Bank2.0 TD Keynote
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Bank2.0 TD Keynote

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BANK 2.0 Keynote delivered to the TD CIO counsel in T

BANK 2.0 Keynote delivered to the TD CIO counsel in T

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    Bank2.0 TD Keynote Bank2.0 TD Keynote Presentation Transcript

    • The 3 Phases of Customer Behaviour Disruption THE BIG SHIFT
    • THE BIG SHIFT The 3 Phases of Customer Behaviour Disruption 1 Internet gives Control & Choice
    • 300% $ Increase Since Jan 09x2 Online as % of 15% Retail Deposits Market Source: Reuters
    • “We’re living in a world of mouth world...” Gary Vaynerchuk
    • I trust my network more than I trust your brand...
    • THE BIG SHIFT The 3 Phases of Customer Behaviour Disruption 2 Mobility gives Anywhere & Anytime
    • Mobility Usability
    • Take up of Bank of America Mobile (App Phone) Internet Banking 5000000 4000000 3000000 2000000 1000000Aug-07Oct-07 Dec-07 Feb-08 Apr-08 Jun-08 Aug-08 Oct-08 Dec-08 Feb-09 Apr-09 Jun-09 Aug-09 Oct-09 0 Dec-09 Feb-10 Apr-10
    • 16
    • Slow Mobile App Involvement • 8,012 FDIC Insured Institutions in the USA As at Q1 2010 • Dedicated iPhone Apps: 257 • Specialized Mobile Websites:54 • Android or other: 284.2%* source: iTunes/Apple Inc, NetBanker.com, Mobile Phone McGee * With confidence error adjustment Who does your head of mobile report to?
    • Behavioral Shift 97% own a computer 94% own a mobile phone 76% use Instant Messaging 15% of IM users are logged on 24/7 34% use websites as their primary source of news 28% author a blog and 44% read blogs 49% download music using peer-to-peer file sharing 75% of college students have a Facebook account 60% own some type of portable music and/or video device such as an iPod Source: Heidi Przybyla "Obamas `Youth Mojo Sparks Student Activism, Fueling Campaign", Bloomberg.com (May 7,2007) Source: Generation Y, Business Week, February 15 1999
    • THE BIG SHIFT The 3 Phases of Customer Behaviour Disruption 3 MobilePayments gets us Ubiquitous & Cashless
    • Who is in charge of phasing out cheques?
    • Source: Celent
    • Why don’t we give our customers mobilephones instead of checking accounts?
    • How will I apply for a creditcard if there is no plastic?
    • Hot mortgage deals*Citibank offset 6.5% 14 yearsHSBC Fixed Rate 5.75% 18 yearsBank of America 5.65% 18 years More deals*Based on 30% deposit and mean value of houses in street $765,452
    • THE BIG SHIFTPoint-of-Impact
    • Uses non-bank Card Direct Mail Offer Client walks into More Direct Mail2010 or Cash “SPAM” store SPAM? Lost Opportunity
    • iAd1 Billion Ad impressions per day (based on 100 Million units sold)
    • DataWho?When?Why?How?Where?
    • THE BIG SHIFTBreaking the silos
    • “The world is changing very fast. Big will not beat small anymore...it will be the fast beating the slow.” Rupert Murdoch, 79
    • Leading UK Bank£540mm £4.8mmBRANCH WEB, SOCIAL & MOBILE 8% 43% 2010 Budget 2010 Transactions
    • Budgets reinforce silos
    • THE BIG SHIFTIt’s not about channel, it’s not about technology Simplicity Engagement
    • Out Now!Follow me on Twitter: @brettkingEmail me: bking@userstrategy.com