Social media and financial services

Held on Monday, November 16


  • Mark Cullen (EY)

  • Rafael Gomes (Accenture)

  • Jean Coumaros (Capgemini)

  • Kitty Parry (Social Media Compliance)

  • Francesco Burelli (Innovalue)


This is an important area – but not an easy one on which to get a handle. We’ve looked at it before, and I don’t think I was alone in coming away from the meeting convinced that the main way in which social media impacts on financial services is as a new and very effective channel for customer complaints – and, potentially, for weakening a brand’s reputation.

But there must be more to it than that – and, surely, the potential of social media is so huge that (if we get it right) it must be positive for the financial services sector. It is, therefore, time for a second look, and I am therefore delighted that we have been able to put together a distinguished panel to kick off what I am sure will be a lively discussion:

  • Mark Cullen is the director for brand, marketing and communications, responsible for all communications activity for EY’s global FS practice. Before joining EY in 2011, he was client services director at Publicis working with a number of international companies on their global communications and engagement activity.
  • Rafael Gomes is a consultant at Accenture, specialising in regulatory and reputational risk management and compliance, and is a principal author of Accenture’s report A Comprehensive Approach to Social Media Risk Management and Compliance. Prior to joining Accenture, Rafael held roles as Director of Risk Analytics and Director of Strategic Services at a global intelligence consultancy, now part of IHS Group. Rafael has a PhD in systemic risk and regulation from Nottingham University, and also studied at the London School of Economics and University College London.
  • Jean Coumaros is a Senior Vice President and the Global Head of Financial Services at Capgemini Consulting. Jean’s business focus is on Retail and Business Banking and he has particular expertise in the area Consumer Finance. During his 18 years of consulting experience Jean has worked with a number of financial players across the globe on major issues related to growth and efficiency. Prior to consulting Jean worked in Argentina and Australia as a Credit Analyst for BNP.
  • Kitty Parry is the founder and CEO of Social Media Compliance (SMC) and the Social Media Charter. The SMC has been carefully developed to help regulated firms mitigate the risk of a regulatory breech on social media. Kitty is a serial entrepreneur, setting up her first business at 16 and having been recognised by the WEF as a ‘Global Leader’ in 2014. Kitty is also CEO of Templars, a strategic PR and communications company, whose “company philosophy is built upon the Templars Anticipatory Mindset (TAM)”.
  • Francesco Burelli is an old friend of the CSFI, and currently a partner at Innovalue Management Advisors. He has over 20 years of experience in digital banking, and was named Industry Consultant of the Year 2014 by the ATM Industry Association.

What are they going to discuss? Well, the CSFI’s tech-savvy staff suggest product design, data gathering, regulatory hurdles, and a cool analysis of who is getting it right and who is getting it wrong.