Remote- banking trends

1. Remote- banking trends Presentation CIO Event 16.6.2011 Eija Holmström Managing Partner Gartner Consulting Eija.holmstrom@gartner.com

2. 65% of CEOsbelieve information technologies will make a Greater strategic value contribution to their industries in the 2010s and 2020s than in any prior decade. Source: Gartner U.S. and U.K. large company CEO and Senior Business Leader survey 2010. N=232

3. 2 But they don't yet really understand what the NEW long-term strategic value contributions will be. No. 1 CRM No. 2 Mobility No. 3 E-Commerce … ... No. 18 Social No. 19 Sensor/Smartgrid No. 20 Usage Revenue Models Source: Gartner U.S. and U.K. large Company Senior Business Leader survey 2010. CEOs only N=48

4. The Strategic Business CapabilitiesHype Cycle Sensor & Smart GridOptimization Business ProcessManagement Technology-powered SBC Technology-related SBC E-Discovery Design Thinking Collaboration BI & Performance Management E-Service SustainabilityManagement Usage-Metered Revenue Models E-Commerce Cloud Business Process Outsourcing InnovationManagement Digital Fabrication RemoteWorkforce CRM M-commerce MobileServiceRobotics Six Sigma AlgorithmicPricing & Trading Enterprise 2.0 (Social) Supply Chain Management Neuro-economics Microfinance Location Intelligence MassCustomization Product Cost& Life Cycle Management GRC/ RiskManagement Traceability & Provenance Innovation Trigger MaturePlateau Trough ofDisillusionment Plateau ofProductivity Peak of Inflated Expectations Slope ofEnlightenment

5. Financial services CIO technologypriorities

6. IT investments of globalleadingbanks • Gartner's review of the IT spending priorities of 24 of the world's largest banks (by revenue) shows a trend being reinforced by continued investment in mobile and online capability technology investments. • Key Findings • Many of the world's biggest financial institutions are expanding their investments in mobile financial services, and online banking services and infrastructure. • Publicly available data seems to support an emphasis on retail customer-oriented investments. • Recommendations for Bank IT leaders, business leaders and new product developers: • Spend the time to fully understand how customers really want to use technology, and continue to focus on use cases that have viable and sustainable business value. • Ensure online banking platform investments are made in the context of integrated multichannel customer strategies, and look for opportunities to collaborate with customers in terms of design and implementation.

7. Main featuresappreciatedbyfuturecustomers

8. Somebasicexamples • Secure e-mail that you can use to ask a question about your account and receive answers. • A sign-on so that you don't have to log in more than once while you are at the bank site. • Ability to set up alerts for account and credit card balances, and specify where the alerts are sent. • Ability to analyze spending and cash flow so that you can analyze how much money you spend and deposit for another period of time that you specify. • Ability to set up an account to save for a specific goal that you can fund from your existing accounts or from accounts external to your bank.

9. Growth in Mobile Payments

10. Growth in Mobile Payments Source: Mobey Forum, 2010 9

11. Basic m-bankfunctionality – example

12. Emergingfunctionality

13. HowabouttabletsBNP Paribas Fortis • Following the successful launch of Mobile Banking, which had already signed up 25,000 subscribers by mid-December, BNP Paribas Fortis has launched “UltiMag”, a new application. UltiMag is an online magazine developed exclusively for the iPad that creates a wide range of new options for our customers. BNP Paribas Fortis' goal is to provide customers with as much information as possible - not only about our products and services, but also about important related topics. The market research study for this product concentrated on customers' preferred communication channels. The iPad “UltiMag” application was developed based on the results of this study. • UltiMagprovides a selection of the best articles from BNP Paribas Fortis' magazines and newsletters, while introducing a strong interactive component (videos, personal accounts, illustrations, etc.). UltiMag also provides customers with the ability to perform their banking transactions using an iPad, via a fast connection to their PC-Banking or Mobile Banking account. This new application allows us to be more responsive to our customers' demands to be able to connect from anywhere, at any time of day, and we've achieved this using a variety of channels.

14. HowabouttabletsBank of America • The growing use of tablets by investment professionals has been underscored with the launch of an iPad application by Bank of America Merrill Lynch’s (BofAML) research division. The Research Library iPad app allows institutional clients of BofAML to access research and analytics from the bank’s 800 research professionals. Access is available to users of BofAML’s Global Markets Portal service. • On the app’s homepage, users will find smaller applications known as widgets that offer access to a macroeconomic overview, a list of featured research reports and the bank’s research archive. From the homepage, users can swipe to the right to access the latest video commentaries released by BofAML’s analysts. ‘It allows you to search, browse and download investment recommendations, insights and other proprietary research analytics from anywhere and at any time,’ says Candace Browning, head of BofA Merrill Lynch Global Research, in a demo on the bank’s website. • ‘That includes real-time access to equity recommendations on more than 3,200 companies, totaling $35 tn in market cap. We will continue to make enhancements to the app, and we really look forward to your feedback.’Whilethe number of investment professionals using iPads and other tablets is unclear, these gadgets are now often brought by shareholders to investor meetings. The benefit of applications for investment research purposes – as well as for internal use by investor relations departments – was highlighted in October when Nestlé launched an iPhone and iPad app specifically for IR.

15. Why Banks Need a Social Media Strategy — Banks Are No Longer in the Center

16. 15 CriticalDimensions in Social Media Strategy: Audience and Nature of Interaction

17. 16 New players – new centralbanks ?