Banking management conference 2014 - Vassilis Trapezanoglou

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Presentation - Banking Management Conference 7/10/2014 - Boussias Communications - Athens

Transcript of Banking management conference 2014 - Vassilis Trapezanoglou

  • 1. K : digital disruption1

2. 2 , , Goldman Sachs, JPMorgan, Citi, Deutschbank, BNP, HSBC, Hedge Funds PayPal, Skrill Bitcoin, m-Pesa iWoca, G-Cash Kickstarter, Square, Zopa, mBank, eToro, Apple Pay ... The Big ... The third-parties 3. O ...3 ( ) , , fundsO CIO , reporting - . Big 4. third-parties ...!4PayPal, SkrillBitcoinm-PesaiWocaG-CashKickstarterSquareZopa, Funding Circle, oven, EZBobmBankeTorothe Currency Cloud,Apple Pay Facebook ! : / 5. 5 ( ...) e/m-banking (digital banking) transactional sales/revenue generatingH : 6. 6Accenture: The veryday bankPaypalGoogleAmazonAppleWalmart 7. Loyalty : ?7 (31 %, 12% ) > 2 3 72 % 57 % : Accenture survey of 7.384 customers, May-July 2013 8. m-banking 8 9. ... ! ...!9 10. acquiring10 acquiring Merchant Service Providers (MSP), Payment Service Providers (.. )Real-time customer relationship management (CRM)erchant-funded rewardsGamification , MSPs ? back-end ?T m-walletsSofort & MyBankCoopetition 11. 11 Vivapayments: 1 . 2014 12. Socializing payments12 13. : 13 (.. UK) 14. 14 ... 15. 2014151.Drive-to-digital : Impacting delivery, marketing and service usage2.Payment disruption : New players, technologies and innovations3.Increased non-bank competition : Neobanks and non- traditional player pressures4.Branch optimization : Maybe not branchless, but certainly less branches5.Focus on customer 3.0 : Digitally astute, social and yearning for insight6.Breaking down silos : Product and data silos begin to crumble7.Simplifying engagement : Removal of friction and steps to engage8.Improving contextual experiences : Leveraging data for improved service9.Differentiating brands : Avoiding commoditization in a digital world10.Global innovation perspective : Expanding view of tomorrows innovationsTop 10 Retail Banking Trends and Predictions for 2014,Retail Banking Strategies,By Jim Marous 16. Digital disruptor16Digital disruptor = startups , , 17. 17 / / ----Work smart,not hard Omnichannel - Big Data analytics / 18. 18 ( )Right channeling 19. Omnichannel , , .19 , , , ( - Business) , / 20. 20 - Advice Provider- Access Facilitator- Value Aggregator content providers Accenture: The Everyday Bank 21. , 21, , facilitator : p2p crowdfundingEquity crowdfunding startups 22. 22MobilityIntelligenceSocializationGartner (2014) 23. ... !23When it comes to customer service, its not about what customer think. Great service is about feelings. 24. 24 . . 25. 25Webcam-enabled live chat 26. 26 (71 %) , (51%) (proactively) (48%) , (real-time, forward-looking) 27. (18-30 ) 2794% online banking (72% mbanking)67% omnichannel service72% 67 % Accenture: The digital disruption in Banking, 2014, USA 28. 28 29. business model business plan29 Canvas 30. 30 start-up , , , , , / , , / stealth, elaborated development , ( , ) , & agile development 31. 31 / silos Business Process Management Business Service Management (BSM) ITSM (collaboration platforms) Talent management , RACI (Responsible, Accountable, Consulted, Informed) RASCI (Responsible, Accountable, Supportive, Consulted, Informed) (collaboration platforms) - 32. (.)32RACI( RASCI)Matrix AAProject InitiationProject ExecutiveProject ManagerBusiness AnalystTechnical ArchitectApplications Developers1 1CA/RCII2 2AIRCI3 3AIRCI4 4CAIRI 33. / 3 1. ? ( )2. ? ( / ) 3. A ? 2 . 3 smartphones, gadgets () , ...33 34. 34 (on-time) 35. ( ; ;) , , , .. Business Units (Silos) Intuit Net promoter Score (NPS) 0-10Promoters (9-10), Detractors (0-6)NPS = % Promoters - % Detractors 35 36. 36 37. 37 CIO CDO (Chief Digital Officer) CDO .The CDO is customer focused concerned with how to make the products and services of the company more digital 38. CDO of the Year (USA) Rachel Haot38Rahel Haot, CDO Deputy Secretary of Technology for New York State CDO of New York City Bloomberg CDO of the Year CDO Summit (., 4/2014) Haot . Coach, Consultant and Adviser .. , CDO marketing he real meaning of digital is marketing ! CDO (CIO/CTO, Marketing Manager, Product Manager ) 39. The innovation DNA 5 / 39 5 500 (Harvard Business Review, 12/2009)1. (associating) , 2. (questioning)3. (observing)4. (experimenting)5. (networking) - 40. CDO;40 CDO (10 % ) 41. Big Data : cKinsey Global InstituteAre you ready for the era of big data?Brad Brown, Michael Chui, andJames ManyikaValue potential indexEasy-of-capture index41 42. ... , digital disruption / (CDO)42H , , , ... 43. 43 , 3D printing... , ! 44. 44