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  • Enhancing the Customer Experience with Consumer eBanking (CeB) and Mobile May 24, 2017

    James Kaster, Product Manager

    Anne Konop, Product Manager

  • Topics

    2

    Youre Not Alone: Digital Perspective Across Industries

    Behaviors

    Experiences

    CeB

    Mobile Banking

  • Youre Not Alone: Digital Perspective Across Industries

  • Behaviors

    Youre Not Alone: Digital Perspective Across Industries

    4

    Seismic shift from physical to digital

    Consumers exercise these behaviors across all industries

    Whats happening in 3 spaces:

    Travel

    Retail shopping & malls

    Car buying

    The shift to digital

    Research

    Convenience

    Advice

    Follow-up

  • Behaviors travel

    Youre Not Alone: Digital Perspective Across Industries

    5

    10 notable jobs going away, among them:

    Tellers: 8% decline through 2024

    Travel Agents: 12% decline through 2024

    Why?

    Self-service is preferred

    Anytime bookings

    No high-pressure sales

    Travel providers make it easier

    Advice in the form of:

    Comparisons

    Recommendations

    Purchase and delivery

    Source: Cheat Sheet 1/7/2017 http://www.cheatsheet.com/money-career/middle-class-jobs-gone-soon.html/

  • Behaviors retail shopping and malls

    Youre Not Alone: Digital Perspective Across Industries

    6

    Headlines

    Forbes: Roughly 90% of all retail is still done in physical stores. Yet the growth of e-commerce will continue unabated

    and the resulting drop in store traffic is an undeniable and unrelenting force.

    Decline is enough to hurt profit margins and precipitate store closings

    Store closings hurt mall traffic and accelerates other store closings

    Why?

    Time & money savings

    Easier shopping online

    No longer necessary to touch/feel merchandise

    No high-pressure sales

    Advice: Savvy consumers research & read reviews

    Source: Forbes 2/16/2017 http://www.forbes.com/sites/stevendennis/2017/02/16/what-if-retail-traffic-declines-last-forever/#6bf2585151a1

    Ycharts 2/17/2016 https://ycharts.com/indicators/ecommerce_sales_as_percent_retail_sales

  • Behaviors car buying

    Youre Not Alone: Digital Perspective Across Industries

    7

    Like retail shopping, car buying behaviors shift to online

    eBay survey1:

    63% likely to buy online

    87% use the internet to research

    That didnt suck2

    A better way to buy a car research, shop and buy online

    Both raises the bar and sets minimal threshold

    Taglines influence expectations across all industries

    Why? (the theme repeats)

    Time & money savings

    Easier shopping online

    No high-pressure sales

    Advice: Research & read reviews

    Follow-through: Purchase and loans

    1 Automotive News 2/16/2017 http://www.autonews.com/article/20170216/RETAIL/170219866/ebay-survey:-63-percent-of-car-shoppers-likely-to-buy-online

    2 Carvana carvana.com

    In fact I liked it

  • From behaviors to experiences

    Youre Not Alone: Digital Perspective Across Industries

    8

    Experience delights

    Convenience & service (any time, any place)

    Security (peace of mind)

    Soft-selling (no-pressure)

    Advice on-demand (research & reviews)

    Savings (time & money)

    Digital follow-through (main & ancillary products)

    Younger demographics are fueling the digital shift

    They take older demographics with them

    Experiences in other industries influence expectations in financial services

    The wants:

    Familiar look and feel across industries and digital solutions (ease & convenience)

    Dancing-in-the-streets-good results

    In fact I liked it

  • Our industry

    Youre Not Alone: Digital Perspective Across Industries

    9

    In the news

    Celent expects more apps to incorporate payments like Uber does1

    As P2P heats up, nearly half of U.S. consumers are expected to

    adopt the service by 20212

    The Internet of Things (IoT) the number of these devices is

    growing exponentially. Such connections can lead to delivery of

    financial information and insights wherever, whenever and however

    people need it3.

    January 2017 birthdays iPhone 10, ATM 50

    FIS combined them years ago

    1 https://www.forbes.com/sites/tomgroenfeldt/2017/02/23/celent-expects-more-apps-to-incorporate-payments-like-uber-does/#5e1708f36437

    2 http://www.digitaltransactions.net/news/story/As-P2P-Heats-up_-Nearly-Half-of-U_S_-Consumers-Are-Expected-To-Adopt-the-Service-by-2021

    3 https://thefinancialbrand.com/63145/digital-banking-opportunities-iot-api-fintech-payments/

  • Our industry

    Youre Not Alone: Digital Perspective Across Industries

    10

    The 2017 State of Strategic Digital Banking1

    According to Gartner and IDC, by 2018, banks and financial institutions clients will access and

    contact their banks mainly through mobile devices

    Banks and financial institutions CIOs main concern to 2017 and beyond is what will be done with

    their companies branches

    According to the 2016 MX Consumer Survey, clients find it more important an easy digital banking

    experience (67 percent) rather than a friendly teller or staff (33 percent) when choosing where to

    open an account

    According to the 2016 MX Consumer Survey, banks and financial Institutions clients are now more

    likely to access their banks in a more impersonal way, and only 19 percent use a personal method

    (branch or call center).

    1 http://www.cio.com/article/3166057/leadership-management/the-2017-state-of-strategic-digital-banking.html

  • Our industry

    Youre Not Alone: Digital Perspective Across Industries

    11

    Fintechs predict trends1

    Access So the next big trend is aggregation, combining peoples financial data from multiple sources to build up

    and analyze a holistic picture of their finances. You need to know your total income and spending, the value of your

    loans, savings, investments and assets before you can make reliable plans and budgets.

    Advice Mobile banking will move beyond the transactional, product-pushing approach to one that is radically

    customer-centric, pro-active and goal-oriented, aimed at helping users make smarter decisions.

    Affective If banks aspire to become omni-present trusted advisors, they are going to have to build a much deeper

    emotional connection with their clients.

    1 http://www.fintech.finance/01-news/beyond-mobile-banking-a-list-of-6-ways-to-the-future/

  • 12

    Consumer eBanking 2017 Roadmap

  • CeB User Interface Refresh

    13

    CeB RefreshMobile 4.0

    CeB Refresh

  • Bill Payment upgrade

    CeB User Interface Refresh

    14

    Responsive tablet design*

    All functions performed within modals on page

    Supports a multi-pay or single pay UI

    Multi-pay supports a total with one make payment button

    Consumer selects the funding account to use for each payee which is saved for

    next session

    Keeps track of payments coming due soon

    *Final page design may be different

  • MX integration

    New PFM Solution

    15

    Users enrolled from CeB with all bank accounts automatically sent

    Held-away accounts pulled and shown on CeB account overview

    MX master widget integrated in CeB menu

    Available in current and new CeB user interfaces

    Mobile app integration

    Pilot Q4; target Q1 2018 general availability

  • 16

    What is Zelle

    National directory and real-time services

    Consumer brand

    Why Zelle

    FI-centric, ubiquitous

    Embraced and marketed by largest FIs

    Benefits

    Reach to nearly 70% of us deposit customers through Zelle

    Gateway to other real-time solutions linking with Visa,

    MasterCard, NYCE, PayPal, The Clearing House and others

    Availability

    CeB pilot targeted for Q4 2017

    Zelle integration

    P2P Candidate Enhancement

  • Loan Enhancements

    17

    Directed loan payments (HORIZON)

    Provide ability to schedule future or recurring loan payments including principal, interest

    or fees. Provide ability to pay using internal or external funding account Available

    April 2017

    Principal Payments (MISER/Bankway)

    Provides users the ability to do a one-time real-time principal payment in addition to their

    regular payment or as stand-alone payment Target Q2 2017

    Online Loan Statements (HORIZON/Bankway)

    For clients using CeB Online document enrollment pages, now includes support for loan

    statements. Also supports passing all DP and LN accounts to FOS EDelivery solution

    for viewing Target Q3 2017

  • Other candidates

    2017 CeB Roadmap

    18

    Closed account improvements CeB to receive daily updates from the cores to reflect closed account statuses and clean-up transfers, payments and alerts. Current account

    status reflected in data extracts Q4 target

    Bill Pay Expedited Payment expanded reach using Same Day ACH Available in 2017 where real-time BP funding is possible Q4 target

    Secure Bankmail improvements add additional customer information to bankmail and support the ability to include attachments Q4 target

    Premium Alerts: HORIZON real-time e-alerts CeB integration with the HORIZON eAlertoffering for real-time DP and LN acco