This document discusses the evolution of customer digital experiences in banking. It notes that customer needs are changing with demands for mobility, security, personalization and education. Data shows that customers are increasingly using digital channels like mobile banking, with one bank's oldest mobile banking user being 108 years old. The threats to traditional banks from new digital competitors are discussed alongside the opportunities to better meet evolving customer needs through digital transformation. The presentation argues that customer experience expectations represent a revolution rather than simple evolution, requiring banks to digitize services to survive changing demands.

1. The Customer Digital Experience –
Evolution or Revolution?
Antony Bream, UK Managing Director

2. CREALOGIX at a glance
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About us
The CREALOGIX Group is an
independent Swiss software
house
and the Swiss market leader for
Digital Banking.
Our focus
Our focus is placed on
changed customer
needs for mobility,
security, personalised
advice and education
within a comprehensive
user experience.
Our locations
Switzerland
Germany
Austria
United Kingdom
Singapore
Facts
Founded in 1996
320 Employees
CHF 50 million Sales
CHF 100 million
Market Cap

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The Facts & Trends

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HSBC’s oldest customer
to download its
banking app is 108!

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7 – 9am the busiest time for customers logging in Mon to Fri

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15. Threats To The Banking Industry
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16. Threats to the Banking Industry
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17. But There Are Many Opportunities
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18. User Experience Compromise vs. Security
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The evidence points to a Revolution
from the customer!

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21. Digitize or Die!
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23. The Details in the Data!
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25. Tailored to customers‘ requirements through targeted campaign
management
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Homepage
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29. Get OnBoarding Right!
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31. The Implications of Getting it Right
“You can see that we’ve developed up to 16 million-plus customers. That’s 2
million more than when I was here last year, and we added 30,000-plus last week,”
BofA CEO Brian Moynihan
 The bank says its mobile “active” bank accounts surged by 15% last year to some
16.5 million.
 Wells Fargo of San Francisco reported nearly 25 million active online customers
last year, up 8 percent year-over-year. It had just over 14 million active mobile
customers, a jump of 19 percent. Last year, it reduced its total branch network by
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32. So Where To Start?
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33. The Future
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34. The Customer Digital Experience –
Evolution or Revolution?
Antony Bream, UK Managing Director
+44 (0)7880 796403
antony.bream@crealogix.com