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Mobility Will Transform Financial Services Ecosystems
 

Mobility Will Transform Financial Services Ecosystems

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While technology capabilities are accelerating, business and customer expectations are accelerating even faster. Learn the key principles to leverage mobility.

While technology capabilities are accelerating, business and customer expectations are accelerating even faster. Learn the key principles to leverage mobility.

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    Mobility Will Transform Financial Services Ecosystems Mobility Will Transform Financial Services Ecosystems Presentation Transcript

    • PROFESSIONAL & PERSONAL MOBILITY WILL TRANSFORM FINANCIAL SERVICE ECOSYSTEMS
    • TECHNOLOGY CAPABILITIES ARE ACCELERATING BUSINESS AND CUSTOMER EXPECTATIONS ARE ACCELERATING EVEN FASTER
    • A decade-long alliance + THINK Interactive Return on Intelligence Services firm solely focused on Core Systems Transformations Interactive Agency based in Atlanta Deliver critical business & technology change within the context of today's disruptive forces we call I-SMAC: Branding & Marketing Internet of Everything, Social Technologies, Mobility, Analytics & the Cloud. Content Design & Production 3 User Research UX Design
    • We know mobile 200+ mobile applications 20+ SAP mobile projects
    • We know mobile 200+ iOS Android Windows Blackberry Hybrid & Web 135 26 15 14 20 20+ SAP mobile projects
    • MOBILITY MEANS... DEVICES PEOPLE INFORMATION PROCESSES
    • MOBILE WEB AND APP USAGE HAS CREATED NEW DAY-PARTS FOR UTILITY AND MARKETING. Comscore 2012 data
    • SINGAPORE AND HK LEAD SMARTPHONE PENETRATION (OVER 80%.) IN THE US, 55% OF MOBILE PHONES ARE SMARTPHONES. Peppers & Rogers Group 2012
    • PEOPLE ACCESS THEIR SMARTPHONE AROUND 150 TIMES PER DAY. YES REALLY. Tomi Aronen Almanac 2013 (Also cited in Mary Meeker’s KPCB 2013 deck)
    • NEW BEHAVIORS AND ATTITUDES AS PEOPLE BUY. IN 2000, 70% OF US CONSUMER TRANSACTIONS WERE BY CASH AND CHECK. BY 2010, IT WAS ONLY 43%. 2000 2010 To an Analog Banker in a Digital World Booz&Co August 2013
    • MOBLIE DEVICES ARE THE STARTING PLACE FOR MANAGING FINANCES 66% OF THE TIME (59% PHONE, 7% TABLET).
    • IN WEALTH MANAGEMENT, 85% OF CLIENTS ARE WILLING TO USE TECHNOLOGY-MEDIATED TOOLS. ONLY 43% OF ADVISORS ARE. Ernst & Young 2012
    • MOBILITY ADDRESSES CHALLENGES INCLUDING SELF-SERVICE, RETENTION, AND IMPROVED BROKER PRODUCTIVITY UBM TechWeb Report 2011
    • PRINCIPLES TO LEVERAGE MOBILITY
    • Principle #1: Wrap the business around the technology around the customer. v Customer Devices Touchpoints The economy The Business
    • Principle #2: Map the entire digital ecosystem via ‘Customer Journey Maps’ 1 GE: CONNECT 3 2 STAGE: CONSIDER TRIGGER 4 STAGE: CONVERT TRIGGER TRIGGER 4 5 4 BUSINESS SYSTEMS Devices, Platforms & Products, Analytics 6 STAGE: RELATIONSHIP
    • Principle #3: Mobile links online and offline, as well as stands on its own. KIOSKS IVR & CSR WEB, APPS CRM MOBILE APPS
    • Principle #3: Mobile links online and offline, as well as stands on its own. IVR & CSR KIOSKS TV DIGITAL MOBILE APPS PRINT OUTDOOR WEB, APPS CRM
    • Principle #4: Drive process transformation from the device closest to the process. 2012 PROVIDER 2014+ PROVIDER
    • MOBILITY FOR CONSUMERS
    • Eye Catching Branded Utility Framework ADVERTISING BRANDED UTILITY DIGITAL PRODUCTS & SERVICES Useful
    • Branded Utility Framework Eye Catching Deliver value and usefulness in addition to messaging ADVERTISING BRANDED UTILITY Wrap the useful service in branded and differentiable language and experiences DIGITAL PRODUCTS & SERVICES Useful
    • Moving Beyond Transactions
    • ALLSTATE DIGITAL LOCKER Cross-platform application for customers and prospects to create a digital inventory of the valuables in their homes. Transform a chore into a fun and branded experience. Digital Locker delivers delightful moments including a spinner animation for tallies, mobile photos and tagging, web lookup for simplified value entry. Alerts and educational moments are built into the platform. Drives lead generation and cross-sell and upsell opportunities across property insurance.
    • INTERNET BANK (WHITE LABEL) Cross-platform application with web, mobile, and back-end integration. The Internet Bank system uses a secure private database for storing documents, thereby achieving work autonomy that does not depend on the state of the bank system. Clients can prepare and send documents even when offline (or the bank core systems are unavailable). Flexible user experience layer for branded customizations of look and feel. Branded utility model allows including content /educational tools, and business rules to be customized for capabilities and client needs.
    • MOBILITY FOR FS PROFESSIONALS
    • Big data isn’t about data, it’s about insight WISDOM MEANING KNOWLEDGE INFORMATION DATA CONFIDENCE ACTION UNDERSTAND VIEW
    • Mobilizing process eliminates physical constraints 2012 2014+ PRODUCE Research, Write, Analyze EDIT Input, Review, Request PRESENT Synchronous or asynchronous client meeting ACTIVATE Provision
    • SAP BOARD DOCS APPLICATION Working with SAP’s executive team, Return on Intelligence built and launched an iPad application to deliver document packets to Board of Directors. The application has a streamlined user experience and eliminates a series of current board member frustrations. The app supports a wide array file types, including MS Office, PDF and video. Native iPad application reduces organizational challenges and increases security, confidentially, and efficiency (including device security). The app also introduced traceability and document-level and board member-level analytics.
    • NATIVE iPAD 360º CUSTOMER VIEW Working with a large financial services company, developed a 360º analytics dashboard of customer data for account executives, sales managers, inside sales and field services. Unique hierarchical browsing UX model provides overview and detail and semantic zooming. Ability to bookmark specific accounts by adding them to “Favorites” list and storing data for offline viewing. Moving data to the edges provides efficient sales automation solution & integration points with other applications for future extensions.
    • THANK YOU Kevin McManus, Return on Intelligence Zach Pousman, Think Interactive