eFinancials - Ragner Teitsma - Deloitte Digital

InnovationThe battle for your client relationship has begun

Ragner Teitsma

Deloitte Digital

rteitsma@deloitte.nl

Your business innovates rapidly

Retail Private Commercial Wholesale

Distribution

Savings Lending Securities

Advisory Services

Capital Markets

Payments

Product Domains

FinanceAsset & Liability Management

Risk & Compliance Operations IT

Support Functions

MediumHigh Low

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

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

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

Support Functions

MediumHigh Low

Distribution

Advisory Services

Capital Markets

Payments

Product Domains

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

rteitsma@deloitte.nl

eFinancials - Ragner Teitsma - Deloitte Digital

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