Presentation for the ICTDay in Luxemburg on the retail bank of the future. How to use Sitecore and create the ultimate Customer Experience in retail banking.
Fincluziv Startupbootcamp Fintech Demo Day PitchBruno Gremez
Supporting slides for our Startupbootcamp Demo Day Picth made on April 30, 2019 in front of several hundreds of bankers, investors, fintech entrepreneurs, regulators, etc.
Petit-Déjeuner OCTO / Ailancy : "La banque de demainOCTO Technology
Evolution démographique, déplacement des zones de croissance, raréfaction des ressources naturelles, transition socio-écologique, révolution technologique, transformation des modes de consommation…
Autant de bouleversements profonds qui poussent les modèles actuels dans leurs retranchements.
Comment les banques françaises peuvent-elles transformer ces pressions extérieures en opportunités de développement ?
Quels modèles suivre ou inventer ?
Quelles actions entreprendre immédiatement pour être prêt demain ?
Les cabinets de conseil AILANCY et OCTO TECHNOLOGY décryptent les tendances prospectives et éclairent les scénarii d’évolution possibles qui permettront aux banques traditionnelles de pérenniser leurs activités et de relever de nouveaux défis.
AILANCY et OCTO TECHNOLOGY imaginent les modèles bancaires gagnants, en replaçant le client au cœur des préoccupations et en s'appropriant les nouveaux usages.
La banque de demain : quelles évolutions pour le modèle bancaire ?OCTO Technology
Introduction: les enjeux pour les banques décryptés par OCTO Technology.
Pour être tenu au courant de chaque sortie de chapitre, cliquez ici : http://bit.ly/OCTODigitalBanking
In the digital age, custimer service means far more than answering a phone call or replying to a mail or handlinga complaint.
It is going beyond these basics and enabling a great purchase & usage journey for the customer.
This presentation hopefullt helps you think, what are the pain points for customers & how can we ease them? what are teh pleasure points and how can we enhance them and most importantly how can we value add beyond what they expect and digitally delight them.
Happy reading...may it provoke you!
Peterjan Van Nieuwenhuizen - Transformation vs Enterprise distruptionAgile Impact Conference
Jenius was set up as a startup within an existing bank to address the major opportunity of serving Indonesia's growing consuming class with a digital financial service. Jenius offers a mobile and web app with an international debit card and physical touchpoints. It has strong market performance with over 0.8 million customers. Building Jenius as a startup taught the bank how to implement agile methodology, microservices architecture, and open APIs. Jenius also provided valuable lessons and capabilities to enable a broader digital transformation.
Fincluziv Startupbootcamp Fintech Demo Day PitchBruno Gremez
Supporting slides for our Startupbootcamp Demo Day Picth made on April 30, 2019 in front of several hundreds of bankers, investors, fintech entrepreneurs, regulators, etc.
Petit-Déjeuner OCTO / Ailancy : "La banque de demainOCTO Technology
Evolution démographique, déplacement des zones de croissance, raréfaction des ressources naturelles, transition socio-écologique, révolution technologique, transformation des modes de consommation…
Autant de bouleversements profonds qui poussent les modèles actuels dans leurs retranchements.
Comment les banques françaises peuvent-elles transformer ces pressions extérieures en opportunités de développement ?
Quels modèles suivre ou inventer ?
Quelles actions entreprendre immédiatement pour être prêt demain ?
Les cabinets de conseil AILANCY et OCTO TECHNOLOGY décryptent les tendances prospectives et éclairent les scénarii d’évolution possibles qui permettront aux banques traditionnelles de pérenniser leurs activités et de relever de nouveaux défis.
AILANCY et OCTO TECHNOLOGY imaginent les modèles bancaires gagnants, en replaçant le client au cœur des préoccupations et en s'appropriant les nouveaux usages.
La banque de demain : quelles évolutions pour le modèle bancaire ?OCTO Technology
Introduction: les enjeux pour les banques décryptés par OCTO Technology.
Pour être tenu au courant de chaque sortie de chapitre, cliquez ici : http://bit.ly/OCTODigitalBanking
In the digital age, custimer service means far more than answering a phone call or replying to a mail or handlinga complaint.
It is going beyond these basics and enabling a great purchase & usage journey for the customer.
This presentation hopefullt helps you think, what are the pain points for customers & how can we ease them? what are teh pleasure points and how can we enhance them and most importantly how can we value add beyond what they expect and digitally delight them.
Happy reading...may it provoke you!
Peterjan Van Nieuwenhuizen - Transformation vs Enterprise distruptionAgile Impact Conference
Jenius was set up as a startup within an existing bank to address the major opportunity of serving Indonesia's growing consuming class with a digital financial service. Jenius offers a mobile and web app with an international debit card and physical touchpoints. It has strong market performance with over 0.8 million customers. Building Jenius as a startup taught the bank how to implement agile methodology, microservices architecture, and open APIs. Jenius also provided valuable lessons and capabilities to enable a broader digital transformation.
The future of financial services marketing communicationsChristopher Brooks
Lexden's presentation made to the PROTECT (life, health and payment insurance forum) in response to FCA consultation paper. Covering how marketing communications will change to meet consumers changing needs
Innovative Approaches to B2B Commerce in the Digital Age (1) (2).pdfMailing Data Solutions
Welcome, everyone, to today's presentation on "Innovative Approaches to B2B Commerce in the Digital Age." In this rapidly evolving landscape, traditional B2B commerce strategies are being reshaped by digital technologies. Today, we'll explore some cutting-edge approaches that businesses can adopt to thrive in this dynamic environment..
Modern Union was founded in 2011 by Matt Gill, David Indo and Tom Denford, 3 high-profile and highly experienced media and communication experts.
Modern Union is a new type of communications agency built upon a set of principles designed to fulfil the needs and challenges facing brands in a modern world.
We believe that ambitious brands deserve better quality strategic advice and better quality service to make marketing budgets work harder in a digital age.
We believe that independent, channel neutral strategic planning is the key to this success. In an increasingly complex media world, brands need impartial advice about where and how to invest in marketing to provide the greatest potential for growth.
We believe that many traditional agencies are unable to do this.
We are different. We are Modern Union.
Saying you are customer centric is easy, however, delivering a truly outstanding customer experience requires more than marketing fluff. This presentation will explore the topic of Customer Experience and what it means to your customers and your enterprise in today’s competitive landscape.
90’s was an era of ‘one size fits all’ in the brand marketing world, an ad across TV / Radio / Print would ensure enough traction from the audience for brands to gain a sustainable market share.
Traditional PFM Is Dead. Welcome to the New World of Digital Money ManagementMX
There is a fundamental shift occurring due to digital disruption in the financial services industry. Large banks are spending upwards of $500 million a year on mobile alone, global fintech investment grew 201% between 2013 and 2014 and up to half of the world’s banks will disappear through the cracks caused by digital.
Accenture believes with all of these changes, combined with deleveraging and squeezed margins, 30 percent of traditional banking revenues will be at risk by 2020. Now the only way for financial institutions to grow is to increase share of wallet by providing extraordinary value to customers and beating the competition.
Reimagine Banking in 2025: How Will IT Change the Way We Do Banking?Ekaputra Sananto
Banking in 2025 will see significant changes in technology that impact how customers interact with banks. Personalized high-touch service will still be important but will be enabled through new technologies like beacon tracking and virtual/augmented reality. Customers will have more direct self-service options through improved digital and mobile banking platforms as well as next generation ATMs and smart watches. Payment systems will increasingly integrate new technologies and see the rise of digital/mobile/contactless payments and peer-to-peer transfers. Banks will need to focus on better communication and creating truly trusted relationships through always-on conversations on customers' preferred channels to maintain relevance in this changing landscape.
How the social media is impacting marketing communication and the next market...Pol Navarro
Banco Sabadell is the 4th largest banking group in Spain, focused on commercial banking and the SME and affluent client segments. The document discusses how social media is impacting marketing communication and the next wave of marketing. Customers are permanently online across channels and there is greater transparency, word of mouth influence, and an emphasis on personalization and participation over traditional advertising. The new marketing approach involves personalization, participation, community building, and social media strategy.
The future of customers engagement omni channel - slide share optimized ver...Futur Immediat
This document discusses the challenges of engaging customers in a digitized world. It outlines characteristics of user engagement, such as focused attention, positive affect, aesthetics, and endurability. The experience economy is also discussed, where interactions can create emotional responses for customers rather than just visibility of brands. The document notes how digital is no longer a relevant qualifier as everything is digital, and how the internet is evolving into an "internet of everything." It addresses the digitization of users and shifting across channels and devices, the importance of seamless transitions, and using personalization and relevance to cut through noise. Omni-channel experiences are presented as a holistic response to digital shifts in customer behavior.
Hexnode Digital Signage Software: Adding value to your digital signage marketing.
Digital signage: an add-on to the kiosk technology.
Android digital signage management with Hexnode
This document discusses trends in digital marketing and how the cloud can help marketers address these trends. It outlines 7 trends, including the rise of multi-channel experiences, the importance of data and analytics, the growth of digital products and services, and the convergence of marketing and IT. The cloud provides benefits like reduced costs, scalability, speed to market, and automated management. It also highlights case studies of companies using the Microsoft Azure cloud platform to enhance marketing campaigns and customer experiences. In summary, the cloud enables digital marketers to work with the agility of a startup and the scale of large enterprises.
The document discusses Nexys, a company that builds custom web applications to help businesses prepare for future changes through increased digitization. It summarizes Nexys' approach of providing a bespoke service to understand each client's unique needs and vision in order to quickly deliver expertly crafted software solutions. The document also outlines how small and medium enterprises (SMEs) create significant value but often fail to capture it due to weak knowledge sharing and lack of digital tools. It proposes that Nexys provides a better alternative to proprietary software or in-house development by managing the entire custom web app development process using experienced strategists and engineers.
Welcome to The Business Fame’s exclusive issue; "2020’s Leading Fintech Companies to Watch" here we have highlighted some companies whose efforts for innovations in FinTech industry is growing very fast with its simple and convenient solutions.
The document discusses the rise of digital banking and outlines four models of digital banks: digital bank brands, digital bank channels, digital bank subsidiaries, and digital native banks. It also identifies lessons learned from digital pioneers, such as the importance of scale, designing good customer experiences, and generating profitable products beyond basic deposits. Finally, it defines what constitutes a true digital bank and the key areas of optimization required, including digitally optimized interactions, products, processes, insights, and organization.
Chappuis Halder & Cie is a consulting firm that specializes in financial services. They propose a "Kick-Boost-Launch Approach" to help banks develop digital strategies. This involves workshops to understand opportunities, benchmarking best practices, and defining a multi-year roadmap. Their presentation outlines the major changes in banking driven by new technologies and customers' shifting expectations towards more personalized, convenient digital experiences. It also identifies areas banks can improve and innovate, such as operational efficiency, new business models, and targeting underserved customer segments through digital channels.
The future of customers engagement omni channelFutur Immediat
This document discusses the challenges of engaging customers in a digitized world. It outlines characteristics of user engagement, such as focused attention, positive affect, aesthetics, endurability, novelty, and trust. As the world becomes more digital, experiences will become more important to customers than products alone. Companies must provide engaging experiences across multiple channels to be successful. An "omni-channel" approach is needed to deliver a seamless experience for customers on both online and offline channels.
The consumerization of B2B technology is dramatically changing how decision-makers research, discover and engage with peers in their journey. During this keynote presentation, author, digital anthropologist and Altimeter Group principal analyst Brian Solis, will uncover the innovative strategies B2B brands are implementing to better adapt to the increasingly complex and cross-channel decision-making experience. Using his own research, analysis and experience with B2B companies as a baseline, Brian will share his perspectives and real life examples of how B2B brands can:
-Understand new disruptions in the modern decision-making journey
-Humanize the B2B buying experience using more emotive and personalized approaches
-How information and peer-insights have evolved in key touch-points
-Help buyers manage risk in the selection process
This document provides an overview of the changing banking environment and opportunities for new digital services and products. Key points include:
- The banking industry is being disrupted by digital competitors that offer more seamless, mobile-first experiences for customers.
- Technology is changing customer expectations around fast, cashless, and on-demand banking services that can be accessed anywhere.
- The document outlines several potential new digital banking products and services like mobility banking, service bots, experience banking apps, and tools to help different generations.
- It argues that banks need to shift their focus from products to customer experience, change business models, use algorithms, and try new apps to better connect with customers in this changing environment.
Digitalization is transforming the banking industry and customer expectations. Private banks must move from product-centric to client-centric approaches using digital enablers to both improve operations and innovate new services. This includes addressing new markets through tailored user experiences, developing community features, and becoming a trusted place for financial and social support through protection, empowerment, guidance, and intimacy.
The document discusses the evolution of technology from mainframes to personal computers and smartphones, and how this led to the rise of bots and artificial intelligence. It notes that by 2020, customers will manage 85% of their relationships with enterprises through messaging platforms and bots rather than humans. The document advocates that AI can make interactions more natural and drive better business outcomes, and that the future is focused on intelligent enterprises using AI rather than just digital technologies.
How to use undeclared data in the Customer JourneyCommaGroup
The document discusses how to generate more high quality leads by reducing form abandonment and using declared and undeclared data. It recommends tracking visitor journeys to understand why people leave forms incomplete, and using contextual information like location, interests, and engagement level to personalize follow up outreach. This undeclared data can be combined with declared information submitted in forms to better qualify leads and anticipate customer needs, helping convert more visitors into quality leads.
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Welcome, everyone, to today's presentation on "Innovative Approaches to B2B Commerce in the Digital Age." In this rapidly evolving landscape, traditional B2B commerce strategies are being reshaped by digital technologies. Today, we'll explore some cutting-edge approaches that businesses can adopt to thrive in this dynamic environment..
Modern Union was founded in 2011 by Matt Gill, David Indo and Tom Denford, 3 high-profile and highly experienced media and communication experts.
Modern Union is a new type of communications agency built upon a set of principles designed to fulfil the needs and challenges facing brands in a modern world.
We believe that ambitious brands deserve better quality strategic advice and better quality service to make marketing budgets work harder in a digital age.
We believe that independent, channel neutral strategic planning is the key to this success. In an increasingly complex media world, brands need impartial advice about where and how to invest in marketing to provide the greatest potential for growth.
We believe that many traditional agencies are unable to do this.
We are different. We are Modern Union.
Saying you are customer centric is easy, however, delivering a truly outstanding customer experience requires more than marketing fluff. This presentation will explore the topic of Customer Experience and what it means to your customers and your enterprise in today’s competitive landscape.
90’s was an era of ‘one size fits all’ in the brand marketing world, an ad across TV / Radio / Print would ensure enough traction from the audience for brands to gain a sustainable market share.
Traditional PFM Is Dead. Welcome to the New World of Digital Money ManagementMX
There is a fundamental shift occurring due to digital disruption in the financial services industry. Large banks are spending upwards of $500 million a year on mobile alone, global fintech investment grew 201% between 2013 and 2014 and up to half of the world’s banks will disappear through the cracks caused by digital.
Accenture believes with all of these changes, combined with deleveraging and squeezed margins, 30 percent of traditional banking revenues will be at risk by 2020. Now the only way for financial institutions to grow is to increase share of wallet by providing extraordinary value to customers and beating the competition.
Reimagine Banking in 2025: How Will IT Change the Way We Do Banking?Ekaputra Sananto
Banking in 2025 will see significant changes in technology that impact how customers interact with banks. Personalized high-touch service will still be important but will be enabled through new technologies like beacon tracking and virtual/augmented reality. Customers will have more direct self-service options through improved digital and mobile banking platforms as well as next generation ATMs and smart watches. Payment systems will increasingly integrate new technologies and see the rise of digital/mobile/contactless payments and peer-to-peer transfers. Banks will need to focus on better communication and creating truly trusted relationships through always-on conversations on customers' preferred channels to maintain relevance in this changing landscape.
How the social media is impacting marketing communication and the next market...Pol Navarro
Banco Sabadell is the 4th largest banking group in Spain, focused on commercial banking and the SME and affluent client segments. The document discusses how social media is impacting marketing communication and the next wave of marketing. Customers are permanently online across channels and there is greater transparency, word of mouth influence, and an emphasis on personalization and participation over traditional advertising. The new marketing approach involves personalization, participation, community building, and social media strategy.
The future of customers engagement omni channel - slide share optimized ver...Futur Immediat
This document discusses the challenges of engaging customers in a digitized world. It outlines characteristics of user engagement, such as focused attention, positive affect, aesthetics, and endurability. The experience economy is also discussed, where interactions can create emotional responses for customers rather than just visibility of brands. The document notes how digital is no longer a relevant qualifier as everything is digital, and how the internet is evolving into an "internet of everything." It addresses the digitization of users and shifting across channels and devices, the importance of seamless transitions, and using personalization and relevance to cut through noise. Omni-channel experiences are presented as a holistic response to digital shifts in customer behavior.
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This document discusses trends in digital marketing and how the cloud can help marketers address these trends. It outlines 7 trends, including the rise of multi-channel experiences, the importance of data and analytics, the growth of digital products and services, and the convergence of marketing and IT. The cloud provides benefits like reduced costs, scalability, speed to market, and automated management. It also highlights case studies of companies using the Microsoft Azure cloud platform to enhance marketing campaigns and customer experiences. In summary, the cloud enables digital marketers to work with the agility of a startup and the scale of large enterprises.
The document discusses Nexys, a company that builds custom web applications to help businesses prepare for future changes through increased digitization. It summarizes Nexys' approach of providing a bespoke service to understand each client's unique needs and vision in order to quickly deliver expertly crafted software solutions. The document also outlines how small and medium enterprises (SMEs) create significant value but often fail to capture it due to weak knowledge sharing and lack of digital tools. It proposes that Nexys provides a better alternative to proprietary software or in-house development by managing the entire custom web app development process using experienced strategists and engineers.
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The document discusses the rise of digital banking and outlines four models of digital banks: digital bank brands, digital bank channels, digital bank subsidiaries, and digital native banks. It also identifies lessons learned from digital pioneers, such as the importance of scale, designing good customer experiences, and generating profitable products beyond basic deposits. Finally, it defines what constitutes a true digital bank and the key areas of optimization required, including digitally optimized interactions, products, processes, insights, and organization.
Chappuis Halder & Cie is a consulting firm that specializes in financial services. They propose a "Kick-Boost-Launch Approach" to help banks develop digital strategies. This involves workshops to understand opportunities, benchmarking best practices, and defining a multi-year roadmap. Their presentation outlines the major changes in banking driven by new technologies and customers' shifting expectations towards more personalized, convenient digital experiences. It also identifies areas banks can improve and innovate, such as operational efficiency, new business models, and targeting underserved customer segments through digital channels.
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This document discusses the challenges of engaging customers in a digitized world. It outlines characteristics of user engagement, such as focused attention, positive affect, aesthetics, endurability, novelty, and trust. As the world becomes more digital, experiences will become more important to customers than products alone. Companies must provide engaging experiences across multiple channels to be successful. An "omni-channel" approach is needed to deliver a seamless experience for customers on both online and offline channels.
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- Technology is changing customer expectations around fast, cashless, and on-demand banking services that can be accessed anywhere.
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- It argues that banks need to shift their focus from products to customer experience, change business models, use algorithms, and try new apps to better connect with customers in this changing environment.
Digitalization is transforming the banking industry and customer expectations. Private banks must move from product-centric to client-centric approaches using digital enablers to both improve operations and innovate new services. This includes addressing new markets through tailored user experiences, developing community features, and becoming a trusted place for financial and social support through protection, empowerment, guidance, and intimacy.
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What will you get from this session?
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2. Understanding how this integration enhances test automation within the UiPath platform
3. Practical demonstrations
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What is generative AI
Test Automation with generative AI and Open AI.
UiPath integration with generative AI
Speaker:
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
Let's Integrate MuleSoft RPA, COMPOSER, APM with AWS IDP along with Slackshyamraj55
Discover the seamless integration of RPA (Robotic Process Automation), COMPOSER, and APM with AWS IDP enhanced with Slack notifications. Explore how these technologies converge to streamline workflows, optimize performance, and ensure secure access, all while leveraging the power of AWS IDP and real-time communication via Slack notifications.
Cosa hanno in comune un mattoncino Lego e la backdoor XZ?Speck&Tech
ABSTRACT: A prima vista, un mattoncino Lego e la backdoor XZ potrebbero avere in comune il fatto di essere entrambi blocchi di costruzione, o dipendenze di progetti creativi e software. La realtà è che un mattoncino Lego e il caso della backdoor XZ hanno molto di più di tutto ciò in comune.
Partecipate alla presentazione per immergervi in una storia di interoperabilità, standard e formati aperti, per poi discutere del ruolo importante che i contributori hanno in una comunità open source sostenibile.
BIO: Sostenitrice del software libero e dei formati standard e aperti. È stata un membro attivo dei progetti Fedora e openSUSE e ha co-fondato l'Associazione LibreItalia dove è stata coinvolta in diversi eventi, migrazioni e formazione relativi a LibreOffice. In precedenza ha lavorato a migrazioni e corsi di formazione su LibreOffice per diverse amministrazioni pubbliche e privati. Da gennaio 2020 lavora in SUSE come Software Release Engineer per Uyuni e SUSE Manager e quando non segue la sua passione per i computer e per Geeko coltiva la sua curiosità per l'astronomia (da cui deriva il suo nickname deneb_alpha).
Observability Concepts EVERY Developer Should Know -- DeveloperWeek Europe.pdfPaige Cruz
Monitoring and observability aren’t traditionally found in software curriculums and many of us cobble this knowledge together from whatever vendor or ecosystem we were first introduced to and whatever is a part of your current company’s observability stack.
While the dev and ops silo continues to crumble….many organizations still relegate monitoring & observability as the purview of ops, infra and SRE teams. This is a mistake - achieving a highly observable system requires collaboration up and down the stack.
I, a former op, would like to extend an invitation to all application developers to join the observability party will share these foundational concepts to build on:
Observability Concepts EVERY Developer Should Know -- DeveloperWeek Europe.pdf
6 action points to create the retail bank of the future
1. LA BANQUE DE DÉTAIL DE
DEMAIN
DIGITALE MAIS PAS QUE..
2. COMMA GROUP
Groupement de sociétés actives sur les marchés du
BeNeLux
Accompagne ses clients depuis plus de 10 ans
dans leur transformation digitale
Expertise & expérience dans le secteur bancaire pour:
16. Simple: Make it easy for customers to achieve their goals.
Ubiquitous: Interact with customers wherever they want.
Personal: Make the entire experience relevant to personal
needs.
Empowering: Enable customers to take action by
themselves.
Reassuring: Provide human help whenever it adds value.
S
U
P
E
R
BRAD STROTHKAMP, VP FORRESTER RESEARCH
43. • Rapports du Boston Consulting Group: The Bionic Bank,
Creating Digital Banks with a Human Touch
• Rapports de Forrester Research: entre autres de Brad
Strothkamp
• Rapport “Banking 2025: The Bank of the Future” de Rainer
Lenz, professeur @ UAS Bielefeld
• Fintech reloaded - Traditional banks as digital ecosystems
de Thomas F. Dapp, Deutsche Bank AG.
• Livres (Breaking Banks, Bank 3.0) & Blog de Brett King:
http://www.banking4tomorrow.com
A LIRE..
44. MERCI DE VOTRE
ATTENTION!
Group, cluster digital du groupe Cronos
Karine THILL
karine.thill@commagroup.be
be.linkedin.com/pub/dir/Karine/Thill
Luxembourg:
Editor's Notes
L’agenda pour cette présentation: 2 éléments
Une présentation de tendances, solutions innovantes et tactiques utiles à une adaptation à la révolution digitale
Des pistes de solution, d’actions à mettre en place pour encourager l’expérience client -> avec un exemple concret de mise en oeuvre qui tire parti de la digitalisation
Un nombre de tendances convergentes forcent le secteur bancaire & de l’assurance à se remettre en question sur la façon dont fonctionne ses activités.
ce qu’on appelle en anglais “commoditization” ou banalisation, vulgarisation
Suite à la mise à disposition grandissante d’information pour les consommateurs, beaucoup de secteurs dont le secteur financier qui avaient pour habitude de bénéficier d’une inertie du client, souffrent aujourd’hui de plus en plus d’une perception de leurs services & produits comme de banales marchandises.
Il est tellement facile aujourd’hui de comparer des produits et services en ligne et de faire son shopping sans l’aide d’un intermédiaire, comme en atteste des sites comme bancompare.be ou banques-en-ligne.be
Cette perception de banalisation des produits et services est renforcée par l’arrivée sur le marché de nouveaux acteurs bancaires non traditionnels tels que de la grande distribution vendant des produits de crédit ou d’assurance ou le secteur automobile fournissant des services financiers labellisés à leur nom (en marque blanche).
Ces nouveaux acteurs apportent des concepts innovants sur le marché: des systèmes de paiement de type Bitcoin, du financement participatif (crowdfunding), de nouvelles solutions de paiement mobile, du prêt entre particuliers (peer to peer)
Si cette tendance n’affecte pas la nature même des produits bancaires traditionnels, elle renforce néanmoins l’image qu’a le consommateur d’un produit bancaire qu’il considère comme un bien de consommation comme un autre. Ces nouveaux acteurs ne sont pas à négliger car:
- ils ne sont pas soumis à la même législation et ne requièrent donc pas de licence pour pouvoir porter ces services financiers
- et étant donné leur parfaite compréhension des nouvelles technologies ils tirent pleinement parti des possibilités qu’elles apportent en matière de nouveaux modèles économiques.
L’accès accru à l’information qui alimente cette banalisation est également influencé par de nouvelles règlementations européennes apparues lors de la crise financière de 2008
Elles ont pour but de protéger le consommateur/investisseur qui demande plus de transparence à l’industrie financière.
La réforme Solvabilité II dans le secteur de l’assurance ou la directive sur les marchés d’instruments financiers (MIF) sont des nouvelles réglementations amenées à modifier en profondeur le travail de mise à disposition d’information pour le client de la banque
La crise financière alimente également la sensibilité du consommateur quant à la notion de prix et qui le pousse à assidument explorer et comparer les produits & services financiers avant d’accepter toutes les conditions liées à un contrat avec un établissement financier.
Alors que la majorité des clients en Europe vont encore en agence pour de l’information produit, ils se tournent de + en + vers la notion de libre-service et font confiance aux multiples sources d’information qu’ils trouvent en ligne, tout comme ils le feraient pour acheter un autre bien de consommation comme un smartphone.
Et ils ne se basent pas seulement sur les informations fournies par les organismes financiers mais également sur:
des organismes indépendants de comparaison (ex centrale de credit hypothécaire/Immotheker)
l’opinion de leurs amis & connaissances qui sont dans la même situation familiale ou financière qu’eux via les réseaux sociaux
Les nouvelles générations, tombées dans le numérique à la naissance, ont une adoption différente des medias digitaux et le secteur bancaire ne peut pas l’ignorer.
Un bon exemple: ces deux photos prises à 8 ans d’intervalle et qui attestent de cette évolution/révolution numérique
L’impact de toutes ces tendances est aussi ressenti par le canal traditionnel, l’agent commercial ou l’agent bancaire, qui doit s’adapter aux nouvelles règlementations et comprendre les attentes du client quant au service à fournir aux différents moments opportuns de son parcours: de sa recherche d’information à sa prise de décision.
Quels sont les ingrédients d’une parfaite expérience client? Comment optimiser l’écosystème digital afin de répondre aux attentes des clients?
Selon un des principaux analystes & VP de Forrester, le canal digital doit être SUPER: Simple, Omniprésent (Ubiquitous), Personnel, Stimulant (Empowering) et Rassurant. Simple pour que les clients ne perdent plus de temps à trouver l’information utile. Celle-ci doit être présentée clairement et de façon ergonomique. Le facteur humain du canal digital doit aussi jouer un rôle important, fournir un support et un réconfort humain par le biais d’un contact téléphonique direct, d’un espace de discussion, d’un échange de mails ou d’une visite en agence) et ce dans les situations où le client serait frustré en ligne ou lors d’une demande plus complexe.
Plusieurs études* réalisées sur un panel de grandes banques de détail démontrent que les interactions entre les banques et leurs clients se font majoritairement à distance et via des canaux numériques. Néanmoins ils attestent également que le modèle le plus performant est un modèle hybride dans lequel le conseiller bancaire est un personnage central qui apporte conseil et réassurance à ses clients lors de besoins plus complexes.
*Boston Consulting Group
Etude sur un panel de 15 des grandes banques de détails majeures situées en Europe, Amériques Nord & Sud, Asie-Pacifique, représentant près de 170 millions de clients
Voici quelques points clés à prendre en considération pour optimiser cette expérience utilisateur et par la même la relation client
Pour chaque point un parallèle est fait avec un projet concret réalisé sur une plateforme d’engagement pour une banque sur le marché belge
Il s’agit de la mise en oeuvre pour AXA Banque Belgique qui en 2014 était à la recherche d’une plateforme d’engagement et d’un système bancaire back office de home banking & agences
étant donné qu’il n’existait sur le marché aucune solution de home banking totalement intégrée à une solution digitale performante, nous avons proposer à AXA de créer une plateforme tirant parti des fonctionnalités avancées de plusieurs produits du marché
s’est donc établie une collaboration entre un spécialiste du domaine bancaire (Mainsys) proposant ses produits FRONTeO & un éditeur de plateforme d’expérience client (Sitecore)
le projet a été divisé en deux phases
la 1ère consistant en la mise en place d’une nouvelle solution digitale
AXA ayant scindé son activité bancaire de celle de l’ assurance, un nouveau site devait être crée pour remplacer le site commun initial
le 1er livrable a été mis en ligne en janvier 2015
il intègre des fonctionnalités Sitecore de base qui permettent la personnalisation de contenu sur les différents medias digitaux
la seconde phase consiste en l’intégration de la solution d’e-banking/home banking de Mainsys, les produits FRONTeO avec le panel complet des capacités d’enrichissement de la relation client de Sitecore
Le développement est en cours et la mise en ligne est prévue pour le mois d’octobre
Les différents points d’attention qui permettent d’enrichir cette expérience client
Le 1er: l’adaptabilité ou la possibilité de fournir une expérience optimale à l’utilisateur au travers des différents supports & appareils qu’il utilise
Optimisation de la résolution d’écran, mise à disposition de contenu et de fonctionnalités utiles en fonction du support (différent sur le site, sur mobile, sur tablette)
La solution permet une préparation de contenu & une mise en page aisée sur différents supports/ grâce à des fonctionnalités de prévisualisation
Autre point d’attention: l’identification du parcours client
l’importance d’un accompagnement et d’une claire compréhension des attentes du client tout au long de son parcours utilisateur, de ses différentes visites et actions sur les différents supports.
Le client souhaite trouver de l’info en fonction du contexte dans lequel il se trouve (temps/lieu/support) et se voir servir cette information et une mise en page adaptées au contexte.
Exemple: Recherche d’infos sur un PH en ligne (site web), poursuite de sa recherche pus tard dans la soirée sur sa tablette et prise de rdv le lendemain matin en agence via son mobile.
la solution permet d’identifier ce parcours et ces différentes interactions pour comprendre le client et influencer son comportement. Visualisation sous la forme d'une ligne dU temps sur laquelle il est possible d’effectuer pour un individu précis, un zoom et voir quelle interaction il a fait et à quel moment. Et ce afin d’identifier des comportements type.
Des outils de profilage permettent également d’identifier ces comportements type d’engagement et de prédéfinir des éléments de contenu par type d’audience ou segments liés au CRM par ex.
Les nouvelles technologies permettent de traiter d’avantage de données en temps réel. La vraie question consiste à savoir quelles sont les données utiles. Celles-ci peuvent être structurées (nom, prénom…) et non-structurées (retours clients, commentaires sur les réseaux sociaux…)
La plateforme intègre des outils de consolidation et présentation de données lisibles et actionnables qui permettront d’enrichir la connaissance du client.
Sitecore s’appuie sur une base de données XDB, qui permet par cette consolidation de créer et d’alimenter un profil client unique
Ici on parle de données d’un entrepôt de données (du BI avec l’historique des transactions sur le HB) + de données CRM et d’un croisement avec les données relatives aux interactions hors ligne avec la banque (données provenant du call center et des agences)
un nombre de rapports prédéfinis est disponible et permet d’analyser les différentes façons par lequel le client entre en relation avec la banque. il est également possible de créer et de configurer des rapports sur mesure qui servent à mesurer le volume mais également la qualité du trafic.
Autre élément clef: la personnalisation
ou publication de l’information utile dans leur contexte, afin d’éviter de servir un contenu générique à tout le monde
Ces outils permettent de personnaliser le contenu et la description des différents produits et services de la banque ainsi que leur rendu visuel (design)
Différents types de personnalisation possibles sur la plateforme Sitecore, qu’elle soit implicite ou explicite:
adaptation du contenu sur base d’un profil, de l'analyse d’un comportement sur le site ou de quelques données personnelles fournies par l’utilisateur, via cookies par ex, répertorier les différentes interactions de l’utilisateur avec la banque, analyse d’informations de géo marketing, etc..
Réseaux sociaux: Utilisation d’outils qui permettent d’écouter ce qui est dit sur la marque, quels sont les ambassadeurs de la marque et quels sont ses détracteurs? et d’influencer ces derniers pour retrouver une image de confiance
La façon dont le client choisit son établissement financier a changé: il utilise les réseaux sociaux pour parler de sa relation avec sa banque et partager son expérience avec ses connaissances et amis
Intéressante statistique par rapport à une recherche de mot clé sur Google dans laquelle on comprend l’importance d’éléments tels que la transparence et la confiance pour le client d’une banque aujourd’hui
La plateforme Sitecore permet de gérer touts les interactions sur réseaux sociaux
à partir d’une seule interface d’écouter, analyser et publier du contenu sur les médias sociaux
Dernier point d’attention est l’automatisation de processus marketing
La mise à disposition d’outils permettant la mise en place d’actions marketing (campagnes éditoriales, programmes d’accueil, de promotion, de sensibilisation, de fidélisation)
Exemple de définition d’un programme d’accueil pour un nouveau client & traduction de ce plan d’engagement dans une interface visuelle de Sitecore qui facilite l’adaptation du processus en fonction de résultats obtenus
Il est important de considérer de s’adapter au changement dans cette ère de bouleversement digital, de s‘ouvrir à l’observation de ce qui existe déjà et d’avoir une réelle réflexion sur l’adoption de nouveaux concepts
il existe quelques beaux exemples de concepts innovants pour s’adresser efficacement aux nouvelles générations
dont certains dans le domaine financier
comme celui de la Caixa Bank, en Espagne qui a lancé en 2015 des applications Google Glass ou encore de nombreuses initiatives permettant de visualiser ses transactions bancaires sur des objets connectés
Ou encore un exemple d’interface imaginée par un studio créatif letton
application bancaire idéale pour la Génération Z
avec une simplicité dans la création de l’interface qui permet d’aller à l’essentiel
Une vue de tous les produits et services d’un seul coup d’oeil avec l’interaction sociale directement intégrée dans les outils de l’institution financière
voici quelques sources intéressantes dont je me suis inspirée pour cette présentation qui j’espère aura éveillé votre curiosité & apporter quelques pistes de réflexion pour appréhender efficacement cette évolution numérique..