20131210 presentation the future of branches v1.0 slideshare
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This document discusses the future of bank branches. It notes that 50% of bank branches have closed in the last decade as customers increasingly interact with banks through mobile and online channels. Younger customers and those with higher education and income prefer online banking. The document outlines four potential future types of bank branches: digital pods focused on immersive digital experiences, pharmacies with high coordination between physical and digital channels, shops for basic banking needs, and lounges to build relationships. It identifies challenges such as integrating offline and online services, using pop-up branches, making branches more social, recognizing individual customers, and location-based services.
20131210 presentation the future of branches v1.0 slideshare
- 1. Pascal Spelier, December 10th 2013 The future of Bank Branches.
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- 4. 4 We live in a digital era
- 5. 5 In the last decade 50% is closed Source: ABN AMRO 2018
- 6. 6 More and more we interact via mobile Source: ABN AMRO
- 7. 7 Source: ING, november 2013
- 8. 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 GenY embraces online banking Source: Forrester « European Banking Customers Continue Migrating Away From The Branch »
- 10. 10 Is there a Future for the Bank Branch?
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- 12. 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 20001967 1990 ATM Online Banking Internet BankingCall Centre 2010 Mobile Banking 201? Video Banking? Virtual Banking? 201?
- 13. 13 Source: Google Trends Trends Customer Journey Customer Experience Customer Experience: Hip and happening Index 100
- 14. 14 What is Customer Experience?
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- 19. 19 Price Product Service Customer Experience The road to loyal customers ‘Commodity’ Distinctive by ‘value added services’
- 20. 20 Source: Future of Bank Branches, april 2013, Capgemini Consulting In the future we predict four types of Bank Branches
- 21. 21 ‘Digital Pod’: Focused on providing customers with an evolved and immersive digital experience
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- 24. 24 ‘Pharmacy’: high levels of channel coordination between physical and digital
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- 26. 26 ‘Shop’: ideal for students, new- and existing customers with standardized banking needs
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- 28. 28 ‘Lounge’: primarily designed for building strong relationships whith customers
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- 30. 30 What are the biggest challenges for the Bank Branche of the Future?
- 31. 31 Online Mortgage File Challenge 1: Integration offline and online
- 32. 32 Mortgage advice: video chat and screen sharing
- 34. 34 Advice
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- 38. 38 Your own online relationship manager AdviceOrientate Service
- 39. 39 Personal messages in a secured mobile environment AdviceOrientate Service
- 40. 40 BuyAdvice ServiceOrientate The future of call centers is here
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- 43. 43 Challenge 2: ‘Pop-up’ Bank Branches
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- 46. 46 Do you like this coat? Challenge 3: Is your branche ‘social’?
- 48. 48 Challenge 4: Recognize your customer
- 49. 49 Challenge 5: Location Based Services
- 50. 50 Tell me, what’s your most important…
- 51. 51 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