Going digital banking – Romania
Transcript of Going digital banking – Romania
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Going digital banking – Romania
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How digital are Romanians?
Households have
access to internet at home
61%
73%
47%
In the urban areas
In the rural areas
Source: INSSE statistics, 2015, Population’s access to technology
5-year evolution of households that have
access to the internet
3 out of 10 people aged 17-74 have
never accessed internet
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2 x 45k likes/ 7.6k comments + news Associated Press, BBC or USA Today …
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Reality is changing … already a new habit in Romania
How we communicate How we entertain How we study How we have fun
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Biggest worries Biggest fears
What is now important for a digital customer?
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How digital is the banked population?
banked population have
access to internet via PC at least once per week
73%
43%
22%
several times per day
never
Source: INMS/ IMAS, Banking Market Monitor 2016
banked population have
access to internet via mobile at least once per week
62%
37%
several times per day
never
35%
78% 76% 67% 47% 42% 20%
0%
50%
100%
Social Media Email Read News Search forinformation
Video/Internet calls
Internetbanking
Less than 20% of Internet logs
in the last 3 months were for
using Internet Banking
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Changing client behaviour in combination with digital revolution: the need for omni-channel banking
channel usage today and in 5 years
Source: Economist Intelligence Unit survey, September 2014
How we can meet expectations in digital banking? Will become mobile the second most important channel?
There is no “digital strategy”, just strategy in a digital world.
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Bank-demand
product Fit the
Customer
Customer demand
solution Business
traditional
Omnichannel
From product to customer orientation
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What are our strengths and how to use them Safe, trustworthy, our advisors, branch network
My data is secure Trustworthy and reliable No exposure to third parties
81 % Online Banking 3%
1 % Google
74 % Online Banking
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• Redesign the existing Internet Banking platform with focus on customer experience;
• Barcode Scanner for Bill Payments through Mobile app
• Fingerprint authentication and authorization for Mobile Banking
• Pre-approved credit offers in Internet & Mobile Banking
• Video Teller – new terminal that allows a rich video conversation with a remote advisor
• PFM - financial education tool available in Click24 or standalone as app for IOS & Android
• New state of the art website – EMIL
Invest in future - Digital evolution of BCR
10
• Redesign and enhance Touch 24 – new design, easier transaction flows and further functionalities, enabling of 3D Touch option
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Invest in education - Digital promotion BCR
A community of enthusiastic employees,
ambassadors of the Digital services
Promote the digital banking channels
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eXperience - the Digital Branch concept
Innovative design and technology-driven solutions
Video Counseling
Interactive table iDesk advising concept
Business HUB
Cashless branch
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Invest in: Innovation educating staff and customers
offer excellence & convenience to customers in an omnichannel environment