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SEIZE THE NOW
THE NEW MEMBER EXPERIENCE
FAST, BRILLIANT & CONNECTED
LET’S REVIEW
• What Is Fast, Brilliant & Connected?
• Mobile & Online Integration
• The Omnichannel Experience: Innovation and Implementation
SOURCE: JIM MAROUS, THE FINANCIAL BRAND
HOW’S THE EXPERIENCE?U.S. CUSTOMER EXPERIENCE INDEX BETWEEN 2015 - 2013
79.5
ALL CUSTOMERS2015 - 2013
DOWN(2.9%)POINTS
76.6 72.2
MILENNIALS
80.1
OTHERS
SOURCE: CAPGEMINI WORLD RETAIL BANKING REPORT 2015
UNLIKELY LIKELY
WILL THEY STAY OR WILL THEY GO?
SOURCE: CAPGEMINI WORLD RETAIL BANKING REPORT 2015
6.3%
8.7%
20.6%
(4.1%)
(3.6%)
(16.5%)
STAY
REFER
BUY
LIKELYHOOD FOR CUSTOMERS TO STAY, REFER, AND BUY FROM THEIR PRIMARY BANK, 2015
INCREASE FROM 2014 DECREASE FROM 2014
STRATEGY
CO-OP MOBILE
MOBILEREWARDS
IN-LOBBY TELLER
ENSURING ENGAGEMENT
KNOW WHAT YOU OFFER?
LEARN HOW TO USE IT?
START RELYING ON IT?
EXPERIENCE CONTINUAL IMPROVEMENT AND NEW IDEAS?
HOW DO THEY...
WHAT DO CONSUMERS WANT?
MOBILE IS A MOTIVATOR
2014 P2P USAGE
2014 P2P TRANSFERS
2014 SWITCHING INSTITUTIONS
SWITCHING INSTITUTIONS NOW
up 100% for young adults. 31% of young adults and 28% of mobile banking users switched financial institutions over the past two years, compared to 20% in 2013.
Half of young adults did a P2P transfer.
Young adults and mobile banking users are now nearly twice as likely as the average U.S. consumer (16%) to have switched.
NEW WAYS TO PAY
MASHUP MOMENTS
SECURITY
MOBILE
ATM
SOCIAL
PAYMENTSLENDING
WEARABLES
VIDEO
BRANCHES
ADVICE/MONEY
MANAGEMENT
SOURCE: CAPGEMINI WORLD RETAIL BANKING REPORT 2015
BRANCHING: OUT?CHANNELS CUSTOMERS USED, BY LIFECYCLE STAGE (%), 2015
48.5%
27.3%
12.7%
8.3%
3.3%
FIRST HEAR
42.4%
30.5%
13.2%
9.7%
4.2%
RESEARCH
52.4%
25.2%
12.3%
8.2%2.0%
APPLY
GEN Y
100%
75%
50%
25%
0%
RES
PO
ND
EN
TS
(%
)
48.5%
27.3%
12.7%
8.3%
3.3%
FIRST HEAR
42.4%
30.5%
13.2%
9.7%
4.2%
RESEARCH
52.4%
25.2%
12.3%
8.2%2.0%
APPLY
OTHERS
SOCIAL MEDIA
PHONE
MOBILE
INTERNET
BRANCH
OR BRANCHING OUT?
REASONS TO CHOOSE
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