Embed Size (px)
Citation preview
Pascal Spelier, December 10th 2013
The future of Bank Branches.
2
3
4
We live in a digital era
5
In the last decade 50% is closed
Source: ABN AMRO
2018
6
More and more we interact via mobile
Source: ABN AMRO
7 Source: ING, november 2013
8
36% of Dutch customers never visit bank
branches
Only 3% buys financial products
Most of the low-value transaction can be
fulfilled in other ways through other
channels (cash withdrawal, deposit, pick up
cards, et cetera)
Europeans older than 40 prefer to use
branches, while younger people prefer
online banking
Highly educated people with high income
prefer online banking
GenY embraces online banking
Source: Forrester « European Banking Customers Continue Migrating Away From The Branch »
9
Research in
US indicates…
10
Is there a Future for
the Bank Branch?
11
12
Inside Out Paradigma Shiftt Outside In
Single Channel
Customers experience single
touchpoint.
Banks have a single type of
touch point.
Multi Channel
Customer sees multiple touch
points independently
Channels are functional &
technical silos).
Cross Channel
Customer sees multiple touch
points as part of the same
brand.
Single view but banks operate
in functional silo’s.
All Channel experience
Customers experience a
brand, not a channel within
a brand.
1980 2000 1967 1990
ATM Online Banking Internet Banking Call Centre
2010
Mobile Banking
201?
Video Banking? Virtual Banking?
201?
13 Source: Google Trends
Trends
Customer Journey
Customer Experience
Customer Experience:
Hip and happening
Index 100
14
What is Customer Experience?
15
16
17
18
19
Price
Product
Service
Customer
Experience
The road to loyal
customers
‘Commodity’ Distinctive by ‘value added services’
20 Source: Future of Bank Branches, april 2013, Capgemini Consulting
In the future we
predict four types of Bank Branches
21
‘Digital Pod’:
Focused on providing customers
with an evolved and immersive digital experience
22
23
24
‘Pharmacy’: high levels of channel coordination between physical and digital
25
26
‘Shop’: ideal for students, new- and
existing customers with standardized banking needs
27
28
‘Lounge’: primarily designed for building strong relationships
whith customers
29
30
What are the biggest
challenges for
the Bank Branche
of the Future?
31
Online Mortgage
File
Challenge 1: Integration offline and online
32
Mortgage advice: video chat and screen
sharing
33
Use Service Advice
34
Advice
35
Orientate Service Awareness
36
Pro-
active Chat
support
Orientate
37
38
Your own online
relationship manager
Advice Orientate Service
39
Personal messages
in a secured mobile environment
Advice Orientate Service
40
Buy Advice Service Orientate
The future of call centers
is here
41
42
43
Challenge 2: ‘Pop-up’ Bank Branches
44
45
46
Do you like this coat?
Challenge 3: Is your branche ‘social’?
47
‘Likes’ online and offline
48
Challenge 4: Recognize your customer
49
Challenge 5: Location Based Services
50
Tell me, what’s your most important…
51
Pascal Spelier
Managing Consultant All Channel Experience
Reykjavikplein 1,
Utrecht, The Netherlands
Mobile:+31 (0) 6 53 29 90 17 [email protected]
Thank you!
@spelier
