The document discusses digital finance trends in Russia. It notes that while only 13% of Russians currently use online banking services, the use of digital payments and online banking is growing rapidly due to increases in smartphone ownership and internet usage. Major challenges to further adoption include a lack of usability, convenience, trust, and customer service in many existing online banking platforms. The document examines case studies of banks that have successfully improved their digital experiences and proposes models for attracting new customers online, including through the use of electronic wallets and social media promotions.
Different Types of Mobile payments
Payment Models
- SMS/USSD-based transactional payments
- Direct mobile billing
- Mobile web payments (WAP)
- QR Code Payments
- Contactless Near Field Communication
- Cloud-based mobile payments (Please elaborate applepay, google, paypal and others)
- Audio signal-based payments
- Direct carrier/bank co-operation
Internet Banking in Social Media - Replise Mind Radar Replise.com
Mind Radar
Mind Radar is mostly qualitative study to collect and structure all issues and their diverse angles of perception around a brand or theme within the online community. The Mind Radar study not only situates the brand in the social media discourse, helping you to craft engaging social media messages, but also helps you structure the discourse into meaningful aspects. The study explores and analyses the key currents and undercurrents of the social media discourse and draws out the movers or barriers of a decision.
By downloading this study you received a report, which maps consumer insights and attitudes towards internet banking. It analyses habits, expectations, improvement ideas, and issues discussed by consumers.
The report’s goal is to support marketing and product improvements and helps to set services and products to customer needs. This research is based on data gathered by Replise within a three month time period, coded by the aim of the report and analysed by the analyst team.
About Replise
The Social Intelligence Company Founded 2010 in Hungary by serial entrepreneurs. Replise provides social research services in more than 40 languages and operates offices in Germany, UK, Poland and Hungary. Focusing on social research using proven market research methodologies, Replise has established partnerships with classic market research firms. Replise’s services are based on the combination of a unique high-end social analytics platform and a team of qualified analysts with years of market expertise. We can provide access to historical as well as real time data from blogs, forums, news portals, video platforms and social networks like Twitter and Facebook. Replise products and services are used by well-known brands and many marketing and PR agencies across Europe.
Different Types of Mobile payments
Payment Models
- SMS/USSD-based transactional payments
- Direct mobile billing
- Mobile web payments (WAP)
- QR Code Payments
- Contactless Near Field Communication
- Cloud-based mobile payments (Please elaborate applepay, google, paypal and others)
- Audio signal-based payments
- Direct carrier/bank co-operation
Internet Banking in Social Media - Replise Mind Radar Replise.com
Mind Radar
Mind Radar is mostly qualitative study to collect and structure all issues and their diverse angles of perception around a brand or theme within the online community. The Mind Radar study not only situates the brand in the social media discourse, helping you to craft engaging social media messages, but also helps you structure the discourse into meaningful aspects. The study explores and analyses the key currents and undercurrents of the social media discourse and draws out the movers or barriers of a decision.
By downloading this study you received a report, which maps consumer insights and attitudes towards internet banking. It analyses habits, expectations, improvement ideas, and issues discussed by consumers.
The report’s goal is to support marketing and product improvements and helps to set services and products to customer needs. This research is based on data gathered by Replise within a three month time period, coded by the aim of the report and analysed by the analyst team.
About Replise
The Social Intelligence Company Founded 2010 in Hungary by serial entrepreneurs. Replise provides social research services in more than 40 languages and operates offices in Germany, UK, Poland and Hungary. Focusing on social research using proven market research methodologies, Replise has established partnerships with classic market research firms. Replise’s services are based on the combination of a unique high-end social analytics platform and a team of qualified analysts with years of market expertise. We can provide access to historical as well as real time data from blogs, forums, news portals, video platforms and social networks like Twitter and Facebook. Replise products and services are used by well-known brands and many marketing and PR agencies across Europe.
SITEC eCommerce Class 4
Title: Online Payment
Presenter: Chan Kok Long, Executive Director (iPay88)
Date: 11 August 2015
Venue: The Canvas @ Damansara Perdana
AI-empowered Omnichannel Digital Banking PlatformBanQ Systems
Leading edge omnichannel digital banking platform
- AI/ML-empowered
- Open API (compliance with PSD2 directive)
- Centralized product control
- Secure Operation
- Emphasis on Usability
- Significantly lower TCO, compared to the market
- Modular architecture
It may seem a surprise that a media expert pays attention to Online Banking, but the truth is that banks have realized that they have to pay attention to the ‘new medium’ to strengthen relationships with their clients
Introduction
Technology in the banks is presently catching up with a high level of development around the world. The gaps between the Indian banks and their counterparts in the technologically advanced countries are gradually narrowing down. The world has witnessed an information and technological revolution of late. This revolution has touched every aspect of public life including banking (Siam, 2006). Since two decades, due to an increasingly competitive, saturated and dynamic business environment, retail banks in many countries have adopted customer-driven philosophies to address the rapid and changing needs of their customers (Walker et al., 2008). Technological advances have changed the world radically, altering the manner in which individuals conduct their personal and business affairs. Over the past two decades in particular, the banking industry has invested substantial resources in bringing ICT to customers.
The banking industry is undergoing through the significant technological changes; it has several impacts on customer satisfaction and loyalty. ―It has revolutionised every industry including banking in the world by rendering faster and cost effective delivery of products and services to the customers. According to Chakrabarty, (2007) core banking solution enables banks to extend the full benefits of ATM, tele-banking, mobile banking, internet banking, card banking and other multiple delivery channels to all customers allowing banks to offer a multitude of customer-centric services on a 24x7 basis from a single location, supporting retail as well as corporate banking activities.
Now, Indian banks are investing heavily in the technologies such as branch automation and computerization, core banking, tele-banking, mobile banking (M-banking), internet banking, automated teller machine (ATMs), data warehousing etc. ICT innovations in the previous few years have changed the landscape of banks in India (Mittal and Dhingra, 2007; Kour and Kour, 2011). Today public sector and private sector banks are offering online banking services. Various alternative channels to provide easy and any where banking are properly thought of. The process of bank computerization was started since 1985 in public sector banks in India. However, some private sector banks have started computerization prior to the public sector banks in India. The banks in India are using ICT not only to improve their own internal processes but also to increase facilities and services to their customers.
How would digital technology change the landscape of retail branch banking? Will the physical network disappear? Will robots replace human financial advisers? Will augmented reality become everyday life? This presentation looks at the value chain of branch banking and the relevance of five innovative technologies: Open API, artificial intelligence, RPA, augmented reality and blockchain.
“Digital” is the new buzz word in the banking sector, with banks all around the globe hopping onto the digital bandwagon. Banks of all sizes are making sizeable investments in digital initiatives in order to maintain a competitive edge. Vijaya Bank shows us what are the benefits of the digital banking.
This is a class room presentation taught by Prof Chowdari Prasad to MBA (Banking) students on developments of Technology in Indian Banking. It was well received and needs to be updated. Any suggestions are welcome from bankers, students, researchers, etc.
Another study that we are launching this year is the Digital SME Lending Study – an Annual Review of the possibility to apply for and receive a loan fully online for Micro and SME customers provided by banks and FinTechs in CEE countries.
The scope of this year’s analysis covers banks and FinTechs that offer at least an online application for an SME loan in the CEE region. In some countries, banks and FinTechs implemented some restrictions on financing SMEs, while some companies stopped lending to SMEs and were therefore not included in the study.
Please write at cee@smebanking.club to request full Study.
CURRENT TREND IN INTERNET BANKING (SUBJECT -ENGINEERING ECONOMICS AND MANAG...Vraj Patel
1. NAME- VRAJ P. PATEL ,SUBJECT - EEM ,SY-COMP. -2 SVIT ,VASAD
2.Internet banking involves consumers using the Internet to access their bank account and to undertake banking transactions.
At the basic level, Internet banking can mean the setting up of a Web page by a bank to give information about its product and services.
At an advance level, it involves provision of facilities such as
accessing accounts
funds transfer
buying financial products or services online.
This is called ``transactional'' online banking.
3.BANKING SERVICES THROUGH INTERNET
4.Traditional Banking Vs. Internet Banking
5.Advantages of Internet Banking
6.EXAMPLE OF ICICI BANK
7.CASE STUDY RELATED TO CURRENT TREND OF INTERNET BANKING ,REVIEW OF WORLD WIDE INTERNET BANKING SCOPE ,
8. CONCLUSION
2012 China Financial Industry Trends and OutlookKapronasia
While the rest of the world struggles with a lingering financial crisis, Chinese Financial institutions will continue investing in financial technology innovation in 2012. New technologies such as EMV and mobile near-field payments will drive significant investment as financial institutions continue to modernize and expand both the breadth and depth of their product offerings.
This webinar from Kapronasia will look at some of the key insights from Kapronasia’s “China Financial Technology 2012 – Top 10 Trends Shaping the Industry" report, a comprehensive look at the key issues and challenges and how banks are overcoming them.
SITEC eCommerce Class 4
Title: Online Payment
Presenter: Chan Kok Long, Executive Director (iPay88)
Date: 11 August 2015
Venue: The Canvas @ Damansara Perdana
AI-empowered Omnichannel Digital Banking PlatformBanQ Systems
Leading edge omnichannel digital banking platform
- AI/ML-empowered
- Open API (compliance with PSD2 directive)
- Centralized product control
- Secure Operation
- Emphasis on Usability
- Significantly lower TCO, compared to the market
- Modular architecture
It may seem a surprise that a media expert pays attention to Online Banking, but the truth is that banks have realized that they have to pay attention to the ‘new medium’ to strengthen relationships with their clients
Introduction
Technology in the banks is presently catching up with a high level of development around the world. The gaps between the Indian banks and their counterparts in the technologically advanced countries are gradually narrowing down. The world has witnessed an information and technological revolution of late. This revolution has touched every aspect of public life including banking (Siam, 2006). Since two decades, due to an increasingly competitive, saturated and dynamic business environment, retail banks in many countries have adopted customer-driven philosophies to address the rapid and changing needs of their customers (Walker et al., 2008). Technological advances have changed the world radically, altering the manner in which individuals conduct their personal and business affairs. Over the past two decades in particular, the banking industry has invested substantial resources in bringing ICT to customers.
The banking industry is undergoing through the significant technological changes; it has several impacts on customer satisfaction and loyalty. ―It has revolutionised every industry including banking in the world by rendering faster and cost effective delivery of products and services to the customers. According to Chakrabarty, (2007) core banking solution enables banks to extend the full benefits of ATM, tele-banking, mobile banking, internet banking, card banking and other multiple delivery channels to all customers allowing banks to offer a multitude of customer-centric services on a 24x7 basis from a single location, supporting retail as well as corporate banking activities.
Now, Indian banks are investing heavily in the technologies such as branch automation and computerization, core banking, tele-banking, mobile banking (M-banking), internet banking, automated teller machine (ATMs), data warehousing etc. ICT innovations in the previous few years have changed the landscape of banks in India (Mittal and Dhingra, 2007; Kour and Kour, 2011). Today public sector and private sector banks are offering online banking services. Various alternative channels to provide easy and any where banking are properly thought of. The process of bank computerization was started since 1985 in public sector banks in India. However, some private sector banks have started computerization prior to the public sector banks in India. The banks in India are using ICT not only to improve their own internal processes but also to increase facilities and services to their customers.
How would digital technology change the landscape of retail branch banking? Will the physical network disappear? Will robots replace human financial advisers? Will augmented reality become everyday life? This presentation looks at the value chain of branch banking and the relevance of five innovative technologies: Open API, artificial intelligence, RPA, augmented reality and blockchain.
“Digital” is the new buzz word in the banking sector, with banks all around the globe hopping onto the digital bandwagon. Banks of all sizes are making sizeable investments in digital initiatives in order to maintain a competitive edge. Vijaya Bank shows us what are the benefits of the digital banking.
This is a class room presentation taught by Prof Chowdari Prasad to MBA (Banking) students on developments of Technology in Indian Banking. It was well received and needs to be updated. Any suggestions are welcome from bankers, students, researchers, etc.
Another study that we are launching this year is the Digital SME Lending Study – an Annual Review of the possibility to apply for and receive a loan fully online for Micro and SME customers provided by banks and FinTechs in CEE countries.
The scope of this year’s analysis covers banks and FinTechs that offer at least an online application for an SME loan in the CEE region. In some countries, banks and FinTechs implemented some restrictions on financing SMEs, while some companies stopped lending to SMEs and were therefore not included in the study.
Please write at cee@smebanking.club to request full Study.
CURRENT TREND IN INTERNET BANKING (SUBJECT -ENGINEERING ECONOMICS AND MANAG...Vraj Patel
1. NAME- VRAJ P. PATEL ,SUBJECT - EEM ,SY-COMP. -2 SVIT ,VASAD
2.Internet banking involves consumers using the Internet to access their bank account and to undertake banking transactions.
At the basic level, Internet banking can mean the setting up of a Web page by a bank to give information about its product and services.
At an advance level, it involves provision of facilities such as
accessing accounts
funds transfer
buying financial products or services online.
This is called ``transactional'' online banking.
3.BANKING SERVICES THROUGH INTERNET
4.Traditional Banking Vs. Internet Banking
5.Advantages of Internet Banking
6.EXAMPLE OF ICICI BANK
7.CASE STUDY RELATED TO CURRENT TREND OF INTERNET BANKING ,REVIEW OF WORLD WIDE INTERNET BANKING SCOPE ,
8. CONCLUSION
2012 China Financial Industry Trends and OutlookKapronasia
While the rest of the world struggles with a lingering financial crisis, Chinese Financial institutions will continue investing in financial technology innovation in 2012. New technologies such as EMV and mobile near-field payments will drive significant investment as financial institutions continue to modernize and expand both the breadth and depth of their product offerings.
This webinar from Kapronasia will look at some of the key insights from Kapronasia’s “China Financial Technology 2012 – Top 10 Trends Shaping the Industry" report, a comprehensive look at the key issues and challenges and how banks are overcoming them.
Customer Power is a programme of research exploring the relationships that customers want to have with UK companies.
We’ve previously looked at the financial services, mobile, pay tv & energy sectors and now we are putting retail banks under the spotlight. This presentation is the first in a series of 4.
Here we look at whether consumers have the relationship they want with their bank, how it makes them feel, who the best banks are and why, and how banking compares with other sectors.
We have lots more data from this self-funded research, so if you would like to hear more, please get in touch - our contact details are included at the end.
Credit cards are dominant form of online payment, accounting for around 80% of
online payments in 2005
-New forms of electronic payment include:
3-1
3-2
3-3
3-4
3-5
3-6
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Digital
Online
Digital
Digital
Digital
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cash
stored value systems
accumulating balance payment systems
credit accounts
checking
Technology Changing The Face Of MicrofinanceJohn Owens
Technology is now changing the face of microfinance by providing new ways to provide financial services to low income households.
This presentation was given at the InterPacific Bar Association Annual Conference in Manila, Philippines on April 30, 2009.
Hardware-software complex to manage accounts, e-wallets, payment and loyalty cards in single application.
Advantages for Clients:
- Mobile platform, turning a smartphone into a powerful payment and loyalty tool
- Online Р2Р transactions
- One-click payments
- Simple and secure authorization
- Access to financial services for underbanked population
Advantages for Bank:
- Affordable tool for day-to-day banking operations, which is an essential competitive advantage to attract the most economically active and technologically advanced clients, making the most profitable market segment
- Saving costs on performing payment and transfer transaction in the Bank’s branches
www.mwallet.pro
www.m-processing.com
Wallet Factory platform is a constructor for a wide range of use cases:
- Launching digital banking for traditional banks and credit unions (white-label mobile and web apps and integration with banking core system);
- Enabling extra revenue sources for telecom operators, e.g. P2P, service catalogues, money transfers etc. (e-wallet processing and a mobile app);
- Setting up loyalty\payments system for retailers etc. (e-wallet processing and mobile app, alongside with the loyalty platform).
Rabobank: Case Studies in Mobile Banking & Payments Development: November 201...Dan Armstrong
A brief presentation on mobile banking and payments developments within Rabobank Nederland and Rabobank International; as well as some case studies of how Rabo Development uses these lessons learned in developing countries.
Dan Armstrong
IIR Mobile Payment Services
Prague, Czech Republic
02 November 2010
STREETONOMICS: Exploring the Uncharted Territories of Informal Markets throug...sameer shah
Delve into the world of STREETONOMICS, where a team of 7 enthusiasts embarks on a journey to understand unorganized markets. By engaging with a coffee street vendor and crafting questionnaires, this project uncovers valuable insights into consumer behavior and market dynamics in informal settings."
This presentation poster infographic delves into the multifaceted impacts of globalization through the lens of Nike, a prominent global brand. It explores how globalization has reshaped Nike's supply chain, marketing strategies, and cultural influence worldwide, examining both the benefits and challenges associated with its global expansion.
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The secret way to sell pi coins effortlessly.DOT TECH
Well as we all know pi isn't launched yet. But you can still sell your pi coins effortlessly because some whales in China are interested in holding massive pi coins. And they are willing to pay good money for it. If you are interested in selling I will leave a contact for you. Just what'sapp this number below. I sold about 3000 pi coins to him and he paid me immediately.
+12349014282
BONKMILLON Unleashes Its Bonkers Potential on Solana.pdfcoingabbar
Introducing BONKMILLON - The Most Bonkers Meme Coin Yet
Let's be real for a second – the world of meme coins can feel like a bit of a circus at times. Every other day, there's a new token promising to take you "to the moon" or offering some groundbreaking utility that'll change the game forever. But how many of them actually deliver on that hype?
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5 Tips for Creating Standard Financial ReportsEasyReports
Well-crafted financial reports serve as vital tools for decision-making and transparency within an organization. By following the undermentioned tips, you can create standardized financial reports that effectively communicate your company's financial health and performance to stakeholders.
What price will pi network be listed on exchangesDOT TECH
The rate at which pi will be listed is practically unknown. But due to speculations surrounding it the predicted rate is tends to be from 30$ — 50$.
So if you are interested in selling your pi network coins at a high rate tho. Or you can't wait till the mainnet launch in 2026. You can easily trade your pi coins with a merchant.
A merchant is someone who buys pi coins from miners and resell them to Investors looking forward to hold massive quantities till mainnet launch.
I will leave the what's app number of my personal pi vendor to trade with.
+12349014282
how to sell pi coins effectively (from 50 - 100k pi)DOT TECH
Anywhere in the world, including Africa, America, and Europe, you can sell Pi Network Coins online and receive cash through online payment options.
Pi has not yet been launched on any exchange because we are currently using the confined Mainnet. The planned launch date for Pi is June 28, 2026.
Reselling to investors who want to hold until the mainnet launch in 2026 is currently the sole way to sell.
Consequently, right now. All you need to do is select the right pi network provider.
Who is a pi merchant?
An individual who buys coins from miners on the pi network and resells them to investors hoping to hang onto them until the mainnet is launched is known as a pi merchant.
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I'll provide you the what'sapp number.
+12349014282
Understanding how timely GST payments influence a lender's decision to approve loans, this topic explores the correlation between GST compliance and creditworthiness. It highlights how consistent GST payments can enhance a business's financial credibility, potentially leading to higher chances of loan approval.
where can I find a legit pi merchant onlineDOT TECH
Yes. This is very easy what you need is a recommendation from someone who has successfully traded pi coins before with a merchant.
Who is a pi merchant?
A pi merchant is someone who buys pi network coins and resell them to Investors looking forward to hold thousands of pi coins before the open mainnet.
I will leave the what'sapp contact of my personal pi merchant to trade with
+12349014282
BYD SWOT Analysis and In-Depth Insights 2024.pptxmikemetalprod
Indepth analysis of the BYD 2024
BYD (Build Your Dreams) is a Chinese automaker and battery manufacturer that has snowballed over the past two decades to become a significant player in electric vehicles and global clean energy technology.
This SWOT analysis examines BYD's strengths, weaknesses, opportunities, and threats as it competes in the fast-changing automotive and energy storage industries.
Founded in 1995 and headquartered in Shenzhen, BYD started as a battery company before expanding into automobiles in the early 2000s.
Initially manufacturing gasoline-powered vehicles, BYD focused on plug-in hybrid and fully electric vehicles, leveraging its expertise in battery technology.
Today, BYD is the world’s largest electric vehicle manufacturer, delivering over 1.2 million electric cars globally. The company also produces electric buses, trucks, forklifts, and rail transit.
On the energy side, BYD is a major supplier of rechargeable batteries for cell phones, laptops, electric vehicles, and energy storage systems.
Creating a new digital experience - Ideas and Case Studies
1. Creating a New Digital Finance Experience
- from online service to online sales & e-commerce
Alexey Kazakov
Head of Electronic banking, OTP bank, Russia
Special for P.World event
– 3rd International Banking Forum, Belgrade, Serbia
3. Russian retail banking: Current state
Russia market overview
Russia market overview
- Overall retail credit portfolio volume >9 700 000 000
000 rubles (~225B Euro). Y2Y growth: 23%
- 205 000 000 cards issued overall, >26 mln – credit
cards. Y2Y growth: 6%
- Major players: Sberbank (>30% market share),
VTB24, Tinkoff CS (online bank), Alfa bank, Russian
standard bank
OTP
OTP Bank Russia – TOP 15 Retail bank
Russia – TOP 15 retail bank
- holds 2nd position in POS landing segment. Market share is about 20%.
Credit portfolio is almost 50 Bln rubles (Q2’13) –more 1,1B EUR
- holds 6th position in Credit cards segment. Market share is 4,1%,
portfolio more then 40 Bln rubles (Q2’13) – more 0,9B EUR
- Presence and network: 3 700 cities, 157 branches, 32 000 POS
locations
Sources:
- official data from Russian Central Bank
- market review from Frank Research Group for OTPbank
3
4. Online retail banking in Russia: Key figures
TOP-5 most USED online functions
42558
Mobile, internet payments
Utility payment
Transfers to e-money (PayPal, QIWI, etc)
TP2G payments (traffic police, taxes)
Domestic transfers (VPP, MCMS)
TOP-5 most GROWING online areas
Online banking TURNOVER, mln EUR
Online request for a card delivery-at-home
Online deposits and loans
Mobile applications with geo-locations
P2P transfers (on phone#, card#)
Individual pre-scored offers
2017F
740
674
13744
2012
158
188
9870
2011
107
135
3198
2008
40
42
1
10
100
Internet-bank
1000
10000
SMS-banking
100000
Mobile bank
Online banking USERS, mln
25
22,2
20
TOP-5 TRANDS in online banking
E-invoicing online shopping
Direct debit from other cards
UX interface re-design
Expenses categorization PFM
Credit registry request
15
9,9
10
8
5
2,4
0
2012
Mobile bank
Sources:
- J’son and Partners market research, Apr 2013
1,9
0,7
2017F
SMS-banking
Internet-bank
4
5. OTP RU online retail banking: Key achievements
OTPdrekt - Internet,
Mobile and SMS banking
User activity dynamics, units/quarter
Unique logins
Transactors
According to “Markswebb
Rank and Research” agency
report in 2013, OTPdirekt
is:
•
TOP-10 in mobile
banking (IOS,
Android)
•
TOP-30 in internet
banking
+130%
+424%
Q1 '12
Q2 '12
Transaction ,units /quarter
Service payment
Intraclient transfer
Domestic transfer
Intrabank transfer
TOTAL
Q3 '12
Q4 '12
Q1 '13
Q2 '13
Q3 '13
Q2' 13
Q3' 12
SMS bank ussage /quarter
Templates & oths
DEPOSIT
LIST
CARD
CREDIT
+113%
KURS
REKV
UP
BAL
+540%
Q1 '12
Q2 '12
Q3 '12
Sources:
- Own data sources, Oct 2013
Q4 '12
Q1 '13
Q2 '13
Q3 '13
Q1' 12
Q2' 12
Q3' 12
Q4' 12
Q1' 13
5
6. Lack of “online” culture
Russia population is about 143 000 000 people … BUT, only
13
%
- of Russians uses online banking services
3%
2%
5%
20%
21%
23%
it is too expensive for me
it is not enough secured
No reason/need
13%
48%
61%
I don't know how to use it
It is not a convinient for me
4%
1%
Phone call
Physical locations
Internet, Mobile, SMS
I don't know what is it
Social media
E-mail, internet site chat
Sources:
- National research agency (ФОМ) , 2012
- Statistical data, OTPbank RU, 2013
6
7. Major challenges
What prevent people from getting online banking experience?
Lack of Usability
Lack of Convenience
Lack of Trust Transparency
• Inconvenient and unfriendly user interfaces, too many
legal and official terms in forms. Too many fields should
be filled
• Personal visit to bank is always needed, difficulties with
generating (recovering) passwords, scratch cards (OTP,
token )should be in a pocket, too much of security, etc.
• Online service is unstable (not really 24/7/365), incorrect
fin info (not up-to-time), visible bugs, too many hidden
restrictions, no relevant feedback from service (Is my
transaction proceeded?)
Lack of Productivity
• “It is better to call to a bank than to navigate inside”, not
all browsers are supported, no mobile versionapplication
Lack of Customer care
• no (or late) feedback from a bank support, irrelevant help
on problems resolution, no demo and education
materials, unfriendly user manuals (papers, terms …)
Sources:
- Markswebb Rank & Report, «Internet Banking Rank 2012»
7
8. Case Study #1 – Yandex. Dengi & Sberbank
Short PIN for login under
same device (no pword)
Well organized menu –all
functions on “finger tips”
Fast launch - most required
information on main page
Navigation is adopted to
particular platform & UX
Most convenient type of
keyboard for each task
8
9. Usability: Everyday payments go much simple
Custom and pre-set
templates
Visualization of
selected payment
source
Structured service
payment catalog
with contexts search
“Favorites” and Last
payments
Add note or capture
to a payment
Recently used
amounts
1
Pre-delinquency
reminder
Geo-location service:
Bank’s and Partner’s
places
9
10. Схема процесса
Usability: E-invoicing for forced e-commerce
Client should not think about payment transfer requisites …
E-invoicing – bank fills up a payment bill, and client
just may to accept or decline it in one click in web or
mobile!
• Utilities, internet, mobile payments
• P2G payments (taxes, police)
• P2P transfers (money sharing, sending money to
relatives or friends)
• Calendar based notification and recurrent
payments
• Payment confirmation by web, SMS or via Mobile
bank (push)
• Online and even offline purchases - Merchant
sends payment request to a client webmobile
bank via integration provider (aggregator) or
directly
10
11. Convenience: Balance bw security and usability
Think about clients’ insights, when you start to expand online banking:
•
•
•
Single combination of
loginpassword and
phone number for all
channels
Templates sharing
between web, mobile,
SMS and even
kiosksATM
Cardaccount or even
online banking channel
itself could be blocked
on similar way in any
channel or device
Transaction limits for
one channel, could be
adjusted in other
channels
Mobile bank
Control
Payments, transfers, reports, fin information
•
Access
blockage
Transaction
limits
Management
Mobile phone
management
Management
Creation
Templates
Access
blockage
Control
11
12. Case Study #2 – RSB and Alfa-bank
Online services should NOT be sold offline way …
• Loginpassword delivery on air (SMS) – NO tokens, NO scratch cards …
• Access recover block with SMSMobile or on web interface (card number and key-word are
required)
• Using SIM-card and device data for harmonization bw usability and security:
No need to re-authorize for fin
info enquiry, but you have to do
it for paymentstransfers
Mobile payment on internet
bank templates without
mandatory authorization
Transactions on small amounts
(or “one-more payment”)
without mandatory SMS
confirmation
12
13. Transparency: Electronic wallets
How to attract new clients from online and … by online process:
Electronic Wallet (EW) – technical “account” in IT
systems, with prepaid “balance”, which might be
opened, filled and debited without KYC
•
•
•
•
•
•
Sources:
Market data, 2012
10% of Russians uses EW, 34 mln. EW are issued
EW is mostly used for instant payments, P2P
transfers, online shopping
Max limittransaction – 15 000 RUR (350 EUR), Max
monthly turnover – 40 000 RUR (930 EUR)
In 2011 e-wallets became get a legal basis (161FL)
in 2012 e-wallets top-up come closely to 300B RUR
(7 000 mln EUR)
In 2012 Russian banks start to open own e-wallets
with a target to e-commerce expansion and new
client acquisition from online and via kiosksATMs
13
14. Case Study #3 - Sales model for “walk-in” clients
Usage of e-wallet technology could convert 100% visitors of bank’s locations – to online
product users (and Bank’s clients!):
• “Short – scale” based on e-wallet
• “Full – scale” based on regular accountcard online access (Internet, mobile, SMS)
OTP - Existing sales scheme
Branch,
POS
location
Client submit
application to
loan, card,
deposit, etc.)
Not approved
Approved !
FULL-SCALE functional
- Payments transfers form ANY source
- Credit funds usage
- ALL fin info for ALL products
- ALL features
Open contract to
ACCOUNT CARD
Client scans QR
at POS location
branch and
download
Mobile
application!
Push clients to
Identification in Branch or
POS via
individual pre-scored offers
individual pre-scored offers
Client is interested
in using Payment
transfer services
OBLY
Open online
contract to
ELECTRONIC
WALLET
Simple
authentification
SHORT-SCALE functional
- E-wallet balance
- Payments
- Transfers
- SOME features
OTP - New sales scheme - to be launched in 2013 - 2014
14
15. Case Study #4 - “invite a friend” sales model
Usage of e-wallet technology could push your existing clients to spreadshare money
with their friends (not banks’ clients yet) and give an opportunity to turn them to new
clients in a minutes!
Not your client yet
Client #1 log-in to
Mobile App or use
Web page
Client #1 choose
“Send funds to a
friend” and add
participants from
Address book
Approved !
Friend #2 receive
SMS with transfers
details and links to
App Stores and Bank
Web page
Approved !
Client #1 Fill up
transfer form with
amount and push
“Send”
Confirmation
SMS/email/notification
Your client already
Transfer is done.
Friend is able to
opendownload
Mobile App and get
access to funds
- Amount
+ Amount
New clients on boarding process
Friend is #2 able to
download App or
go to web form by
following link
Friend #2 goes thru
simple registration
process for contacts
data validation
• Alias for access (simple
enough to remember)
• Demographic data
• Contact data (mobile
number, email - to be
validated)
• Password Code (simple,
but secure)
Friend #2 open Ewallet, and become
a Client #2
Welcome SMS, e-mail
15
16. Customer care: Single-entry-point support
You can not control customer satisfaction, wout communication management …
Communication channels
Branch
Level 1:
Customer
support team in
Contact center
(24/7/365)
Level 2:
Professional
support team in
IT OPS
(24/7/365)
Contact Centre
Cooperation in issue
resolution
Online chat
E-mails
Cooperation in customer satisfaction
Social medias
News updates
Online products team
Training &
educational
materials
News about
functional
changes
Incentive
programs
for usage
increase
16
17. Case Study #5 – TCS, RSB, Alfa,Sberbank
Rotate, resize filter a map
objects for better result
Issue with smth just – call to
bank directly from Mobile app
Route calculation - find a way and
arrange proper time is simpler
Find closest point of loan repayment
(partner) or a place with special offers
Get a welcome wizard on first
launch, shake device for help screen
Check branch open hours
and query online
17
18. Customer care: Social media
Social media is not about direct sales, because there are no BUYERS in SM …
Know your customers, be aware where they are and
be a friend to them, especially, when advice is
needed.
Gamification – is a power tool to explain complex
things (or products!) on a most simple language for
widest audience
“Help, Care, Entertain” – use different social medias
for appropriate tasks:
•
•
•
for being transparent and getting more respect
for teasing and getting customers to be involved
for education and advertising
18
19. Case Study #6 – Ubank (AUS)
People like to be “not worse” than neighbors. Let’s monetize it …
1. Type down info
about themselves on
website (6 steps)
2. Obtain information how many people
like you on your
neighborhood
3. Learn how much
money they spend
and how much is
transmitted to
deposits
4. Choose a personal
financial plan
5. Share your
accomplishments
with a friends on
Social Media
19
20. Case Study #7 – Westpac bank (NZL)
How to get new clients and sell deposits widely - make a “virus” App
1.
2.
3.
4.
Download the application to your Smartphone
Open deposit account remotely
….
Press the RED button, and top up you deposit
on $5 instead of "impulse buying“ during
shopping
5. Share your success with friends thru Social
media
20
21. E-BUSINESS. WHAT IS THE NEXT?
“The future has already arrived. It's just not
evenly distributed yet”
William Gibson
22. Digitality - is today's reality!
Russia population is about 143 000 000 people, again, and …
45
- of Russian people goes online at least once a 24 hrs.
Monthly figure is even higher - 57%
22
- overall number of active Smartphone users in Russia.
BTW, in first half of 2013, >7 mln devices have been sold
%
m
National research agency (ФОМ) , June 2013
J’son & Partners Consulting, for Google, 2012
Market research done by “Svyaznoy” retail network, June 2013
… it is a proper time for mobile payments innovations!
22
23. Cards – are “granny's payment too”
Plastic cards are enough expensive (to
accept) for a Merchant
… Inconvenient for a Customer (how many
card do you have in your pocket?)
… low protected - In e-commerce world all
traditional card protections (PINChipEMV)
are zero
Cards' branding is disappearing. If a
Card linked to electronic wallet (QIWI,
PayPal) or to online shops account
(AppStore, Google play) - all money are
in one secured place
Customer just need ONE password to
access them all
Now it is matter “Who?”, but not “with What?”
23
24. Merchant – a major “customer” for payment innovations
Merchant resists to
payment innovations in
acceptance, if there isn't
long-term and transparent
value (lower MDR, loyalty
features, etc.)
Any equipment for
acceptance brings freedom
restriction for a Merchants
and exchange it to a
dependency on external
factors (internet
connection, physical
damages, etc.)
MS, Chip, NFC
Devices (HW)
Issues
Devices (HW)
Card systems
Acquirers
Banks
Banks
Customers
Merchants
Apps (SW)
Alternative PS
Apps (SW)
Banks
“On-air” banking: less infrastructure and 3rd parties – minimum costs and fees
24
25. Digital world brings more opportunities
Mobile technologies allows to
implement the best user experience
(UX), constantly adapted to suit the
needs of specific customers;
Delivery speed of innovation to gadgets
and Apps is a maximum.
In online world various technologies
could be used to ensure a balance
between security and usability.
Digital security provides the necessary
speed and stealth design in response to
(or even ahead of the curve) to fraud
activities
Rapid adaptation, best UX, scalable technologies – key features of digital banking
25
26. Case Study #8: Extra convenience with
!!!!!
Payment service, bases on QR codes
Ideal for the Customer - quickly and
safely - just one click to start the
application
Beneficial to the Merchant – low (and
most importantly - a transparent)
merchant discount rate without
additional fees
A great opportunity to do
experiments with a customers loyalty
- merchant can configure, run, and
analyze a promotional company
himself
QR reading from smartphonetablet
or from cheap, modern-look and
completely secure device
2
%
fee
1
M
users
26
27. Case Study #9: Extra profit with
Payment service, bases on direct debit
from Customer account
Extremely beneficial to the
Merchant and still - no cash;
Convenient for the Customer confirmation with a single
password;
Fast growing network - all
acceptance places on the
interactive map;
Can be used as mobile applications
or being integrated with a
traditional cash-desk solution
0% .25$
<10$
>10$
10K
merchants
Additional free services - P2P
transfers, etc.
27
28. Case Study #10: Purchase as a tweets with
!!!!!
Online purchases with Twitter and
AmEx
Register a card on AMEX Sync;
Find special offers from partners of
American Express on Twitter;
Place a #hashtag with the name of
the special offers (eg #
AmexFlowersShop);
Get a discount on next purchase
with AMEX cards in this store
OR
Pay off the full purchase
(confirmation comes from @
AmexSync). Goods will be delivered
right to a home
28
29. Case Study #11: Why NFC IS DOA (“dead on arrival”)
Payment application + "beacon»
(beacon) base on BLE (Bluetooth low
energy) technology
•
Easy to start: no additional
equipment - "beacon" is connected
to USB (and Bluetooth exists in
each Smartphone);
•
Hands-free payments – it is enough
verbally confirm a payment from
PayPal account
•
Individual offers and discounts –
right at a time when they may
excite the customer (based on
inside-building geo-positioning)
•
Safe, it's PayPal
iBeacon в IOS 7 payments standard from
Apple is close?
29
30. Case Study #12: Converting loyalty to payments innovations
Pure loyalty – The Customer returns to a
particular Merchant for personalized service
and special benefits:
•
Tie a Starbucks card to the mobile
application;
•
Proceed payment by barcode on the
screen:
•
Apply instant discounts and gifts from
payment application (coupons are stored
in the Apple Passbook);
7
K
locations
In U.S. Starbucks mobile application
integrated with Square Wallet
-
Check-in in a shop
Let a system to recognize you
Say your name to a cashier
That is ALL!
30
31. Payments should be invisible
Nobody really like to DO a payment. Ideal purchase:
Come in – Choose – Take away …
… Some settlement stuff (which nobody really doesn't want even to think about)
31
32. Thanks for your attention!
Alexey Kazakov, a.kazakov@otpbank.ru
О группе ОТП
Дирекция розничных бизнес - технологий, ОАО
«ОТП Банк»