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Ryan Miller, SVP Design & Delivery Leader, Innovation Group, Wells Fargo
- 1. Today, Tomorrow and Beyond: Innovation in Financial Services Ryan Miller SVP, Student Segment Strategy Leader September 20, 2018 © 2018 Wells Fargo Bank, N.A. All rights reserved.
- 2. First came paper, then digital, then mobile
- 3. What’s next?
- 4. The bank of the future is frictionless
- 5. It is in the palm of your hand
- 6. In the car
- 7. In your home
- 8. When you’re out and about
- 9. Transforming the customer experience Transforming the customer experience
- 10. Thank You
Editor's Notes
- It wasn’t long ago that you had to plan ahead and drop a check in the mail with enough time to be sure your bills cleared without penalty. In the 90s, came online banking (we did it first). A huge leap in helping put customers in control of their finances and check important information such as their balances in real-time. And now you can access your banking assets digitally on your phone or tablet from anywhere with an internet connection. Nowadays you can essentially run up against the last minute, reach for your phone or tablet, and submit your payment from anywhere in the world. Virtually all financial assets are digital in nature and design, making them tailor-made to leverage the rapidly evolving digital world. By definition, financial services must morph and adjust as new industries are created, as new business models are created, as new customer needs surface.
- We live in a super connected world and now more than ever we need to address how we deliver consistent and relevant experiences, at appropriate times, in appropriate places
- The future is about touch and voice—an evolution of the way we have all interacted for thousands of years with one another. The smartphone has made everything more personal, extending your reach and bringing all the knowledge in the world to the palm of your hand. And now, with IoT, you have almost the entire physical world at your hands, too.
- As a company, we’re interested in big ideas that can make banking faster, easier, smarter, and safer — for our customers and the whole financial services industry. A good idea is only a good idea when it begins when the inception of development is geared toward solving a consumer’s need Our 28.8 million digital active customers are increasingly using our award-winning online and mobile capabilities. For the first time in May 2017, we had more mobile active customers than online active customers, and we continue to invest in our mobile capabilities, including the ability to open accounts through mobile. Examples of transformative customer experiences: Card-free ATMs Control Tower Data + AI (Help protect against fraud)