MICHAEL NUCIFORO

Mobile Consultant, Innovator and Futurist

Developing a Mobile Proposition

Section 2: Examining the capabilities of mobile: present and future

Introduction to mobile financial services and its implications

• Introduction to mobile financial services and its implications

• Examining the impact of mobile on the financial services sector

• The roles and drivers of different players: banks, handset manufacturers and MNO’s

• How is the relationship with consumers changing?

• Identifying opportunities and threats to different organisations, processes and services

• Group exercise: discuss the impact and opportunities for your business area

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Section 2 – 9:45 to 10:25

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Mobile banking has now arrived…

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Desktop is plateuing…

• On average an active Mobile Banking user will login times a

month.

• This means Mobile Banking user will log in the same amount

of times as Online Banking users.

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1

5

20

Incremental interactions…

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Increasing not shifting…

40%

60%

We have a new number one…

“Mobile will be the primary digital touch point for

most financial institutions by the end of 2013”

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No sales yet…

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New business model…

“The number of interactions consumers are having

with their bank has increased from once a week, for

much of the last century, to nearly once a day”

This means…

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With more to come…

Your customers have given you permission to

be in their pocket. What will you do with

that honour?

The opportunity…

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New propositions will emerge…

Jack, aged 56 Teacher - $40,000

“My friends and I all use Mobile banking but I can’t wait until I can do more…”

Jack opens his new Mobile app and takes a photo of the TV he wants to purchase.

The app tells Jack the price of the TV and the current balance of his bank accounts.

Jack buys the TV using her debit card. He shares the buy with his friends.

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…and change behaviours…

Sam, aged 27 Real Estate - $50,000

“It is really exciting to see where mobile is heading and what it means for my lifestyle…”

Sam is walking past his favourite technology store. He gets a notification about a new offer.

He uses his new mobile tap-and-collect service to pay for the goods and get them instantly.

Sam then shares the deal with friends. He gets a bigger discount next time if he socialises it.

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Two rivals can be friends…

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For staff…

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No where to hide…

Design

• Organisational investment and structure are not in place

• Business processes are not aligned to mobile

• Skills and knowledge gaps are holding back progress

• You need to educate so you don’t have time to innovate

• Systems are not in place for testing and development

• Mobile should be BAU but its still a project

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Unintended consequences…

• Discuss the impact and opportunities for your business area

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Group Exercise