Multichanneloptimization in retailbankingH. VAN DE VYVER

CELUFO SNC, BRUSSELS

1E-BANKING / H. VAN DE VYVER, CELUFO SNC

Multichannel optimization

E-BANKING / H. VAN DE VYVER, CELUFO SNC 2

© kpmg.com

Gallup Studyhttp://thefinancialbrand.com/37287/migrating-banking-customers-to-digital/

Multichannel optimization

E-BANKING / H. VAN DE VYVER, CELUFO SNC 3

Multichannel optimization

E-BANKING / H. VAN DE VYVER, CELUFO SNC 4

http://fr.slideshare.net/backbase/banking-on-digital-innovation-in-financial-services

Multichannel optimization

Advice in branches

◦ expensive channel

◦ specialised channel

◦ brick and click

◦ local (branch) vs gobal (web)

E-BANKING / H. VAN DE VYVER, CELUFO SNC 5

Multichannel optimization

E-BANKING / H. VAN DE VYVER, CELUFO SNC 6

Operations and brokerage in web banking

client works for the bank

good overview vs mobile

cheap ?

marketing tool or required ?

Multichannel optimization

E-BANKING / H. VAN DE VYVER, CELUFO SNC 7

Information (only ?) in m-banking

send /receive sms/alerts

payment tool

cheap ?

marketing tool or required ?

Multichannel optimization

E-BANKING / H. VAN DE VYVER, CELUFO SNC 8

Synchronisation between the channels

strategy

information

same

adapted

feedback between channels

Channels in turmoil

9E-banking / H. Van de Vyver, Celufo Snc