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Christophe Langlois, Visible-Banking.comNovembre 2008
Athenes, Novembre 2008Internet & Mobile
www.Visible-Banking.com
Online Financial Services Monitoring, Trendwatching, Measuring Social Media to Drive Customer Advocacy Value Added Services to Drive Retention Online Security: a Layered Approach Online Award 2008: Winner & Nominees The 4th Generation Internet Bank 7 Killer Apps for Web 2.0 Behind The
Firewall
www.Visible-Banking.com
Listen, Watch Trends, and Measure
www.Visible-Banking.com
www.Visible-Banking.com
Wells Fargo 2.0: Create Emotions
www.Visible-Banking.com
www.Visible-Banking.com
SNS Reaal 2.0: Customize & Reach
www.Visible-Banking.com
www.Visible-Banking.com
Useful Services, the Best Retention Tools
www.Visible-Banking.com
www.Visible-Banking.com
NyKredit: Winner, Online Award 2008
1st www.Visible-Banking.com
www.Visible-Banking.com
NyKredit’s WebDesk 2.0
• Dramatic increase of the conversion rate• Leads up to 500%• Sales up to 400%
Success Measures
• WebDesk Phase 1 -> Q1 2007• WebDesk Phase 2 -> Q2 2008
WebDesk 2.0
www.Visible-Banking.com
www.Visible-Banking.com
Swedbank’s 4th Gen. Internet Bank
• 98% of clients migrated voluntarily in only 2 months• Growth speed of online sales• Positive feedback from clients and employees
Success Measures
• Customer Base• Customer offers and personalization• Customer “comfortability”• Security
4 Key Areas
www.Visible-Banking.com
www.Visible-Banking.com
Bank Hapoalim’s PFM Budget Tool
• Drive Online Banking Adoption• Attract Business from Duo Customers
2 Key Benefits
“Why not make customers pay for Online Banking?”
www.Visible-Banking.com
www.Visible-Banking.com
Can You Spot the Difference?
Educate your customers: they need to act responsibly!
www.Visible-Banking.com
www.Visible-Banking.com
IB Security Framework: a Layered Approach
www.Visible-Banking.com
www.Visible-Banking.com
7 Killer Apps for Web 2.0 “BTF” Internal Monitoring and Intervention Systems Using Web 2.0 internally to “blow up” the company Merging of Internal apps & external collaborative
environments Step-By-Step replacement of current “dinosaur”
infrastructures Standardization of all user experiences (internal &
external) connecting everybody to everybody (when allowed)
Replacing many traditional “workflow and BPM tools” with Lite rule-based/knowledge-based apps
In merger and splitting-up programs and projects
www.Visible-Banking.com
www.Visible-Banking.com
Mobile Financial Services Mobile Financial Services Landscape mBanking: Opportunities & Challenges Education to Drive Adoption Blurred Frontier between Banks & Telcos Near-Field Communications Micro Finance Innovations from Google & Mastercard
www.Visible-Banking.com
Leveraging the mobile penetration rate There are over 3 billion mobile phones in the world,
but only 1,5 billion credit cards! Gives banks access to a growing subset of customers
40% of bank customers are interested in mobile services 25% of bank customers would consider switching banks for
mobile banking servicesSource: “Mobile Banking: Weighing the Lessons Learned,” Bank Systems & Technology (July 29, 2008)
mBanking is a new segment Only 50- 60% of mBanking users are also online banking
usersSource: Absa
www.Visible-Banking.com
www.Visible-Banking.com
Mobile Financial Services
mBanking - Ideal for balance enquiries, funds transfers, expense management, bill and credit card payments, stopping payments, mobile statements and loans.
Mobile Payments - Key challenges: Money laundering issues (especially cross-border) and the complex value chain (the total revenue stream is getting smaller, as charges reduce. Currently the banks’ margin is 0.3%)
www.Visible-Banking.com
www.Visible-Banking.com
Mobey Forum Challenges faced by the banking industry
Credit-crunch (mobile cuts costs) SEPA Increased regulation New entrants (eg PayPal) Business cases for cash replacement & mobile
payments
3 business models for a service provider Collaborative, Joint-Venture and Independent
Model
www.Visible-Banking.com
www.Visible-Banking.com
Mobile Banking Worldwide Expansion
www.Visible-Banking.com
www.Visible-Banking.com
Three Main Mobile Banking Technologies
www.Visible-Banking.com
www.Visible-Banking.com
mBanking: Opportunities & Challenges The key: mobile customer experience
functionality, quality and utility Consumers want mobile services that are
intuitive, easy to use, uncluttered, secure, integrated, trusted and customizable.
Potential barriers to adoption of mBanking Ease of use, Security, Convenience and cost
And the supply chain is complex with issues around collaboration and revenue sharing
www.Visible-Banking.com
www.Visible-Banking.com
Lloyds TSB’s SMS Text Alert Service
• Greater control• Ease-of-use• Increased awareness• More confident
Key Benefits
• Previous day’s closing balance• Last six transactions• Sent weekly or daily• Secure
4 Key Features
www.Visible-Banking.com
www.Visible-Banking.com
Universal Service with Rendering Engine
www.Visible-Banking.com
www.Visible-Banking.com
Education to Drive AdoptionThe benefits of Mobile Banking are not as obvious to your customers as you think
www.Visible-Banking.com
www.Visible-Banking.com
The Frontier is blurred btw Telcos&Banks
Banks / MVNOs Telcos / Banking LicenseJoint-Ventures
www.Visible-Banking.com
www.Visible-Banking.com
Solutions for Retail & Business Customers
www.Visible-Banking.com
www.Visible-Banking.com
Near-Field Communications (NFC) Key opportunities
Payment, transit, marketing loyalty, authentication Key issues
Availability of handsets and security
NFC is a key enabling technology Source: Mobey Forum
NFC payments using a mobile are quick & convenient and could replace cards, but it is still difficult to build a business case. Develop NFC on cards first.Source: Nordea
www.Visible-Banking.com
www.Visible-Banking.com
Successful Apps for NFC
www.Visible-Banking.com
www.Visible-Banking.com
NFC - Transit
Hong Kong Transit’s Octopus card uses NFC technology and was deployed very quickly. In Japan, there are 74million NFC chips in mobile phone.
www.Visible-Banking.com
www.Visible-Banking.com
Mobile contactless payments Drivers
1. cash replacement 2. fast & convenient
Challenges Business Models Schedule for contactless Standards for mobile contactlesswww.Visible-Banking.com
www.Visible-Banking.com
MicroFinance: Mob. Banking for the Unbanked Target
3 billion people leaving under US$ 2 Dispersed / far from infrastructure Limited education, illiteracy No formal identification and financial document Require a range of financial services Cultural bias or negative perception of banking
Key challenges, Clients adoption, Interoperability,
Liquidity/conversion to/from cash, Regulatory issueswww.Visible-Banking.com
www.Visible-Banking.com
Safaricom (2006): Mobile wallet for remittances, purchases, bill pay, store value• 2,500+ agent locations, Available to anyone, No joining or monthly fees, No minimum balance, Pay-as-you-go pricing• 2.5 mil registered clients in 2 yrs, Handles USD 1.5 mil daily
MicroFinance: Examples in BRIC & Africa
Banco Bradesco: Pension payments, utilities, loans, savings, purchases all enabled• 17,360 POS-equipped merchants acting as agents of largest bank• Banks reach all 5,561 municipalities• 12 mil accounts opened ’02-’06, 1.5 bil transactions via agents in 2006• Replaced branches as #1 service pt
www.Visible-Banking.com
www.Visible-Banking.com
Google’s Open Handset Alliance Mobile is a huge opportunity, but data are
price-elastic, and the high-cost of data discourages use
Source: http://code.google.com/android/index.html (Nov 2008)
www.Visible-Banking.com
www.Visible-Banking.com
MasterCard’s Unique Stadium Offering
www.Visible-Banking.com
Christophe Langlois, Visible-Banking.comNovembre 2008
Athenes, Novembre 2008Internet & Mobile