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E-channels in banking
The document outlines the evolution of electronic channels in banking from static websites to omnichannel experiences, emphasizing the impact of new technologies and changing customer demographics. It highlights the shift towards customer-centric digital banking, focusing on user experience, accessibility, and the integration of various communication channels. Additionally, it emphasizes the benefits of e-banking for both banks and customers, as well as the ongoing trends in digital banking as of 2015.
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E-channels in banking
- 1. February 2015 ELECTRONIC CHANNELS INBANKING Nikolay Spasov Business & Project Development Manager Alpha Bank Bulgaria
- 2. Overview: Web &Banking or how web world in banking has progressed in decade plus time... • Static website • Alternative publishing means • Constrained budgets • Every technocrats wish list Pre Y2k • Reactive websites • Web as a add-on revenue model 2000-2004 • Interactive web portals • Web as a Brand nurturing channel 2005-2007 • CRM / SCM Integration • Usability best practice integrated • Social interactivity web 2.0 initiated • Multi-channel Deployed 2007-2013 • Customer experience framework • Multi-technology stack • Virtual world incorporated • Channel Agnostic coverage 2014 + 2Source: TATA Consultancy Service - Internet Banking Channel, A Case For Comprehensive Usage
- 3. Overview: Evolution ofChannels in Banking or the way to transfer traditional banking in new era... 3Source: A Market Leader in Ovum's Decision Matrix – Digital Banking Trends in 2014 – Webinar Recap SINGLE CHANNEL Customer and bank have a single touch point BRANCH CUSTOMER MULTI - CHANNEL CUSTOMERS Customer sees brand through multiple touch points with bank using siloed communications BRANCH WEB ADS CUSTOMER CROSS - CHANNEL BRANCH WEB ADS Customer sees unified brand through many touch points. Bank has single customer view OMNI - CHANNEL CUSTOMER ADS MOBILEWEBBRANCH Customer has holistic brand experience. Bank leverages unified view of customer
- 4. Overview: Digital Era& Banking where the focus is going... 4 Branch-generated revenue growth is becoming more challenging Transactions processing and customer service are becoming increasingly independent of the branch channel Customer demographics are shifting, making Generation Y and ethnic groups vitally important. Y New technologies are gaining widespread adoption, allowing customer relationship management to become channel independent. WEB MOBILE Source: Evolving Models of Retail Banking Distribution – Deloitte Center for Banking Solutions
- 5. e-Banking Definition 5 The automateddelivery of new and traditional banking products and services directly to customers through electronic, interactive communication channels Internet banking (or E-banking) means any user with a personal computer and/or other mobile device and a browser can get connected to her/his bank’s website to perform any of the virtual banking functions “ ” Source: Deloitte Center for Banking Solutions
- 6. e-Banking History 6 how itall started... Since the early 1980s banks are constantly pursuing innovations First internet banking is brought to Nottingham Building Society by Bank of Scotland - HOMELINK Online banking is built into Microsoft Money software. More than 100 000 households being accessing bank accounts online Stanford Credit Union creates the firs online banking website Source: Online Banking Report – Dec 2013
- 7. e-Banking History 7 how itall started... 19 million US households are accessing bank accounts online Yodlee creates the first account aggregation software Rules & regulations for remote authentication and account access Direct banks begin to offer online service Personal finance platforms gain popularity Source: Online Banking Report – Dec 2013
- 8. e-Banking History how itall started... Source: Online Banking Report – Dec 2013 Apple - iPhone 54 million US household uses online banking US banks initiate consolidation of branches 1/3 of consumer experience financial difficulties 40% of customers would benefit form personal finance management tool
- 9. e-Banking History how itall started... Online banking goes massive E-services platforms emerging Mobile cross banking platforms Source: Online Banking Report – Dec 2013
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- 11. e-Banking Varieties 11 Electronic InformationTransfer System (Passive e-Banking) Fully Electronic Transactional System (Active e-Banking)
- 12. e-Banking Benefits 12 for thebank... GLOBAL PRODUCT VARIETY FLEXIBILITY NO FIXED LOCATION LARGE CUTOMER DATABASE PROFITABILITY COST REDUCTION BRANCH OPERATION EFFECTIVNESS
- 13. e-Banking Benefits 13 for thecustomer... AVAILABILITY BALANCE INQUIRY CURRENCY RATES MONEY TRANSFERTRANSACTION HISTORY LOW FEES ANYWHERE BANKING
- 14. % Of UsersThat Use Particular Channel 14 more than once in the past 30 days Source: ComScore, Inc. , courtesy of comScore, Inc.
- 15. Top Channel PreferenceBy Banking Channel 15Source: ComScore, Inc. , courtesy of comScore, Inc.
- 16. Top 10 CountriesBy e-Banking Penetration 16 for 2013 in % Source: ComScore, Inc. , courtesy of comScore, Inc.
- 17. e-Banking Penetration AcrossEurope 17 for 2013 in % Source: ComScore, Inc. , courtesy of comScore, Inc.
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- 19. How Often DoYou Use e-Banking? 19Source: Customer Experience Research 2014 - Gartner
- 20. 3 Most UsedTransaction Types 20Source: Customer Experience Research 2014 - Gartner
- 21. Digital Is Everywhere…InBanking 21 WEB PLATFORMS MICRO WEB SITESCORPORATE WEB SITES INTERNAL WEB TOOLS VIDEO CHANNELS MOBILE WEB SITES APPS SOCIAL PRODUCTS
- 22. Digital In AlphaBank Bulgaria 22 CORPORATE WEB SITES WEB PLATFORMS MICRO WEB SITES MOBILE WEB SITES INTERNAL WEB TOOLS APPS VIDEO CHANNELS PRODUCTS
- 23. HOUSING LOANS To feelthe coziness of your new home CONSUMER LOANS For everything that you may need DEBIT AND CREDIT CARDS To make the most of your shopping SAVINGS Safety for the future SERVICES For more convenient banking on the go Alpha Bank Products & The Digital 23
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- 32. Web Platform –Personal Loan Advisor 32
- 33. Web Platform –Personal Loan Advisor 33
- 34. Web Platform –Personal Loan Advisor 34
- 35. Web Platform –Personal Loan Advisor 35
- 36. Web Platform –Personal Loan Advisor 36
- 37. Web Platform –Personal Loan Advisor 37
- 38. Web Platform –Personal Loan Advisor 38
- 39. Micro Web Site– Alpha e-Services 39
- 40. Micro Web Site– Alpha e-Services 40
- 41. Micro Web Site– Alpha e-Services 41
- 42. Micro Web Site– Alpha e-Services 42
- 43. Micro Web Site– Alpha e-Services 43
- 44. Micro Web Site– Alpha e-Services 44
- 45. Micro Web Site– Alpha e-Services 45
- 46. Mobile Web Site– DYNAMIC & Ultima 46
- 47. Mobile Web Site– DYNAMIC & Ultima 47
- 48. Mobile Web Site– DYNAMIC & Ultima 48
- 49. Mobile Web Site– DYNAMIC & Ultima 49
- 50. Mobile Web Site– DYNAMIC & Ultima 50
- 51. Mobile Web Site– DYNAMIC & Ultima 51
- 52. Mobile Web Site– DYNAMIC & Ultima 52
- 53. Mobile Web Site– DYNAMIC & Ultima 53
- 54. 54 Internal Web Tools– Intranet
- 55. 55 Internal Web Tools– Intranet
- 56. 56 Internal Web Tools– Intranet
- 57. 57 Internal Web Tools– Intranet
- 58. 58 Internal Web Tools– Call Centers Web Tool
- 59. 59 Internal Web Tools– Call Centers Web Tool
- 60. 60 Internal Web Tools– Call Centers Web Tool
- 61. 61 Internal Web Tools– Alpha Sales Tool
- 62. 62 Internal Web Tools– Alpha Sales Tool
- 63. 63 Internal Web Tools– Alpha Sales Tool
- 64. 64 Internal Web Tools– Alpha Sales Tool
- 65. 65 Internal Web Tools– Alpha Sales Tool
- 66. 66 Internal Web Tools– Alpha Sales Tool
- 67. 67 Internal Web Tools– Alpha Sales Tool
- 68. APPS – MobileBanking
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- 70. 70 APPS – EmblematicBuildings
- 71. 71 APPS – EmblematicBuildings
- 72. 72 APPS – EmblematicBuildings
- 73. 73 APPS – EmblematicBuildings
- 74. 74 APPS – EmblematicBuildings
- 75. 75 APPS – EmblematicBuildings
- 76. 76 APPS – EmblematicBuildings
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- 82. 82 What is thefirst thing you reach in the morning? Your bed partner, yourself or your phone? Simon Bond Chief Marketing Officer
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