The document is a presentation on e-delivery trends from 2010-2020. It discusses declining print volumes and rising demand for electronic delivery. Recent studies show that while many firms have made progress in converting customers to electronic statements and documents, most have only captured "low hanging fruit" and will require assistance to further increase adoption rates. The presentation reviews strategies used by different industries and provides forecasts for growth of electronic delivery and decline of printed documents over the next decade.
Accenture conducted interviews with music rights stakeholders to understand how they foresee the music industry evolving and their openness to partnerships. Key findings include:
1) Music repertoires aggregation is seen as important for increasing royalty rates from digital service providers but challenges include negotiation power.
2) New online music services are seen as threats but still fragmented. Aggregation could create new competitors.
3) Documentation standardization is improving but full implementation of a global repertoire database faces challenges.
4) Online music licensing reach, royalty rates, and disputes resolution were the top concerns. Transparency and speed of payments were also priorities.
FY14 Deloitte Consulting UG Case competition- TEAM UCLA TELECOM CO Final Case...Bach Dang
Telecom Co is facing high attrition and churn rates that are undermining its revenue goals. To address this, the team from Deloitte Consulting recommends that Telecom Co foster an employee-focused culture, expand into Latin America including Mexico and Brazil, and enter the mobile payments market in Mexico to increase revenue and reduce attrition and churn. Specific strategies proposed include reorganizing workspaces, standardizing applications, renegotiating with their IT vendor, and establishing a mentorship program for employees. Financial analyses project increased profits from operations in Brazil and Mexico mobile banking. Risks are also assessed along with potential mitigation strategies.
Online collections services provide an alternative way for creditors to collect past due accounts using the internet. They allow debtors to privately negotiate and pay debts online, while providing creditors with automated processes and regulatory compliance. The document examines challenges in traditional collections methods, the benefits of online collections services, and features to look for in a provider like DebtResolve.
InsideARM Debt Settlement Survey and White PaperVivastream
The document summarizes the key findings of a survey conducted by InsideARM about how the debt settlement industry is utilized by creditors and collectors to increase collections. Some of the main findings include:
- Nearly half of survey respondents currently work with the debt settlement industry, indicating growing acceptance of this channel. Collection agencies make most use of debt settlement compared to other types of firms.
- Concerns about the reputation of the debt settlement industry have decreased, while compliance, data security, and performance are now larger priorities. Many firms would work with debt settlement if given a secure data repository.
- Most firms only work with a small number (10 or fewer) of debt settlement companies due to challenges managing hundreds of companies
Learn about how remittance challenges have grown as electronic payment usage has continued to grow. Learn about how the movement to electronic payments and remittances has created benefits for accounts payable but created a cash application challenge for those in accounts receivable. Created by Centreviews Business Intelligence Suite.
This document summarizes Bank of America's online banking services and security measures. It discusses the bank's leading market share in online banking and bill pay customers. It also outlines growth opportunities in online sales of products through affinity relationships and small business services. The document highlights the bank's use of SiteKey and E-Alerts for added online security and reviews recognition from customers for the bank's focus on service, sales, and security.
Proven Strategies for Transparent Collaborative Government CustomerRightNow Technologies
Presentation given in August 2009 by Ben Madgett, Senior Analyst, Datamonitor and Daniel Schaub, Sr. Web Manager & Acting Director for Digital Communications with the U.S. Department of State discussing some of the proven strategies agencies are using to see measurable, cost-effective results from implementing a secure, cloud based CRM solution.
Accenture conducted interviews with music rights stakeholders to understand how they foresee the music industry evolving and their openness to partnerships. Key findings include:
1) Music repertoires aggregation is seen as important for increasing royalty rates from digital service providers but challenges include negotiation power.
2) New online music services are seen as threats but still fragmented. Aggregation could create new competitors.
3) Documentation standardization is improving but full implementation of a global repertoire database faces challenges.
4) Online music licensing reach, royalty rates, and disputes resolution were the top concerns. Transparency and speed of payments were also priorities.
FY14 Deloitte Consulting UG Case competition- TEAM UCLA TELECOM CO Final Case...Bach Dang
Telecom Co is facing high attrition and churn rates that are undermining its revenue goals. To address this, the team from Deloitte Consulting recommends that Telecom Co foster an employee-focused culture, expand into Latin America including Mexico and Brazil, and enter the mobile payments market in Mexico to increase revenue and reduce attrition and churn. Specific strategies proposed include reorganizing workspaces, standardizing applications, renegotiating with their IT vendor, and establishing a mentorship program for employees. Financial analyses project increased profits from operations in Brazil and Mexico mobile banking. Risks are also assessed along with potential mitigation strategies.
Online collections services provide an alternative way for creditors to collect past due accounts using the internet. They allow debtors to privately negotiate and pay debts online, while providing creditors with automated processes and regulatory compliance. The document examines challenges in traditional collections methods, the benefits of online collections services, and features to look for in a provider like DebtResolve.
InsideARM Debt Settlement Survey and White PaperVivastream
The document summarizes the key findings of a survey conducted by InsideARM about how the debt settlement industry is utilized by creditors and collectors to increase collections. Some of the main findings include:
- Nearly half of survey respondents currently work with the debt settlement industry, indicating growing acceptance of this channel. Collection agencies make most use of debt settlement compared to other types of firms.
- Concerns about the reputation of the debt settlement industry have decreased, while compliance, data security, and performance are now larger priorities. Many firms would work with debt settlement if given a secure data repository.
- Most firms only work with a small number (10 or fewer) of debt settlement companies due to challenges managing hundreds of companies
Learn about how remittance challenges have grown as electronic payment usage has continued to grow. Learn about how the movement to electronic payments and remittances has created benefits for accounts payable but created a cash application challenge for those in accounts receivable. Created by Centreviews Business Intelligence Suite.
This document summarizes Bank of America's online banking services and security measures. It discusses the bank's leading market share in online banking and bill pay customers. It also outlines growth opportunities in online sales of products through affinity relationships and small business services. The document highlights the bank's use of SiteKey and E-Alerts for added online security and reviews recognition from customers for the bank's focus on service, sales, and security.
Proven Strategies for Transparent Collaborative Government CustomerRightNow Technologies
Presentation given in August 2009 by Ben Madgett, Senior Analyst, Datamonitor and Daniel Schaub, Sr. Web Manager & Acting Director for Digital Communications with the U.S. Department of State discussing some of the proven strategies agencies are using to see measurable, cost-effective results from implementing a secure, cloud based CRM solution.
This session will show practical (and often free) methods for gathering data from users in a variety of ways for user-centric design. You will learn techniques for implementing what your users need and want, and will learn how to overcome the obstacles that may pop up.
This document provides an overview of the e-resources team at a university library. It introduces the team members and their main responsibilities, which include ordering, setting up, and troubleshooting electronic resources. It discusses current projects like usage statistics, training sessions, and the "find at Leeds" discovery service. It also outlines some common issues like cataloging challenges, serials management differences between print and electronic, and meeting user expectations for access and reliability of e-content.
This document discusses various types of e-resources including e-books, e-journals, online databases, and social media platforms. It outlines the advantages of e-resources such as easy retrieval of information, ability to search across many resources simultaneously, and convenience of access from any computer. The document also discusses specific e-resources like educational blogs, podcasts, virtual classrooms, and e-learning, outlining how they can be used for teaching and learning.
This presentation introduces e-resources and discusses their advantages and disadvantages. The presenter, Kusturie Moodley, is an Acquisitions & Electronic Resources Librarian who has worked with e-resources since 2006. E-resources include e-journals, databases, e-books, and more. They provide up-to-date information conveniently but also have disadvantages like technical barriers and costs. The presentation covers the lifecycle of e-resources, copyright issues, and open access resources.
This document discusses different types of e-resources available through libraries. It defines e-resources as electronic data, programs, or combinations that can include various media types. Some key e-resources mentioned include research guides, electronic books and texts, electronic journals, library catalogs, reference sources, and image databases. Advantages of e-resources are the huge amount of timely and up-to-date information available, while disadvantages include technical barriers, infrastructure problems, skills requirements, and variable quality. Databases and online databases are also discussed, with examples provided.
1. The document discusses various e-resources including electronic resources, social networking sites, educational blogs, podcasting, e-learning, and electronic commerce.
2. Key e-resources discussed include educational resources like online journals and databases, as well as social media platforms like Facebook, LinkedIn, and Twitter that can be used as educational tools.
3. The benefits of e-resources for education are their ability to provide wider access to information, support collaborative learning, and make resources available anywhere at any time.
This document discusses how consumers are increasingly accessing information through digital channels and devices. It notes that while e-delivery adoption has grown for bills and statements, there remains opportunities for improved adoption for other financial documents like insurance communications. The document highlights research on insurance policyholders that found top barriers to e-delivery included a preference to keep a paper trail and a perception that digital documents are harder to read. It also identifies top reasons for choosing e-delivery as reducing clutter and easier document storage. The document argues financial firms need integrated platforms that can manage customer preferences and deliver communications across multiple channels to better serve digital customers.
This survey summarizes the responses from 201 senior bankers on challenges, priorities and trends in the banking industry. Some key findings include:
- Regulations are no longer seen as the top challenge, dropping to third most cited. Maintaining profitability and satisfying demanding customers have risen as challenges.
- Technology modernization is now the top priority for banks as they recognize the need to adapt to digital disruption. Innovation and attracting talent are also high priorities.
- Customers are less loyal and competition is increasing from non-traditional players like technology companies. Banks are focusing investments on technology, data analytics and digital channels to improve the customer experience.
- IT budgets are forecast to increase significantly in 2016, with
BSI team recommends technologies from Teradata Aster and Aprimo, a Teradata company, for better marketing via event-based Marketing, GoldenPath Analytics, and Attribution/Digital Marketing Optimization.
This document discusses changes in the direct mail and transaction printing industries driven by changes in consumer preferences, the economy, measurement, and technology. It provides examples of companies that have reduced costs and increased revenue and effectiveness by moving statements and bills to digital channels and using transaction documents for multi-channel messaging. It argues that transaction printers should help clients reduce print volumes and move communications across channels while expanding services to fill gaps in data, order management, measurement, and campaign delivery.
This document provides an overview and summary of TIM Brasil's presentation to investors. The summary includes:
1) An introduction to TIM Brasil as the 22nd largest private company in Brazil with a focus on infrastructure development and 4G network leadership.
2) A discussion of TIM's market positioning and the Brazilian telecom market trends including a transition to data services and changing customer profiles.
3) A recap of TIM's 2Q17 results which showed an acceleration in postpaid subscriber growth returning to positive net additions.
Can Financial Institutions be the next Digital Masters? Capgemini says YESCapgemini
With Millennials coming of age it is even more important than ever for Financial Institutions to provide a strong digital experience. In order to deliver that Financial Institutions need to become Digital Masters - accelerating their digital business, turn data into insights, transform the customer experience and embrace the mobile mind shift.
Capgemini’s Trends in Transformation powered by HPE is your Jedi Master. Are you ready to become a Digital Master? Join us to start your journey.
Presented at HPE Discover Las Vegas 2016.
The document is a digital trends report published by Nimbus Ninety, an independent community for disruptive business and technology leaders.
It summarizes the results of a survey of 251 senior stakeholders responsible for driving digital transformation initiatives. Some key findings include:
- Most organizations are still developing their digital strategies or have separate strategies by department, with few having clear, communicated strategies.
- Digital transformation efforts are driven primarily by the need to meet changing customer expectations and improve operational efficiency.
- Top benefits of digital transformation include improved customer engagement, better use of data in decision making, and increased agility.
- A majority expect increased technology spending in 2017 to achieve digital objectives, though many still do not feel
BIA/Kelsey's Local Commerce Monitor, Wave 16 - Core HighlightsBIA/Kelsey
Data from BIA/Kelsey's Local Commerce Monitor, Wave 16 (Q3 2012) survey of SMBs (small medium businesses) on their marketing and advertising behaviors. The LCM survey tracks SMB ad and marketing spending, Web footprint, media performance assessments, and opinions about key topics like emerging media and sales channels.
This document provides a strategic analysis for Broadridge to better communicate with future generations of investors. It analyzes market needs and trends influencing the finance industry, including the growing affluence and impact of millennials. Broadridge's offerings are described, including investor communications, global technology solutions, and wealth management services. Opportunities are identified for Broadridge to utilize video communications to enhance employee training, onboarding, and robo-advising services. Potential video technology acquisition targets are analyzed, with BLUERUSH recommended due to its capabilities and financial strengths.
A Capability Model for Driving Customer Engagement in a Connected WorldAcxiom Corporation
This presentation outlines a capability model for driving customer engagement in a connected world. It discusses transforming marketing processes, customer data, infrastructure and analytics to integrate marketing platforms, enable real-time updates and optimize offers across channels. Case studies show tech firms increasing revenue 15-30% and banks improving earnings. A panel discusses applying the model. The goal is improved spend efficiency, acquisition, data use and speed through trigger-based, cross-channel interactions.
- 97% of companies surveyed offered payment terms to customers, though very small enterprises granted shorter terms of 35% under 30 days versus 10% for larger companies.
- 82% of companies reported payment delays in the past year, with the majority saying delays were longer and more frequent than in 2022.
- Payment delays disproportionately affected small and medium enterprises, with 70% reporting increased delays compared to 53% of larger companies. Late payments significantly impacted the cash flow of half of very small companies.
- While most companies experienced delays under 30 days, 44% faced over a month of delays. On average, delays were 38 days in France versus shorter terms in other European countries.
This document summarizes key insights from a McKinsey presentation on customer journey analytics and big data. It finds that companies are storing large amounts of data but few know how to extract value from it. Analyzing customer journeys rather than individual touchpoints provides more predictive insights into customer satisfaction and churn. Mapping important customer journeys in an industry reveals opportunities to improve the customer experience and reduce costs. The presentation provides an example of a retail bank that identified ways to decrease service costs and improve customer satisfaction by analyzing its customer journey data.
The document discusses indicators used to measure financial access and participation. It distinguishes between measuring observed access levels and understanding what drives access. New data sources like surveys of financial institutions can provide insights into geographic and socioeconomic dimensions of access as well as the "bankability" of potential clients. Randomized experiments are highlighted as a way to rigorously assess relationships between access, financial development outcomes, and economic and social impacts.
The document discusses research methods for gaining insights into small and medium-sized businesses (SMBs) to help increase sales to this segment. It outlines both qualitative and quantitative research approaches that can provide information on attitudes, usage, buyer identification, perceptions, segmentation, behaviors and preferences. The analytics output from this research can then inform content, social media, collateral and other marketing programs. Specific awareness initiator events, roles, and content formats that drive SMBs to investigate new products and services are also examined.
Accelerating Financial Inclusion Through Innovative Channels (Dec 2009)asaxen1
The document discusses 10 obstacles that are preventing microfinance institutions (MFIs) from deploying alternative distribution channels like ATMs, mobile banking, and banking agents. It outlines these 10 challenges and provides solutions to help MFIs and other stakeholders overcome the hurdles to accelerating financial inclusion through innovative channels. Specifically, it addresses obstacles related to the emerging nature of alternative channels, a lack of strategic focus, high costs, technology challenges, regulations, partnerships, customer education, liquidity management, governance, and staff capacity. The document aims to provide a roadmap to help more effectively reach low-income groups using new delivery systems.
This session will show practical (and often free) methods for gathering data from users in a variety of ways for user-centric design. You will learn techniques for implementing what your users need and want, and will learn how to overcome the obstacles that may pop up.
This document provides an overview of the e-resources team at a university library. It introduces the team members and their main responsibilities, which include ordering, setting up, and troubleshooting electronic resources. It discusses current projects like usage statistics, training sessions, and the "find at Leeds" discovery service. It also outlines some common issues like cataloging challenges, serials management differences between print and electronic, and meeting user expectations for access and reliability of e-content.
This document discusses various types of e-resources including e-books, e-journals, online databases, and social media platforms. It outlines the advantages of e-resources such as easy retrieval of information, ability to search across many resources simultaneously, and convenience of access from any computer. The document also discusses specific e-resources like educational blogs, podcasts, virtual classrooms, and e-learning, outlining how they can be used for teaching and learning.
This presentation introduces e-resources and discusses their advantages and disadvantages. The presenter, Kusturie Moodley, is an Acquisitions & Electronic Resources Librarian who has worked with e-resources since 2006. E-resources include e-journals, databases, e-books, and more. They provide up-to-date information conveniently but also have disadvantages like technical barriers and costs. The presentation covers the lifecycle of e-resources, copyright issues, and open access resources.
This document discusses different types of e-resources available through libraries. It defines e-resources as electronic data, programs, or combinations that can include various media types. Some key e-resources mentioned include research guides, electronic books and texts, electronic journals, library catalogs, reference sources, and image databases. Advantages of e-resources are the huge amount of timely and up-to-date information available, while disadvantages include technical barriers, infrastructure problems, skills requirements, and variable quality. Databases and online databases are also discussed, with examples provided.
1. The document discusses various e-resources including electronic resources, social networking sites, educational blogs, podcasting, e-learning, and electronic commerce.
2. Key e-resources discussed include educational resources like online journals and databases, as well as social media platforms like Facebook, LinkedIn, and Twitter that can be used as educational tools.
3. The benefits of e-resources for education are their ability to provide wider access to information, support collaborative learning, and make resources available anywhere at any time.
This document discusses how consumers are increasingly accessing information through digital channels and devices. It notes that while e-delivery adoption has grown for bills and statements, there remains opportunities for improved adoption for other financial documents like insurance communications. The document highlights research on insurance policyholders that found top barriers to e-delivery included a preference to keep a paper trail and a perception that digital documents are harder to read. It also identifies top reasons for choosing e-delivery as reducing clutter and easier document storage. The document argues financial firms need integrated platforms that can manage customer preferences and deliver communications across multiple channels to better serve digital customers.
This survey summarizes the responses from 201 senior bankers on challenges, priorities and trends in the banking industry. Some key findings include:
- Regulations are no longer seen as the top challenge, dropping to third most cited. Maintaining profitability and satisfying demanding customers have risen as challenges.
- Technology modernization is now the top priority for banks as they recognize the need to adapt to digital disruption. Innovation and attracting talent are also high priorities.
- Customers are less loyal and competition is increasing from non-traditional players like technology companies. Banks are focusing investments on technology, data analytics and digital channels to improve the customer experience.
- IT budgets are forecast to increase significantly in 2016, with
BSI team recommends technologies from Teradata Aster and Aprimo, a Teradata company, for better marketing via event-based Marketing, GoldenPath Analytics, and Attribution/Digital Marketing Optimization.
This document discusses changes in the direct mail and transaction printing industries driven by changes in consumer preferences, the economy, measurement, and technology. It provides examples of companies that have reduced costs and increased revenue and effectiveness by moving statements and bills to digital channels and using transaction documents for multi-channel messaging. It argues that transaction printers should help clients reduce print volumes and move communications across channels while expanding services to fill gaps in data, order management, measurement, and campaign delivery.
This document provides an overview and summary of TIM Brasil's presentation to investors. The summary includes:
1) An introduction to TIM Brasil as the 22nd largest private company in Brazil with a focus on infrastructure development and 4G network leadership.
2) A discussion of TIM's market positioning and the Brazilian telecom market trends including a transition to data services and changing customer profiles.
3) A recap of TIM's 2Q17 results which showed an acceleration in postpaid subscriber growth returning to positive net additions.
Can Financial Institutions be the next Digital Masters? Capgemini says YESCapgemini
With Millennials coming of age it is even more important than ever for Financial Institutions to provide a strong digital experience. In order to deliver that Financial Institutions need to become Digital Masters - accelerating their digital business, turn data into insights, transform the customer experience and embrace the mobile mind shift.
Capgemini’s Trends in Transformation powered by HPE is your Jedi Master. Are you ready to become a Digital Master? Join us to start your journey.
Presented at HPE Discover Las Vegas 2016.
The document is a digital trends report published by Nimbus Ninety, an independent community for disruptive business and technology leaders.
It summarizes the results of a survey of 251 senior stakeholders responsible for driving digital transformation initiatives. Some key findings include:
- Most organizations are still developing their digital strategies or have separate strategies by department, with few having clear, communicated strategies.
- Digital transformation efforts are driven primarily by the need to meet changing customer expectations and improve operational efficiency.
- Top benefits of digital transformation include improved customer engagement, better use of data in decision making, and increased agility.
- A majority expect increased technology spending in 2017 to achieve digital objectives, though many still do not feel
BIA/Kelsey's Local Commerce Monitor, Wave 16 - Core HighlightsBIA/Kelsey
Data from BIA/Kelsey's Local Commerce Monitor, Wave 16 (Q3 2012) survey of SMBs (small medium businesses) on their marketing and advertising behaviors. The LCM survey tracks SMB ad and marketing spending, Web footprint, media performance assessments, and opinions about key topics like emerging media and sales channels.
This document provides a strategic analysis for Broadridge to better communicate with future generations of investors. It analyzes market needs and trends influencing the finance industry, including the growing affluence and impact of millennials. Broadridge's offerings are described, including investor communications, global technology solutions, and wealth management services. Opportunities are identified for Broadridge to utilize video communications to enhance employee training, onboarding, and robo-advising services. Potential video technology acquisition targets are analyzed, with BLUERUSH recommended due to its capabilities and financial strengths.
A Capability Model for Driving Customer Engagement in a Connected WorldAcxiom Corporation
This presentation outlines a capability model for driving customer engagement in a connected world. It discusses transforming marketing processes, customer data, infrastructure and analytics to integrate marketing platforms, enable real-time updates and optimize offers across channels. Case studies show tech firms increasing revenue 15-30% and banks improving earnings. A panel discusses applying the model. The goal is improved spend efficiency, acquisition, data use and speed through trigger-based, cross-channel interactions.
- 97% of companies surveyed offered payment terms to customers, though very small enterprises granted shorter terms of 35% under 30 days versus 10% for larger companies.
- 82% of companies reported payment delays in the past year, with the majority saying delays were longer and more frequent than in 2022.
- Payment delays disproportionately affected small and medium enterprises, with 70% reporting increased delays compared to 53% of larger companies. Late payments significantly impacted the cash flow of half of very small companies.
- While most companies experienced delays under 30 days, 44% faced over a month of delays. On average, delays were 38 days in France versus shorter terms in other European countries.
This document summarizes key insights from a McKinsey presentation on customer journey analytics and big data. It finds that companies are storing large amounts of data but few know how to extract value from it. Analyzing customer journeys rather than individual touchpoints provides more predictive insights into customer satisfaction and churn. Mapping important customer journeys in an industry reveals opportunities to improve the customer experience and reduce costs. The presentation provides an example of a retail bank that identified ways to decrease service costs and improve customer satisfaction by analyzing its customer journey data.
The document discusses indicators used to measure financial access and participation. It distinguishes between measuring observed access levels and understanding what drives access. New data sources like surveys of financial institutions can provide insights into geographic and socioeconomic dimensions of access as well as the "bankability" of potential clients. Randomized experiments are highlighted as a way to rigorously assess relationships between access, financial development outcomes, and economic and social impacts.
The document discusses research methods for gaining insights into small and medium-sized businesses (SMBs) to help increase sales to this segment. It outlines both qualitative and quantitative research approaches that can provide information on attitudes, usage, buyer identification, perceptions, segmentation, behaviors and preferences. The analytics output from this research can then inform content, social media, collateral and other marketing programs. Specific awareness initiator events, roles, and content formats that drive SMBs to investigate new products and services are also examined.
Accelerating Financial Inclusion Through Innovative Channels (Dec 2009)asaxen1
The document discusses 10 obstacles that are preventing microfinance institutions (MFIs) from deploying alternative distribution channels like ATMs, mobile banking, and banking agents. It outlines these 10 challenges and provides solutions to help MFIs and other stakeholders overcome the hurdles to accelerating financial inclusion through innovative channels. Specifically, it addresses obstacles related to the emerging nature of alternative channels, a lack of strategic focus, high costs, technology challenges, regulations, partnerships, customer education, liquidity management, governance, and staff capacity. The document aims to provide a roadmap to help more effectively reach low-income groups using new delivery systems.
The document summarizes the findings of a survey of over 4,500 UK financial services customers. It finds that while customers appreciate the increased convenience of digital services, they still desire a human touch in their interactions, especially for important decisions. Customers are also concerned about how their personal data is used. To succeed, financial institutions must offer highly personalized services and interactions through natural conversations, using data and technology to enhance rather than replace human elements.
The document presents findings from the Longitudinal Small Business Survey (LSBS) on green priorities and energy efficiency actions among UK small and medium-sized enterprises (SMEs). It discusses the importance of supporting SMEs' transition to more environmentally sustainable practices. Regression analyses of LSBS data find that government grants are positively associated with SMEs having a green mission or priority. SMEs located in regions with higher renewable energy capacity are also more likely to be green. However, green SMEs tend to have weaker financial performance. The findings suggest public financing support is needed to help more SMEs overcome barriers to investing in energy efficiency and transitioning to
This document summarizes trends in digital commerce based on a presentation by Samee Zafar of Edgar, Dunn & Company. It discusses the transition from physical to digital payments as new technologies like mobile devices and digital wallets emerge. It also examines how these innovations could impact existing payment systems and the players involved, including the potential for non-traditional players to drive growth in digital payments. Regulatory intervention in payment economics is also discussed as a potential hurdle for innovation.
Alternative Data: Transforming SME FinanceJohn Owens
This presentation summarizes the IFC/World Bank/G20 GPFI report on the landscape of alternative data and players that are expanding access to SME finance. This presentation was prepared jointly with the effort of my co-author Lisa Wilhelm. The complete report can be downloaded at https://www.smefinanceforum.org/post/alternative-data-transforming-sme-finance
We studied impact of the Big Data phenomenon on SMBs.
We conducted interviews among 30 SMBs to check:
- Big Data understanding by SMBs
- Adoption level of Big Data services
- Value creation and go-to-market channels
- Pain points in adopting Big Data
Similar to E Delivery In 2010 & Beyond Session 1 2010 03 16 (20)
E Delivery In 2010 & Beyond Session 1 2010 03 16
1. E-Delivery in 2010 and Beyond
Prepared for: Xplor
Presented by:
Kemal Carr, EDP
March 16, 2010
1
2. Agenda
Time Session Facilitator
12:00 – 1:30 Introduction / eDelivery Market Study Kemal
1:30 – 2:15 Solimar’s Easy-TP case study Barry Key
2:15 – 2:30 Break
2:30 – 3:30 PFG TransPromo & Multi-Channel Kemal
3:30 – 3:45 Break
3:45 – 4:40 TransPromo & ECM Market Studies Kemal
4:40 – 5:00 Q&A – wrap up All
5:00 Happy Hour All
MADISON | ADVISORS
3. About us
Madison Advisors provides
thought leadership, strategic
consulting, and market research
to clients in the CCM, electronic
delivery, and print industries.
MADISON | ADVISORS
4. Madison Advisors’ Background
Assist organizations with document strategies –
print and electronic – including selection and
evaluation decisions
Objective expertise – we do NOT sell hardware,
software, or integration services
Analyst firm behind industry-renowned Best
Practices Analysis (BPA) Study
Ongoing research across a variety of markets:
Customer Communications Campaign Management
Management Document Composition
Print Suppression & Multi- TransPromo
Channel Delivery
EOMS & Workflow
3/18/2010 MADISON | ADVISORS 4
5. Best Practices Analysis (BPA) Objective
Identify best-in-class organizations
Independently evaluate a wide variety of solution
providers
Establish an industry benchmark
Establish relationships and gather current data for
other client engagements
3/18/2010 MADISON | ADVISORS 5
7. Document Trends
79% of BPA firms utilize
mainframe-based
document layout and
composition systems
Only 15% of in-house BPA
firms have digital color
capabilities
MADISON | ADVISORS
9. Results…
6.0
COST TECHNOLOGY OPERATIONAL EFFICIENCY STRATEGY ORGANIZATION
5.0
4.0
3.0
2.0
Best Practice
1.0
Average
Company XYZ
0.0
3/18/2010 Madison | Advisors MADISON | ADVISORS 10
10. Online Trends *
December 2009 survey: 74% of American adults use the internet.
Percentage that “Do any banking online” : 57%
3/18/2010 *http://www.pewinternet.org/Trend-Data/Online-Activities-20002009.aspx MADISON | ADVISORS 11
11. Multi-channel Delivery
63% of enterprises have established
moderately to very aggressive
hardcopy suppression goals.
3/18/2010 MADISON | ADVISORS 12
12. 2009 Multi-Channel Market Study
A new study; GA in Nov 2009
To expand our understanding of the
actual print suppression rates, identify
lighthouse verticals / applications, and
validate the techniques that are driving
those successes
To better understand organizational
and consumer behaviors around
hardcopy suppression, highlight key
trends, and capture document owner
and operations behavior, beliefs, and
future intentions
3/18/2010 MADISON | ADVISORS 13
13. Market Sizing
The bulk of mail volume consists of transaction
documents and direct mail
Transaction documents – statements, invoices,
evidence of coverage, contracts, proposals, trade
confirmations, 401K or other retirement documents,
brokerage account information, insurance policies, and
checks
Direct mail – a type of advertising medium in which
messages are sent to target customers through the
mail to elicit some action, such as making a purchase,
making a donation, or to taking an action such as
voting
3/18/2010 MADISON | ADVISORS 15
14. Situation Assessment
Every firm (27) surveyed by Madison Advisors has a
customer communications strategy (77% have
formal, documented strategies; 23% informal)
Overall e-suppression rates for are generally below 10% today
(Dalbar: 65% of financial services firms are < 10% adoption)
Majority of firms have five-year suppression rate goals of 26 - 50%
The “Why” is obvious…the savings are BIG (i.e. Financial Services
$12 - $15 per customer per year for print/mailing of statements /
confirms / tax reports)
No
Five-Year
8-12% 17-25% 26-50% 51-75% Goal
Banking &
17% 65% 17%
Credit Cards
Financial
50% 33% 17%
Services
Insurance 17% 50% 33%
Utilities &
22% 44% 34%
Telcos
3/18/2010 MADISON | ADVISORS 16
15. Multi-Channel Trends – Part One
USPS* reports FYE 2009:
Lost $3.8B, after 2008 loss of $2.8B
1st class mail down 8.6% YOY
Standard mail down 16.5% YOY
Revenues decline 9.1% for 2009
“A significant portion of the 2009 loss is attributed to the
unprecedented decline in mail volume… there is some evidence
that the recession has accelerated the diversion of First-Class
Mail”
“37% Decline in 1st Class volumes in next 10 yrs”
“$238 B shortfall during the next decade”
3/18/2010 * http://www.usps.com/financials/_pdf/annual_report_2009.pdf MADISON | ADVISORS 17
16. Multi-Channel Trends – Part Two
USPS* reports:
Type Revenues Volumes
First Class 53% 35% 47%
Standard 26% 47%
Revenues
“Although the volume decrease
in 2008 was significant, the
price increase held revenue flat
compared to 2007.”
3/18/2010 *http://www.usps.com/financials/#H6 MADISON | ADVISORS 18
17. Multi-Channel Trends
Green Movement gaining momentum
1) Firms now offering Green incentives
2) Firms attempting second subscription wave – new accounts
default to paperless
Archiving concerns diminished
1) Firms holding multiple years of historical documents
2) Timeliness of paper statements questioned
Affluent, mobile, HNW customers recognize paperless benefits
Insurance firms equate with lower risk!!
3/18/2010 MADISON | ADVISORS 19
18. Situation Assessment
Significant transactional volume migration by those
clients pushing “e”
Retirement Services made an aggressive push (forcing users to
decline e-adoption at every log in), year-over-year statement
envelope counts are down 71%
Implemented a $2 customer fee for paper, year-over-
year statement envelope counts are down 13%
Ran a traditional opt-in campaign, year-over-year statement
envelope counts are down 10%
(1) implemented employee suppressions, reducing
statement envelope volumes by 8,000, (2) moved
towards a statement with 50% less images (“at-a-glance”
statement)
3/18/2010 MADISON | ADVISORS 20
19. Adoption Techniques
Organizations
are looking for
ways to entice
paperless
adoption
3/18/2010 MADISON | ADVISORS 21
23. About the Survey Set
Annual Envelopes Number of
Participants
Revenue Mailed Accounts
Bank of America 20MM
$15M 83MM
Banking & Credit Cards BB&T | CapitalOne to
to to
22% of Respondents Citizens Bank | HSBC
$10B+ 420MM 40MM
A top-ten commercial bank
Financial Services Charles Schwab
(investment houses, $500MM 30MM 3MM
Fidelity | ING
broker/dealers, & asset to to to
management firms)
Pershing | The Principal
$10B+ 500MM 80MM
UBS
22% of Respondents
Insurance Aetna | Allstate
$5B 75MM 3MM
(property & casualty, life, health, American Family
to to to
& annuities) Nationwide
$10B+ 300MM 17MM
22% of Respondents Progressive | USAA
American Electric
Ameren | Entergy 1MM
$20M 1.5MM
Utility and Telco MidAmerican | NSTAR
to to to
34% of Respondents Pepco | SCANA
$10B+ 278MM 16MM
Verizon
WE Energies
3/18/2010 MADISON | ADVISORS 25
24. Key Trends & Drivers
Reducing postal spend is the # 1 driver across all
verticals
Reducing postal spend was an
average 4.9 out of a possible 5.0
Generally, “soft” drivers, such as
customer experience and green
initiatives, ranked much lower
than “hard” drivers
Utilities and telcos (a survey
segment dominated by energy
utilities) gave the 2nd lowest
score to USPS Rate Hikes and
Reduce Postal Spend
3/18/2010 MADISON | ADVISORS 26
25. Key Trends & Drivers
Summary of key drivers by vertical for print
suppression (average scores)
Scores are based on a scale of 1-5 where 1 = “Not
Important” and 5 = “Very Important”
Reduce Reduce
Improved Other
UPS Rate Add’l Resource Customer Customer Postal Operations Green
Hikes Requirements Experience Preference Spend Cost Movement
Financial
Services
3.6 2.6 3.6 4.25 4.8 3.6 3.2
Banks &
Credit Cards
4.25 3.25 4.25 3.75 5.0 4.5 4.25
Insurance 4.5 3.5 4.0 4.5 5.0 4.5 3.5
Utility and
Telco
4.0 4.25 4.5 4.25 4.75 3.5 4.0
3/18/2010 MADISON | ADVISORS 27
26. Key Trends & Drivers
Web-based promotion and intervention is the # 1
mechanism for converting customers to paperless
Telephone interaction (call center, broker) is effective
New account signup is the most effective point to enroll
customers in paperless programs
“Green” programs are effective, although potentially
short-term, drivers for consumer conversion
3/18/2010 MADISON | ADVISORS 28
27. Print Suppression Goals
63% have established
moderately- to very-
aggressive suppression goals.
3/18/2010 MADISON | ADVISORS 29
28. Market Sizing – Suppression Impact
Opportunity
In 2008, Madison Advisors estimates the North American
market for TransPromo printed in full digital color to be
19.3 billion impressions; our forecast is for this to grow to
40.9 billion impressions by 2012
Monochrome TransPromo images available for full color
transfer are estimated to be over 200 billion!
3/18/2010 MADISON | ADVISORS 30
30. Outsourcing
Do you plan to work with outsource providers for
your e-delivery and e-messaging programs?
Overall 57% of
companies are
either already in-
house or
planning to
significantly
REDUCE
outsourcing over
the next 12-24
months
3/18/2010 MADISON | ADVISORS 32
32. Messaging Methods & Effectiveness
SCALE
Company Usage: 20% increments
Frequency: 1=Rarely Used 5=Very High Frequency Usage
Effectiveness: 1=Very Poor Effectiveness 5=Highly Effective
3/18/2010 MADISON | ADVISORS 34
33. Impacts to Industry
Declining hardcopy volumes
e-Delivery demand likely to outstrip demand in
near term
Large firms are more likely to handle e-messaging in
house than mid-size firms
Many firms have captured the “low hanging fruit”,
however need assistance to get to next level
Regulatory issues still put a cap on e-Delivery
efforts for many verticals & document types
New market leaders to emerge
3/18/2010 MADISON | ADVISORS 35
34. Internet Adoption *
Formally an
inhibitor of e-
Delivery
solutions,
Internet Adoption
continues to
expand,
extending
electronic
delivery to an
increasingly
wider audience
3/18/2010 * http://www.pewinternet.org/Trend-Data/Internet-Adoption.aspx MADISON | ADVISORS 36
35. TransPromo Future?
Suppression Impact on Transactional Print Volumes
100%
90%
80%
e Delivery
70%
60%
50%
40%
30%
20%
10%
0%
Yr 0 Yr 1 Yr 2 Yr 3 Yr 4 Yr 5 Yr 6 Yr 7 Yr 8 Yr 9 Yr 10
Mono Color
3/18/2010 MADISON | ADVISORS 37
36. Future Studies
Extend research
N. American Round 2 – Launch June 2010
Western Europe – Launched February 2010
ANE – Launch April 2010
Assist firms with e-Delivery strategies
Questions to consider:
What is the future document delivery model look like?
How your organization can prepare for that change?
What steps are necessary to win market share?
3/18/2010 MADISON | ADVISORS 38