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8. The future

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  • 1. Developing a Mobile PropositionSection 8: The futureMICHAEL NUCIFOROMobile Consultant, Innovator and Futurist
  • 2. Section 8 – 16:35 to 17:10The future• What role will mobiles and tablets play in financial services in future?• What effect will mobile have on organisational structure and investment?• What type of people and skill sets that will be required in this new world 2
  • 3. We will ‘screen’… 3
  • 4. We go multi-device to… 4
  • 5. Screens will be everywhere… 5
  • 6. We will be ‘paperless’…Consumers own multiple devices and moveseamlessly between them during the day On average we spend: 4.490% Hours10% Of our leisure time in front of screens each day 6
  • 7. New business model… 7
  • 8. With mobile at its heart… 8
  • 9. New investment priorities… 9
  • 10. New attitude… 10
  • 11. New operating model… Mobile BAU Mobile Strategy Mobile Marketing and Mobile Management Development Delivery Communications Technology• Implementation Support • Business Analysis • Roadmap Delivery • Marketing Strategy • Technical Delivery – Go/No Go Decisions – Market Intelligence • BAU Engagement – Development • Strategy Development Support – Project Handover – Competitor analysis – BAU priorities – Rollout • Architecture – Risk Handover – Global Customer Intelligence – BAU estimates – Tracking – Architecture roadmap• Third Party Engagement – Channel Information – Business requirements • Market Analysis – Capability mapping – CSAT surveys – Industry Best Practice • Program Governance – Customer, Market, Industry etc • Delivery Capability – Research and analysis • Proposition – Platform Initiatives – Product evaluation – Delivery Forecast and Planning – Customer feedback – What our customers what – General enhancements – Trends, Performance – Delivery Capacity Management• Channel Strategy and Growth – What services do they need – Status Reporting • Marketing Best Practice – Technical Estimation – Tactical growth activities – Prototyping and POC’s – Digital PIB – Standards – Functional Requirements – Increase usage/revenue • Business Case Development • Monitoring – Methodology – Non Functional Requirements• Channel Operational Support • Mobile Strategy and Growth – Forward Plan – Tools – Solution Architecture – Day to day management • Strategic Partnerships/Ventures – Financial Tracking – Techniques – Detailed Design – Call centre/complaints • Customer Experience – Projects • Award Submissions – Development• Reporting • New Innovations – BAU • Communications – Testing – Channel performance • Major/Strategic Group Initiatives • Best Practice – Copy writing/reviews – Implementation – Benchmarking – Concept Value Proposition – Agile standards – Internal • Mobile Technical Roadmap• Live Service Support – Business Case Development – Delivery governance – External – Technical Innovations• Budget Management – Funding and Approval – Team competence – Tracking – Market/Industry Trends• Benefits Management • Strategic Vendor Engagement – Oversight and compliance • Supply Vendor Management – Newly implemented initiatives • Commercial Negotiations – Risk and Issues governance • Environments Management – Current performance • Strategic Delivery Oversight • Mobile User Experience • Maintenance and Upgrades • Tracking Delivery to Strategy • User Acceptance Testing (UAT) • Stakeholder Communications 11
  • 12. New delivery model…• Dedicated delivery teams running on each platform over the year• Creates accountability, consistency and fixed costs (variable output) Mobile Tablet Sprint 1 Sprint 1Apple Sprint 2 Sprint 2 Sprint 3 Sprint 3 Go Live Go Live Sprint 1 Sprint 1 Android Sprint 2 Sprint 2 Sprint 3 Sprint 3 Go Live Go Live Sprint 1 Sprint 1 HTML5 Sprint 2 Sprint 2 Sprint 3 Sprint 3 Sprint 4 Go Live 12
  • 13. New staff… 13
  • 14. For staff… 14
  • 15. A new mobilised workforce…HOME: OFFICE:38% 46% - 6% Users accessing Web-Based email +36% OTHER: 16% COMMUNICATIONHow Mobile INFORMATION MANAGEMENTworkers are using WEB CONFERENCINGSmartphones… NOTE-TAKING OFFICE SUITES 15
  • 16. Staff will demand more… 1 2SOCIAL REAL TIMEInteraction with Access to real timecolleagues globally at information andthe tap of a finger. reporting in the palm of their hand. 3 4CONTROL NOTIFICATIONSAbility to respond and Notified of what to domake things happen and when to do it.without using a This extends to directPC/laptop. reports. 16
  • 17. Will deliver significant benefits… £ • More Mobile = Less Cash and Paper • Cash is expensive to manage and maintain • Cost and environmental footprint reduction• BYOD = Cost Reduction• Less will be spent on property and equipment• Work from home = Less Property • More Mobile = Anytime, Anywhere 24/7 • Greater staff productivity and accountability • Better interaction and speed of communication 17
  • 18. Key takeaways…1. Customers will be able to bank anywhere2. Everything will be smart , connected and online3. The banks business model will need to change4. New staff will be hired – must be ‘mobile savvy’5. Mobile will also be leverage for staff productivity6. Mobile will reach vertically and horizontally7. Embrace it! 18

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