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The battle for retail bank customers - Bankdagen 2010


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Presented by Gustaf Brandberg at Bankdagen 26 May, 2010.

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The battle for retail bank customers - Bankdagen 2010

  1. Bankdagen 2010The battle for retail bank customers<br />Gustaf Brandberg<br />Digital Business Advisor<br />Digital Transformation & Consulting<br />Tieto Corporation<br /><br />
  2. In previousepisodes:<br />Fivethesis from Bank 2.0<br />
  3. #1 Get to know your customers.<br />How will my divorce affect my economy?<br />What happens when I retire?<br />What if I lose my job?<br />Can I afford a bigger house?<br /><br />
  4. #2 Provide simplicity…<br />Simple search<br />Check your account balance and budget in the store<br />Transfer money to your child’s account with one word<br />
  5. #3 …assisted by a human touch<br />
  6. #4 …on The People Web<br /><br />
  7. #5 …from vision to execution<br />
  8. New players:Re-think your competition, orWhat is a bank?<br />
  9. Peppe, my personal banker.<br />”The main reason we have a bank is to get rid of the transaction costs for card payments.”<br />JörgenWennbergCEO, Ica Banken<br />
  10. Your options forIncremental innovation<br />
  11. Trust<br />or Cost?<br />
  12. Customer<br />Phone<br />Bank<br />Community Moderator<br />reactive<br />proactive<br />Service Design<br />Branch Office<br />Self <br />Service<br />CustomerExperience<br />Managers<br />Digital<br />Dialogues<br />
  13. Your options forDisruptiveinnovation<br />
  14. Otherplayers<br />
  15. Hot trends in mobile consumerapplications:<br />Mobile Money Transfer <br />Mobile Payment <br />Near Field Communication<br />
  16. New products and services<br />2011: Swedish person-to-personpayment service…?<br />Butthere is alreadysuch a service!<br />(BTW, PayPal’s First person-to-personpaymentapplication for Palm waslaunched in 1999)<br />
  17. Place your bets!<br />17<br />5/25/2010<br />
  18. Horsespainted by a committee<br />18<br />5/25/2010<br />
  19. 19<br />Services Tieto is building<br />Proximity PaymentsProximity payments<br />Loyalty programs<br />Inshopquidance<br />Trust services<br />AuthenticationSecurity<br />Ticketing<br />Public transport<br /> ticketing<br /> Movie theater tickets<br /> Airline ticketing<br /> Parking payment<br /> Road tolls<br />mBanking<br />Account management<br />eInvoicing<br />Trading<br />Wealth management<br />Financing<br />Remote payments in digital services<br />Remote payment<br />Micropayments<br />P2P payments<br />Rewarding<br />Phonebook:<br />Matti Meikäläinen<br />Maria<br />Maija Mainio<br />Jussi Juonio<br />Paul Sminth<br />SMS<br />E-mail<br />Money<br />MMS<br />SelectCancel<br />
  20. In conclusion<br />
  21. The party is getting crowded:Adaptnow or fadeaway<br />
  22. Synchronize all channels with excellent customer interaction management<br />22<br />5/25/2010<br />
  23. Allow innovative newservices to cannibalizeon existingones<br />23<br />5/25/2010<br />
  24. Thanks<br />This presentation will be available on<br />It contains Public Domain pictures from Wikimedia Commons<br /><br />Gustaf Brandberg<br />Digital Business Advisor<br />Digital Transformation & Consulting<br />Tieto Corporation<br /><br /><br />