Mobility Will Transform Financial Services Ecosystems

PROFESSIONAL & PERSONAL MOBILITY WILL TRANSFORM FINANCIAL SERVICE ECOSYSTEMS

TECHNOLOGY CAPABILITIES ARE ACCELERATING BUSINESS AND CUSTOMER EXPECTATIONS ARE ACCELERATING EVEN FASTER

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A decade-long alliance

Return on Intelligence THINK Interactive

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Interactive Agency based in Atlanta

Branding & Marketing

User Research

UX Design

Content Design & Production

Services firm solely focused on Core Systems Transformations

Deliver critical business & technology change within the

context of today's disruptive forces we call I-SMAC:

Internet of Everything, Social Technologies, Mobility, Analytics &

the Cloud.

We know mobile

mobile applications

200+

20+ SAP mobile projects

We know mobile

20+ SAP mobile projects

iOS Android Windows Blackberry Hybrid &

Web

135 26 15 14 20

200+

MOBILITY MEANS... DEVICES PEOPLE INFORMATION PROCESSES

MOBILE WEB AND APP USAGE HAS CREATED NEW DAY-PARTS FOR UTILITY AND MARKETING.

Comscore 2012 data

SINGAPORE AND HK LEAD SMARTPHONE PENETRATION (OVER 80%.) IN THE US, 55% OF MOBILE PHONES ARE SMARTPHONES. Peppers & Rogers Group 2012

PEOPLE ACCESS THEIR SMARTPHONE AROUND 150 TIMES PER DAY. YES REALLY. Tomi Aronen Almanac 2013 (Also cited in Mary Meeker’s KPCB 2013 deck)

NEW BEHAVIORS AND ATTITUDES AS PEOPLE BUY. IN 2000, 70% OF US CONSUMER TRANSACTIONS WERE BY CASH AND CHECK. BY 2010, IT WAS ONLY 43%.

2000 2010

To an Analog Banker in a Digital World Booz&Co August 2013

MOBLIE DEVICES ARE THE STARTING PLACE FOR MANAGING FINANCES 66% OF THE TIME (59% PHONE, 7% TABLET).

IN WEALTH MANAGEMENT, 85% OF CLIENTS ARE WILLING TO USE TECHNOLOGY-MEDIATED TOOLS. ONLY 43% OF ADVISORS ARE. Ernst & Young 2012

MOBILITY ADDRESSES CHALLENGES INCLUDING SELF-SERVICE, RETENTION, AND IMPROVED BROKER PRODUCTIVITY

UBM TechWeb Report 2011

PRINCIPLES TO LEVERAGE MOBILITY

v

Principle #1:

Wrap the business around the

technology around the customer.

Devices

The Business The economy

Customer

Touchpoints

Principle #2:

Map the entire digital ecosystem via

‘Customer Journey Maps’

STAGE: CONNECT STAGE: CONSIDER STAGE: CONVERT STAGE: RELATIONSHIP

TRIGGER TRIGGER TRIGGER

BUSINESS SYSTEMS Devices, Platforms & Products, Analytics

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4

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Principle #3:

Mobile links online and offline, as

well as stands on its own.

WEB, APPS IVR & CSR KIOSKS MOBILE APPS CRM

Principle #3:

Mobile links online and offline, as

well as stands on its own.

TV

PRINT OUTDOOR

DIGITAL

WEB, APPS

IVR & CSR KIOSKS

MOBILE APPS

CRM

Principle #4:

Drive process transformation from

the device closest to the process.

PROVIDER

PROVIDER

2012

2014+

MOBILITY FOR CONSUMERS

Useful

BRANDED UTILITY

DIGITAL PRODUCTS

& SERVICES

ADVERTISING

Eye C

atc

hin

g

Branded Utility Framework

Useful

BRANDED UTILITY ADVERTISING

Eye C

atc

hin

g

DIGITAL PRODUCTS

& SERVICES

Deliver value and usefulness

in addition to messaging

Wrap the useful service in

branded and differentiable language

and experiences

Branded Utility Framework

Moving Beyond Transactions

ALLSTATE DIGITAL LOCKER

Cross-platform application for customers and

prospects to create a digital inventory of the

valuables in their homes. Transform a chore

into a fun and branded experience.

Digital Locker delivers delightful moments

including a spinner animation for tallies,

mobile photos and tagging, web lookup for

simplified value entry. Alerts and educational

moments are built into the platform.

Drives lead generation and cross-sell and up-

sell opportunities across property insurance.

INTERNET BANK (WHITE LABEL)

Cross-platform application with web, mobile,

and back-end integration. The Internet Bank

system uses a secure private database for

storing documents, thereby achieving work

autonomy that does not depend on the state

of the bank system. Clients can prepare and

send documents even when offline (or the

bank core systems are unavailable).

Flexible user experience layer for branded

customizations of look and feel. Branded

utility model allows including content

/educational tools, and business rules to be

customized for capabilities and client needs.

MOBILITY FOR FS PROFESSIONALS

ME

AN

ING

VIEW

UNDERSTAND

DATA

INFORMATION

ACTION

WISDOM

KNOWLEDGE

CONFIDENCE

Big data isn’t about data, it’s about insight

Mobilizing process eliminates physical constraints

2012

2014+

PRESENT Synchronous or asynchronous client

meeting

ACTIVATE Provision

PRODUCE Research, Write, Analyze

EDIT Input, Review, Request

SAP BOARD DOCS APPLICATION

Working with SAP’s executive team, Return

on Intelligence built and launched an iPad

application to deliver document packets to

Board of Directors.

The application has a streamlined user

experience and eliminates a series of current

board member frustrations. The app supports

a wide array file types, including MS Office,

PDF and video.

Native iPad application reduces

organizational challenges and increases

security, confidentially, and efficiency

(including device security). The app also

introduced traceability and document-level

and board member-level analytics.

NATIVE iPAD 360º CUSTOMER VIEW

Working with a large financial services

company, developed a 360º analytics

dashboard of customer data for account

executives, sales managers, inside sales and

field services.

Unique hierarchical browsing UX model

provides overview and detail and semantic

zooming. Ability to bookmark specific

accounts by adding them to “Favorites” list

and storing data for offline viewing.

Moving data to the edges provides efficient

sales automation solution & integration points

with other applications for future extensions.

THANK YOU

Kevin McManus, Return on Intelligence

Zach Pousman, Think Interactive