Bank2.0 TD Keynote

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BANK 2.0 Keynote delivered to the TD CIO counsel in T

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Bank2.0 TD Keynote

  1. 1. The 3 Phases of Customer Behaviour Disruption THE BIG SHIFT
  2. 2. THE BIG SHIFT The 3 Phases of Customer Behaviour Disruption 1 Internet gives Control & Choice
  3. 3. 300% $ Increase Since Jan 09x2 Online as % of 15% Retail Deposits Market Source: Reuters
  4. 4. “We’re living in a world of mouth world...” Gary Vaynerchuk
  5. 5. I trust my network more than I trust your brand...
  6. 6. THE BIG SHIFT The 3 Phases of Customer Behaviour Disruption 2 Mobility gives Anywhere & Anytime
  7. 7. Mobility Usability
  8. 8. Take up of Bank of America Mobile (App Phone) Internet Banking 5000000 4000000 3000000 2000000 1000000Aug-07Oct-07 Dec-07 Feb-08 Apr-08 Jun-08 Aug-08 Oct-08 Dec-08 Feb-09 Apr-09 Jun-09 Aug-09 Oct-09 0 Dec-09 Feb-10 Apr-10
  9. 9. 16
  10. 10. Slow Mobile App Involvement • 8,012 FDIC Insured Institutions in the USA As at Q1 2010 • Dedicated iPhone Apps: 257 • Specialized Mobile Websites:54 • Android or other: 284.2%* source: iTunes/Apple Inc, NetBanker.com, Mobile Phone McGee * With confidence error adjustment Who does your head of mobile report to?
  11. 11. Behavioral Shift 97% own a computer 94% own a mobile phone 76% use Instant Messaging 15% of IM users are logged on 24/7 34% use websites as their primary source of news 28% author a blog and 44% read blogs 49% download music using peer-to-peer file sharing 75% of college students have a Facebook account 60% own some type of portable music and/or video device such as an iPod Source: Heidi Przybyla "Obamas `Youth Mojo Sparks Student Activism, Fueling Campaign", Bloomberg.com (May 7,2007) Source: Generation Y, Business Week, February 15 1999
  12. 12. THE BIG SHIFT The 3 Phases of Customer Behaviour Disruption 3 MobilePayments gets us Ubiquitous & Cashless
  13. 13. Who is in charge of phasing out cheques?
  14. 14. Source: Celent
  15. 15. Why don’t we give our customers mobilephones instead of checking accounts?
  16. 16. How will I apply for a creditcard if there is no plastic?
  17. 17. Hot mortgage deals*Citibank offset 6.5% 14 yearsHSBC Fixed Rate 5.75% 18 yearsBank of America 5.65% 18 years More deals*Based on 30% deposit and mean value of houses in street $765,452
  18. 18. THE BIG SHIFTPoint-of-Impact
  19. 19. Uses non-bank Card Direct Mail Offer Client walks into More Direct Mail2010 or Cash “SPAM” store SPAM? Lost Opportunity
  20. 20. iAd1 Billion Ad impressions per day (based on 100 Million units sold)
  21. 21. DataWho?When?Why?How?Where?
  22. 22. THE BIG SHIFTBreaking the silos
  23. 23. “The world is changing very fast. Big will not beat small anymore...it will be the fast beating the slow.” Rupert Murdoch, 79
  24. 24. Leading UK Bank£540mm £4.8mmBRANCH WEB, SOCIAL & MOBILE 8% 43% 2010 Budget 2010 Transactions
  25. 25. Budgets reinforce silos
  26. 26. THE BIG SHIFTIt’s not about channel, it’s not about technology Simplicity Engagement
  27. 27. Out Now!Follow me on Twitter: @brettkingEmail me: bking@userstrategy.com

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