respective rights and responsibilities of credit providers and consumers”.
These provisions signal strongly that the legislation must be interpreted without disregarding or minimizing the interest of credit providers”.
The full order can be read here
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Net Promoter Score (NPS)
Experian Global’s NPS Survey
#Promoters #ExperianWay
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In October, the Global Customer Experience Team will be running the annual NPS survey, which is a simple single-question survey that divides respondents into three key categories: Detractors, Passives, and Promoters. NPS helps us understand how we can put our clients at the heart of our business.
This will be the first NPS survey Experian is running across the Experian Africa region and presents an opportunity for us to identify those clients that are promoters, and just as important, those that are detractors as they are the ones from which we can learn the most.
The NPS relationship survey considers clients’ insights and loyalty and turns “listening” into “insights” into “action”.
To better understand what the survey is about and why it is important, Ferdie has posted an article for Horizon available here.
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Your News
A view into Simon Rudman
#NewCFO #Congratulations #NextSteps
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Simon is a Chartered Accountant with more than 15 years of experience across various commercial and finance roles in the Credit and Financial Services industries. He has worked for Experian for 7 years, having previously lived in Los Angeles and London before returning to South Africa with his family. At Experian, Simon has had an evolution from accountant into finance business partner into a leader in innovation and has now been appointed as the Chief Financial Officer for Experian Africa.
He is married to Cath, who is a teacher, and he is frequently out-witted by two little ankle-biters called Molly (9) and Noah (6), as well as a Labrador called Comet. It is a known fact that Simon is passionate about financial inclusion and developing products to unlock the African economy for consumers and SMEs and was an integral part in the developing of GeleZAR which is an app designed to provide financial eductation and credit scoring to micro-entreprenuers and individuals to ensure that they get the credit score they deserve.
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