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Key Digital Trends for Business Success and Customer Engagement

Market Overview

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The new generation is expecting sophisticated and convenient services from Banks…

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And is also very demanding…

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Mobile moments are present throughout the customer journey

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In the US, half of Smartphone owners holding an account, have used Mobile Banking in 2015!

Source: Consumers and Mobile Financial Services 2016 , Federal reserves system, USA

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The mobile payments landscape will change radically too!

Source of information: Worldpay; Your Global Guide to Alternative Payments

Digital Ecosystem

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Fintechs also provide challenging e-services

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Joining forces can prove to be the right strategy

Although Fintechs threaten Bank profits, synergies & “coopetition” are necessary for

Win-Win strategies

VivaWallet – Fintech representation in Greece

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Especially know that global players target local customers

Customers can select their Banking relationship with no borders. Online account

opening through video chat in 8 mins!

Number26 – An online Bank with online account opening

Top Mobile Ecosystem Trends

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“Make the Mobile the primary payments Medium” - mWallet

According to Forrester, mWallet is a service that lets consumers to manage digitized

valuables - offers, coupons, gift cards, IDs, electronic receipts, product information –

from multiple brands And that enables payment transactions

“The vision is to replace

the wallet.

And the starting

point is the

payments”

Tim Cook, CEO Apple

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Instant Peer 2 peer payments via Social networks, emails, mobile numbers without

the need of using bank accounts.

“Make the Mobile the primary payments Medium” – P2P

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“Integrate Bank Services in customer’s everyday life” - PFM

Sophisticated Personal Financial Management (PFM) tools for expenses management,

goals setting & budgeting allow users to gain control over their finances while on the go

First Direct Mobile app

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“Integrate Bank Services in customer’s everyday life” Loyalty & rewards

New loyalty schemes generation based on mobile payments and analysis of usage

of m-services, habits, patterns, non banking activities, etc. Couponing capabilities

also create an end2end experience.

mBank Contextual Offers

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“Address dynamic customer segments”

Mobile-only banks emphasizing on high-end technological solutions and supreme UX

target younger segments. In some cases, significantly younger ages..

ImagineBank: AMobile-Only Bank for Millennials from La

Caixa

ASB Bank: Clever Kash, physical & digital money box

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“Sophisticated cross/up-selling”

Mobile banking offers traditional revenue opportunities such as cross- and

upselling products to existing customers by offering mobile product shopping

options such as comparison tools and personalized recommendations .

Capital One e-Sales

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“Provide on the go User authentication & security”

Biometrics, voice recognition, “light” login pins, allow for secure & convenient user

authentication and easy access to frequently requested info

Touch idOTP GeneratorVoice Selfie

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“Provide supreme User Experience”- Support

Premium customer support, self serviced or one2one, through voice recognition &

video banking

BBVA Voice Banking assistant

Barclays Video Banking

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“Provide supreme User Experience” - Gamification

Apart from an engaging design across devices, available technology allows to integrate

gamification features that make the whole experience more fun & engaging

Chase - Location based background

Southern -Shake to check balance

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“Provide supreme User Experience”- Devices

La Caixa mobile apps for SmartWatch & Google Glasses

Any device is a potential delivery channel for mobile services. Transaction alerts, stock

exchange info, even payment capabilities can be performed through wearable devices,

boosting engagement & usability to very high levels

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“Go Phygital !” – In-Branch Assistance

“Branch Assistant” for personalized service while in Bank Branches, interactive

advisors, adding value services & remote check in to queuing system.

ING e-Branch

BMO in Branch app

Eurobank New Mobile App

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The New Eurobank Mobile App!

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The New Eurobank Mobile App!

Send Money to ANYONE, at ANY BANK, at NO COST !

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Payment Services

• B2C remote payments

• G2C (e.g. ticketing)

• P2P (e.g. via emails, mobile numbers, Facebook)

•C2B (e-commerce)

Eurobank Mobile Services Strategy

Loyalty

• Coupons, Offers, Loyalty programs

•Push notifications, beacons, etc

Banking Services

• Real time account, card, loan information

•Online transfers and bill payments

•Transactions via apps, web or SMS

•Relationship management

Adding Value Services

• Virtual agent, video banking

•Authentication through biometrics

Building a mobile ecosystem as the central point of our digital offering, with services

that assist customers' in all aspects of their everyday life.