Smarter Digital Banking

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Smarter Digital Banking: Leveraging New Capabilities with Big Data

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Smarter Digital Banking

  1. 1. Smarter Digital Banking:Leveraging New Capabilitieswith Big DataSponsored by
  2. 2. Webcast LogisticsOptimize your experience today• Enable pop-ups within your browser• Turn on your system’s sound to hear the streaming presentation• Questions? Submit them to the presenters at anytime on the console• Technical problems? Click “Help” or submit a question for assistance
  3. 3. Featured PresenterOur speaker today is: Marc Andrews Vice President, Global Big Data Industry Team, IBM
  4. 4. Smarter Digital BankingUsing Big Data to Transform the Banking Experience © 2012 IBM Corporation
  5. 5. Agenda • Market Forces Driving Action • The Future of Digital Banking • Pursuing Next Generation Capabilities5
  6. 6. Market Forces Dictate Action Other banks have plans to deliver …profit margins in Europe’s banking industry will remain under pressure as enhanced mobile the sovereign debt crisis curbs client activity and competition increases. Pressure on margins and higher capital requirements “are the new normal.” and online …Executives at New York-based capabilities resulting margin compression JPMorgan expectmillion decline in the to cause a $400 low rates and Continued margin consumer and business banking net incomethreat of Large this year… pressures and disintermediation Online Innovation Plans reduced profitability Plans Mobile Innovation by non-traditional in traditional banking financial service products providers As a result of new global, regional, and national regulations, and absent any mitigating action by banks or material changes in the economic and competitive environment, return on equity for retail banking Europe’s four largest markets is Banks must continue to…intense competition and low interest rates are causing margin pressure expected to fall on average from about 10 percent to 6 percent, a decline of 41 percent…But individual banks canrevenues and profits over the 12-18 month outlook deliver new, innovative digitalthat will likely further erode the banks already-weak rebuild ROE…substantial business-model realignment is the single most important lever.period…[one of] the main drivers of the outlook are margin pressure for pursue alternative services andbanks, owing to intense competition, low interest rates and limited loangrowth… revenue streams6
  7. 7. Mobile is the deciding factor when switching banks For customers already using mobile banking, mobile banking features are the most important deciding factor (32%) when switching banks, more important than fee (24%) or branch location (21%) or services (21%) • Mobile banking adoption expected to approach 50% by 2016 – Was 15% in beginning of 2012 – Between age 18-34: 30% – Between age 35-54: 15% • 39% say mobile offerings were important in their decision to switch banks • Mobile banking users who switched banks in the past year: – 32% chose mobile banking as preferred attribute – 24% fee level – 21% branch convenience – 21% customer service – 9% deposit rate • Opportunities for differentiation are opening for banks Source: Alix Partners, http://www.alixpartners.com/en/MediaCenter/PressReleaseArchive/tabid/821/articleType/ArticleView/articleId/203/Smartphones-Rapidly-7 Transforming-Mobile-Banking-From-New-Concept-to-Tablestakes-According-to-AlixPartners-Study.aspx, Feb 22, 2012
  8. 8. Key Capabilities That Must Be Considered Access core banking services from anywhere, anytime with an ease that delights integrated across all channels Provide new services that extend beyond traditional banking to help customers make the most of their time and money Drive outbound communication and interaction when “customer” considers valuable – relevant, timely and helpful 8
  9. 9. CUSTOMER JOURNEY Part 1 Pierre, a native Parisian, goes out shopping one Saturday9
  10. 10. Bouygues3G 10:00 AM 1 OFN OFN – Could you use more spending money? You’ve been pre-approved for a credit line increase – would you like to learn more? Cancel OK powered by
  11. 11. Bouygues3G 10:01 AM OFN OffersYou have been pre-approved for a €5000increase in your credit line at your currentinterest. Just click “Accept” now andaccess additional funds immediately.If you accept, you will receive 60 daysinterest free payments on any purchasesmade in the next 12 hours.Current Balance: €11,237Current Line: €15,000New Line: €20,000 Accept No, thanks powered by
  12. 12. Bouygues3G 10:48 AM 1 OFN OFN – Save Receipt? We noticed you recently made a significant purchase – would you like to save the receipt? Cancel OK powered by
  13. 13. Bouygues3G 10:49 AMCancel Digital Vault Add New Receipt Label: New LED TV Add to Home Inventory? YES Take Photo powered by
  14. 14. Bouygues3G 11:30 AM 1 OFN OFN – Lunch Offer We found a great deal on lunch at a nearby restaurant, would you like to take a look? Cancel OK powered by
  15. 15. Bouygues3G 11:31 AM OFN OffersHighlights Details Map powered by
  16. 16. Bouygues3G 11:32 AM OFN Offers 30% off 30% off any entrée over €30 Just present this offer and barcode to the merchant and pay with your OFN card to redeem. Bon appetite!30% off any entrée over €30 Highlights Details Map powered by
  17. 17. Data Monetization Opportunity via Mobile What consumers are interested in using their mobile phone for Biggest gap17 Source: Consumers and Mobile Financial Services, Federal Reserve System, Mar 2012 Source: The CMO Site, Getting the Most from Mobile Marketing
  18. 18. Bouygues3G 12:58 PMLogout Payments Pay Mobile & Email merchants payments Mobile Facebook check deposit friend payments Order foreign currency powered by
  19. 19. Bouygues3G 12:59 PMLogout Make a PaymentPayee Guillaume Audebert +33 6 23 44 87Message For train ticket to Geneva TAP TO EDIT AMOUNT € 70 + €5 + €10 + €20 + €50 Send Payment powered by
  20. 20. Bouygues3G 1:06 PMLogout Payments Pay Mobile & Email merchants payments Mobile Facebook check deposit friend payments Order foreign currency powered by
  21. 21. Bouygues3G 1:07 PMLogout Mobile DepositCamera Make sure the entire cheque is inside the blue box and touch the “Take Photo” button when you are ready Take Photo powered by
  22. 22. Bouygues3G 1:07 PMLogout Mobile DepositDeposit DetailsDeposit OFN Current AccounttoAmount 70,00Currency Euro (€) Make Deposit powered by
  23. 23. CUSTOMER JOURNEY Part 2 Pierre travels to Geneva for the weekend23
  24. 24. Swisscom3G 11:21 AM 1 OFN OFN – Fraud Warning We noticed unusual activity just now on your OFN card. Please click OK to confirm the transaction or alert us. Cancel OK powered by
  25. 25. Swisscom3G 11:21 AM 1 OFN Please Enter Your Pin * * * Cancel OK powered by
  26. 26. Swisscom3G 11:22 AM Logout Fraud AlertsAccount Number: 12345678Sort Code: 11-22-33An attempted charge was made in Switzerland(Watch Emporium). Please approve or reject thetransaction. Reject ApprovePlease let us know how long you will be inSwitzerland: 2 days 6 Inform us Call Call Me powered by
  27. 27. Mobile Payments Transaction value and volumes expected to grow in North America by more than 3X in next 3 years Mobile Payment Transaction Value (billions of dollars) 2010 2011 2012 2013 2014 2015 North America $4.3 $14.2 $30.2 $53.8 $80.4 $109.4 Worldwide $58.9 $105.9 $171.5 $255.8 $352.7 $472.8 Mobile Payment Transaction Volumes (millions of transactions) 2010 2011 2012 2013 2014 2015 North America 105 347 736 1,261 1,934 2,694 Worldwide 2,007 3,580 5,707 8,468 11,806 15,993 Source: Gartner, “Forecast - Mobile Payment, Worldwide 2009-2016”, May 201227
  28. 28. Hana Bank – Mobile Wallet for Everyone • Balance • Top Up • Send/Receive • Dutch Pay • Wheel of Fortune • Give Allowance • Remote ATM Withdrawal Includes non-Hana Bank account holders & unbanked customers Cell phone number as a bank account Online transfer or ATM to top up balance Multiple Money Transfer Options Direct Purchase or Mobile Gift Certificate (15K+ stores)28
  29. 29. CUSTOMER JOURNEY Part 3 Pierre spends a lazy Sunday morning at home reviewing his finances29
  30. 30. 10:00 AM iPad 3 OFN
  31. 31. iPad 10:00 AM OFN – Virtual Branch powered by Accounts Payments & Transfers Spending Manager Financial Manager Locator Digital Vault Alerts 3Jul 2, 2012 4:10 PM CETBased on our analysis of your typicalspending, you may not havesufficient funds in your currentaccount.Jul 2, 2012 5:30 PM CETNew – OFN Charitable Saver is nowavailable in France.Jul 2, 2012 7:30 PM CETBased on comparison with yourcommunities, you may be able tosave money on your utility bill. Talk or chat with us now…
  32. 32. iPad 10:00 AM OFN – Virtual Branch powered by Jul 2, 2012 4:10 PM – You may not have sufficient funds in your current account Accounts Based on our analysis of your typical spending, you may not have sufficient funds in your current account. We’ve reviewed what others have done to come up with some suggestions about how we can help you resolve this situation – please click on Payments & Transfers an option below to find out more, or feel free to contact us directly to discuss. Your typical non-discretionary monthly spend: € 4500,00 Spending Manager Remaining current account balance: € 3431,90 Financial Manager Recent spending Date Merchant Location Amount Available Balance 03/07/12 15:30 Watch Emporium Geneva, Switzerland - 2895,00 € 3431,90 Locator 02/07/12 13:00 Villa Spicy Paris, France - 150,00 € 6326,90 02/07/12 11:00 Fnac Paris, France - 1023,10 € 6476,90 Digital Vault Recommendations based on your peer group and communities Alerts 3 74% of 25% of 13% of peers peers peersJul 2, 2012 4:10 PM CETBased on our analysis of your typical OFN Smart Sweep Overdraft Personal Loanspending, you may not havesufficient funds in your currentaccount.Jul 2, 2012 5:30 PM CETNew – OFN Charitable Saver is nowavailable in France.Jul 2, 2012 7:30 PM CET Talk or chat with us now…Based on comparison with yourcommunities, you may be able to Video Conference Talk to Agent Chatsave money on your utility bill. 2 3 7 minutes available now available now
  33. 33. iPad 10:02 AM OFN – Virtual Branch powered by Back Video chat with Customer Service End Call Accounts Payments & Transfers Spending Manager Financial Manager Locator Digital Vault Alerts 3Jul 2, 2012 4:10 PM CETBased on our analysis of your typicalspending, you may not havesufficient funds in your currentaccount.Jul 2, 2012 5:30 PM CETNew – OFN Charitable Saver is nowavailable in France.Jul 2, 2012 7:30 PM CETBased on comparison with yourcommunities, you may be able tosave money on your utility bill. Currently chatting with Paul Bellanti…
  34. 34. iPad 10:01 AM OFN – Virtual Branch powered by Back OFN Smart Sweep Accounts Linked Cash Account Linked Excess Account Payments & Transfers OFN Current Account Direct Savings Account Number: 12345678 Account Number: 12345678 Spending Manager Sort Code: 11-22-33 Sort Code: 11-22-33 Financial Manager Minimum balance: € 4500,00 € 4500,00 Locator • If the balance in your Linked Cash Account drops below this amount, money will be automatically transferred from the Linked Excess Account in order to maintain the minimum balance. Digital Vault Maximum balance: € 7500,00 € 7500,00 • If the balance in the Linked Cash Account exceeds this amount, the amount in excess will be automatically transferred to the Linked Excess Account Alerts 2Jul 2, 2012 5:30 PM CET Change Linked Accounts Apply New Balance LimitsNew – OFN Charitable Saver is nowavailable in France.Jul 2, 2012 7:30 PM CETBased on comparison with yourcommunities, you may be able tosave money on your utility bill. Currently chatting with Paul Bellanti…
  35. 35. Alior Bank – Launching a Virtual Bank Virtual Branch interface provides …virtual teller can assist New brand created online teller interaction… with transactions for “Virtual Bank” Global Banking Innovation Award Mobile app enables customers to …and electronic payment is take pictures of bills… automatically generated35
  36. 36. iPad 10:01 AM OFN – Virtual Branch powered by OFN Personal Loan Form Send Close Accounts Personal Information Calculate and Review Confirm and Submit Payments & Transfers Spending Manager My Views Locator Digital Vault My Wall 1Jul 2, 2012 5:30 PM CETYou qualify for a special rate on anOFN Secured Personal Loan Talk or chat with us now…
  37. 37. powered by RUPERTPierre PIERRE M
  38. 38. iPad 10:01 AM OFN – Virtual Branch powered by OFN Personal Loan Form Send Close Accounts Personal Information Calculate and Review Confirm and Submit Payments & Transfers Pierre Rupert Spending Manager 123-45-6789 My Views 14/05/1964 Locator (416) 555-1212 Digital Vault (647) 555-1212 pierrer@gmail.com My Wall 1Jul 2, 2012 5:30 PM CETYou qualify for a special rate on anOFN Secured Personal Loan IBM 14/05/2002 €250,000 Talk or chat with us now…
  39. 39. iPad 10:01 AM OFN – Virtual Branch powered by Back OFN Personal Loan Form Send Close Accounts Personal Information Calculate and Review Confirm and Submit Payments & Transfers Spending Manager My Views €30,000 Locator Digital Vault My Wall 1Jul 2, 2012 5:30 PM CETYou qualify for a special rate on anOFN Secured Personal Loan Talk or chat with us now…
  40. 40. iPad 10:01 AM OFN – Virtual Branch powered by Back OFN Personal Loan Form Send Close Accounts Confirmation and Agreement Payments & Transfers Spending Manager My Views Locator Digital Vault My Wall 1Jul 2, 2012 5:30 PM CETYou qualify for a special rate on anOFN Secured Personal Loan Talk or chat with us now…
  41. 41. iPad 10:05 AM OFN – Spending Manager powered by Forecasting / Planning My Average Monthly Spending Recent Transactions Average Monthly Spending Date Merchant Amount Mortgage 03/07/12 Watch … -2895,00 Budget Planning Utilities & insurance 02/07/12 Villa Sp… -150,00 Current Spend vs Budget 15% 25% 15% Food & Drink 02/07/12 Fnac … -1023,10 Accounts Timeline 10% 20% 15% Entertainment 02/07/12 Monopr… -347,48 Payments Map Travel 01/07/12 Boulan… -315,24 Other 01/07/12 Paul … -5,74 My Communities +/- 01/07/12 Airbus … 14 231,00 30/06/12 Café R… -2,88 Auto-Profile Monthly Spend vs Peer 30/06/12 Patisse… -32,33 Advanced Profile 35% 28/06/12 Moulin … -149,83 Doctors 30% 25% Average Top Merchants Category Spend Spending Alerts 1 20% 1. Nina Ricci Peer Jul 2, 2012 7:30 PM CET 15% 2. Preen 3. Helmut Lang Based on comparison with 10% your communities, you may be 4. Miu Miu able to save money on your 5% utility bill. 5. Emilio Pucci 0% 6. Roberto Cavalli Mortgage Utilities & Food & Drink Entertainment Travel Other insurance 7. Dolce & Gabbana 8. Prada Talk or chat with us now…
  42. 42. iPad 10:15 AM OFN – Financial Manager powered by Forecasting / Planning My Portfolio News Feed +/- Portfolio Performance Value of My Portfolio Jun 26, 2012 1:45 PM CET Asset Allocation (Start of period = 100) Italian, Spanish Government Notes Slide on Debt Sales as Return Calculator 500 German Bunds Drop My… Retirement Calculator Jun 26, 2012 1:12 PM CET Investment Research Oil Trades Little Changed as 0 Storm Threat to U.S. Gulf Crude May-11 Jun-11 Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12 Apr-12 May-12 Jun-12 Jul-12 Supply Fades My Communities +/- Jun 25, 2012 10:59 PM CET BRICs Biggest Currency Auto-Profile Depreciation Since 1998 to Advanced Profile Value of My Portfolio vs Advanced Peers Worsen (Start of period = 100) Doctors 300 250 Investment Activity +/- 200 Company Last Position Research Alerts 1 Trade 150 AAPL 347.48 +1.92 Jul 2, 2012 7:30 PM CET 100 BAC 315.24 -2.20 OFN Research has just released a new report on CGREN 5.74 -0.04 Apple… 50 CRDA 2.88 +0.16 0 May-11 Jun-11 Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12 Apr-12 May-12 Jun-12 Jul-12 ERJ 32.33 +2.31 IBM 149.83 +1.01 MERR 2.85 -1.20 SLV 18.70 -4.12 Talk or chat with us now…
  43. 43. iPad 10:15 AM OFN – Financial Manager powered by Forecasting / Planning My Asset Allocation News Feed +/- Portfolio Performance 5% Jun 26, 2012 1:45 PM CET 10% Cash Asset Allocation Italian, Spanish Government 20% Notes Slide on Debt Sales as 20% Stocks & Shares German Bunds Drop Return Calculator 15% 30% Gilts & Bonds Retirement Calculator Jun 26, 2012 1:12 PM CET Investment Research Structured products Oil Trades Little Changed as Funds Storm Threat to U.S. Gulf Crude Supply Fades My Communities +/- Jun 25, 2012 10:59 PM CET Holdings vs Advanced Peer BRICs Biggest Currency Auto-Profile Depreciation Since 1998 to Worsen Advanced Profile 35% Doctors 30% 25% Investment Activity +/- Current 1 20% Holdings Company Last Position Research Alerts Trade AAPL 347.48 +1.92 15% Jul 2, 2012 7:30 PM CET Advanced BAC 315.24 -2.20 OFN Research has just 10% Peer released a new report on CGREN 5.74 -0.04 Apple… 5% CRDA 2.88 +0.16 0% ERJ 32.33 +2.31 Cash Stocks & Gilts & Structured Funds ETFs IBM 149.83 +1.01 Shares Bonds products MERR 2.85 -1.20 SLV 18.70 -4.12 Talk or chat with us now…
  44. 44. Banks Trying to Help Customers Save More Money Citibank and Mint.com Provide Spending Categorization via Tablet Apps SmartyPig and Erste Bank Provide Special Apps to Drive Savings44
  45. 45. Pursuing Next Generation Capabilities45
  46. 46. Delivery Requirements for Success designed to operate branch-free and Digital Centric contact-center-lite to minimize impact on existing infrastructure enabling phased delivery of new functionality in small incremental Agile Development cycles, leveraging existing infrastructure and capabilities to ensure communications and offers Data Driven are relevant to customers and deliver added value 46
  47. 47. Smarter Digital Banking – Technology Conceptual External Payment Gateway Core Payments & Core Banking Systems & Systems Commerce Payments Processes Enterprise Service Bus Multi-Channel Consumer Channel Integration Applications Platform Marketing Mgmt Security Business Analytics Big Data & Analytics Data Analytics Infrastructure & Development Rapid Development & Integration47
  48. 48. Smarter Digital Banking – Technology Descriptive External PaymentsPayment & Commerce Gateway Multi-Channel Consumer Core • Payment Gateway Core Banking Applications Systems & Systems • Wallet • Baskets &Payments Order Management • Data Access Processes • Personalised Content Delivery • Secure, Real-Time, Two-Way Communication • Client Reporting Enterprise Service Bus • Content Management Channel • Collaboration & Community Services Integration • Electronic Forms / Signature Platform Big Data & Analytics Marketing Mgmt • Data Aggregation Security • Master Data Management Business • Advanced Analytics Analytics Authentication Authorization • Campaign and Offer Management • Process and Rules Management • Performance Management • Data Customer Experience Management Analytics • • Infrastructure & Development • On-Demand Scalability (Platform as a Service) • Diverse Device Testing • Development Lifecycle Management • Multi-Device Mobile App Framework • Rapid Development & IntegrationDevices) Endpoint Management (Apps and48
  49. 49. Smarter Digital Banking – Technology Logical External Payment Gateway Core Banking 3rd party Commerce Systems Data Payments Enterprise Service Bus Channel Mobile Application Integration Platform Security Marketing Services Mgmt Process Business and Rules Analytics Data Mgmt Mgmt Collaboration Data Services Analytics Infrastructure Management, Monitoring & Governance Rapid Development & Integration49
  50. 50. Smarter Digital Banking – Technology Components Commerce External 3rd party Core Banking Systems Payment Data Gateway Demographi General Ledger c Product Catalog Payments Credit Channel Scores Deposits Other(s) Wealth Integration Loans Cards Shopping Financial Geographic Platform Basket Network Community Secure, Connectors Weather Local Common Order Collab. Real-Time Analytics Data Management Wallet Social Media Services Comms Repository On-Device Common Wallet Notifications Channel Caching Enterprise Mobile Communication Services Service Core Banking Service Registry Service Mgmt & External Bus Connectors & Repository Invocation Connectors Data Management Context Augmented Audio / Mgmt Reality Video Chat Handlers Data Authentication Business Campaign Campaign Master Local Secure Location Transformers Mgmt Data Mgmt Rules Engine Insight Connectivity Database Data Authorization Support Collection Data Process Campaign Business Warehouse Mappers Biometrics Models Scheduling Insight App Native Credential Information Mgmt Device Store Service Business Campaign Predictive Integration Features Invokers Process Delivery Analytics Manager Operational Security Marketing Fraud Data Mgmt Skin-able Reference Applications Presentation Services Management Services Event Analytics Content Detection Managemen Data Text Performance Community Electronic Analytics Management t Caching Collaboration Forms / NLP Web & Exploratory Services Data Mgmt Image Mobile Electronic Recognition Experience Secure, Real- Signature Analytics Information Time, Two-way Content Lifecycle Communications Business Analytics Governance Process and Analytics Mobile Application Collaboration Rules Data Data Services Management Analytics Management Endpoint Management, On-Demand Scalability Infrastructure Management, Monitoring & Reporting (Platform as a Service) Monitoring & Governance Multi-Device Mobile App Collaborative Development Hybrid Integration – Cloud & Rapid Development Diverse Device Testing Lifecycle Management & Integration Development Framework On-Premise50
  51. 51. Value Tree for Benefits of Smarter Digital Banking Profit/Margin Expansion New Revenue Transaction fees Increase of assets under management PTI New revenue sources enabled by smarter digital Additional services to Additional services to banking end-users third-parties Other margin expansion opps  Direct profit impact of smarter New customer Cross sell existing digital banking capabilities acquisition products Cost Reduction Reduction of client Reduction of average loss rate transaction cost New cost reduction opportunities enabled by smarter digital banking Reduction of expansion cost Other Benefits Support of government Social impact agenda Other indirect benefits enabled by smarter digital banking Brand benefits (marketing)51 Key Indirect/qualitative measure Direct/quantifiable measure
  52. 52. Potential Ways to Get Started • Establish Vision and Priorities o Consider business model and digital capabilities • Assess Current Capabilities and Gaps o Data and technology required to deliver capabilities • Develop a Roadmap o With phased delivery and supporting business case • Prototype/Pilot Selected Use Cases52
  53. 53. Questions?Submit questions to the presenter via the on-screen text box Marc Andrews Vice President, Global Big Data Industry Team, IBM
  54. 54. Thank you for attendingPlease visit our sponsor and any of the resources below:• www.informationweek.com/eventsSmarter Digital Banking: Leveraging NewCapabilities with Big Datahttp://www.ibmbigdatahub.com/blog/smarter-digital-banking-leveraging-new-capabilities-big-dataBig Data in Banking Whitepaper:http://public.dhe.ibm.com/common/ssi/ecm/en/imw14653usen/IMW14653USEN.PDFStudy: The Real World Use of Big Datahttps://www14.software.ibm.com/webapp/iwm/web/signup.do?source=csuite-NA&S_PKG=Q412IBVBigData&S_TACT=109HF63W&S_CMP=_bdhub
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