welche bank wünscht sich die nächste kundengeneration
DESCRIPTION
Die neue Generation von Bankkunden stellt Banken und ihre IT vor neue Herausforderungen. Sie beschäftigen sich mit anderen Finanzfragen, sind aktive Benutzer neuer Technologien, wollen schnelles Feedback, fordern stärkere Interaktion und Transparenz, haben punkto Geheimhaltung und Datensicherheit neue Vorstellungen und konsultieren auch für Finanzfragen Blogs und Foren. Die Banken von heute sind mit Systemkomplexitäten, Komponenten & Daten-Redundanzen und fehlender Agilität konfrontiert, propagieren Self-Service Portale, können ihre Services nicht über alle Kanäle anbieten und zeichnen sich durch eine fehlende service-orientierte Architekturstrategie aus. Die User Experience leidet aufgrund rigider Frameworks und Manuals, Altlasten diktieren den IT-Alltag und beeinträchtigen die rund um die Uhr Verfügbarkeit. In diesem Referat geht Andrej Vckovski den Umwälzungen in der Finanzbranche auf die Spur und analysiert die Herausforderungen im Bereich IT im Detail. Er bespricht Lösungsszenarien und zeigt konkrete Empfehlungen auf, wie Banken und ihre IT den Anforderungen der Generation „Y and beyond“ erfolgreich begegnen können.TRANSCRIPT
Banking for Generations «Y», «Z» and beyond
Welche Bank wünscht sich die nächste Kundengeneration?
Dr. Andrej Vckovski, CEO, Netcetera
Netcetera | 2
Motivation, Objectives & Definition
Generation Y Expectations
Remaining Challenges
Agenda
Netcetera | 3
Motivation & Objectives
1. What are the expectations of
tomorrow’s banking customers
2. Match the findings against the
current state of affairs
3
Netcetera | 4
Motivation & Objectives
Things
change. (for example)
John Naisbitt’s 1982 Megatrends
Industrial Society to Informational
Society:
Forced Technology to
High-tech/High-touch
National Economy to
World Economy
Short-term to Long-term:
Centralization to Decentralization
Representative Democracy to Participatory Democracy
Hierarchies to Networking
Institutional Help to Self-help
North to South:
Either/Or to Multiple Option:
Netcetera | 5 (Source: http://wikipedia.org)
Motivation, Objectives & Definitions
• Born after baby boomer generation,1960s up to 1980s.
Generation «X»
• Millennial Generation, Generation Next, Net Generation, Echo Boomers, 1980s to 1990s
Generation «Y»
• also known as Digital Natives. mid 1990s to now.
Generation «Z»
• alpha, …
… and beyond
Netcetera | 6
Motivation, Objectives & Definitions
1. What are the expectations of
tomorrow’s banking customers
2. Match the findings against the
current state of affairs
6
customers, employees,
business partners
including HNWI!
Netcetera | 7
What is a bank?
Motivation, Objectives & Definitions
Retail Bank Private Bank Business
Bank Investment
Bank
Changes in the environment relates to all types of banking
Netcetera | 8
Online is comprehensive
General expectations
A branch is nice-to-have. Online is not “only” a channel for self-servicing. It is the main
interface of the bank to the client
Online Banking is a channel (like ATM) for self-service
1990s Online banking is the main access to full-service
2010s
+ advisory
+ financial workbench
+ interactive (instant messaging,
video chat, co-browsing)
Online = mobile is comprehensive
Netcetera | 9
Online is 24x7x365
Example
Netcetera | 10
Online is integrated
General expectations
The customer does not care about the bank’s internal organization
Accounts Payments Loans Retirement Planning
My small business
+ integrated servicing
+ “one-stop” shop
Netcetera | 11
Relationship is more than the transaction
General expectations
The transaction is only the “end” of a process
My personal finances
My current assets
cashflow history & forecast
My loans
Goals & financial plans
Saving goals
Retirement planning
Family stuff
Long-term investments intended
Current money matters
Invoices to pay
Stock market activities
Loans I need
Eventually:
Actual
transaction
+ personal financial management
+ track scenarios, goals
+ integrated “virtual” and “physical” advisory
+ establish relationship beyond “inform and transact”
Goals and Plans
Netcetera | 17
Netcetera | 18
Transparent and Open
Selected expectations
• Provide data links to other if I allow so (e.g., other bank to have a consolidated view, external personal financial management tool)
“open bank data”
• Customer has same information about herself/himself as the client advisor
I see what you see
• Today, Customer might know more than the bank. Be open, responsible.
Be aware of information asymmetry
Be at eye level with your customer!
Netcetera | 19
Fast and Agile
Selected expectations
Traditional life-cycle
• Waterfall model
• Two releases per year
• Long time-to-market
• No customer involvement
Fast and agile
• Constant improvement
• Embracing fast new developments
• Launch fast and fail fast
• Constant “Beta”
While
maintaining
security &
stability
Netcetera | 20
Remaining Challenges
Security Trust
Netcetera | 21
What about “social media”?
((image by Aduvvuru)
Remaining Challenges
Is my social graph generating trust?
Will Facebook and Google be better banks?
Will person-to-person lending become relevant?
Netcetera | 22
Will disintermediation be a threat?
Remaining Challenges
The networked infosociety allows services without an orchestrating
(and financially participating) intermediary.
For example
taxi reservations without a taxi call center
Person-to-person lending
Person-to-person payments with some mobile payment schemes
Netcetera | 23
Will new entrants be a threat?
Remaining Challenges
New intermediaries that fill “service gaps” (e.g., PayPal for online payments without
credit card and escrow)
General service providers with existing customer relationship
New payment schemes (e.g. using mobile phone as plastic-replacement for
presence payment, using mobile phones as POS-terminals)
What will chase the customer away?
Netcetera | 24
Interest Spread
Transaction Fees
Service Fees
Consulting
Fees
Will there be new
business models?
Remaining Challenges
Megatrend Internet did create
new business models in
various industries.
Netcetera | 25
Where goes
my IT budget?
Remaining Challenges
Get rid of
legacy core
banking
Be more cost
effective
Netcetera | 26
Summary: Key drivers for the next generation
(online) bank
100% online Integrated,
Comprehensive & Convenient
Fast to the market and agile
Open & Transparent