The document discusses key digital trends for business success and customer engagement in the banking sector, emphasizing the demand for convenient mobile services and the rise of fintech. It highlights the importance of mobile payments, personal financial management tools, and the integration of banking services into consumers' daily lives. Additionally, the document mentions the need for superior user experience through advanced authentication methods, gamification, and the utilization of various devices for banking services.

1. 1
Key Digital Trends
for Business Success and Customer Engagement

2. Market Overview

3. 3
The new generation is expecting sophisticated and
convenient services from Banks…

4. 4
And is also very demanding…

5. 5
Mobile moments are present throughout the customer
journey

6. 6
In the US, half of Smartphone owners holding an
account, have used Mobile Banking in 2015!
Source: Consumers and Mobile Financial Services 2016 , Federal reserves system, USA

7. 7
The mobile payments landscape will change radically
too!
Source of information: Worldpay; Your Global Guide to Alternative Payments

8. Digital Ecosystem

9. 9
Fintechs also provide challenging e-services

10. 10
Joining forces can prove to be the right strategy
Although Fintechs threaten Bank profits, synergies & “coopetition” are necessary for
Win-Win strategies
VivaWallet – Fintech representation in Greece

11. 11
Especially know that global players target local customers
Customers can select their Banking relationship with no borders. Online account
opening through video chat in 8 mins!
Number26 – An online Bank with online account opening

12. Top Mobile Ecosystem Trends

13. 13
“Make the Mobile the primary payments Medium” - mWallet
According to Forrester, mWallet is a service that lets consumers to manage digitized
valuables - offers, coupons, gift cards, IDs, electronic receipts, product information –
from multiple brands And that enables payment transactions
“The vision is to replace
the wallet.
And the starting
point is the
payments”
Tim Cook, CEO Apple

14. 14
Instant Peer 2 peer payments via Social networks, emails, mobile numbers without
the need of using bank accounts.
“Make the Mobile the primary payments Medium” – P2P

15. 15
“Integrate Bank Services in customer’s everyday life” - PFM
Sophisticated Personal Financial Management (PFM) tools for expenses management,
goals setting & budgeting allow users to gain control over their finances while on the go
First Direct Mobile app

16. 16
“Integrate Bank Services in customer’s everyday life”
Loyalty & rewards
New loyalty schemes generation based on mobile payments and analysis of usage
of m-services, habits, patterns, non banking activities, etc. Couponing capabilities
also create an end2end experience.
mBank Contextual Offers

17. 17
“Address dynamic customer segments”
Mobile-only banks emphasizing on high-end technological solutions and supreme UX
target younger segments. In some cases, significantly younger ages..
ImagineBank: A Mobile-Only
Bank for Millennials from La
Caixa
ASB Bank: Clever Kash,
physical & digital money box

18. 18
“Sophisticated cross/up-selling”
Mobile banking offers traditional revenue opportunities such as cross- and
upselling products to existing customers by offering mobile product shopping
options such as comparison tools and personalized recommendations .
Capital One e-Sales

19. 19
“Provide on the go User authentication & security”
Biometrics, voice recognition, “light” login pins, allow for secure & convenient user
authentication and easy access to frequently requested info
Touch idOTP GeneratorVoice Selfie

20. 20
“Provide supreme User Experience”- Support
Premium customer support, self serviced or one2one, through voice recognition &
video banking
BBVA Voice Banking assistant
Barclays Video Banking

21. 21
“Provide supreme User Experience” - Gamification
Apart from an engaging design across devices, available technology allows to integrate
gamification features that make the whole experience more fun & engaging
Chase - Location based background
Southern -Shake to check balance

22. 22
“Provide supreme User Experience”- Devices
La Caixa mobile apps for SmartWatch & Google Glasses
Any device is a potential delivery channel for mobile services. Transaction alerts, stock
exchange info, even payment capabilities can be performed through wearable devices,
boosting engagement & usability to very high levels

23. 23
“Go Phygital !” – In-Branch Assistance
“Branch Assistant” for personalized service while in Bank Branches, interactive
advisors, adding value services & remote check in to queuing system.
ING e-Branch
BMO in Branch app

24. Eurobank New Mobile App

25. 25

26. 26
The New Eurobank Mobile App!

27. 27
The New Eurobank Mobile App!
Send Money to ANYONE, at ANY BANK, at NO COST !

28. 28
Payment Services
• B2C remote payments
• G2C (e.g. ticketing)
• P2P (e.g. via emails, mobile numbers, Facebook)
•C2B (e-commerce)
Eurobank Mobile Services Strategy
Loyalty
• Coupons, Offers, Loyalty programs
•Push notifications, beacons, etc
Banking Services
• Real time account, card, loan information
•Online transfers and bill payments
•Transactions via apps, web or SMS
•Relationship management
Adding Value Services
• Virtual agent, video banking
•Authentication through biometrics
Building a mobile ecosystem as the central point of our digital offering, with services
that assist customers' in all aspects of their everyday life.