Hillis Financial Services CEO looks back on industry changes over 50 years, prepares next generation
SAN JOSE, Calif –Hillis Financial Services, a veteran financial services practice in the Bay Area, today honors CEO Jack Hillis for his 50 years of success and for his dedication to preparing the next generation of financial advisors.
“The key to success in financial services is knowing the past – the most expensive words on Wall Street are ‘This time is different,’” said Hillis. “I was on the front lines during three of the four worst market declines in the past 100 years, the Oil Embargo of 1973, the 2000 Tech Bubble Bust and the 2007 Financial Crisis, as well as witnessed the market drop 22 percent on ‘Black Monday’ in 1987.”
“Despite those declines, the Dow Jones Industrial Average has climbed from a low of 689 in 1971 to over 26,000 in 2018,” continued Hillis. “After 50 years, I still learn something new every day and still come to work exhilarated. I constantly remain optimistic about the future and look forward to the coming years.”
According to Hillis, he has seen just about every mistake that investors can make – and witnessed the effects of fear and greed – as well as observed key tactics that make investors successful.
During his 50-year career, Hillis has seen current events, market movements, regulations and new technologies spur watershed changes within financial advisory. To truly understand the industry, it’s important to be familiar with the industry’s profound evolution over the past 50 years.
“When I entered the industry, everyone was a stock broker and financial planning didn’t exist,” said Hillis. “In 1968, investment choices were quite limited and commissions were fixed and very high. Each firm used the same commission schedule and it was non-negotiable. For an investor to get an active stock price he had to call a stockbroker.”
Below is an outline of Hillis’ five-decade career in financial services, written in his own words. It includes his overview of the decades, highlights historic events and related impacts on the market, and spotlights industry milestones.
1968 to 1979
January 1968 was quite an interesting time to become a stockbroker. The Dow Jones was trading in the low-to-mid 900s and investors were anxiously waiting to hit the magic 1,000.
The current events at that time were quite jarring. We had the Tet Offensive, and the Vietnam War was at its peak. Martin Luther King was assassinated, followed by Robert Kennedy; there were riots on college campuses; and Richard Nixon was elected president at the end of this era.
The 1970s was the decade of stagflation. The Dow began at 800 and closed at 839, with it reaching an all-time high of 1,051 and boasting a record volume of 44.5 million shares in 1976.
The investment fallacy of the day was to invest in the ‘Nifty 50.’ These were 50 stocks that were considered one-decision stocks. People bought them and then forgot about them. The problem was Polaroid and Kreske went bankrupt and Burroughs and Simplicity effectively wiped out shareholder equity.
On August 19, 1979, Business Week issued its famed “Death of Equities” issue with the Dow Jones at 875 and about to begin the greatest bull market in history.
One of my steadfast rules is that if you do the opposite of what the media is headlining, most times you will be fine.
1980 to 1989
At the start of the 1980s, interest rates were incredibly high. The prime rate was 15.26 percent and money market funds were paying 12.68 percent. The average mortgage rate was over 17 percent. (I was fortunate, I got my mortgage at 16.7 percent.)
The Dow finally broke out of its era of stagflation and closed at a new high of 2,662.95 in 1987.
October 19, 1987 was Black Monday. It was the largest one-day drop in the history of the stock market. The market was down 22.6 percent in a single day. Due to the lack of technology and the high volume (by 1980s standards), the tape was running anywhere from two to four hours behind. Investors had no idea what the actual price of their stocks were.
By the end of 1989, stocks had recovered to the pre-crash level.
1990 to Present
The Dow hit 3,000 in July 1991, 5,000 in November 1995 and 10,000 in April of 1999.
From 1997 to 2001, there was wild speculation in the markets. Speculators were rushing into stocks that never should have gone public. Day trading became the rage, until day traders lost everything. I remember a comment in the newspaper that said if you were 25 and a millionaire, now you are just 25. In my 50 years, I have never seen a day trader consistently make money. It is impossible. You have to be right too many times.
From a low of 7,891, the Dow recovered to reach a high of 12,820. The financial crisis hit and the market dropped to 6469.
Many in the industry struggled to recover from the dot-com collapse and survive the financial crisis. We survived and flourished by using a proactive approach to controlling risk, having a sell discipline and proper asset allocation strategy.
By 2014, my practice had grown to servicing over $300 million in brokerage and advisory assets through LPL. Rather than fearing the downturns as many did, my experience enabled me to take the emotion out of investing and make clear, confident decisions. Overall, I have remained bullish on the markets, knowing from history they would go back up. I was able to weather the storm and appropriately manage my clients’ investments.
I believe the next five years have the potential to be some of the most dynamic years in my career. I plan to stay actively involved.
“I am dedicated to passing along my knowledge and five decades of experience to the next generation of advisors,” said Hillis. “This means inspiring more Millennials to embark on careers in the industry and empowering them with the knowledge they need to succeed.”
“If new and incoming advisors only take away one lesson from my career, I would advise them to stay bullish on the stock markets and be patient,” continued Hillis. “Despite market volatility, prices have historically gone up over time.”
Hillis currently mentors Dylan Bell, an associate advisor at Hillis Financial Services and a member of LPL’s first class of young advisors in its debut program, the LPL Advisory Institute. Hillis hopes that Dylan will keep Hillis Financial in the forefront of investment advisory for the next 50 years.
After starting his career at a large brokerage, Hillis moved into the independent advisor space where he felt he could better serve his Bay Area clients. He founded Hillis Financial Services in 2001 and has been recognized as part of LPL’s Chairman’s Council from 2002-2018, which is based on an annual production ranking and represents less than 2% of the firm’s advisors nationwide, and as a Top Wealth Manager by the National Association of Board Certified Advisory Practices in 2012 & 2013.
Digital collaboration: Shaping the Future of Finance
By Ryan Lester, Senior Director of Customer Experience Technologies at LogMeIn
With heightened economic uncertainty and increased customer expectation becoming the norm in the banking industry, it is understandable that the sector is struggling to keep afloat. Due to its precarious nature, banking institutions are trying their best to ensure they remain relevant in the competitive landscape and guarantee that their customers continue to be a priority.
When it comes to the first half of this year, the pandemic has shown how easy it is for industries to fail. Customers and companies alike had to get used to the new normal, as physical locations started to close. The banking industry felt this first hand, as banks were made to restructure how their business ran, with restricted opening hours and a wider push to motivate people to use online banking.
While some had already embraced digital options prior to the pandemic, this proved to be a stark contrast to the elderly population, who frequently visited branches to access their finances. Moving forward, banks have to adopt new methods to ensure customers get the most out of our their accounts, without their experience suffering.
Heightened Customer Expectations
When the pandemic reached its peak, people were encouraged to use online banking, as telephone contact was under strain with long waiting times and pressure mounting on contact centre agents. According to Fidelity National Information Services (FIS), which works with 50 of the world’s largest banks, there was a 200% jump in new mobile banking registrations in early April, while mobile banking traffic rose 85%.
With branches remaining closed, customers were continuously being urged to limit the amount of calls they made to the most urgent cases and consider whether they could solve their answers through mobile online banking or checking the company website. Although already being adopted in pockets of the industry, this was a real catalyst that spurred banks to up their game on digital channels and with self-service tools.
Banks are challenged with precariously balancing customer needs with the cost of personalised support. With the demographic of customers changing over the last few years, customers are becoming increasingly younger and more comfortable with technology. Influenced by the “Amazon Effect”, their expectations have raised to an all-time high, placing record strain on the sector
Customer experience isn’t just about support anymore, it’s about serving your customer at every point in the journey. Companies have an opportunity to elevate the experience they provide by moving beyond one-and-done interactions to create continuous engagements with their customers. It is starting to become a primary competitive differentiator in the market and one that doesn’t have a lot of variation. Deploying AI chatbot technology will be able to strategically help banks improve customer experience and raise the level of support that agents provide.
Digital collaboration: Working around the Clock
The benefits of adopting digital channels and self-service tools are second to none. By implementing chatbots, fuelled by conversational AI, banks will be able to help serve a wide range of customer queries and ensure they are protected from fraud and scams.
Conversational AI is exactly what it sounds like: a computer programme that engages in a conversation with a human. When it comes to service delivery, conversational AI can be deployed across multiple channels to engage with customers in ways that effectively address evolving customer needs. At a time defined by COVID-19, self-service tools such a conversational chatbots can work around the clock to solve customer queries in a concise and timely way. Of course, self-service tools won’t completely replace human agents in the banking industry, but they will help companies re-distribute customer traffic and workflows in ways that enhance customer experience. Self-service tools fuelled by conversational AI can also improve employee experience because service employees can handle fewer, but higher-level service tasks that chatbots might escalate to them.
Adopting new tools to help facilitate consistent and concise answers and help maintain customer experience is on the forefront of many industry minds. Banks such as the Natwest Group have seen this first-hand and are testament to the benefits that a good digital experience can provide. Simon Johnson, Capability Consultant, Digital at NatWest Group highlights NatWest’s use of digital tools during lockdown, “Over the last few months, we’ve learnt how to use digital tools to help our employees remotely. From a banking perspective, there have been a lot of changes including base rates, waive fees and the best ways of contacting our vulnerable customers, ensuring we keep them protected from frauds and scams.
“By introducing our Bold360 chatbot interface, Ella, we’ve been able to get relevant information out quickly, apply the best practice and ensure that our customer journeys are being developed correctly. Due to the volume of questions, some of our customers were finding themselves waiting longer than usual. So digital channels become essential to helping reduce the wait time. Using Bold360, we were able to mitigate issues and answer questions in a more timely way through our chatbot.
“Moving forward, as we open more digital services, we are analysing our data to see if customer will return back to their usual way of banking, now that they’ve seen what a good digital experience can provide. Either way, with Ella, we are ready.”
Chatbots and Humans: The Best Option for Customer Service
Over the last year, banking institutions have recognised the power that digital collaboration can have to their success. Delivering exceptional customer service and support is key for any business wanting to stay competitive in today’s market and banks are especially challenged with precariously balancing customer needs with the cost of personalised support. Leveraging the right technology, such as AI-powered chatbots, will enable the banking industry to provide better support and a more robust customer experience in the long term. Other institutions must follow suit, or risk becoming obsolete.
A sleeping digital giant wakes? 4 key trends accelerating payments transformation in the US
By Lauren Jones, International Payments Ambassador, Icon Solutions
The US payments industry is undoubtedly ripe for change. Before the unprecedented shock of COVID-19, digitization and payments transformation initiatives had been organic, piecemeal and predominately the preserve of the largest banks.
Now, increasing pressure means that financial institutions of all sizes are working to define a digital strategy to unlock new opportunities, drive business value, and stay competitive. But beyond the immediate impact of COVID, what underlying trends are accelerating digitization in the US?
- Real-time payments – the stimulus for change
Real-time payments have been met with a degree of caution by US financial institutions. Risking traditional profit generators in return for potential revenues down the line is a gamble many have not been willing to take. But immediate payments are coming to the US whether banks like it or not.
Major payments infrastructure providers, including NACHA and The Clearing House (TCH), have moved to encourage immediate payment adoption in recent years. But the Fed, frustrated with a slow rate of progress, has announced that it is pressing ahead with the implementation of its FedNow system (despite significant industry objection). Although the Fed’s true intentions are open to interpretation and this may just be a play to accelerate private initiatives, it is a clear signal that they mean business.
This means holdouts risk their own ‘Kodak’ moment if they miss the huge opportunities in front of them by fixating on traditional revenue streams. Banks are in a position to support innovation across entire industries such as healthcare, which could be released from the constraints of paper-based bureaucracy and slow, expensive transactions.
Another opportunity that can be unlocked via instant payments is ISO 20022 (used in the TCH RTP system). It is the future of payments messaging standards and can greatly enhance various payments processes through increased data-carrying capabilities. More importantly given the current climate, citizens reliant on federal or state support can benefit from RTPs combined with additional data to immediately access emergency funds.
- The kids are growing up
The US is getting older. Consumers who were 10 when the iPhone first launched are now 23. This means we are seeing a ramp-up of digitally native Gen Z consumers (roughly those born between 1995 and 2010) accessing banking services.
Demographics are an inexact science and not perfect predictors (there are technophobe college students and 100-year-old Instagram influencers), but we can detect noticeable trends.
Younger customers don’t usually choose a bank because there is an ATM in their neighbourhood, a slightly better interest rate or an advert in the newspaper. Rather, a strong digital presence, personalised tools, rewards and experiences, and the trusted recommendations of friends and family, will have a more significant impact on customer acquisition.
Banks must look at the effect this will have on their longer-term digitalization strategy and be able to segment what this emerging customer base might want and how they will interact in years to come.
- Checkmate? Evolving corporate requirements
Corporate treasurers are people and their experience of seamless, immediate payments in their personal lives shapes expectations in the workplace. Although check usage for business-to-business (B2B) transactions is still the norm in the US and barriers remain, corporates are increasingly demanding the ability to transact in a real-time, omnichannel environment, 24×7.
The benefits are clear. Corporate treasurers stand to enjoy enhanced liquidity management and transparency, greater control over payments and enhanced data for reconciliation purposes. And for consumers, alternative digital payment options such as buy now pay later promote choice and flexibility.
- Increasing competition
A significant consequence of emerging consumer and business demand for digital offerings is the increase in competition from fintechs, technology giants and other third-parties. Traditionally, incumbent banks have enjoyed the advantage of consumer trust to offset more limited innovation. But as consumers become more comfortable entrusting their financial transactions to non-banks, banks must differentiate and digitize to remain competitive.
Data is where the technology giants excel, and their ability to personalise experiences and emotionally connect with their users is unprecedented. Banks need to learn from the positive aspects of this model to better understand their users and deliver meaningful, useful products and services.
For data to become the cornerstone of a banks’ customer relationship and take services to the next level, breaking the channel silos and extracting value from a comprehensive dataset will be decisive. But with only 18% of banks reporting that they are in the process of shifting from a transactional revenue model to a data-driven revenue model, this work has some way to go.
Taking customer propositions to the next level
Customers now expect services that work for them, not their banks. All banks, no matter the footprint, need to move quickly to offer a broad digital service platform that adds value to both the customer and the bank.
By defining a robust payments transformation strategy, banks of all sizes can remain fiercely competitive by rapidly lowering costs, unlocking revenues and promoting innovation
Return to Work Doesn’t Mean Business as Usual When it Comes to Travel and Expense
By Rob Harrison, MD UK & Ireland, SAP Concur
The last few months have been an exercise in adaptability for businesses across the UK. With the sudden mandate to work from home, company processes that were ingrained in employees’ day-to-day routines were either put on hold or turned upside down. The new office normal now includes virtual meetings, conversing through instant messaging instead of in the hallway, and the redefining of “business casual” attire.
Many of the processes that have undergone changes fall into the category of travel and expense. With most business travel on hold and the nature of expenses changing, finance managers have had to adjust policies and practices to accommodate the new world of work. Recent SAP Concur research found that 72% of businesses have seen changes in the levels and types of expenses submitted, but only 24% have changed their policies to support this. Examples of travel and expense related changes that were made at the beginning of work from home mandates include:
- A halt to business travel and its associated expenses.
- Temporarily ending expensed meals for business lunches, dinners, or in-office meetings.
- Increase in office expenses like monitors and chairs as employees furnish their home offices.
- New expenses to consider like Internet and cell phone bills for employees who must work from home.
Now, as companies begin thinking about return to work plans, finance managers are discovering it’s not simply business as usual again. SAP Concur research found that many expect finance will return to normal quicker than general workplace practices, but vast majority see the process taking up to 12 months. New policies and processes need to be put in place to accommodate travel restrictions and changes in expenses. While finance managers need to stay flexible as the business environment continues to evolve, spend control and compliance should still be a high priority.
Here are a few questions that can help finance managers prepare for return to work while keeping control and compliance top of mind:
- What will travel look like for the company? Finance managers must work with travel and HR counterparts to determine the need for employee travel, if at all, and how to keep employees safe. At SAP Concur, we surveyed 500 UK business travellers and found that health and safety is now seen as more than twice as important than their business goals being met on trips (34% versus 16%. Clear guidelines should be developed, even if they are temporary or evolving, so it’s clear who can travel, when they can travel, and how they can travel. Duty of care plans should also be re-evaluated and businesses should ensure they know at all times where employees are traveling for business and how they can communicate with them in the event of an emergency.
- Who needs to approve travel and expenses? While it may be temporary, businesses may have to implement a more stringent approval policy for travel and other expenses. Due to health concerns related to travel and the need to conserve cash flow, business leaders like CFOs may want to have final approval over all travel and expenses until the situation stabilises. To help ensure new approval processes don’t cause delays and inefficiencies, finance managers should implement an automated solution that streamlines the process and allows business leaders to review and approve travel requests, expenses, and invoices right from their phones. According to SAP Concur research, 11% of UK businesses implemented some automation of financial processes in response to COVID-19. This is definitely set to increase post-pandemic.
What types of expenses are within policy? Prior to social distancing, employees may have been allowed to take clients out to dinner. In-person team meetings held during the lunch hour, may have included expensed lunches. As employees return to work, finance managers need to determine if these activities and expenses will be allowed again. Clear guidelines must be put in place and expense policies need to be updated to reflect any changes.
- What happens to home office items that were purchased? While new office equipment may have been purchased for employees’ home offices, they remain the business’s property and what to do with them as employees return to work needs to be determined. Perhaps employees will continue to work from home a few days a week and need to keep the equipment to ensure productivity. However, if a full return to work is expected, finance managers have options that can maximise their asset investment and possibly save the company money, like replacing old office equipment with the new purchases, reselling to a used office furniture company, or donating to a non-profit.
- How can cost control be ensured? For many businesses, cash flow will be tight for the foreseeable future. Spend needs to be managed to help ensure recovery and stability. An important aspect of controlling costs is having full visibility of expenses throughout the company. Implementing an automated spend management solution that integrates expense and invoice management brings together a business’s spend, giving finance managers an understanding of where they can save, where to renegotiate, and where to redirect budgets based on plans and priorities.
Once finance managers have asked themselves the questions above and determined how they want to approach travel and expense procedures, it’s vital they create guidelines and communicate clearly to employees. Compliance can only be ensured if employees have a clear understanding of what has and has not changed with travel and expense policies and what’s expected as they return to work.
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