Christophe Langlois, Visible-Banking.com Athenes, Novembre 2008 Internet & Mobile Novembre 2008
Online Financial Services <ul><li>Monitoring, Trendwatching, Measuring  </li></ul><ul><li>Social Media to Drive Customer A...
Listen, Watch Trends, and Measure www.Visible-Banking.com
Wells Fargo 2.0: Create Emotions www.Visible-Banking.com
SNS Reaal 2.0: Customize & Reach www.Visible-Banking.com
Useful Services, the Best Retention Tools www.Visible-Banking.com
NyKredit: Winner, Online Award 2008 1 st   www.Visible-Banking.com
NyKredit’s WebDesk 2.0 •  Dramatic increase of the conversion rate •  Leads up to 500% •  Sales up to 400% Success Measure...
Swedbank’s 4 th  Gen. Internet Bank •  98% of clients migrated voluntarily in only 2 months •  Growth speed of online sale...
Bank Hapoalim’s PFM Budget Tool <ul><li>•  Drive Online Banking Adoption </li></ul><ul><li>Attract Business from Duo Custo...
Can You Spot the Difference? Educate your customers: they need to act responsibly! www.Visible-Banking.com
IB Security Framework: a Layered Approach www.Visible-Banking.com
7 Killer Apps for Web 2.0 “BTF” <ul><li>Internal Monitoring and Intervention Systems </li></ul><ul><li>Using Web 2.0 inter...
Mobile Financial Services <ul><li>Mobile Financial Services Landscape </li></ul><ul><li>mBanking: Opportunities & Challeng...
Leveraging the mobile penetration rate <ul><li>There are over 3 billion mobile phones in the world,  but only 1,5 billion ...
Mobile Financial Services mBanking  - Ideal for balance enquiries, funds transfers, expense management, bill and credit ca...
Mobey Forum <ul><li>Challenges faced by the banking industry </li></ul><ul><ul><li>Credit-crunch (mobile cuts costs) </li>...
Mobile Banking Worldwide Expansion www.Visible-Banking.com
Three Main Mobile Banking Technologies www.Visible-Banking.com
mBanking: Opportunities & Challenges <ul><li>The key: mobile customer experience </li></ul><ul><ul><li>functionality, qual...
Lloyds TSB’s SMS Text Alert Service •  Greater control •  Ease-of-use •  Increased awareness •  More confident Key Benefit...
Universal Service with Rendering Engine www.Visible-Banking.com
Education to Drive Adoption The benefits of Mobile Banking are not as obvious to your customers as you think www.Visible-B...
The Frontier is blurred btw Telcos&Banks Banks / MVNOs Telcos / Banking License Joint-Ventures www.Visible-Banking.com
Solutions for Retail & Business Customers www.Visible-Banking.com
Near-Field Communications (NFC) <ul><li>Key opportunities </li></ul><ul><ul><li>Payment, transit, marketing loyalty, authe...
Successful Apps for NFC www.Visible-Banking.com
NFC - Transit Hong Kong Transit’s Octopus card uses NFC technology and was deployed very quickly.  In Japan, there are 74m...
Mobile contactless payments <ul><li>Drivers </li></ul><ul><ul><li>1. cash replacement  </li></ul></ul><ul><ul><li>2. fast ...
MicroFinance: Mob. Banking for the Unbanked <ul><li>Target </li></ul><ul><ul><li>3 billion people leaving under US$ 2 </li...
MicroFinance: Examples in BRIC & Africa <ul><li>Safaricom (2006):  Mobile wallet for remittances, purchases, bill pay, sto...
Google’s Open Handset Alliance <ul><li>Mobile is a huge opportunity, but data are price-elastic, and the high-cost of data...
MasterCard’s Unique Stadium Offering www.Visible-Banking.com
Christophe Langlois, Visible-Banking.com Athenes, Novembre 2008 Internet & Mobile Novembre 2008
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Visible Banking - Key trends in Online & Mobile Banking

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Visible Banking - Key trends in Online & Mobile Banking

  1. 1. Christophe Langlois, Visible-Banking.com Athenes, Novembre 2008 Internet & Mobile Novembre 2008
  2. 2. Online Financial Services <ul><li>Monitoring, Trendwatching, Measuring </li></ul><ul><li>Social Media to Drive Customer Advocacy </li></ul><ul><li>Value Added Services to Drive Retention </li></ul><ul><li>Online Security: a Layered Approach </li></ul><ul><li>Online Award 2008: Winner & Nominees </li></ul><ul><li>The 4 th Generation Internet Bank </li></ul><ul><li>7 Killer Apps for Web 2.0 Behind The Firewall </li></ul>
  3. 3. Listen, Watch Trends, and Measure www.Visible-Banking.com
  4. 4. Wells Fargo 2.0: Create Emotions www.Visible-Banking.com
  5. 5. SNS Reaal 2.0: Customize & Reach www.Visible-Banking.com
  6. 6. Useful Services, the Best Retention Tools www.Visible-Banking.com
  7. 7. NyKredit: Winner, Online Award 2008 1 st www.Visible-Banking.com
  8. 8. NyKredit’s WebDesk 2.0 • Dramatic increase of the conversion rate • Leads up to 500% • Sales up to 400% Success Measures • WebDesk Phase 1 -> Q1 2007 • WebDesk Phase 2 -> Q2 2008 WebDesk 2.0 www.Visible-Banking.com
  9. 9. Swedbank’s 4 th Gen. Internet Bank • 98% of clients migrated voluntarily in only 2 months • Growth speed of online sales • Positive feedback from clients and employees Success Measures <ul><li>• Customer Base </li></ul><ul><li>Customer offers and personalization </li></ul><ul><li>Customer “comfortability” </li></ul><ul><li>Security </li></ul>4 Key Areas www.Visible-Banking.com
  10. 10. Bank Hapoalim’s PFM Budget Tool <ul><li>• Drive Online Banking Adoption </li></ul><ul><li>Attract Business from Duo Customers </li></ul>2 Key Benefits “ Why not make customers pay for Online Banking?” www.Visible-Banking.com
  11. 11. Can You Spot the Difference? Educate your customers: they need to act responsibly! www.Visible-Banking.com
  12. 12. IB Security Framework: a Layered Approach www.Visible-Banking.com
  13. 13. 7 Killer Apps for Web 2.0 “BTF” <ul><li>Internal Monitoring and Intervention Systems </li></ul><ul><li>Using Web 2.0 internally to “blow up” the company </li></ul><ul><li>Merging of Internal apps & external collaborative environments </li></ul><ul><li>Step-By-Step replacement of current “dinosaur” infrastructures </li></ul><ul><li>Standardization of all user experiences (internal & external) connecting everybody to everybody (when allowed) </li></ul><ul><li>Replacing many traditional “workflow and BPM tools” with Lite rule-based/knowledge-based apps </li></ul><ul><li>In merger and splitting-up programs and projects </li></ul>www.Visible-Banking.com
  14. 14. Mobile Financial Services <ul><li>Mobile Financial Services Landscape </li></ul><ul><li>mBanking: Opportunities & Challenges </li></ul><ul><li>Education to Drive Adoption </li></ul><ul><li>Blurred Frontier between Banks & Telcos </li></ul><ul><li>Near-Field Communications </li></ul><ul><li>Micro Finance </li></ul><ul><li>Innovations from Google & Mastercard </li></ul>
  15. 15. Leveraging the mobile penetration rate <ul><li>There are over 3 billion mobile phones in the world, but only 1,5 billion credit cards! </li></ul><ul><li>Gives banks access to a growing subset of customers </li></ul><ul><ul><li>40% of bank customers are interested in mobile services </li></ul></ul><ul><ul><li>25% of bank customers would consider switching banks for mobile banking services Source: “Mobile Banking: Weighing the Lessons Learned,” Bank Systems & Technology (July 29, 2008) </li></ul></ul><ul><li>mBanking is a new segment </li></ul><ul><ul><li>Only 50- 60% of mBanking users are also online banking users Source: Absa </li></ul></ul>www.Visible-Banking.com
  16. 16. Mobile Financial Services mBanking - Ideal for balance enquiries, funds transfers, expense management, bill and credit card payments, stopping payments, mobile statements and loans. Mobile Payments - Key challenges: Money laundering issues (especially cross-border) and the complex value chain (the total revenue stream is getting smaller, as charges reduce. Currently the banks’ margin is 0.3%) www.Visible-Banking.com
  17. 17. Mobey Forum <ul><li>Challenges faced by the banking industry </li></ul><ul><ul><li>Credit-crunch (mobile cuts costs) </li></ul></ul><ul><ul><li>SEPA </li></ul></ul><ul><ul><li>Increased regulation </li></ul></ul><ul><ul><li>New entrants (eg PayPal) </li></ul></ul><ul><ul><li>Business cases for cash replacement & mobile payments </li></ul></ul><ul><li>3 business models for a service provider </li></ul><ul><ul><li>Collaborative, Joint-Venture and Independent Model </li></ul></ul>www.Visible-Banking.com
  18. 18. Mobile Banking Worldwide Expansion www.Visible-Banking.com
  19. 19. Three Main Mobile Banking Technologies www.Visible-Banking.com
  20. 20. mBanking: Opportunities & Challenges <ul><li>The key: mobile customer experience </li></ul><ul><ul><li>functionality, quality and utility </li></ul></ul><ul><li>Consumers want mobile services that are </li></ul><ul><ul><li>intuitive, easy to use, uncluttered, secure, integrated, trusted and customizable. </li></ul></ul><ul><li>Potential barriers to adoption of mBanking </li></ul><ul><ul><li>Ease of use, Security, Convenience and cost </li></ul></ul><ul><li>And the supply chain is complex with issues around collaboration and revenue sharing </li></ul>www.Visible-Banking.com
  21. 21. Lloyds TSB’s SMS Text Alert Service • Greater control • Ease-of-use • Increased awareness • More confident Key Benefits <ul><li>• Previous day’s closing balance </li></ul><ul><li>Last six transactions </li></ul><ul><li>Sent weekly or daily </li></ul><ul><li>Secure </li></ul>4 Key Features www.Visible-Banking.com
  22. 22. Universal Service with Rendering Engine www.Visible-Banking.com
  23. 23. Education to Drive Adoption The benefits of Mobile Banking are not as obvious to your customers as you think www.Visible-Banking.com
  24. 24. The Frontier is blurred btw Telcos&Banks Banks / MVNOs Telcos / Banking License Joint-Ventures www.Visible-Banking.com
  25. 25. Solutions for Retail & Business Customers www.Visible-Banking.com
  26. 26. Near-Field Communications (NFC) <ul><li>Key opportunities </li></ul><ul><ul><li>Payment, transit, marketing loyalty, authentication </li></ul></ul><ul><li>Key issues </li></ul><ul><ul><li>Availability of handsets and security </li></ul></ul><ul><li>NFC is a key enabling technology Source: Mobey Forum </li></ul><ul><li>NFC payments using a mobile are quick & convenient and could replace cards, but it is still difficult to build a business case. Develop NFC on cards first. Source: Nordea </li></ul>www.Visible-Banking.com
  27. 27. Successful Apps for NFC www.Visible-Banking.com
  28. 28. NFC - Transit Hong Kong Transit’s Octopus card uses NFC technology and was deployed very quickly. In Japan, there are 74million NFC chips in mobile phone. www.Visible-Banking.com
  29. 29. Mobile contactless payments <ul><li>Drivers </li></ul><ul><ul><li>1. cash replacement </li></ul></ul><ul><ul><li>2. fast & convenient </li></ul></ul><ul><li>Challenges </li></ul><ul><ul><li>Business Models </li></ul></ul><ul><ul><li>Schedule for contactless </li></ul></ul><ul><ul><li>Standards for mobile contactless </li></ul></ul>www.Visible-Banking.com
  30. 30. MicroFinance: Mob. Banking for the Unbanked <ul><li>Target </li></ul><ul><ul><li>3 billion people leaving under US$ 2 </li></ul></ul><ul><ul><li>Dispersed / far from infrastructure </li></ul></ul><ul><ul><li>Limited education, illiteracy </li></ul></ul><ul><ul><li>No formal identification and financial document </li></ul></ul><ul><ul><li>Require a range of financial services </li></ul></ul><ul><ul><li>Cultural bias or negative perception of banking </li></ul></ul><ul><li>Key challenges, </li></ul><ul><ul><li>Clients adoption, Interoperability, Liquidity/conversion to/from cash, Regulatory issues </li></ul></ul>www.Visible-Banking.com
  31. 31. MicroFinance: Examples in BRIC & Africa <ul><li>Safaricom (2006): Mobile wallet for remittances, purchases, bill pay, store value </li></ul><ul><li>2,500+ agent locations, Available to anyone, No joining or monthly fees, No minimum balance, Pay-as-you-go pricing </li></ul><ul><li>2.5 mil registered clients in 2 yrs, Handles USD 1.5 mil daily </li></ul><ul><li>Banco Bradesco: Pension payments, utilities, loans, savings, purchases all enabled </li></ul><ul><li>17,360 POS-equipped merchants acting as agents of largest bank </li></ul><ul><li>Banks reach all 5,561 municipalities </li></ul><ul><li>12 mil accounts opened ’02-’06, 1.5 bil transactions via agents in 2006 </li></ul><ul><li>Replaced branches as #1 service pt </li></ul>www.Visible-Banking.com
  32. 32. Google’s Open Handset Alliance <ul><li>Mobile is a huge opportunity, but data are price-elastic, and the high-cost of data discourages use </li></ul>Source: http://code.google.com/android/index.html (Nov 2008) www.Visible-Banking.com
  33. 33. MasterCard’s Unique Stadium Offering www.Visible-Banking.com
  34. 34. Christophe Langlois, Visible-Banking.com Athenes, Novembre 2008 Internet & Mobile Novembre 2008

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