The document discusses how banking needs to be S.U.P.E.R: Simple, Ubiquitous, Personal, Engaging, and Reassuring to meet modern customer needs and expectations. Banking services need to be easy to use, available everywhere through multiple channels, tailored to individual customers, encourage engagement through social media, and build trust.
8. E-SHOPPERS
33% of all internet users
60% surf the web through their mobile phone
95% surf the web @ home
More than 70% are normal/heavy users
15 purchases / e-shopper / year
2 out of 3 purchases in domestic e-shops
Αφξθςθ τηίρου +30% 2011 vs. 2010
68% are web banking users ΟΠΑ / ELTRUN
10. “Render therefore to Caesar…”
A presentation inspired from
“Next-Generation Digital Financial Services”
by Alexander Hesse
Forrester Research, March 11, 2011
13. THIS IS SIMPLE
“We’re not a better bank.
We’re more than a bank.”
“We are a well-designed
everyday experience.”
“Banks have forgotten
who their customers are.”
16. SIMPLE
> Make it easy for customers to achieve their goals
> Design with function in mind
> Simplify your processes
> Provide information that is easy to understand
> Simply: “What would YOU want from your bank?”
18. UBIQUITOUS 1
> Most devices are connected
> U.N. declared internet access as a “human right”
> People are always on
19. UBIQUITOUS 2
> Choice: give your customers the right of choice
(basic marketing principle)
> Consistency: preserve customer experience on
cross-channel journeys
> Continuity: each channel passes information over to all
other channels
20. The ever-present bank
Mutual Consumer Credit
Funds Loans
Cards
Investments Mortgage
Loans
Stocks Every new device & channel, Bill
Deposits every new product & service Payments
adds VALUE to our RELATIONSHIP Remittances
Mass
with our CUSTOMER Large
Retail
Corporate
Affluent
Private Small SME
Banking Gen-Y Business
21. UNIVERSAL, ENTEPRISE-WIDE WEB SERVICES
MULTI-TOUCH MOBILE/SMART
APS TABLET PHONE
TELEPHONE
ATM
(CALL CENTER)
WEB SERVICES
WIDGETS/HTML5
PERSONAL
BRANCH
CONTENT COMPUTER
TOOLS
SOCIAL MEDIA ???
(YET UNKNOWN)
SMART/ CAR GAME
INTERNET TV NAVIGATOR CONSOLE
23. SMARTPHONE
ownership by web/e-banking users
Internet Users
YES
38% iPhone 25
%
Samsung 20
Nokia 18
HTC 15
NO
62% Sony Ericsson 12
BlackBerry 3
Zte 3
Web-Banking Users
LG 3
Vodafone 1
YES Άλλο 1
49%
0 20 40 60 80 100
NO
51%
24. THE SMARTPHONE ERA
> THE CLOUD IS ENDING PC’s REIGN AS A DEVICE
> PEOPLE SPEND MORE TIME ON MOBILE PHONES
THAN ON THE WEB
> NEW SMARTPHONE SALES ARE LARGER THAN
NEW PC SALES
> MOBILEBANKING WILL REPLACE
PC-BANKING FOR INDIVIDUALS
25. THE SMARTPHONE-CENTRIC ACCOUNT
ONE-TIME LOAD
AIR-TIME SMS BANKING
PASSWORD
get send
send
text text HELP
ALERT text
DESK
get talk
text
SMART-
BANKING talk PHONE
touch PHONE
& TRADING BANKING
ACCOUNT
video tap
BILL PAYMENT PAY@SHOP
SCAN BILL & PAY touch (NFC)
touch video
LOCATE ATM
CASH SEND (AUGMENTED
WITHDRAWAL MONEY REALITY)
26. E-BANKING IN BRANCHES
> Reduce operating expenses / increase productivity
> Utilize existing investments
> Create once / use many times
> Enrich functionality of remote banking services
> Intra-bank transaction migration program
> Ανδ. Ακαναςόπουλοσ: «Λιγότερα αλλά καλφτερα ςθμεία
τραπεηικισ εξυπθρζτθςθσ»
27. PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL
SONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL P
PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSON
SONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL P
NAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PER
SONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL P
NAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PER
ONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PE
L PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSO
NAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL P
PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONA
ONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PE
ERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL
L PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSO
SONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL
PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSON
37. FACT
“A brand is no longer what we tell the consumers –
it is what the consumers tell each other it is.”
Scott D. Cock, Founder of Procter & Gamble
39. FACT
JAY BAER & AMBER NASLUND
AUTHORS OF THE NOW REVOLUTION
40. ENGAGEMENT: WHAT (NOT) TO DO
“Think of social media as a cocktail party.
You don’t go into the party and go to the middle of
the room screaming “BUY MY PRODUCTS!!!”
What works, is that you have some meaningful
conversation first. And that’s just how social media
works.”
David Spark, Tech Journalist, San Fransisco
56. WE (SHOULD) OUR CUSTOMERS
web banking users vs. non-users…
(averages, 2010)
…own 187% more ...execute 84% more
products! monetary transactions
45%
...are ...increase product utilization by
more loyal!
214% and new product
acquisition by 143%
57. eBusiness in Banking
MISSION : :IMPOSSIBLE ?
MISSION e-POSSIBLE !
SOTIRIS SIRMAKEZIS|DEPUTY GENERAL MANAGER | eBUSINESS SECTOR | PIRAEUS BANK
sirmakezis@winbank.gr | linkedin.com/in/sirmakezis | facebook.com/sirmakezis | twitter.com/sotiris11