Upload
others
View
4
Download
0
Embed Size (px)
Citation preview
NCR Confidential
Serving Today’s MemberBob Tramontano
Serving Today’s MemberBob Tramontano
NCR Confidential
39,45239,452
52,60352,603
245245
2727
21,31121,311
RETAIL POS TRANSACTIONS
9,7489,748
125,600125,600
Hospitality ePOS
TRANSACTIONS
RETAIL SCO
TRANSACTIONS
CASH ONLY ATM
TRANSACTIONS
“ALL” ATM
TRANSACTIONS
PASSENGER
KIOSK CHECK-IN
MOBILE CHECK-IN
We engage with members like yours…300M times per day…
that translates to
NCR Confidential
In 2012, children born in
1994 will turn 18,
becoming the first adults
to have lived their entire
lives in the presence of
online retailing…
Instant gratification
Frequent rewards
Digitally empowered
Primary channels = self-service
Socially networked
NCR Confidential
Cards grow, cash stays important
Checks
Cash
Credit Cards
Debit Cards
Prepaid Cards
Preauth. Payments
Remote Payments
Checks
Cash
Credit Cards
Debit Cards
Prepaid Cards
Preauth. Payments
Remote Payments
NCR Confidential
Immediacy of online…with the control of cash
• 40% of store sales are cash!
• Improved assortment
• Impulse to action
NCR Confidential
Industry insights and trends
• Improving economic climate, despite high unemployment
• Election year jitters along with regulatory concerns in US
• Channel optimization in light of expense pressures, branch network costs and consumer demands
• Long-term pricing could lead to lower margin income for next couple of years
• Operational innovation and technology can help defray costs – but will be targeted
• Substantial disruptions possible with emerging payments – mobile, P2P etc. – and could put further pressure on revenue streams
• Fraud is growing – and could be perceptionally more challenging than the cost
• Segmentation back in vogue – with particular emphasis on mass affluent and above segments
• Pricing movement toward relationship models (or benefits for assets under management (AUM))
• Frontline implications – move from transactional to relational
Source: BAI
NCR Confidential
Financial Institution business priorities and challenges
Asset growth and quality (credit portfolio) is the top business priority as well as the top business challenge for financial institutions
• New customers of higher quality, increasing share of wallet of existing high potential customers, and focused efforts on specific customer segments
Profitability improvement is the second highest business priority
• Two-thirds of banks have lower capital expenditures and operating budgets in 2012
• Migrating to online and mobile channels, back office operations cuts and branch network reduction /redesign are the top expense cutting areas
Business Priorities
Business Challenges
Source: BAI
NCR Confidential
Member’s view of attribute importance
Brand Image
Is a company I can trust 85%
Is a well respected brand 66%
Is an innovator 39%
Price and Fees
Offers competitive checking fees 75%
Interest rates charged on loans are fair 64%
Interest/dividends paid on deposits are fair 62%
Offers competitive loan fees 58%
Service and Product Quality
Accurate in handling transactions 87%
Prompt problem resolution 82%
Efficient and fast handling of lobby transactions 81%
Has knowledgeable staff 80%
Has friendly and courteous staff 77%
Provides quality on-line banking services 76%
Have convenient office locations 72%
Offer convenient office hours 68%
Has a large number of ATMs 50%
Provides quality mobile banking services 34%
Offer quality investment and brokerage account services 33%
Total
Source: 2011 BAI Consumer Market Pulse (August) – US National Sample of 6,750 respondents; confidential
NCR Confidential
Branch transactions decline while sales increase
NCR Confidential
Top retail distribution investment areas
Mobile and online banking channels continue to be the top areas of focus for retail distribution investment efforts
• This is especially true for smaller institutions who are not yet as advanced in these areas as the larger institutions. Under $2.5B in assets $2.5B or more in assets.
Base: All Retail Distribution respondents Q50. Considering the various aspects of your institution’s RETAIL DISTRIBUTION CHANNELS, please select up to three areas where you think your institution will allocate the most investment dollars in the next year to two years?
1%
13%
16%
17%
18%
18%
21%
25%
33%
49%
57%
Other
Branch reduction
Channel integration (360 degree view)
Integration of channels
Channel service and support
Call center/IVR
Branch automation
ATM
Branch redesign and/or expansion
Online banking channels
Mobile banking channels
Under $2.5B in Assets(n=96)
$2.5B or more in Assets(n=42)
60% 50%
52% 40%
35% 26%
22% 31%
20% 24%
21% 12%
17% 21%
16% 19%
10% 29%
9% 21%
1% 2%
NCR Confidential
Mobile Trends
Growth of Smart Phones & Tablets
• Smart Phone & Tablet adoption continues at a rapid pace
• New form factors driving the future of financial services delivery
• Expanding beyond simple transactional banking
Competing Mobile Wallet options
“Wallet on the phone”
“Wallet in the Cloud”vs.
Mobile Banking + Mobile Payments
+ Targeted Offers= Future of Mobile Banking
NCR Confidential
• Battle between NFC & 2D barcode technology for mobile interactivity
• 2D barcode works on many existing devices
• NFC backed by major players but requires collaborative ecosystem elements to come together
NFC vs. 2D Barcode
Mobile Trends
• Multi-mode mobile banking solutions allows consumers to interact how they want (mobile web, native apps or via text messaging)
• HTML5 is coming and will open up more advanced functions to a broader set of phones
Multi-channel comes of age:
•Dislocated user interface•APTRA Mobile Cash Withdrawal
Leveraging multi-channel convergence, APTRA Mobile Cash Withdrawal allows consumers to initiate and pre-stage a transaction from their mobile device for fulfillment at the ATM or in-branch
Channel Convergence Apps continue to dominate but HTML5 is coming
NCR Confidential
Life Event ManagementDriving a constant need for an engaging, personalized experience
Events – a constantrevenue source for
retail banking
Every day, each member regardless of wealth
ages, progresses, meeting newer, more complex challenges across job,
home, family & finance.
Events – a constantrevenue source for
retail banking
Every day, each member regardless of wealth
ages, progresses, meeting newer, more complex challenges across job,
home, family & finance.
FinanceFinance HomeHome
JobJob
FamilyFamily
Source Finextra May 2010
Service delivery strategy. Driven by the complexity of consumers’ daily lives.
NCR Confidential
The member decision making processStimulate impulse, facilitate discovery, validate decision & drive member action
Today’s members learn through multiple information sources
:22%
48%
24%
One
Two
Three
Four
Four +
2%
4%
0 10 20 30 40 50
ATB Research Report | March 2010Social media stimulus plus online & mobile channels, accelerate impulse to discovery
ATB Research Report
NCR Confidential
Member drivers – choosing a financial solution The relationship between life events and financial solutions
A complex life event in the member’s view, drives them to expect a complex solution
Employment relocation
Employment relocation
Solu
tion C
om
plexity
Solu
tion C
om
plexity
Death in the family
Death in the family
Car Insurance renewal
Car Insurance renewal
Life Event ComplexityLife Event Complexity
in generation Y product holdings in next 5 years 1
75% increase expected
North American Technologies Financial Services Online Survey Q4 2010, as reproduced by Forrester Research, BAI RDS Chicago, Oct 2011
NCR Confidential
Member drivers – choosing a financial solution The relationship between life events and financial solutions
A complex life event in the member’s view, drives them to expect a complex solution
Employment relocation
Employment relocation
Solu
tion C
om
plexity
Solu
tion C
om
plexity
Death in the family
Death in the family
Car Insurance renewal
Car Insurance renewal
Life Event ComplexityLife Event Complexity
Complexity is in the eye of the member – the banker cannot dictate this.
North American Technologies Financial Services Online Survey Q4 2010, as reproduced by Forrester Research, BAI RDS Chicago, Oct 2011
in generation Y product holdings in next 5 years 1
75% increase expected
NCR Confidential
Member drivers – choosing a preferred channel The relationship between validation & the preferred engagement method
Mortgage Mortgage
Solu
tion C
om
plexity
Solu
tion C
om
plexity
Wealth Management
Wealth Management
Car Insurance Policy
Car Insurance Policy
Level of Interaction + ValidationLevel of Interaction + Validation
product purchases conclude in branch 1
4 out of 51 Finextra 2011
NCR Confidential
Member drivers – choosing a preferred channel The relationship between validation & the preferred engagement method
When faced with complex financial solutions, members need greater validation to conclude purchases
Mortgage Mortgage
Solu
tion C
om
plexity
Solu
tion C
om
plexity
Wealth Management
Wealth Management
Car Insurance Policy
Car Insurance Policy
Level of Interaction + ValidationLevel of Interaction + ValidationCall Centre Online BranchCall Centre Online Branch
product purchases conclude in branch 1
4 out of 51 Finextra 2011
NCR Confidential
High Value ActionFulfil Discovery and Validation at the branch
Extend your reach, manage impulse to actionStimulate want, facilitate discovery, provide validation & build relationships
Facilitate Discovery at the most trusted channel
Provide presence, preference – capture
impulse at access points
NCR Confidential
Extend your reach, manage impulse to actionStimulate want, facilitate discovery, provide validation & build relationships
Provide presence, preference – capture
impulse at access points
NCR Confidential
Extend your reach Stimulate Impulse, Offer self & assisted discovery
Financial Kiosk
Unique
Solution Impacts
Enabling Staff to Interact
– Use kiosk as a staff: member engagement center
– Review, discover, conclude the sale of financial solutions with members
– Free Personal Bankers from routine transactions, to interact
– Manage queues & appointments
NCR Confidential
Extend your reach Stimulate Impulse, Offer self & assisted discovery
Financial Kiosk
Unique
Solution Impacts
Enabling Staff to Interact
– Use kiosk as a staff: member engagement center
– Review, discover, conclude the sale of financial solutions with members
– Free Personal Bankers from routine transactions, to interact
– Manage queues & appointments
Empowering members to bank
– Self discover member services and financial solutions and make appointments
– Execute routine transactions at kiosk, to avoid teller queuing
– Educate and close the intimacy gap for generation Y
NCR Confidential
APTRA Interactive Teller
*Available now ** Available Q3 2012
Extend your reach Full teller service 24/7, anywhere, anytime – Engage, support impulse & discovery
Unique
Solution ImpactsEnabling Tellers to go to members
• Highly skilled, centrally managed and empowered staff, in the video call centre
• Deployable anywhere, anytime 24/7, in Lobby or at Drive up lanes
• Delivering full teller service at the ATM, capable of:
- Remotely driving rich set of ATM transactions
- Teaching members to migrate to self service
- Discussing services and sales
• A new staff: member engagement model, with maximum productivity
NCR Confidential
APTRA Interactive Teller
*Available now ** Available Q3 2012
Extend your reach Full teller service 24/7, anywhere, anytime – Engage, support impulse & discovery
Unique
Solution ImpactsEnabling Tellers to go to members
• Highly skilled, centrally managed and empowered staff.
• Deployable anywhere, anytime 24/7, in Lobby or at Drive up lanes
• Delivering full teller service at the ATM, capable of:
- Remotely driving rich set of ATM transactions
- Teaching members to migrate to self service
- Discussing services and sales
• A new staff: member engagement model, with maximum productivity
Members benefit from a unique service delivery model
• Member has choice of full self service ATM transactions, or…
• Calling for F2F teller who remote drives the transaction for them
• Ensuring that each visit to the ATM is just like being at the branch
• But benefitting from the personalized experience whilst not having to wait in teller queue
• Closing the intimacy gap in lobby or at the drive up lane
NCR Confidential
High Value ActionFulfil Discovery and Validation at the branch
Extend your reach, manage impulse to actionStimulate want, facilitate discovery, provide validation & build relationships
Facilitate Discovery at the most trusted channel
Provide presence, preference – capture
impulse at access points
NCR Confidential
Extend your reach, manage impulse to actionStimulate want, facilitate discovery, provide validation & build relationships
Facilitate Discovery at the most trusted channel
NCR Confidential
Enabling best resource management to benefit the member
• Manage staff deployment, activity & performance in real time
• Control instant re-deployment of resource
• Reduce appointment no shows to less than 10%
• Non linear queuing manager can reduce in branch queues by up to 50%
• Increase cross sales values by up to 25%
• Reduce management control time by up to 30%
Facilitate discovery Move from impulse to action
Self Scheduler
Unique
Solution Impacts
NCR Consulting 2012
NCR Confidential
Enabling best resource management to benefit the member
• Manage staff deployment, activity & performance in real time
• Control instant re-deployment of resource
• Reduce appointment no shows to less than 10%
• Non linear queuing manager can reduce in branch queues by up to 50%
• Increase cross sales values by up to 25%
• Reduce management control time by up to 30%
The Member has complete control of their banking experience
• Member books their own appointment online, by smart phone, at kiosk, via branch staff in real time
• Member books F2F appointments, home visits, telephone interviews with preferred advisors
• Member receives immediate confirmation in real time, by text or email – and reminders
• Member can alter appointment at any time, under their control in real time
• Member can alert branch to their presence at kiosk, benefitting from non linear queue management in branch
Facilitate discovery Move from impulse to action
Self Scheduler
Unique
Solution Impacts
NCR Confidential
High Value ActionFulfil Discovery and Validation at the branch
Extend your reach, manage impulse to actionStimulate want, facilitate discovery, provide validation & build relationships
Facilitate Discovery at the most trusted channel
Provide presence, preference – capture
impulse at access points
NCR Confidential
High Value ActionFulfil Discovery and Validation at the branch
Extend your reach, manage impulse to actionStimulate want, facilitate discovery, provide validation & build relationships
NCR Confidential
Free your staff to engage Enabling interaction by removing distraction, eradicating barriers
In branch
Solution Impacts
Teller Cash Recycler, APTRA Cash Connect, Financial Kiosk, Netkey Digital Signage control
Enable Tellers, to become fully member focused
TCR & Cash Connect
• Reduce each transaction by 45 secs freedom to speak to the member.
• Remove all barriers, open up your banking hall. TCR is a self contained safe & till for open environments.
• Cash Connect software records transaction record straight to core banking in real time – no distractions.
• Free management to coach their teller team to interact with members. Open Plan environments – closing the intimacy
gap between you and your members
NCR Confidential
Free your staff to engage Enabling interaction by removing distraction, eradicating barriers
In branch
Solution Impacts
Teller Cash Recycler, APTRA Cash Connect, Financial Kiosk, Netkey Digital Signage control
Enable Tellers, to become fully member focused
TCR & Cash Connect
• Reduce each transaction by 45 secs freedom to speak to the member.
• Remove all barriers, open up your banking hall. TCR is a self contained safe & till for open environments.
• Cash Connect software records transaction record straight to core banking in real time – no distractions.
• Free management to coach their teller team to interact with members.
Enabling Staff to Interact
Financial Kiosk
– Use kiosk as a staff: member engagement center
– Review, discover, conclude the sale of financial solutions with members
– Free Personal Bankers from routine transactions, to interact
– Manage queues & appointments
Digital Signage Management
– Creating highly visual, dynamic interaction with members
Open Plan environments – closing the intimacy gap between you and your members
NCR Confidential
Free your members to engageEnabling interaction by removing distraction – for all of your retail members
Digitizing negotiables : speed & convenience = new transactions & higher volumes
Scalable Deposit Module (SDM)Scalable Deposit Module (SDM)
Bulk Cash +Check deposit
24/7 convenience
Immediate Validation,real time credit
Last minute payment convenience
Enable loan & bill payments through self service network
NCR Confidential
Free your members to engageEnabling interaction by removing distraction – for all of your retail members
5 Bank Notes3 Checks Deposit in < 60 seconds
“The cost efficiencies make it practical for any size institution to deploy deposit automation…A picture is worth a thousand
words.” - Carl Ratcliff, President and CEO ABNB FCU
24/7 time freedom for small business
Effective cash flow solution for small business
Reduce check deposit fees & fraud risk
Small business embraces intelligent deposit
NCR Confidential
Making the small things possibleEnabling remittance through the self service network
Technology Credit Union making life easier, returning time to members
NCR Confidential
Reactive Impulse management
Low Value Action
Satisfying wants, fulfilling needs in the ‘now’Driving high quality loyalty capital from customer satisfaction
The quality of pro-active engagement is what drives revenue growth
8 banking productsAverage US member owns
2 of those productsAverage US FI holds
3.5 products per householdThe best NAMER FI average
North American Technologies Financial Services Online Survey Q4 2010, as reproduced by Forrester Research, BAI RDS Chicago, Oct 2011
NCR Confidential
Reactive Impulse management
Low Value Action
Satisfying wants, fulfilling needs in the ‘now’Driving high quality loyalty capital from customer satisfaction
The quality of pro-active engagement is what drives revenue growth
Pro-actively Stimulate High Value Action
The Financial Institution of Choice
•Generates RICH customer satisfaction scores, through pro-active management
•Grows average wallet share. Focuses on product takeup, rather than just new sales
Facilitate Discovery
NCR Confidential
The value of in branch technologyUnderpinning the Customer Satisfaction score
Members still go to the branch to validate their decisions, despite declining CSI scores.
Custo
mer S
atisfactionCusto
mer S
atisfaction
100%
Branch Staff
•Capable – Potential to deliver excellence
•Lacking - Guaranteed consistency
Branch Staff
•Capable – Potential to deliver excellence
•Lacking - Guaranteed consistency
Existing In-branch technologyExisting In-branch technology
60%
NCR Confidential
The value of in branch technologyUnderpinning the Customer Satisfaction score
Members still go to the branch to validate their decisions, despite declining CSI scores.
Custo
mer S
atisfactionCusto
mer S
atisfaction
100%
Existing In-branch technologyExisting In-branch technology
Branch Staff
Underperforming & Distracted
Branch Staff
Underperforming & Distracted
60%
NCR Confidential
The value of in branch technologyUnderpinning the Customer Satisfaction score
Members still go to the branch to validate their decisions, despite declining CSI scores.
Custo
mer S
atisfactionCusto
mer S
atisfaction
100%
NEW TECHNOLOGY
•Kiosks for self discovery, removing anonymity•Queue management + Appointment Booking•Digital signage for direction & interaction
•Enabling staff to deliver customer satisfaction levels in the upper quartile – always.
NEW TECHNOLOGY
•Kiosks for self discovery, removing anonymity•Queue management + Appointment Booking•Digital signage for direction & interaction
•Enabling staff to deliver customer satisfaction levels in the upper quartile – always.
Branch Staff
•Undistracted & empowered to engage
Branch Staff
•Undistracted & empowered to engage
60%
Embed consistency, retain your members, stem the exodus to other financial competitors.
NCR Consulting 2012
NCR Confidential
A formula to combine staff & technology in branch
The very best technology seamlessly executes purpose, leaving the brand experience to stand out.
Financial institutions need a way to combine technology with staff: member interaction, as they transition from transactional models to pure sales and service engagement models
NCR Confidential
Choreographed Assisted ServiceFostering impulse, discovery and action
NCR Confidential
Choreographed Assisted ServiceFostering impulse, discovery and action
Create a center of gravity for in branch interaction
NCR Confidential
NCR Confidential
User centric intuitive user experience
Internet banking• Balance transfers• Payments• Registration for Internet Banking
Internet banking• Balance transfers• Payments• Registration for Internet Banking
Teller Migration• Bill payment • Statement printing• Change of address
Teller Migration• Bill payment • Statement printing• Change of address
Sales & Service Enablement• Appointment booking• Application form printing• Card dispense
Sales & Service Enablement• Appointment booking• Application form printing• Card dispense
Enables member interaction across the enterprise based on presence and preference
NCR Confidential
Successful Physical Transformations
Alignment of
Talent
Physical space
Processes
Technology
NCR Confidential
Thank you
BankingSeamless, personalized experience across all channels
Drive Lower Cost
Member Intimacy
Grow Revenue
Assisted-service Personalized self-service
NCR Confidential
Any questions?Any questions?