Al. Skrabniou

Intro to Contemporary Information Technologies, Fall 2016/17

Digital Banking

Trends

Al. Skrabniou

Intro to Contemporary Information Technologies, Fall 2016/17

Omni-Channelling

Al. Skrabniou

Intro to Contemporary Information Technologies, Fall 2016/17

Any Time,

Any Place Branch

ATM

Call Center

Kiosk

Website

Social Tablets

Phones

Brick & Mortar

Digital

Omni-Channel

Customer

Experience

Al. Skrabniou

Intro to Contemporary Information Technologies, Fall 2016/17

Customer Experience

Enablers

Integration &

Aggregation

Context & Presence

Presentation / Cross Device

Security / Identify

Alert & Notify

Content

Personalization

Preferences / Behavior

Al. Skrabniou

Intro to Contemporary Information Technologies, Fall 2016/17

Mobile Banking –

Super Fast Adoption

Al. Skrabniou

Intro to Contemporary Information Technologies, Fall 2016/17

Unique Capabilities of Mobile

Al. Skrabniou

Intro to Contemporary Information Technologies, Fall 2016/17

Sequential screening

98% jump between devices the same day

Al. Skrabniou

Intro to Contemporary Information Technologies, Fall 2016/17

Top activities

Al. Skrabniou

Intro to Contemporary Information Technologies, Fall 2016/17

Complex:

mostly starting with PC

Al. Skrabniou

Intro to Contemporary Information Technologies, Fall 2016/17

Shopping and trip planning:

mostly starting with tablet

Al. Skrabniou

Intro to Contemporary Information Technologies, Fall 2016/17

Online activities: mostly

starting with smartphones

Al. Skrabniou

Intro to Contemporary Information Technologies, Fall 2016/17

From Amazon to the Bank

Al. Skrabniou

Intro to Contemporary Information Technologies, Fall 2016/17

Step 1: Explore

Al. Skrabniou

Intro to Contemporary Information Technologies, Fall 2016/17

Step 2: Buy

Al. Skrabniou

Intro to Contemporary Information Technologies, Fall 2016/17

Step 3: Track

Al. Skrabniou

Intro to Contemporary Information Technologies, Fall 2016/17

Step 1: Explore

Al. Skrabniou

Intro to Contemporary Information Technologies, Fall 2016/17

Step 2: Buy

(customer enrolment)

Al. Skrabniou

Intro to Contemporary Information Technologies, Fall 2016/17

Step 3: Track

Al. Skrabniou

Intro to Contemporary Information Technologies, Fall 2016/17

Different User Behavior

Al. Skrabniou

Intro to Contemporary Information Technologies, Fall 2016/17

Service Design:

Customer Journey

Al. Skrabniou

Intro to Contemporary Information Technologies, Fall 2016/17

Transition to

Bank 2.0 Architecture

Bank 1.0 Bank 2.0