Visible Banking - Key trends in Online & Mobile Banking

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    Visible Banking - Key trends in Online & Mobile Banking - Presentation Transcript

    1. Christophe Langlois, Visible-Banking.com Athenes, Novembre 2008 Internet & Mobile Novembre 2008
    2. Online Financial Services
      • Monitoring, Trendwatching, Measuring
      • Social Media to Drive Customer Advocacy
      • Value Added Services to Drive Retention
      • Online Security: a Layered Approach
      • Online Award 2008: Winner & Nominees
      • The 4 th Generation Internet Bank
      • 7 Killer Apps for Web 2.0 Behind The Firewall
    3. Listen, Watch Trends, and Measure www.Visible-Banking.com
    4. Wells Fargo 2.0: Create Emotions www.Visible-Banking.com
    5. SNS Reaal 2.0: Customize & Reach www.Visible-Banking.com
    6. Useful Services, the Best Retention Tools www.Visible-Banking.com
    7. NyKredit: Winner, Online Award 2008 1 st www.Visible-Banking.com
    8. NyKredit’s WebDesk 2.0 • Dramatic increase of the conversion rate • Leads up to 500% • Sales up to 400% Success Measures • WebDesk Phase 1 -> Q1 2007 • WebDesk Phase 2 -> Q2 2008 WebDesk 2.0 www.Visible-Banking.com
    9. Swedbank’s 4 th Gen. Internet Bank • 98% of clients migrated voluntarily in only 2 months • Growth speed of online sales • Positive feedback from clients and employees Success Measures
      • • Customer Base
      • Customer offers and personalization
      • Customer “comfortability”
      • Security
      4 Key Areas www.Visible-Banking.com
    10. Bank Hapoalim’s PFM Budget Tool
      • • Drive Online Banking Adoption
      • Attract Business from Duo Customers
      2 Key Benefits “ Why not make customers pay for Online Banking?” www.Visible-Banking.com
    11. Can You Spot the Difference? Educate your customers: they need to act responsibly! www.Visible-Banking.com
    12. IB Security Framework: a Layered Approach www.Visible-Banking.com
    13. 7 Killer Apps for Web 2.0 “BTF”
      • Internal Monitoring and Intervention Systems
      • Using Web 2.0 internally to “blow up” the company
      • Merging of Internal apps & external collaborative environments
      • Step-By-Step replacement of current “dinosaur” infrastructures
      • Standardization of all user experiences (internal & external) connecting everybody to everybody (when allowed)
      • Replacing many traditional “workflow and BPM tools” with Lite rule-based/knowledge-based apps
      • In merger and splitting-up programs and projects
      www.Visible-Banking.com
    14. Mobile Financial Services
      • Mobile Financial Services Landscape
      • mBanking: Opportunities & Challenges
      • Education to Drive Adoption
      • Blurred Frontier between Banks & Telcos
      • Near-Field Communications
      • Micro Finance
      • Innovations from Google & Mastercard
    15. Leveraging the mobile penetration rate
      • There are over 3 billion mobile phones in the world, but only 1,5 billion credit cards!
      • Gives banks access to a growing subset of customers
        • 40% of bank customers are interested in mobile services
        • 25% of bank customers would consider switching banks for mobile banking services Source: “Mobile Banking: Weighing the Lessons Learned,” Bank Systems & Technology (July 29, 2008)
      • mBanking is a new segment
        • Only 50- 60% of mBanking users are also online banking users Source: Absa
      www.Visible-Banking.com
    16. Mobile Financial Services mBanking - Ideal for balance enquiries, funds transfers, expense management, bill and credit card payments, stopping payments, mobile statements and loans. Mobile Payments - Key challenges: Money laundering issues (especially cross-border) and the complex value chain (the total revenue stream is getting smaller, as charges reduce. Currently the banks’ margin is 0.3%) www.Visible-Banking.com
    17. Mobey Forum
      • Challenges faced by the banking industry
        • Credit-crunch (mobile cuts costs)
        • SEPA
        • Increased regulation
        • New entrants (eg PayPal)
        • Business cases for cash replacement & mobile payments
      • 3 business models for a service provider
        • Collaborative, Joint-Venture and Independent Model
      www.Visible-Banking.com
    18. Mobile Banking Worldwide Expansion www.Visible-Banking.com
    19. Three Main Mobile Banking Technologies www.Visible-Banking.com
    20. mBanking: Opportunities & Challenges
      • The key: mobile customer experience
        • functionality, quality and utility
      • Consumers want mobile services that are
        • intuitive, easy to use, uncluttered, secure, integrated, trusted and customizable.
      • Potential barriers to adoption of mBanking
        • Ease of use, Security, Convenience and cost
      • And the supply chain is complex with issues around collaboration and revenue sharing
      www.Visible-Banking.com
    21. Lloyds TSB’s SMS Text Alert Service • Greater control • Ease-of-use • Increased awareness • More confident Key Benefits
      • • Previous day’s closing balance
      • Last six transactions
      • Sent weekly or daily
      • Secure
      4 Key Features www.Visible-Banking.com
    22. Universal Service with Rendering Engine www.Visible-Banking.com
    23. Education to Drive Adoption The benefits of Mobile Banking are not as obvious to your customers as you think www.Visible-Banking.com
    24. The Frontier is blurred btw Telcos&Banks Banks / MVNOs Telcos / Banking License Joint-Ventures www.Visible-Banking.com
    25. Solutions for Retail & Business Customers www.Visible-Banking.com
    26. Near-Field Communications (NFC)
      • Key opportunities
        • Payment, transit, marketing loyalty, authentication
      • Key issues
        • Availability of handsets and security
      • NFC is a key enabling technology Source: Mobey Forum
      • NFC payments using a mobile are quick & convenient and could replace cards, but it is still difficult to build a business case. Develop NFC on cards first. Source: Nordea
      www.Visible-Banking.com
    27. Successful Apps for NFC www.Visible-Banking.com
    28. NFC - Transit Hong Kong Transit’s Octopus card uses NFC technology and was deployed very quickly. In Japan, there are 74million NFC chips in mobile phone. www.Visible-Banking.com
    29. Mobile contactless payments
      • Drivers
        • 1. cash replacement
        • 2. fast & convenient
      • Challenges
        • Business Models
        • Schedule for contactless
        • Standards for mobile contactless
      www.Visible-Banking.com
    30. MicroFinance: Mob. Banking for the Unbanked
      • Target
        • 3 billion people leaving under US$ 2
        • Dispersed / far from infrastructure
        • Limited education, illiteracy
        • No formal identification and financial document
        • Require a range of financial services
        • Cultural bias or negative perception of banking
      • Key challenges,
        • Clients adoption, Interoperability, Liquidity/conversion to/from cash, Regulatory issues
      www.Visible-Banking.com
    31. MicroFinance: Examples in BRIC & Africa
      • Safaricom (2006): Mobile wallet for remittances, purchases, bill pay, store value
      • 2,500+ agent locations, Available to anyone, No joining or monthly fees, No minimum balance, Pay-as-you-go pricing
      • 2.5 mil registered clients in 2 yrs, Handles USD 1.5 mil daily
      • Banco Bradesco: Pension payments, utilities, loans, savings, purchases all enabled
      • 17,360 POS-equipped merchants acting as agents of largest bank
      • Banks reach all 5,561 municipalities
      • 12 mil accounts opened ’02-’06, 1.5 bil transactions via agents in 2006
      • Replaced branches as #1 service pt
      www.Visible-Banking.com
    32. Google’s Open Handset Alliance
      • Mobile is a huge opportunity, but data are price-elastic, and the high-cost of data discourages use
      Source: http://code.google.com/android/index.html (Nov 2008) www.Visible-Banking.com
    33. MasterCard’s Unique Stadium Offering www.Visible-Banking.com
    34. Christophe Langlois, Visible-Banking.com Athenes, Novembre 2008 Internet & Mobile Novembre 2008

    + Christophe LangloisChristophe Langlois, 12 months ago

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