The document discusses the next generation of financial services in Russia and key trends impacting Russian customers and companies over the next 3 years. It highlights that younger Russians are adopting the internet at similar rates to Western Europe. While online banking is dominant in other countries, only 8% of Russians currently use it, showing significant room for growth. The document also outlines challenges for Russian companies, such as truly knowing their customers in the new "Age of the Customer", addressing customers across multiple devices and locations, and embracing mobility as smartphones and tablets proliferate.
8. Agenda
How will Russian customers look like 3 year from now?
- State & Trends
What does this mean for Russian companies
- Age of the Customer
- 5 Challenges for 2013
Next Generation Digital Financial Services
- How can Forrester help you
Q&A
13. While online banking dominates in The Netherlands, it is
only used by 8% of Russians, more of whom use mobile
“Do you use the following banking channels at least monthly?”
Branch Online
7% Banking Branch
1%
5% 88% 46% 34%
Online
1% 1% Banking
70% 1% 8%
4%
12% 7% 2%
Mobile
Banking Mobile 5%
14% Banking
18%
None of these None of these
11% 46%
Base: 2,355 Dutch adults age 16+; 3,181 Russian adults age 16+
(percentages may not total 100 because of rounding)
Source: European Technographics® Benchmark Survey 2012
22. Agenda
How will Russian customers look like 3 year from now?
- State & Trends
What does this mean for Russian companies
- Age of the Customer
- 5 Challenges for 2013
Next Generation Digital Financial Services
- How can Forrester help you
Q&A
52. And their FAO iPad app supports the quoting activities
of their independent agent channel
Did you know?
Progressive sells more
insurance through
agents than online...
Source: Progressive Investor Relations Deck 06/14/12
54. While online banking dominates in The Netherlands, it is
only used by 8% of Russians, more of whom use mobile
“Do you use the following banking channels at least monthly?”
Branch Online
7% Banking Branch
1%
5% 88% 46% 34%
Online
1% 1% Banking
70% 1% 8%
4%
12% 7% 2%
Mobile
Banking Mobile 5%
14% Banking
18%
None of these None of these
11% 46%
Base: 2,355 Dutch adults age 16+; 3,181 Russian adults age 16+
(percentages may not total 100 because of rounding)
Source: European Technographics® Benchmark Survey 2012
60. Create unified customer experiences across all
touchpoints
Inside-Out Outside-In
Customer
Company perceptions perceptions
Company “moments Customer “moments
that matter” that matter”
Company value Customer Value
61. Take Control: The six Disciplines of Customer Experience
Customer
Strategy Design
Understanding
Measurement Governance Culture
Forrester report: “Customer Experience Maturity Defined”
64. Agenda
How will Russian customers look like 3 year from now?
- State & Trends
What does this mean for Russian companies
- Age of the Customer
- 5 Challenges for 2013
Next Generation Digital Financial Services
- How can Forrester help you
Q&A