The document discusses the capabilities and future of mobile financial services. It examines how mobile is impacting the financial services sector and changing consumer relationships. Mobile banking usage is increasing and will become the primary digital channel by 2013. This means interactions with banks have risen from once a week historically to nearly daily now. New propositions and behaviors are emerging as customers give permission for banks to engage through mobile. However, organizations face challenges in aligning processes and skills to fully capitalize on these opportunities. The document ends with a group exercise to discuss impacts and opportunities for different business areas.

1. Developing a Mobile Proposition
Section 2: Examining the capabilities of
mobile: present and future
MICHAEL NUCIFORO
Mobile Consultant, Innovator and Futurist

2. Section 2 – 9:45 to 10:25
Introduction to mobile financial services and its implications
• Introduction to mobile financial services and its implications
• Examining the impact of mobile on the financial services sector
• The roles and drivers of different players: banks, handset manufacturers and MNO’s
• How is the relationship with consumers changing?
• Identifying opportunities and threats to different organisations, processes and services
• Group exercise: discuss the impact and opportunities for your business area
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3. Mobile banking has now arrived…
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4. Desktop is plateuing…
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5. Incremental interactions…
• On average an active Mobile Banking user will login 20 times a
month.
• This means 1 Mobile Banking user will log in the same amount
of times as 5 Online Banking users.
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6. Increasing not shifting…
40%
60%
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7. We have a new number one…
“Mobile will be the primary digital touch point for
most financial institutions by the end of 2013”
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8. No sales yet…
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9. New business model…
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10. This means…
“The number of interactions consumers are having
with their bank has increased from once a week, for
much of the last century, to nearly once a day”
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11. With more to come…
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12. The opportunity…
Your customers have given you permission to
be in their pocket. What will you do with
that honour?
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13. New propositions will emerge…
Jack, aged 56 Teacher - $40,000
“My friends and I all use Mobile banking but I can’t wait
until I can do more…”
Jack opens his new The app tells Jack the Jack buys the TV
Mobile app and takes price of the TV and using her debit card.
a photo of the TV he the current balance He shares the buy
wants to purchase. of his bank accounts. with his friends.
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14. …and change behaviours…
Sam, aged 27 Real Estate - $50,000
“It is really exciting to see where mobile is heading and
what it means for my lifestyle…”
Sam is walking past He uses his new Sam then shares the
his favourite mobile tap-and- deal with friends.
technology store. He collect service to pay He gets a bigger
gets a notification for the goods and get discount next time if
about a new offer. them instantly. he socialises it.
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15. Two rivals can be friends…
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16. For staff…
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17. No where to hide…
Design
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18. Unintended consequences…
• Organisational investment and structure are not in place
• Business processes are not aligned to mobile
• Skills and knowledge gaps are holding back progress
• You need to educate so you don’t have time to innovate
• Systems are not in place for testing and development
• Mobile should be BAU but its still a project
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19. Group Exercise
• Discuss the impact and opportunities for your business area
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