eFinancials - Ragner Teitsma - Deloitte Digital

Deloitte Digital Copyright © 2012 Deloitte Holding B.V. All rights reserved.

InnovationThe battle for your client relationship has begun

Ragner Teitsma

Deloitte Digital

[email protected]


Deloitte Digital Copyright © 2012 Deloitte Holding B.V. All rights reserved.3


Your business innovates rapidly

Retail Private Commercial Wholesale

Distribution

Savings Lending Securities

Advisory Services

Capital Markets

Payments

Product Domains

FinanceAsset & Liability Management

HR

Risk & Compliance Operations IT

Support Functions

MediumHigh Low

Deloitte Digital Copyright © 2012 Deloitte Holding B.V. All rights reserved. 5


Play yards for Technology and Branding

Branche or Flagship Store


BRANCHESPLAY YARD FOR TECHNOLOGY

BBVASpain

Focus on technology-led business



Real time information displays

Standard Chartered Hong Kong


FRONT OFFICESPLAY YARD FOR TECHNOLOGY

Virtual tellers and biometric signature

Getin Bank Poland



With use of Motion sensoring

FNBSouth Africa



And sometimes presenting life scenariosinstead of products & services

Mashreq BankUnited Arab Emirate



Within new territory

BarclaysUK


And how about branding and personal contact?


FLAGSHIP STORESBRAND EXPERIENCE

Focus on customer experience

HSBCUK



UAPQUA BankUS

Focus on and nearby the community



Aiming to make this experience omni-channel

ANZNew Zealand


Security & authentication

Ease and safety of use


EASE AND SAFETY OF USESECURITY & AUTHENTICATION

US BankUS

Voice biometric recognition



Samsung & PaypallMastercard & Syniverse

Finger print authentication & Geolocation



PixelPinUK

Personal pictures instead of passwords



#Deloitte Survey Insurance/Financials (n=1000)

54% of the customers trust financial institutions with their data

over 17% to Google


Reaching out

Community


COMMUNITYREACHING OUT

Online journal of working together

Wells FargoUS



Platform for investers to discuss stock tactics

La CaixaSpain



Using the crowd to create

WestpacUK


Play the niche market

Market Development


MARKETDEVELOPMENTPLAY THE NICHE MARKET

BanCorpUS

Mobile only



Oink

Kids and Teens



BMBIndia

Women only


Changing the role of the advisor

Market Development


Advisor role is changing

Aggregators & Comparison advice Automated financial advice




Trust is based upon transparency and brand agnostic over the trusted expert.

The role of the advisor shifts from expert to facilitating the conversation.


Beat them or join them?

Market Development


America

Banks entering partnership with FinTech

http://www.google.nl/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0CAcQjRw&url=http%3A%2F%2Fgogirlfinance.com%2Fevents%2Fheres-what-you-missed-at-our-financiallyfit-chat%2F&ei=xn2JVKbsCsWUauiAgaAC&bvm=bv.81456516,d.d24&psig=AFQjCNG3z6OtSrIHgCUkusvGM9IM5OZ7fQ&ust=1418383171341805



New Zealand





Indonesia





United Kingdom





MARKETDEVELOPMENTBEAT THEM OR JOIN THEM?

Takes an equity stake in P2P-lender SocietyOne

WestpacAustralia


MARKETDEVELOPMENTBEAT THEM OR JOIN THEM?

Takes an equity stake in P2P-lender RainFin

BarclaysSouth Africa


Both Wealth Management and Non-financials have started to emulate new,

digital business models


And that includes mobile

What we wear


WHAT WE WEARAND THAT INCLUDES MOBILE

DigiCash, LuxembourgCiti, Hong KongPayPall & SamsungWallaby, US

Mobile wallets & payments


WHAT WE WEARAND THAT INCLUDES MOBILE

Glass innovation still low function status but evolving

La Caixa, SpainWestpac, New ZealandSaarland University,German




Mobile as a definition is evolving from Device to Touchpoint to Sensor





INSIGHTS




Distribution


Advisory Services

Capital Markets

Payments

Product Domains


HR


Support Functions

MediumHigh Low




Distribution


Advisory Services

Capital Markets

Payments

Product Domains


HR


Support Functions

MediumHigh Low

Client Domain


#Customers 2020 report, Walker USA

By 2020, customer experience will overtake price and product as the key

brand differentiators


Customer focus aspects

Source: Deloitte, Forbes, S. van Belleghem

SPEED< 4 uur 86% via Facebook< 1 uur 20% via any channel



Descision60-80% Before contacting supplier




Customer focus80% says CEO08% says Customer




Behaviour follows Reward




Customer Value Exchange44% of the customersshares personal data if this leads to a better experience




What customers expect1. Sincere interest2. Transparent process3. Quick connection4. Immediate answers




What customers expect



moments that matter

can add value and are currently non-existing

Expand your attention and presence


Journey starts here Bank relation begins here






SERVICING THE NEED OF THE CUSTOMER, ESPECIALLY THE

My personal favorite

BillGuardIsrael


Thank youRagner TeitsmaDeloitte Digital

[email protected]

Economy & Finance

eFinancials - Ragner Teitsma - Deloitte Digital