Post on 29-Jan-2015
description
Pascal Spelier, 10 december 2013
De toekomst van het bankkantoor.
2
3
4
We leven in het digitale tijdperk
5
Het laatste decennium is 50% gesloten
Source: ABN AMRO
2018
6
Steeds vaker mobiel ‘contact’
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
Jongeren omarmen online banking
Source: Forrester « European Banking Customers Continue Migrating Away From The Branch »
9
Amerikaans onderzoek wijst uit…
10
Is er een toekomst voor het bankkantoor?
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 de toekomst hebben we vier typen bankkantoren
21
‘Digital Pod’: gericht op een vooruitstrevende en overweldigende digital experience
22
23
24
‘Pharmacy’: zeer goede coördinatie tussen kanalen, zowel fysiek als digitaal
25
26
‘Shop’: ideaal voor studenten, nieuwe-‐ en bestaande klanten met standaard behoeften
27
28
‘Lounge’: vooral gericht op het goede relaties met klanten
29
30
Wat is de grootste uitdaging voor ‘t bankkantoor van de toekomst?
31
Online Hypotheek
Dossier
Uitdaging 1: Integratie offline en online
32
33
Hypotheekadvies: videochat en scherm delen
34
Use Service Advice
35
Advice
36
Orientate Service Awareness
37
Pro-‐active Chat support
Orientate
38
39
Your own online relationship manager
Advice Orientate Service
40
Personal messages in a secured mobile environment
Advice Orientate Service
41
Buy Advice Service Orientate
The future of call centers is here
42
43
44
Uitdaging 2: ‘Pop-up’ bankkantoren
45
46
47
Vind je deze jas leuk?
Uitdaging 3: Hoe ‘social’ is het bankkantoor?
48
‘Vind ik leuk’ online en offline
49
Uitdaging 4: De klant herkennen
Banker
50
51
Uitdaging 5: Location Based Services
52
Wat is je belangrijkste…
53
Pascal Spelier
Managing Consultant All Channel Experience
Reykjavikplein 1,
Utrecht, The Netherlands
Mobile:+31 (0) 6 53 29 90 17 pascal.spelier@capgemini.com
Thank you!
@spelier