The Future of Banking: Trends & Cases

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Presentation on 'The Future of Banking: Trends & Cases', as presented to the Strategy Club in Moscow, Russia.

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The Future of Banking: Trends & Cases

  1. 1. Customer Experience Solutions. Delivered. 1The Future of BankingTrends & CaseJelmer de Jong, Backbase.
  2. 2. Customer Experience Solutions. Delivered. 2
  3. 3. Customer Experience Solutions. Delivered. 3Forrester: Next Gen Digital Financial Services Rising customer expectations and the growing importance of the Web and mobile as sales and service channels mean that financial services e-Business executives need to fundamentally improve the way they serve customers via digital channels.
  4. 4. Customer Experience Solutions. Delivered. 4Key Focus Points Changes in Customer Behavior User Experience Design – Personal & Relevant – Cross Device Journeys Mobile Banking Bank 2.0 Challenges
  5. 5. Customer Experience Solutions. Delivered. 5Self-DirectedCustomer
  6. 6. Customer Experience Solutions. Delivered. 6
  7. 7. Customer Experience Solutions. Delivered. 7Emerging Customer Behavior
  8. 8. Customer Experience Solutions. Delivered. 8
  9. 9. Customer Experience Solutions. Delivered. 9Emerging Changes in Customer Behaviour
  10. 10. Customer Experience Solutions. Delivered. 10Paradigm Shift: From „Inside-out‟ to „Outside-in‟ Outside-In CUSTOMER EXPERIENCE LAYER LOOSELY COUPLED INTERNAL SYSTEMS AND PLATFORMS Inside-Out
  11. 11. Customer Experience Solutions. Delivered. 11User ExperienceDesign
  12. 12. Customer Experience Solutions. Delivered. 12What is good Design?
  13. 13. Customer Experience Solutions. Delivered. 13Elements of Good Design Simplicity Personal & Relevant Smooth Service Cross Channel Customer Journeys Context is King
  14. 14. Customer Experience Solutions. Delivered. 14Good Design : Simplicity
  15. 15. Customer Experience Solutions. Delivered. 15Good Design : Simplicity
  16. 16. Customer Experience Solutions. Delivered. 16Good Design : Simplicity
  17. 17. Customer Experience Solutions. Delivered. 17
  18. 18. Customer Experience Solutions. Delivered. 18
  19. 19. Customer Experience Solutions. Delivered. 19
  20. 20. Customer Experience Solutions. Delivered. 20
  21. 21. Customer Experience Solutions. Delivered. 21
  22. 22. Customer Experience Solutions. Delivered. 22Good Design : Simplicity – Take Away Simplicity = 80 - 20 Rule Simplicity = Mobile First
  23. 23. Customer Experience Solutions. Delivered. 23Personal & Relevant
  24. 24. Customer Experience Solutions. Delivered. 24
  25. 25. Customer Experience Solutions. Delivered. 25
  26. 26. Customer Experience Solutions. Delivered. 26Specially in Russia “75% of Millennials* in Russia think ofthemselves as unique. Compared to 69% in the USA and 55% in the United Kingdom.”*Millennials are born between 1983 and 2000Research by InSites Consulting: http://www.slideshare.net/joerivandenbergh/why-im-unique-by-generation-y-around-the-world
  27. 27. Customer Experience Solutions. Delivered. 27Personal & RelevantTargeting
  28. 28. Customer Experience Solutions. Delivered. 28 Profile A
  29. 29. Customer Experience Solutions. Delivered. 29 Profile B
  30. 30. Customer Experience Solutions. Delivered. 30Personal & RelevantSegmentation
  31. 31. Customer Experience Solutions. Delivered. 31
  32. 32. Customer Experience Solutions. Delivered. 32
  33. 33. Customer Experience Solutions. Delivered. 33Personal & RelevantCustomization
  34. 34. Customer Experience Solutions. Delivered. 34
  35. 35. Customer Experience Solutions. Delivered. 35
  36. 36. Customer Experience Solutions. Delivered. 36Personal & Relevant – Take Away Personal & Relevant = Customization Personal & Relevant = Targeting
  37. 37. Customer Experience Solutions. Delivered. 37User Experience DesignRetail to Banking
  38. 38. Customer Experience Solutions. Delivered. 38Great Design : Smooth Service
  39. 39. Customer Experience Solutions. Delivered. 39Step 1: Explore
  40. 40. Customer Experience Solutions. Delivered. 40Step 2: Buy
  41. 41. Customer Experience Solutions. Delivered. 41Step 3: Track
  42. 42. Customer Experience Solutions. Delivered. 42Smooth Service – Take Away Navigation & Explore = Advisory Tools Buy = Online Enrollment Track = Notify & Alerts
  43. 43. Customer Experience Solutions. Delivered. 43Step 1: Advice & Simulation Tools
  44. 44. Customer Experience Solutions. Delivered. 44Step 1: Advice & Simulation Tools
  45. 45. Customer Experience Solutions. Delivered. 45Step 2: Online Enrollment
  46. 46. Customer Experience Solutions. Delivered. 46Step 3: Status & Product Updates
  47. 47. Customer Experience Solutions. Delivered. 47User Experience DesignAcross Channels
  48. 48. Customer Experience Solutions. Delivered. 48Understand Behavior / Preferences Per Channel
  49. 49. Customer Experience Solutions. Delivered. 49Cross Channel Journeys : Service Design
  50. 50. Customer Experience Solutions. Delivered. 50UbiquityMobile Banking
  51. 51. Customer Experience Solutions. Delivered. 51
  52. 52. Customer Experience Solutions. Delivered. 52
  53. 53. Customer Experience Solutions. Delivered. 53
  54. 54. Customer Experience Solutions. Delivered. 56
  55. 55. Customer Experience Solutions. Delivered. 57Bank 2.0Challenges
  56. 56. Customer Experience Solutions. Delivered. 58Challenge : Eliminate Silo‟s
  57. 57. Customer Experience Solutions. Delivered. 59Unify Content & Applications into Seamless Journey Customer Personal & Contextual Seamless In Control Relevant Smart Journey Customer Centric Experience Layer Application CRM Process Security & Integration Integration Integration Compliance BUs Products Systems Processes Compliance
  58. 58. Customer Experience Solutions. Delivered. 60Widgets (Mix & Match) ONLINE CALL BRANCH MOBILE CENTER OFFICE CUSTOMER ENGAGEMENT PORTAL PERSONALIZATION FORMS 1:1 Marketing Enrollment (targeting, segmentation) Re-Usable Self-Service ... Widgets COMMUNICATION CONTENT Chat, Mail, SMS Consistent Across Channels INTERNET BANKING OTHER APPLILCATIONS 3TH PARTY APPS Transactional CRM PFM
  59. 59. Customer Experience Solutions. Delivered. 61Challenge : Efficient Online Marketing & Sales
  60. 60. Customer Experience Solutions. Delivered. 62Online Traffic Flow Analysis (ABN AMRO case study)86% of all websitetraffic goes straightinto Internet Banking
  61. 61. Customer Experience Solutions. Delivered. 63
  62. 62. Customer Experience Solutions. Delivered. 64
  63. 63. Customer Experience Solutions. Delivered. 65
  64. 64. Customer Experience Solutions. Delivered. 66
  65. 65. Customer Experience Solutions. Delivered. 67BANK 2.0 : Empower All Stakeholders Customers • Superior User Experience • Personal & Relevant • Anytime, Anyplace & Any Device Business IT • Optimize online results • Leverage existing infrastructure • Lower Cost per Contact • Easy integration • Control: less IT dependency • Secure & Performance
  66. 66. Customer Experience Solutions. Delivered. 68Thank YouJelmer de Jong, Backbase.jelmer@backbase.comwww.backbase.com
  67. 67. Customer Experience Solutions. Delivered. 69Questions?

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