2. Examining the capabilities of mobile


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2. Examining the capabilities of mobile

  1. 1. Developing a Mobile PropositionSection 2: Examining the capabilities ofmobile: present and futureMICHAEL NUCIFOROMobile Consultant, Innovator and Futurist
  2. 2. Section 2 – 9:45 to 10:25Introduction to mobile financial services and its implications• Introduction to mobile financial services and its implications• Examining the impact of mobile on the financial services sector• The roles and drivers of different players: banks, handset manufacturers and MNO’s• How is the relationship with consumers changing?• Identifying opportunities and threats to different organisations, processes and services• Group exercise: discuss the impact and opportunities for your business area 2
  3. 3. Mobile banking has now arrived… 3
  4. 4. Desktop is plateuing… 4
  5. 5. Incremental interactions…• On average an active Mobile Banking user will login 20 times a month.• This means 1 Mobile Banking user will log in the same amount of times as 5 Online Banking users. 5
  6. 6. Increasing not shifting… 40% 60% 6
  7. 7. We have a new number one…“Mobile will be the primary digital touch point formost financial institutions by the end of 2013” 7
  8. 8. No sales yet… 8
  9. 9. New business model… 9
  10. 10. This means…“The number of interactions consumers are havingwith their bank has increased from once a week, formuch of the last century, to nearly once a day” 10
  11. 11. With more to come… 11
  12. 12. The opportunity…Your customers have given you permission tobe in their pocket. What will you do withthat honour? 12
  13. 13. New propositions will emerge…Jack, aged 56 Teacher - $40,000“My friends and I all use Mobile banking but I can’t waituntil I can do more…”Jack opens his new The app tells Jack the Jack buys the TVMobile app and takes price of the TV and using her debit card.a photo of the TV he the current balance He shares the buywants to purchase. of his bank accounts. with his friends. 13
  14. 14. …and change behaviours…Sam, aged 27 Real Estate - $50,000“It is really exciting to see where mobile is heading andwhat it means for my lifestyle…”Sam is walking past He uses his new Sam then shares thehis favourite mobile tap-and- deal with friends.technology store. He collect service to pay He gets a biggergets a notification for the goods and get discount next time ifabout a new offer. them instantly. he socialises it. 14
  15. 15. Two rivals can be friends… 15
  16. 16. For staff… 16
  17. 17. No where to hide… Design 17
  18. 18. Unintended consequences…• Organisational investment and structure are not in place• Business processes are not aligned to mobile• Skills and knowledge gaps are holding back progress• You need to educate so you don’t have time to innovate• Systems are not in place for testing and development• Mobile should be BAU but its still a project 18
  19. 19. Group Exercise• Discuss the impact and opportunities for your business area 19