Bank 2.0 Conference - Gustaf Brandberg

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I love going to work every day.I work as a consultant. I help companies in highly competitive markets to increase sales and customer loyalty and to increase their productivity with digital service design. I am very good facilitating innovation processes so that people with diverse background and experience can cross-pollinate each others’ ideas and come up with innovative solutions to their business problems. But, I do not like paperwork. In fact, I think it is time to stop designing for paper all together.

25:e varje månad!!!!!! Only then, no time, no other products, most important: no smileBank 2.0 går från non online advisory services -> digital advisory servicec

But right now the best thing we can do to improve the digital service experience……is to add back the human touch

People buy books, movie tickets and music online. Why not bank products?

VS BOOKS!!!

But right now the best thing we can do to improve the digital service experience……is to add back the human touch

But right now the best thing we can do to improve the digital service experience……is to add back the human touch

Nordnet – 25%

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Bank 2.0 Conference - Gustaf Brandberg - Presentation Transcript

  1. Bank 2.0From Visionto Execution
    Gustaf Brandberg
    Digital Business Advisor
    Digital Transformation & Consulting
    Tieto Corporation
    gustaf.brandberg@tieto.com
  2. 2
    XCAP Social Media Summit | Josh
    2009-05-26
  3. Congratulations!
    96 %
    self-service ratio of financial transactions in Sweden.
    88 % of Swedish bank customers did not visit a bank branch last 12 months.
    1.0
    2.0
  4. Business case for Bank 1.0: cost per transaction
  5. 92 million Europeans useonline banks(+30% since 2006)…but they just look and pay. Nothing else.Forrester 20 August 2009
  6. Do you agree with the statement:
    “I am well informed about
    personal finance products”?
    74%of 22,102 European customers saysno
    Forrester, Why Financial Company Web Sites Need Online Advice Tools, 2008
  7. 25%of Scandinavians are dissatisfied with their bank
    SIFO (2008)
  8. What's Bank 2.0?
    Learn about your customers’ situations
    provide simplicity
    assisted by a human touch
    on the people web
    and take it from vision to execution.
  9. # 1. Learnabout your customers’ situations
  10. Quiz:When would you like to know that a customer needs a house mortgage loan?
    SIFO (2008)
  11. A) Whenshecontacts you with an application?
  12. B) Whenshe has found the right object?
  13. C) Whenshe is starting to thinkifshecanaffordsomethingbigger?
  14. Your customers have tons of questionsabout…
    16
    11/11/2009
    Cash flow:
    Can I afford to…?
    Howmuchdo I needto save?
    Assets:
    Howrich (or poor) am I?
    Am I getting richer or poorer?
    Scenarios (and offerings):
    Howcan I improve my situation?
    Howcan my bank help me?
  15. Things happen in life...
    How will my divorce affect my economy?
    What happens when I retire?
    What if I lose my job?
    Can I afford a bigger house?
    TheFrankBank.com
  16. ?
    ?
    ?
    ?
    Situations
    Self personalization
    Business
    data
    Online behaviours
    Offerings
  17. # 2. Provide simplicity
  18. Stop Designing for Paper.Start designing for the Customer.

    Smartbudget.se | Mint.com | Wesabe.com
  19. Key message:Simplicity is a competitive advantage
    SIFO (2008)
  20. Less is more
    Simple search
    Check your account balance and budget in the store
    Transfer money to your child’s account with one word
  21. Get into your customers pants, close to the transactions
  22. Re-thinksecurity
    The customerconfigures services in a high-securityenvironment.
    Example: Adde-inovicesupplier.
    The customercan read information and performpre-configured services with low-securitylevel(PIN, OpenID)
    Example: Paye-invoice
    2
    1
  23. # 3. …assisted by a human touch
  24. A Billion SEK Question:
    Q: Why don't the Swedes buy their insurances online?
  25. A: Because it’s a human touch product
    40 %
    Forrester; Swedish Online Insurance Sales Forecast 2006 to 2011; 2007
  26. The human assistedweb
    Integrate with Contact Center Platform.
  27. Break the silos
    Branch Office
    Customer
    Self
    Service
    Manual Service
    Digital
    Dialogues
    reactive
    Community Moderator
    proactive
    Customer Service
  28. # 4. …on the People Web
  29. Social MediaFrom World Wide Web to The People Web
  30. SocialFrom World Wide Web to The People Web
  31. Digital DialoguesFrom World Wide Web to The People Web
  32. Digital DialoguesMorethancommunication
  33. Digital DialoguesBusiness transformation
  34. Social Media > Facebook & YouTube
  35. Yes, new channels to customers
    Twitter.com
  36. Yes, new business models
    Kiva.org
  37. But the scope for social is larger
    Example:
    Crowdsource categories for transactions
    Smartbudget.se
  38. The list goes on and on…
    Other families in your area spend 12% less on food
    Online community for share savings associations
    Create relevance by comparing customer’s profiles to other customers
    Crowdsource recommendations
    Hosting customer advisory panels and beta testing groups

    Other people in your situation bought this product
    Smartbudget.se
  39. # 5. …and take it from Vision to Execution
  40. IT vs Business
  41. IT is Business
  42. Benchmark
  43. 2/3 of costs keep the lights on
    Forrester Leadership Boards report “Leadership Perspectives 2008: IT Infrastructure And Operations”
    Jonas Kjellstrand, Gartner, Nov 2008
    2/3
    70%
  44. Financial Services is already the industry that spends the most on IT.
    Gartner; IT spending and staffingreport, 2009 | ID#G00164940
  45. The answer is not to spendmore…
    …its to spend different!
  46. Ok, we know we need to be more lean, butwhat can we do right now?
    SIFO (2008)
  47. Key Enabler: Information Access
    Gartner Magic Quadrant for Information Access Technology, 2009
    The Magic Quadrant is copyrighted September 2009 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. This Magic Quadrant graphic was published by Gartner, Inc. as part of a larger research note and should be evaluated in the context of the entire report. The Gartner report is available upon request from Microsoft.
    SOURCE: Gartner, Inc., “Magic Quadrant for Information Access Technology” by Whit Andrews, September 2009
  48. PS. We would love to talk to you more about...
    Warning: Sales message
    The ideas in this presentation
    The internet bank with 5,2 million customers that we built
    What our 200 contact centre professionals have done for some of Europe’s largest companies
    Our mobile banking research projects with Nokia and others
    The online communities and peer-to-peer lending functionality that we are building
    Your challenges and our role as your trusted advisors on the journey ahead
  49. PPS.
    URGE 2006
    Page 52
    Mats Agerviglobaliseringsexpert
    18/11och26/11
    Magnus Lindkvisttrendspanare
    3/12
    Haga Forum07:30 - 09:30
  50. Thanks
    See you in the Tieto showcase.
    This presentation will be available on slideshare.net/TietoSweden/
    Gustaf Brandberg
    Digital Business Advisor
    Digital Transformation & Consulting
    Tieto Corporation
    gustaf.brandberg@tieto.com
    www.tieto.com

+ TietoSwedenTietoSweden, 2 weeks ago

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