Be a digital disruptor and think Outside-In when designing your bank.

1. Outside-In Digital Disruption
Digital penetration is increasing on every continent.
The sales potential of online and mobile channels is phenomenal.
Retail banks have made a first step towards a customer-centric approach in
an omni-channel environment.
The most significant priorities for the consumer finance
business based on the banks’ opinion on a scale from 1-7.
The scale of achieved targets for sales and
service capability.
It is time to act now!
BeaDigitalDisruptor:ThinkOutside-In
But banks are lagging behind when it comes to customer satisfaction and trust.
Customer demands shift towards a unified banking solution addressing individual
aims across all channels.
Banks’ sales & marketing are becoming more intelligent...
Watch out: independent market players are stealing your most profitable customers
3,001,707,099
32%
84%
21%
73.5%
(in 2013) 72.9%
(in 2014) 4
54%
72.9%
?
?
8%
46%
56%
of consumers
distrust their
banks5
22%
North and South
America
% population 1
Africa
Middle East
Asia
Australia
Europe
70%
Online
59%
Mobile
26.5%
Online
19%
Mobile
48.3%
Online
25%
Mobile
70.5%
Online
64%
Mobile
34.7%
Online
23%
Mobile
72.9%
Online
64.6%
Mobile
20142010 20132009 2012201120082007
3 Billion
2.5 Billion
2 Billion
1.5 Billion
1 Billion
Internet users in the world... and counting 2
was achieved through the ONLINE
channel in 2013
was achieved through the MOBILE
channel in 2013
For the year 2018banks expect digital channels
to be significantly important in terms of product sales:
Banks are
fundraising
innovation
in channels
above all else
Expected increase or decrease of innovation
in 2014 compared to 2013
of the population worldwide have
an active mobile-broadband
subscription by end 2014
of the population in
developed countries
of the population in
developing countries 3
Following a solid improvement last year, the Customer Experience Index
for retail banking declined in 2014.
of consumers believe that all
financial institutions are the same5
of mobile users have
considered deleting
the bank’s mobile app. 6
Mobile300
Web/Tablet102
Call Centre90
ATM48
Branch1.5
Predicted interactions 2016Want their bank to send a notice of irregular
account activity or changes to account
information via a mobile app.
have downloaded
a banking app but
do not use it.
Banks are using
micro segmentation
Banks are using
predictive analysis
have the capability of event
based real-time marketing
on the online channel
have the capability of event
based real-time marketing
on the mobile channel
of retail banks will have Big Data
projects for collecting and using
unstructured information from digital
channels within the next three years
230mil 42
mil
PayPal users
Customer Experience Index
mobile transactions
in 15 months
(Starbucks)
10milusers on mint.com
1.2mildownloads of
Outbank in the
app store
1,900financial apps in the
iTunes App Store
beginning with the
letter A 8
2014
2015
2016
Be customer-relevant
Pioneer new technologies
Provide a seamless customer experience
Enable contextual sales
Turn mobile into your #1 sales channel
Sources:
1.
The World in 2014: ICT Facts and Figures, Internetworldstats
2.
Internetlivestats
3.
The World in 2014: ICT Facts and Figures
4.
World Retail Banking Report 2014 - Capgemini and Efma
5.
Global Consumer Banking Survey 2014 - Ernst & Young
6.
A survey of Mobile Banking consumer experiences
- Varolii Cooperation
7.
King, Brett (2013) Bank 3.0
8.
PayPal, Starbucks, mint.com, Outbank, iTunes App Store
7 7
5.97
5.91
5.66 5.59 5.55
6 6
3 3
5 5
2 2
4 4
1 1
Growrevenues
Improvecustomerservice
Improveloyalty/retention
Increasecostefficiency
Extendchannel
rangeandfeatures
4.17
Multichannel
service
4.09
Multichannel
sales
(existing cust.)
3.28
Multichannel
sales
(new cust.)
Simple products
Complex products
5.89
4.78
5.53
4.13
4.42
3.87
5.10
(Channels)
4.79
(CX)
4.61
(Products)
4.52
(Sales)
4.28
(Processes)
Increase
Decrease
65%
5%
58%
6%
86%
1%
78%
1%
70%
3%
58%
43%
28%
68%
86%
(1=very low, 7=very high)
(1=very low, 7=very high)
(1=very low, 7=very high)
(1=very low, 7=very high)
Estimated interactions per consumer 7
Only 9.2%
of sales
Only 1.1%
of sales
Find out more about Misys FusionBanking Essence Digital
www.misys.com/digital