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Banking in the future

Banking in the future. Dr. Juan Juan Distinguished Technologist Iberia sub region CT HP Enterprise Services E-Banking Summit 2012 March 6 th , Budapest. Banking cathegories not changing but…. Retail Private Corporate Big corporations Small & Medium companies.

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Banking in the future

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  1. Banking in the future Dr. Juan Juan Distinguished Technologist Iberia sub region CT HP Enterprise Services E-Banking Summit 2012 March 6th, Budapest

  2. Banking cathegories not changing but… • Retail • Private • Corporate • Big corporations • Small & Medium companies

  3. Customer profiles and relation requirements are changing • Consumer as a customer • Private banking customer, but still a consumer • Professional as a customer, but still a consumer (Prosumer) • Latest user device technology (UI) and user advantages required/expected in all profile interactivity. • Mobility and 24x7 access to full service is/will be a must • Bank of one will be a must Is the IT/IS of our banks ready?

  4. Quote from “The McKinsey Quarterly” • The “emerging affluent” segment—young, educated, and consumption-oriented urban professionals—could account for up to a third of all retail-banking revenues in the coming three to five years: • They are tech savvy, preferring online-banking and smartphone applications; reluctant users of branches; and price conscious and service oriented. (February 2012, Miklós Dietz, ÁdámHomonnay, and Irene Shvakman)

  5. trends in Retail Banking • Regulation / Compliance • IFRS9, Basel III • Demographic change • “Millenials”, Social Media • Change in consumer behavior • Customers take over control, “ROPO” & ”ROPO + Pay Mobile“ • New entrants into Banking “market“ • Telco‘s (Vodafone), Google, PayPal and Retailer (Tesco etc) • New technologies • iPads, Social Media, “e-Money“, NFC

  6. Is the banking function ready for the interaction? Móvil • Permanent banking function: • Shopping • Business • Leisure • Day to day live • Secure payments • Trust in relation Smartphone Consumer Web Corporate Prosumer ATM Other Channels

  7. Mobility

  8. CaixaMobil Store & Punts EstrellaMobility & Client Retention in the 21st Century

  9. “READY TO ACCESS” “CUSTOMER SERVICE” WITH AND BY TWITTER

  10. BARCLAYS’ PICCADILLY

  11. Banking 2.0: will eBay, Google and Vodafone be the next leaders in Retail Banking ?

  12. New entrants – Telco & Retail • Credit card • Payment through phone bill • Insurance • Credit cards • Loans • Savings

  13. What are Banks doing / need to do next? • Track behaviour • Correlate with transaction • Understand • Predict and influence • Adjust risk exposure Continuously Listen and Analyze "Our top business challenges are optimizing customer relationships, optimizing financial functions, Reducing business risk and ensuring regulatory compliance. Our prioritization is around our customer and then revenue / profits." C Level Executive

  14. The essence of social intelligence How can Banks improve the dialogue with their customers?

  15. Can the Banks use social available data? • How do we engage in social networks as trusted friend? • How do we acquire social unstructured content? • How do understand social media content? • How do we correlate social media content with bank’s operational data?

  16. Customers will share data for bENEFIT A day in the life of Mary 100 BP 50 BP 250 eBP 50 BP 100 BP 500 BP 100 BP 300 eBP

  17. Shopping community

  18. Understand customers‘ buying pattern Sole source for integrated banking services High customer retention Actively engage to sell new services Marketing and upselling through consumers‘ communities Strong brand recognition Benefits for the bank

  19. additional needs on top of core banking data BUSINESS SERVICES Employee Knowledge Business enhancement Personalization Client knowledge Driving Analysis Business Analysis by the business executives. Sentiment Analysis collected from employee feedback in the Internal Social Media. Business Intelligence pattern analysis for event detection on customer behavior. Business opportunity identification. One-to-One Marketing management. Automation on creation of customer business proposals. Client profile enrichment for loyalty purposes. Brand perception and event predictive analysis from Social Media EXTERNAL INTERFACES ENTERPRISE SYSTEMS INFORMATION MANAGEMENT & DATA SERVICES BIG DATA (Sandbox metaphor) (Unstructured data) & (Structured data) Operational Systems (Product & customer Applications) (Structured Information) External Web Content External Social Media (Unstructured Information) Internal Digital Content Internal Social Media (Unstructured Information) CORE BANKING OPERATIONS CORPORATE WEALTH MANAGEMENT RETAIL TRADING RISK MANAGEMENT & COMPLIANCE TREASURY & CASH MANAGEMENT

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