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20131210 presentation the future of branches v1.0 slideshare 20131210 presentation the future of branches v1.0 slideshare Presentation Transcript

  • Pascal Spelier, December 10th 2013 The future of Bank Branches.
  • 2
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  • 4 We live in a digital era
  • 5 In the last decade 50% is closed Source: ABN AMRO 2018
  • 6 More and more we interact via mobile Source: ABN AMRO
  • 7 Source: ING, november 2013
  • 8  36% of Dutch customers never visit bank branches  Only 3% buys financial products  Most of the low-value transaction can be fulfilled in other ways through other channels (cash withdrawal, deposit, pick up cards, et cetera)  Europeans older than 40 prefer to use branches, while younger people prefer online banking  Highly educated people with high income prefer online banking GenY embraces online banking Source: Forrester « European Banking Customers Continue Migrating Away From The Branch »
  • 9 Research in US indicates…
  • 10 Is there a Future for the Bank Branch?
  • 11
  • 12 Inside Out  Paradigma Shiftt  Outside In Single Channel Customers experience single touchpoint. Banks have a single type of touch point. Multi Channel Customer sees multiple touch points independently Channels are functional & technical silos). Cross Channel Customer sees multiple touch points as part of the same brand. Single view but banks operate in functional silo’s. All Channel experience Customers experience a brand, not a channel within a brand. 1980 20001967 1990 ATM Online Banking Internet BankingCall Centre 2010 Mobile Banking 201? Video Banking? Virtual Banking? 201?
  • 13 Source: Google Trends Trends Customer Journey Customer Experience Customer Experience: Hip and happening Index 100
  • 14 What is Customer Experience?
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  • 19 Price Product Service Customer Experience The road to loyal customers ‘Commodity’ Distinctive by ‘value added services’
  • 20 Source: Future of Bank Branches, april 2013, Capgemini Consulting In the future we predict four types of Bank Branches
  • 21 ‘Digital Pod’: Focused on providing customers with an evolved and immersive digital experience
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  • 24 ‘Pharmacy’: high levels of channel coordination between physical and digital
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  • 26 ‘Shop’: ideal for students, new- and existing customers with standardized banking needs
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  • 28 ‘Lounge’: primarily designed for building strong relationships whith customers
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  • 30 What are the biggest challenges for the Bank Branche of the Future?
  • 31 Online Mortgage File Challenge 1: Integration offline and online
  • 32 Mortgage advice: video chat and screen sharing
  • 33 Use ServiceAdvice
  • 34 Advice
  • 35 Orientate ServiceAwareness
  • 36 Pro- active Chat support Orientate
  • 37
  • 38 Your own online relationship manager AdviceOrientate Service
  • 39 Personal messages in a secured mobile environment AdviceOrientate Service
  • 40 BuyAdvice ServiceOrientate The future of call centers is here
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  • 43 Challenge 2: ‘Pop-up’ Bank Branches
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  • 46 Do you like this coat? Challenge 3: Is your branche ‘social’?
  • 47 ‘Likes’ online and offline
  • 48 Challenge 4: Recognize your customer
  • 49 Challenge 5: Location Based Services
  • 50 Tell me, what’s your most important…
  • 51 Pascal Spelier Managing Consultant All Channel Experience Reykjavikplein 1, Utrecht, The Netherlands Mobile:+31 (0) 6 53 29 90 17 pascal.spelier@capgemini.com Thank you! @spelier