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Everyday Bank: A Journey to Digital Transformation

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Accenture’s Senior Managing Director, Juan Pedro Moreno, shares the firm’s vision for banks in the digital age. During this free, one hour long webinar, Juan Pedro will highlight:

- How customer behavior has shaped a digital revolution for banks,
- How technology is blurring the boundaries that define customer service, and
- What threats and opportunities this emerging digital landscape presents for banks.
- Last but not least, he will go into the specific steps banks must take in order to become a successful Everyday Bank.

"Banks face a growing challenge from non-bank entities that are aggressively using digital innovations to take on functions traditionally part of banking. Think Amazon, which now offers loans to its merchants. Or the giant Alibaba, now the world’s largest payment provider. But banks have a huge competitive advantage in this digital world. With their vast digital data, payment know-how and deep understanding of compliance, security and financing, they are positioned to become an Everyday Bank, providing an unparalleled personalized customer experience that cannot be replicated by non-banks."

-- The Everyday Bank, Accenture.

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Everyday Bank: A Journey to Digital Transformation

  1. 1. The Bank of Everyday Positioning banks on the digital revolution
  2. 2. The reality is that change will be driven by emerging customer behaviors Digital Revolution Drivers 4 5 2 3 1 Copyright © 2014 Accenture. All rights reserved. 2
  3. 3. Digital can become, as well, a lever to help ROE to come back to a new normal Impact on Common Equity Tier 1 ratio from 2013 to 2016 in the adverse scenario by country and for individual banks sorted by size of the impact Source: European Banking Authority Copyright © 2014 Accenture. All rights reserved. 3
  4. 4. Banking mega macro trends are reshaping the world banks operate in the digital world Serve new pools of customers efficiently Digital and mobile technology allow to access new pools on under banked or unbaked population across the globe Differentiate and segment Customer experience for different customer pools New customers behavior differ by segment : millennials, aging population, women, etc . Create new products and services in the digital ecosystem Collaboration y the ecosystem create new opportunities Copyright © 2014 Accenture. All rights reserved. 4
  5. 5. Customer behaviours (1/3) Global customer behaviours are changing extensively… 1. Data as of 2012. Source: Accenture Global Consumer Survey 2013 Copyright © 2014 Accenture. All rights reserved. 5
  6. 6. Customer behaviours (2/3) …and leading digital players are transforming the essence of customer interactions and relationships Copyright © 2014 Accenture. All rights reserved. 6
  7. 7. Customer behaviours (3/3) Copyright © 2014 Accenture. All rights reserved. 7
  8. 8. New digital competitors New digital competitors are contesting specific business areas, which are currently typical strongholds of Banks Source: Accenture analysis Copyright © 2014 Accenture. All rights reserved. 8
  9. 9. Innovative players are already exploiting opportunities associated with pre- and post-sale interactions: 5-7 times larger than the payments fee New profit pools 1. Source: MagnaGlobal, Bloomberg Industries 2. Source: Accenture Researh analysis and estimations on BIS, ECB and central banks data 3. Source: Kelton Research/Bazaarvoice, September, 2011 Copyright © 2014 Accenture. All rights reserved. 9
  10. 10. How Banks will orchestrate the fulfilment of life needs Banks can now satisfy all customer life needs in their entirety by developing 3 new roles Copyright © 2014 Accenture. All rights reserved. 10
  11. 11. Benefits for the main stakeholders The “Everyday Bank” proposition provides clear value for Customers, the Bank and other parties in the Ecosystem Copyright © 2014 Accenture. All rights reserved. 11
  12. 12. JUST IN TIME Business + Customer + Interactions + Transactions + Variable cost + Assembling services and utilities + Flexible & fast Embedded into customer digital life Multiplying customer interactions with bank thru ecosystem Advice benefits & New banking facilitator thru ecosystem Banking services ecosystem internal / external Explaining potential business thru digital UBIQUOUS AND MOBILE Just in time personalized marketing and analytics services The Everyday Bank’s obsession will be to pursue the following imperatives… Copyright © 2014 Accenture. All rights reserved. 12
  13. 13. Operating Income % as of today Revenues at risk impact1 Impact of defensive actions Potential Everyday Bank upside Operating Income % by 2020 Money on the table for the Bank (% on operating income – year by 2020) 100% -10/ 30 p.p. (Up to -32 p.p.) +15/20 p.p. revenues increase +30/35 p.p. costs decrease2 125-135% Money on the table The decision to evolve into the Everyday Bank is “mission-critical”: we expect a gap of at least 50% in Operating Income between Banks who conduct the journey and those who do not Impact of “revolutionary” actions 1. The value of Revenues at Risk is relative as it is compared to that of a Bank that is not evolving their business and operating model 2. Data includes Operating costs and Cost of risk. Source: Accenture analysis. Note: Operating income = Revenues - Operating costs - Cost of risk. Copyright © 2014 Accenture. All rights reserved. 13
  14. 14. In summary •“True Omnichannel” •Branches YES but different •Open to ecosytem •New Entrants YES , but …at core? •Trust & Reputation •Migration vs transformation •Service y customer Experience Matters : new segmentation? •Just in time Banking Copyright © 2014 Accenture. All rights reserved. 14
  15. 15. Two speeds , Three Hats Copyright © 2014 Accenture. All rights reserved. 15

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