Digital technology is driving the customer experience revolution, banks can fill a new strategic role—that of the Everyday Bank—positioned at the center of customers’ everyday lives. Learn more: http://www.accenture.com/everydaybank
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1. Banks now have a oncein-a-lifetime opportunity to reinvent
themselves as The Everyday Bank 50% Digital is driving a customer
experience revolution Companies like Google, Amazon, Facebook and
Apple have reframed customer behaviors and attitudes: Banks can
fill a new strategic role, designed for the digital era 250% 80%
Provide an intelligent and meaningful experience Drive up to
increase in customer interactions will go 5-10 minutes out of their
way for a better price prefer online ratings to advice from store
employees Human touch Customer Interactions 64% see shopping as an
experience Wearable indispensable Everyday Bank Ecosystem Model
Omni-channel/ omni-present Everyday Traditional Bank Bank Build a
digital village, leveraging a nucleus of partners/providers SMEs,
merchants, suppliers, etc. Position bank at the center of customers
everyday lives Ready to fulfill all life needs, FS & non-FS, as
they arise Bundle dynamically-priced experiences in real-time
Create compellingand stickycustomer experience Ecosystem creates
new roles and new opportunities for banks Facilitate Access to FS
and non-FS partners Ecosystem benefits all stakeholders Aggregate
Value through real-time, dynamically-priced offerings Customers
Better experience, more engaged Provide Advice Banks with specific,
targeted buying suggestions Deeper customer relationships, new
profit pools Ecosystem partners Higher sales volume, access to
broader set of customers Other players (retailers, telcos, etc.)
Opportunity to bundle, new customer pools Banks must tune their
engine for the digital age Develop a platformarchitecture,
technology, factoriesfor assembling and launching new context-based
offerings Real-time Able to price dynamically Open to 3rd-party
components Secure and agile Low cost to serve Highly automated
front and back office processes will bring speed, efficiency and
scalability up to $ up to 80% 35% reduced backoffice effort up to
up to reduced time to market increased operating income reduced
managed applications portfolio 50% 70% A mission-critical decision
for banks With up to 30 percentage points of revenues at risk,
banks who become an Everyday Bank can expect an overall difference
of 50 percentage points in operating income versus those who do
not. Revenues at Risk Efficiency Gains + Additional Revenue 2014
Accenture All rights reserved. = 50pp Accenture can help banks
navigate this complex journey with a unique set of solutions
skills, assets and capabilities honed through our own
transformation to Digital. Contact your Client Account Lead to
start the conversation. To learn more visit: www.accenture.com/
everydaybank