How do banks respond to the changing mobile environment? - Mobile Forum 2014

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Ine Hox: ING Belgium

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How do banks respond to the changing mobile environment? - Mobile Forum 2014

  1. 1. How do banks respond to the changing mobile environment? Ine Hox, Head of Online Sales & User Experience
  2. 2. 2 Technology is changing faster than ever
  3. 3. 3 Life has changed
  4. 4. Today, customers own multiple devices… SMARTPHONES TABLETS LAPTOPS / DESKTOPS More executives use a mobile device than a desktop for business >30% of Belgian households own a tablet 66% of employees now use two or more mobile devices for work
  5. 5. 5 … prefer doing the things by their own …
  6. 6. And are constantly over-informed. 6 SEARCH FOR INFORMATION WAIT FOR INFORMATION TOO MUCH INFORMATION 1990 2000 TODAY
  7. 7. 7 Online banking shows a continuous growth…
  8. 8. …tablets even created a new banking moment… Normalizednumberofvisits ING online banking channel usage throughout workweeks Tablet PC Banking Smartphone ING online banking usage throughout the day (weekdays, relative distribution per channel) 8
  9. 9. 9 … and our hyper-connected customers… …are more demanding than ever!
  10. 10. 10 we all know!
  11. 11. 11 And still our digital channels look like this
  12. 12. 12 What have banks and coffee in common?
  13. 13. 13 We n e e d t o m a ke i t
  14. 14. 14 Private Banking customers: ING Tablet app for easy portfolio overview Nobody likes to look at boring numbers
  15. 15. 15 Customers now check their balance multiple times a day And even a banking app can become fun to use
  16. 16. 16 Convenient is the new basic
  17. 17. 17 MOBILE BUSINESS CARD BASIC MOBILE INFORMATION @ i FULL MOBILE INFO & SALES ● ● 2011 2012 2014 Forcing us to constantly change what we offer…
  18. 18. 18 … and where we appear
  19. 19. 19 easy easier easierst
  20. 20. 20 Buying a banking product in 3 clicks
  21. 21. 21 CONVERSIONRATES Outperforming conversions of traditional channels
  22. 22. 22 MOBILESHAREinCLICKSALES Already representing an important part of the click sales shortly after launch 10% + 20% SAVINGS GENERAL BANKING
  23. 23. focus • Focus on richer user experiences thanks to new interaction mode • Think mobile first and start with core functionalities • Make everything you do fisherprice easy Mobile offers a lot of opportunities…
  24. 24. 24 But don’t forget… to put your customer at the center…

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