Embed Size (px)
Citation preview
CLASSIFICATION: PUBLIC
Forbrukernes forventninger til fremtidens digitale løsninger endres
Ulrik Falkner Thagesen CEO e-Boks
CLASSIFICATION: PUBLIC
ME …& THE LAST 10 YEARS
of business has changed to techof business is related to new mediaof the old jobs does not exist anymore. 50%
Friend + enemy = frenemy
We embrazed tech, tried secondlife, myspace and others and without thought fuelled Google, Facebook, Pinterest, Instagram, WeChat and martech suppliers that became both suppliers, partners and competitors
50%
CLASSIFICATION: PUBLIC
EVERYONE SPEND 24 HOURS A DAY trying to change the industry…
CLASSIFICATION: PUBLIC
DOES IT SOUND FAMILIARSerious business at risk Self accessment According to PWC 2016, Global FinTech Report !
Up to 22% of business
at risk
Regulatory Technologies; Wealth Management Technologies; Insurance Technologies and subcategories like Lending, Analytics, Digital Identity, Cybersecurity, SME Finance, Roboadvice, Blockchain, Neobanking and more.
PwC’s Global Blockchain Team identified more than 700 companies entering this arena. Among them, 150 are worthy to be tracked
The finance industry is also no longer one industry, but many.
Banking & payment
Up to 28% of business at risk by
2020
CLASSIFICATION: PUBLIC
& that the rate of change is increasing
IT FEELS LIKE THE ONLY CONSTANT IS CHANGE
CLASSIFICATION: PUBLIC
GOOD BYE CHESSThinking about the next move is irrelevantif the rules changes all the times
CLASSIFICATION: PUBLIC
HELLO TETRIS
FS institutions
Start-ups
AI REGULATIONS
Tech companies
Infrastructure
LEGISLATIO
NBLOCKCHAIN
P2PBiometrix
DeepAlgorithms
PDS2, GDPR
5 g
Embrace the inevitable
CLASSIFICATION: PUBLIC
EMBRACE & ADAPT TO THE INEVIATABLE
ME
Continousimprovement
Mobile first
Cloud
Filtering
Block chain
BOTS
Biometrics
Machine learningP2P
AI
Becoming
Screening
AccessingSharing
Remixing
Filtering
Cognifying
TrackingInteracting
Questioning
Beginning Flowing
CLASSIFICATION: PUBLIC
THE INEVITABLE FORCES / BRICKS
AIPay attention to thesuper bricks or accelerators
Continousimprovement
Mobile first
Cloud
Filtering
Block chain
BOTS
Biometrics
Machine learningP2P
Becoming
Screening
AccessingSharing
Remixing
Filtering
Cognifying
TrackingInteracting
Questioning
Beginning Flowing
CLASSIFICATION: PUBLIC
FOCUS ON…. HOW TO ADAPT
and how the consumers and customers will adapt
GAME
ON…
CLASSIFICATION: PUBLIC
EMBRACE & ADAPT TO THE INEVIATABLE
BE CONSUMER
CENTRIC
1
2
CLASSIFICATION: PUBLIC
THE INTERNET OF VALUEFirst was internet of network,next the social internetand now the internet of things.
Any move from now will be about figuring out the value before we ad internet and AI to it
CLASSIFICATION: PUBLIC
SOMEONE NEEDS TO LIKE AND ACCEPT ITNo matter how inevitable and disruptive it is
CLASSIFICATION: PUBLIC
THE EPICENTER OF DISRUPTION
Source: PwC Global FinTech Survey 2016
In which areas do you see the most importantimpact to your business from FinTech?
Leverage existing data and analytics
Meet changing customer needs with new offerings
51%
Enhance interactions and build trusted relationships
75%
42%
Customer centricity is fuelling disruption
CLASSIFICATION: PUBLIC
BE CONSUMER
CENTRIC
ACCEPT LIQUIDEXPECTATIONS
EMBRACE & ADAPT TO THE INEVIATABLE
1
23
CLASSIFICATION: PUBLIC
YOU DO NOT CONTROL THE EXPECTATIONS TO YOU COMPANY
*The era of Living Services & liquid expectations – Fjord & Accenture
People have liquid expectations*People expect the same service and experience from platform to platform and thus from company to company.
Meaning they do not only compare banks to banks but compare you to best in class services like Über or AirBnB.
Once a better experience takes root - the expectations spread to other businesses .
CLASSIFICATION: PUBLIC
And it will never end …. We are in the age of becomming
We all have to be capable of adjusting and reshaping services continously …….……. or see the control of every aspect of the customer experience slip
YOU DO NOT CONTROL THE EXPECTATIONS TO YOU COMPANY
CLASSIFICATION: PUBLIC
Look at the competition & at yourselffrom the outside in
YOU DO NOT CONTROL THE EXPECTATIONS TO YOU COMPANY
Make simple (to use) products & make it easy to become a user
CLASSIFICATION: PUBLIC
BE CONSUMER
CENTRIC
ACCEPT LIQUIDEXPECTATIONS
OWN THEEXPERIENCE
EMBRACE & ADAPT TO THE INEVIATABLE
1
2
43
CLASSIFICATION: PUBLIC
You have to start with the customer experience and work backwards toward that. Not the other way around.
HOW TO REACT
CLASSIFICATION: PUBLIC
OWN THE EXPERIENCE DESIGN FOR FLOW
QI, Context & frequency increases relevance
Usage 3-5 daily - a giant opportunity to engage and advise.
Don’t find customers for your services – find services that your customers will love!
And look at the role your company and services plays in the life of the consumers
CLASSIFICATION: PUBLIC
OWN THE EXPERIENCE OWN THE CUSTOMER
Loyalty
CLASSIFICATION: PUBLIC
Will the worlds largestbanks in 10 year befinancial institutions ?What if Google or Facebook offered a better interest rate ?
OWN THE EXPERIENCE OWN THE CUSTOMER
CLASSIFICATION: PUBLIC
Social commerceBehavioural data
OWN THE EXPERIENCE OWN THE CUSTOMER
CLASSIFICATION: PUBLIC
Social commerceBehavioural data
OWN THE EXPERIENCE OWN THE CUSTOMER
CLASSIFICATION: PUBLIC
Vi har travlt - ogprioriteterne erikke klare
1. Send money to friends2. Order a taxi3. Pay for purchases4. Renew your passport5. Book medical appointments6. Order take away7. Read news8. Donate to charity9. Pay fines 10. Play games
OWN THE EXPERIENCE OWN THE CUSTOMER
Things you can do with WeChat today
CLASSIFICATION: PUBLIC
BE CONSUMER
CENTRIC
ACCEPT LIQUIDEXPECTATIONS
OWN THEEXPERIENCE
BE RELEVANT
EMBRACE & ADAPT TO THE INEVIATABLE
1
23
45
CLASSIFICATION: PUBLIC
DISRUPTING THE EXPERIENCE IS THE OPPORTUNITY AND THREAT
Mobile is just a device - but its crucial to get context right
It changes your business when you start giving information/opportunities that changes the experience and service you provide
CLASSIFICATION: PUBLIC
IS SOMEONE MORE IMPORTANT -Or is there a higher meaning that you can add more value or meaning to
CLASSIFICATION: PUBLIC
DATA IS THE FUEL & GLUE TO BE RELEVANT
If I am a segment - you are a commodityIf you treat me like someone else – then I will treat your bank like any other bank
Better services are based on knowing the customers as individuals And flex services over multiple touch points according context - or risk erosion of customer relationships
CLASSIFICATION: PUBLIC
You could offer many data based services (also to others) that might not be traditional banking products …simply because you have the data (and a likely permission to use)
PDS2
DO YOU DARE TO USE YOURBIGGEST ASSETS
Is trust and you biggest asset in conflict ?
CLASSIFICATION: PUBLIC
BE CONSUMER
CENTRIC
ACCEPT LIQUIDEXPECTATIONS
OWN THEEXPERIENCE
BE RELEVANT
MAKE & USETRUST
EMBRACE & ADAPT TO THE INEVIATABLE
1
23
45
6
CLASSIFICATION: PUBLIC
Some people only want to use encrypted services
Others believe that all encryption can be hacked and the idea of privacy no longer exists.
Ericssons ConsumerLab-report, 2017
Privacy devide
WHAT IS TRUST?
CLASSIFICATION: PUBLIC
WHAT IS SECURITY ?
Tech will introduce new risks
And opportunitiesTry to hack by making a 3D-model of someone’s face, steal their phone, impersonating their fingerprint, take a picture of that 3D face while also making it blink and then have their voice recorded.
Compliance and security its our nature…its not slowing us down
CLASSIFICATION: PUBLIC
If machines, algorithms and friends can filter your news, would you then trust them with your money?
AI, friends or banks
Ericssons ConsumerLab-report, 2017
WHAT IS TRUST?
CLASSIFICATION: PUBLIC
USE THE TRUST YOU HAVE
CLASSIFICATION: PUBLIC
EMBRACE & ADAPT THE
INEVIATABLE
BE CONSUMER
CENTRIC
ACCEPT LIQUIDEXPECTATIONS
OWN THEEXPERIENCE
BE RELEVANT
1
23
45
6 MAKE & USETRUST
ME
Ulrik Falkner Thagesen +45 30 36 02 22 [email protected]
THANKS
