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Douwe Lycklama increasing customer relevance for banks
1.
tomorrow’s transactions today
ICCI Conference, Sofia Increasing customer relevance for banks Douwe Lycklama – 24 October 2014
2.
2 Increasing customer
relevance for banks. Douwe Lycklama – 24 October 2014. © Innopay BV. All rights reserved. Innopay: independent management consultants specialized in digital strategy and transformation •Founded in 2002 •Partners: Shikko Nijland & Douwe Lycklama •HQ in Amsterdam, NL •17 consultants •Active in transaction and service oriented sectors throughout EU •Member of a.o. EBA, ECP/EPN and EPCA
3.
3 Increasing customer
relevance for banks. Douwe Lycklama – 24 October 2014. © Innopay BV. All rights reserved. Experts in transforming today’s complexity into business opportunities Business Technology Rules & Regulations
4.
4 Increasing customer
relevance for banks. Douwe Lycklama – 24 October 2014. © Innopay BV. All rights reserved. Customers share their ‘digital attention’ more and more
5.
5 Increasing customer
relevance for banks. Douwe Lycklama – 24 October 2014. © Innopay BV. All rights reserved. Public and private services in digital transformation Government Utilities Web merchants The European 2020 initiative promotes cross-border digital transformation E.g. Tuscany goes fully digital, PEPPOL as pan-EU e-procurement Merchants can use customer intelligence for a customized retail process Germany’s e-energy network: a new ICT-based "energy marketplace” Banks Financial services being innovated by non-bank players across the globe
6.
6 Increasing customer
relevance for banks. Douwe Lycklama – 24 October 2014. © Innopay BV. All rights reserved. Small screen: no ‘conversion killers’ allowed
7.
7 Increasing customer
relevance for banks. Douwe Lycklama – 24 October 2014. © Innopay BV. All rights reserved. Transactions: crowded place?!
8.
8 Increasing customer
relevance for banks. Douwe Lycklama – 24 October 2014. © Innopay BV. All rights reserved. The foundation of electronic payments … Bank buyer Bank seller Seller Buyer
9.
9 Increasing customer
relevance for banks. Douwe Lycklama – 24 October 2014. © Innopay BV. All rights reserved. Pay platform ‘on top of’ banking infrastructure Bank buyer Bank seller Seller Buyer Pay platform
10.
10 Increasing customer
relevance for banks. Douwe Lycklama – 24 October 2014. © Innopay BV. All rights reserved. PSP adding simplicity Bank buyer Bank seller Seller Buyer Pay platform PSP
11.
11 Increasing customer
relevance for banks. Douwe Lycklama – 24 October 2014. © Innopay BV. All rights reserved. ‘Mobile era is here’ Bank buyer Bank seller Seller Buyer Pay platform PSP Pay app Pay app
12.
12 Increasing customer
relevance for banks. Douwe Lycklama – 24 October 2014. © Innopay BV. All rights reserved. Online platforms: the continents Bank buyer Bank seller Seller Buyer Pay platform PSP Online platform Pay app Pay app
13.
13 Increasing customer
relevance for banks. Douwe Lycklama – 24 October 2014. © Innopay BV. All rights reserved. Mobile drives usage Bank buyer Bank seller Seller Buyer PSP Online platform App Pay app Pay platform Pay app Pay app
14.
14 Increasing customer
relevance for banks. Douwe Lycklama – 24 October 2014. © Innopay BV. All rights reserved. Ecosystem ‘replicated’ Bank buyer Bank seller Seller Buyer PSP Online platform App Pay app Pay platform PSP Pay app Pay app
15.
15 Increasing customer
relevance for banks. Douwe Lycklama – 24 October 2014. © Innopay BV. All rights reserved. Will new technology push disintermediation? Bank buyer Bank seller Seller Buyer PSP Online platform App Pay app Pay platform PSP Pay app Pay app
16.
16 Increasing customer
relevance for banks. Douwe Lycklama – 24 October 2014. © Innopay BV. All rights reserved. Processor landscape disruption?
17.
17 Increasing customer
relevance for banks. Douwe Lycklama – 24 October 2014. © Innopay BV. All rights reserved. Banks have a hard time keeping up with the pace
18.
18 Increasing customer
relevance for banks. Douwe Lycklama – 24 October 2014. © Innopay BV. All rights reserved. PSD2 is asking more from banks In time & real time More & more; never enough Easier
19.
19 Increasing customer
relevance for banks. Douwe Lycklama – 24 October 2014. © Innopay BV. All rights reserved. ... and redefine the acquiring domain in the payment value chain ? Source: Innopay analysis New XS2A model: entry of TPPs Browser Webshop Routing Service Creditor account Scheme & Directory Scheme Messaging (in scope) Regulated domain Creditor account ‘Standardized API’ Debtor account Debtor Creditor ‘TPP’ Online pymt provider Account servicing PSP Acquiring PSP Traditional 4 corner model Browser Webshop Online Banking Routing Service Debtor account Creditor account Scheme & Directory Messaging (in scope) Traditional scheme Secure messaging Account servicing PSP Acquiring PSP Creditor Debtor Scheme Online pymt provider
20.
20 Increasing customer
relevance for banks. Douwe Lycklama – 24 October 2014. © Innopay BV. All rights reserved. Half full vs half empty 2014 20XX Resistance is futile; take a venturous approach Growing transaction market for both payment & non payment transactions A bright customer’s perspective
21.
21 Increasing customer
relevance for banks. Douwe Lycklama – 24 October 2014. © Innopay BV. All rights reserved. Do not waste a good regulation “Never let a good crisis go to waste” -Sir Winston L.S. Churchill regulation
22.
22 Increasing customer
relevance for banks. Douwe Lycklama – 24 October 2014. © Innopay BV. All rights reserved. Banks traditionally focus on transactions... ...but there’s more to gain at the ‘check in’ Today’s focus Orientation Selection Delivery Customer Care Transaction Check in Tomorrow’s opportunity eID next revenue driver •More transactions •Banks’ opportunity to be(come) relevant
23.
23 Increasing customer
relevance for banks. Douwe Lycklama – 24 October 2014. © Innopay BV. All rights reserved. … it’s already happening Being part of another party’s process is all about 1. Check-in 2. Convenience 3. Security
24.
24 Increasing customer
relevance for banks. Douwe Lycklama – 24 October 2014. © Innopay BV. All rights reserved. The API economy is normalizing
25.
25 Increasing customer
relevance for banks. Douwe Lycklama – 24 October 2014. © Innopay BV. All rights reserved. Digital Identity: banks are well positioned Trust of the consumer Have invested in infrastructure KYC (Looked in the eyes first)
26.
26 Increasing customer
relevance for banks. Douwe Lycklama – 24 October 2014. © Innopay BV. All rights reserved. Digital identity: the mother of all transactions?!
27.
27 Increasing customer
relevance for banks. Douwe Lycklama – 24 October 2014. © Innopay BV. All rights reserved. What can banks offer with Digital Identity Trust Compliance Convenience
28.
28 Increasing customer
relevance for banks. Douwe Lycklama – 24 October 2014. © Innopay BV. All rights reserved. Increasing relevance for both payers and payees Proven business model in The Nordics where goverment & businesses are united by banks Buyer Seller Similar business model as internet payment providers (Trx fee €0.10-0.15) Issuer Acquirer
29.
29 Increasing customer
relevance for banks. Douwe Lycklama – 24 October 2014. © Innopay BV. All rights reserved.
30.
30 Increasing customer
relevance for banks. Douwe Lycklama – 24 October 2014. © Innopay BV. All rights reserved. # Authenticated transactions 2014 2020 Non- payments Payments Market for ‘other’ transactions booming: •Personal data •Contracting •Sign up •Login Market for payment transactions stable Private Government Identity transaction-market about to explode Private sector will drive numbers, government catalyzes
31.
31 Increasing customer
relevance for banks. Douwe Lycklama – 24 October 2014. © Innopay BV. All rights reserved. The land rush for relevance is happening nów… …and banks are not the only providers
32.
32 Increasing customer
relevance for banks. Douwe Lycklama – 24 October 2014. © Innopay BV. All rights reserved. Banks are not alone in the Digital Identity space Banks: customer ownership, trusted relation, strong credentials, Telco’s: customer ownership, access to trusted device Social media: lots of data on consumers ‘Omnipresent’ Identity specialists: technology, B2B relations Postal services: leveraging physical network, brand Merchants: customer knowledge, brand, shopping experience
33.
33 Increasing customer
relevance for banks. Douwe Lycklama – 24 October 2014. © Innopay BV. All rights reserved. Five tweet summary .... (instead of Haiku) 1.Banks have increasing competition for #customer #attention and trust 2.#Banks reintermediate into customer’s daily lives 3.Newcomers and regulators press for #payment innovation #psd2 4.Never waste a good regulation: banking sector enters the #APIeconomy #psd2 5.#Digital #Identity = the new money: from product centric to customer centric #relevance up! @dgwbirch
34.
tomorrow’s transactions today
Thank you For your attention info@innopay.com +31 20 6580651 www.innopay.com Subscribe to our newsletter Douwe Lycklama, douwe@innopay.com, +31 655 711 150
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