"Rethinking the Customer" - Disruptive Shifts in Financial Services: The Customer...

Re-­‐thinking  the  customer  Disrup3ve  shi5s  in  financial  services:  the  customer  perspec3ve    Next  Bank  Europe,  Barcelona,  September  2014  

Aldo  de  Jong,  Co-­‐Founder  at  Claro  Partners  and  Startupbootcamp  IoT  &  Data  

Jiri  Belgium  

Aldo  Netherlands  

Rich  USA  

Megan  UK  

Mandy  Lebanon  

Elisabeth  Netherlands  

Gunes  Turkey  

Abby  USA  

Claro  helps  corpora>ons  and  startups  to  navigate  disrup3ve  shi5s  in  society  and  business,  delivering  service  design  and  business  innova3on    

THE  END  OF  THE  WORLD  

…  AS  YOU  KNOW  IT…  

FROM  OWNERSHIP..  

..TO  ACCESS  

FROM  SERVICES  DELIVERED  BY  COMPANIES..  

..TO  SERVICES  DELIVERED  BY  NETWORKS  

FROM  BIG  DATA..  

..TO  SMALL  DATA  

FROM  FINANCIAL    INSTITUTIONS  

..TO  FINTECH  

Loans  

Transfers  &  micro-­‐financing  

Financial  management  

Angel  funding  

Credit  card  authorisa3on  

Transac3ons  

Risk  assessment  

Cheque  deposit  

Financial  statements  

Credit  card  issuing  

Currency   Investment  management  

Currency  exchange   Payments  

All  the  func3ons  across  tradi>onal  financial  services  are  being  disrupted.  

Digital  Na?ves  are  deeply  scep?cal  of  conven?onal  financial  ins?tu?ons  and  would  rather  discover  and  create  their  own  solu?ons.  Financial  ins?tu?ons  cannot  simply  respond  by  being  “more  digital”.  

They..                          WORK                          PLAY                          SOLVE                          LIVE                            TRAVEL    

LEARN                          MULTI-­‐TASK                          CONNECT                          ..differently.  

Digital  na>ves  grew  up  in  a  fast-­‐paced  world  surrounded  by  fast  changing  technologies    

“How  can  your  organiza?on  be  flexible  and  quicker  to  respond  to  the  new  expecta?ons?”  

Digital  Na>ves  are  not  impressed  by  technology,  nor  do  they  have  an  inherent  interest  in  technology  itself.    

“How  do  you  create  a  financial  service  that  delivers  real  value,  using  technology  as  a  tool?”  

Digital  na>ves  are  all  about  self  expression  and  meaningful  connec>ons  to  others  

“How  can  you  turn  banking  into  a  meaningful  ac?vity  and  create  an  opportunity  to  connect?”  

They  create  their  own  experiences  through  experimenta>on,  looking  at  how  others  have  

done  it  before,  mixing  and  matching.  

“How  does  a  bank  facilitate  customers  to  create  their  own  personal  banking  experiences?”  

Digital  na>ves  use  their  mobile  devices  as  their  primary  screens,  developing  their  own  expecta>ons  on  mobility.  

“Is  mobile  going  to  stay  their  first  reference  for  online  financial  services?”  

Digital  na>ves  like  to  discover  not  only  elements  of  mystery,  surprise  and  reward,  

but  also  a  world  of  new  possibili>es.  

“Can  you  make  a  financial  service  experience  which  demands  less  commitment  and  is  more  ad  hoc?”  

“How  can  you  turn  banking  into  a  

meaningful  ac?vity  and  create  an  

opportunity  to  connect?”      

“How  do  you  create  a  financial  service  

 that  delivers  real  value,    

using  technology  as  a  tool?”  

“Can  you  make  a  financial  service  

experience  which  demands    

less  commitment  and  is  more  ad  hoc”  

“Is  mobile  going  to  stay  their    

first  reference  for  online  and    

on  the  go  banking?”  

“How  does  a  bank  facilitate  customers    

to  create  their  own  personal    

banking  experiences?”  

“How  can  your  organiza?on  be    

flexible  and  quicker  to  respond  to  the    

new  expecta8ons?”  

Start  with  answering  these  ques3ons..  

“How  does  an  established  bank  move  

beyond  its  old  legacy  in  banking  systems  

to  serve  new  needs?”  

“How  do  you  create  trust  in  a  digital  

service,  asking  people  to  

 highly  depend  on  your  technology?”  

?  

?  

?  

“Does  loyalty  s?ll  exist,  or  should    

financial  services  focus  on    

a  whole  different  kind  of  rela8onship?”  

..and  find  out  which  other  ques3ons  to  ask  

Always  in  Beta  Financial  Services  for  Digital  Na>ves  

in  collabora>on  with  

Invita>on  to  join  our  Consor>um    

Your  organiza?on  has  a  track  record  of  innova?on.  Can  you  con?nue  to  meet  this  demand  for  industry  transforma?on?  

Always  in  Beta  |  We  would  like  to  invite  you  

•  Social  Scien>sts  •  Anthropologists  •  Design  Researchers  •  Service  Designers  •  Interac>on  Designers  

•  Investors    •  Execu>ves  •  Entrepreneurs  •  Engineers  •  Technologists  

Always  in  Beta  |  We  would  like  to  invite  you  

consumer    profile  

market  radar  

concept  toolkit  

new    proposi3ons  

Thanks  and  share  back!  @claropartners  #NBEU2014  

Aldo  de  Jong|  Co-­‐Founder  aldo@claropartners.com