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The Next Generation Financial
                                                          Services In Russia

© 2012 Forrester Research, Inc. Reproduction Prohibited
                                                          Auke D. Veenstra, Principal Analyst / Dec 2012
                                                                                                      1
Making Leaders Successful
Every Day




                            2
We help you make better decisions in a world where
      technology is radically changing your customers




© 2012 Forrester Research, Inc. Reproduction Prohibited    3
Structure Follows Strategy
1) Insights into global consumers
     FORRESTER CONSUMER TECHNOGRAPHICS®


       Argentina                                                             +   Longest-running digital
       Australia                                                                 consumer study (since 1997)
       Brazil
       Canada                                                                +   330,000+ completed surveys
       China
       France                                                                +   1,400 brands
       Germany
       India                                                                 +   300 attitudes captured
       Italy
       Japan                                                                 + 6 proprietary profiles
       Mexico                                                                ____________________
       Poland
       The Netherlands                                                       =   Deep, customizable,
       Russia
       South Korea
                                                                                 trended consumer insights
       Spain
       Sweden
       United Kingdom
       United States




                                              How technology affects consumers'
                                             attitudes, behaviors, and motivations

© 2012 Forrester Research, Inc. Reproduction Prohibited                                                        5
2) Levels of Engagement



                        Core research and tools




       Custom                   Peer                      Analyst
       global data              collaboration             engagement




                                                                       6
© 2012 Forrester Research, Inc. Reproduction Prohibited
3) Research Based Consulting (outside-in)




                                   © 2012 Forrester Research, Inc. Reproduction Prohibited
7   © 2012 Forrester Research, Inc. Reproduction Prohibited
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
Technology matters.
                                                              But at the end of the day,
                                                                it’s all about people.
9   © 2010 Forrester Research, Inc. Reproduction Prohibited
An average online Russian...


         99% go online everyday
                                                                       Spend over   18 hours
Used Internet for around                                                      online every week

    4 years
                       94% have a                                                   97% use Social
                                                                                         networks
                        connection at home

                                                                    55% has a laptop
                           Base: 1,986 Online Adults age 16-55 in Russia                  10% has a tablet
         Source: Forrester Russian Technographics Online Benchmarks, Q3 2012
    10    © 2011 Forrester Research, Inc. Reproduction Prohibited
Younger Russians adopt Internet on par with
 Western Europe
                  “How many computers (PC/Mac/laptop/netbook/Tablet) are there in your household?”
                     “How often do you go online on a PC (including weekdays and weekends)?”

                   PC at home - Urban Russia                                      PC at home - EU-7
                   Online at least monthly- Urban Russia                          Online at least monthly - EU-7

     100%


      80%


      60%


      40%


      20%


        0%
                16 - 18 19 - 20 21 - 24 25 - 29 30 - 34 35 - 39 40 - 44 45 - 49 50 - 54 55 - 59 60 - 64 65 years
                 years   years   years   years   years   years   years   years   years   years   years and over


                                                  Base: Adults in Urban Russia, Europe


     Source: Forrester Technographics Benchmarks, Q2 2011 EU and RU
11    © 2011 Forrester Research, Inc. Reproduction Prohibited
Online Russians give preferences to local websites

                                  “Which of the following websites do you visit at least monthly?”


                                   Yandex                                                                                           85%
                                    Mail.ru                                                                                       83%
Portals/search                     Google                                                                                70%
                                  Rambler                                         34%
                                    Yahoo                     11%

                              V Kontakte                                                                           65%
                            Odnoklassniki                                                                    61%
Social networks                Facebook                                              37%
                                Narod.ru                         12%
                                  Twitter                   9%

                                 Youtube                                                      44%
                                  Rutube                           13%
        Video               Google Player            4%

                                                                                                    VKontakte is the top social
                               LiveJournal                    11%
        Blogs                      Blogger         3%
                                                                                                    networking site in Russia today it
                                  Blogspot        2%                                                already has 100 million users. 28
                                                                                                    million users visit Website the
                               Wikipedia                                                39%         website everyday
   References                Google Maps                                 17%
                                    Lib.ru           4%
   /information
                                                          Base: 2,000 Online Adults in Russia
        Source: Forrester Russian Technographics Online Benchmarks, Q3 2011
   12    © 2011 Forrester Research, Inc. Reproduction Prohibited
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
Client-Centric Multichannel Distribution
Product-centric(push) to client-centric (pull)..




                   Security

                         Drivers




                 The empowered customers
People increasingly use multiple channels on a single
  Financial customer journey


     Human assistance for                                            Self-service for
     interactions that . . .                                         interactions that . . .
     . . . are complex.                                              . . . are simple.
      . . . happen rarely.                                            . . . happen often.
     . . . have high emotional                                       . . . have low emotional
     involvement.                                                     involvement.

                                                                        Start filling in savings
                                                                 1      quotation online
     Telephone the call
     centre to check
                                           2
     specific detail
                                                                       Complete quotation
                                                                 3
                                                                       and then compare
Call back to check                                                     with other providers
whether the savings                            4
deposit is backed                                                5           Buy the savings
                                                                             product online
       Source: Forrester Research
16     © 2012 Forrester Research, Inc. Reproduction Prohibited
The enablers….




                                                          Social Media




    Splinternet                                                          Mobile



© 2012 Forrester Research, Inc. Reproduction Prohibited                           17
Social Media is mainstream


                                                                     has

                                                                 1 billion
                                                                 active users


             800 million                                                             500 million
                   visitors per
                                                                                          accounts
                  month, 4 billion
                  hours watched
                    per month



                                                                                hosts more
                                                                                   than
                      has over                                                  6 billion
              175 million                                  has more than
                                                                                 images
                      members
                                                        200 million
                                                               active blogs
18   © 2010 Forrester Research, Inc. Reproduction Prohibited
Mobile is the most disruptive consumer technology
trend(s) from now to 2015
                                             60%




                                             50%
                                                                Disruptiveness
     Estimated use among adults, 2011-2015




                                                                (bigger is more                     Loyalty                                   Social
                                                                     disruptive)                   programs                                 networking
                                             40%
                                                                                                                                                              Mobile
                                                                                                                                                             browsing


                                             30%
                                                                                                                                                             Smartphone
                                                                                                Kiosks                Contactless                              apps
                                                                                                                                        Geo-location
                                                                                                                       payment
                                             20%

                                                                                                  Social        PFM                                    Barcodes
                                                                                                  gaming                         Tablets
                                             10%
                                                                                                                         NFC                      Personal        Digital
                                                                    Digital                     Social                                             cloud          wallets
                                                                   signage                    commerce        Natural language      Internet TV
                                             0%
                                                   0%                        20%                   40%            60%               80%                           100%
                                                                                             Technology momentum (scale of 0% to 100%)
19                                           © 2010 Forrester Research, Inc. Reproduction Prohibited
The Catalysts ….
                            Digital   Digital   Smart   Financial
                            Media     Wallets   Home
                                                        services
                                                        Verticals
              Experiences
   SOFTWARE


              Platforms
              Devices
   HARDWARE


              Components
As a result…



                                                          Consumers become always addressable



                                                                   Spend shifts online



                                                                 Purchase paths expand



                                                                Data becomes the new oil



© 2012 Forrester Research, Inc. Reproduction Prohibited                                         21
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
We have entered ‘The Age of The Customer’




Source: June 2011 “Competitive Strategy In The Age Of The Customer”

© 2012 Forrester Research, Inc. Reproduction Prohibited               23
Customer obsession?
                   A customer-obsessed company focuses its strategy,
                   its energy, and its budget on processes that enhance
                   knowledge of and engagement with customers


© 2012 Forrester Research, Inc. Reproduction Prohibited               24
A customer obsessed company…..

     From                                                 To

     1.        Traditional market                         1. Real-time customer

               research                                        insights

     2. Customer service                                  2. Customer experience

               as a cost center                                as a differentiator

     3. Inefficient channel sales                         3. Agile commerce

     4. Push advertising                                  4. Interactive content and

                                                               marketing
© 2012 Forrester Research, Inc. Reproduction Prohibited                                25
Your CHALLENGES in 2013
Challenge 1: Know Your Customer...




© 2012 Forrester Research, Inc. Reproduction Prohibited
It pays off….


                          Source :http://swampland.time.com/2012/11/07




© 2012 Forrester Research, Inc. Reproduction Prohibited                  28
Reach and engage….




© 2012 Forrester Research, Inc. Reproduction Prohibited
Creating customized brand ecosystems for your clients




                                                          Depth




   Reach
                                                          Engagement



© 2012 Forrester Research, Inc. Reproduction Prohibited
The new CRM is a multistage process


                                                                                    Customer        Customer        Customer
                                                                                       A               B               C

                                                                                        Name                           Name
                                                                                                       Name
                                                                                        Phone
                                                                                                                       Phone
                                                                                       Twitter
                                                                                                      Twitter
                                                                                         FB                            Twitter
                                                      Social
                                                      Data
                                    Enterprise
                                      Data                                            Opinions                           FB
                                                                                                     Opinions
                                                                                      Influence
                                                 Customer                                                             Opinions
                                                   Data                                 Web
                                                                         Data                       Transactions
                                                                                                                      Influence
                                                                      Management     Transactions




                                                               Data


                                         Processing
                                                                                   Dashboards       Reports        Consulting




© 2012 Forrester Research, Inc. Reproduction Prohibited
Challenge 2: Always Addressable Customer




© 2012 Forrester Research, Inc. Reproduction Prohibited
Defining the ‘Always Adressable Customer’



                   Multiple Devices                                         Frequent access
                   Own at least three                                       Go online at least
                   connectable devices                                      daily




                     Multiple Locations
                     Go online at home and/or
                     work, and at least one
                     other location




Source: Melissa Parrish, September 2012 “The Always Addressable Customer”

© 2012 Forrester Research, Inc. Reproduction Prohibited                                          33
Every age group has its Always Adressable Customers

                                        The percentage of always addressable customers by age group



                          Netherlands                                     18%


                                     16-24                                                       50%


                                     25-34                                      29%


                                     35-44                                18%


                                     45-54                          11%


                                     55-64                     7%


                                        65+               3%




Base: All Dutch adults (age 16+); Source: European Technographics® Benchmark Survey, Q3 2012

© 2012 Forrester Research, Inc. Reproduction Prohibited                                                34
The Addressability Framework




Source: Melissa Parrish, September 2012 “The Always Addressable Customer”

© 2012 Forrester Research, Inc. Reproduction Prohibited                     35
The Three Screen World…..




  36   © 2012 Forrester Research, Inc. Reproduction Prohibited
Tablet usage skews toward the evening compared with
 PCs and smartphones

                                   News Category Browsing by Time of Day and Device Type
9%


8%                                                       PC        All Tablets        All Smartphones

7%


6%


5%


4%


3%


2%


1%


0%
     12                3 AM                 6 AM                9 AM             12            3 PM        6 PM         9 PM
     AM                                                                          PM




                                                                                      Source: comScore Custom Analysis, August 2011
37    © 2010 Forrester Research, Inc. Reproduction Prohibited
Challenge 3: Think Mobile….




© 2012 Forrester Research, Inc. Reproduction Prohibited
Your customers and employees have given
             you permission to be in their pocket.
              What will you do with that honor?




© 2012 Forrester Research, Inc. Reproduction Prohibited   39
Mainstreaming of smartphones and tablets


                                                Smartphones       Tablets
                         70%


                         60%


                         50%


                         40%
    % of European
  consumers owning a
        device
                         30%


                         20%


                         10%


                          0%
                                   2011          2012          2013          2014          2015          2016

Source: Forrester Research Mobile Adoption Forecast, 2011 to 2016 (Western Europe); Forrester Research
          © 2012 Forrester Research, Inc. Reproduction Prohibited
Digital Devices Forecast, 2011 To 2016 (Europe)
Mobile phones capture a lot of consumers’ attention and
time

                                                On average, e-mail is read 48 hours after it is sent,
                                                while the average SMS is read in four minutes.



                                     The average person looks at their phone
                                     150 times a day, or once every six-and-
                                     a-half minutes of every waking hour.




                                                 Eighty-four percent keep their device within 3
                                                 metres of them at all times.



Source: http://www.intomobile.com/2012/02/09/tomi-ahonen-average-users-looks-their-phone-150-times-day/; V. Bhaskaran & K. Peterson,
Transforming Customer Feedback Through Mobile, at Market Research in a Mobile World Conference, Amsterdam 2012

© 2012 Forrester Research, Inc. Reproduction Prohibited                                                                           41
Mobility: A whole new ecosystem of mobile commerce
 has emerged


                                                       Organizer   Banking
                                    Voice                                    Payment
                                                                                   Commerce
                       SMS
                                                                                             Health
E-mail / MMS                                                                                    Ticketing
                           Communicate                                        Control
        IM /                                                                                          Parking
        chat

      Social                                                                                          Maps
     networks
                                                                                                  Search
                                     Create                                  Consume
                Blogs                                                                           Web browsing
                                                                                             News
                    Pictures                                                         Games
                                     Ringtones                               Music
                                                                    TV
                                                           Video


42     © 2012 Forrester Research, Inc. Reproduction Prohibited
Mobile payments may not be widely used just yet, but
the interest in them presents a large opportunity

              “Are you interested in using, or are you already using, the following types of mobile payments?”
 25%
                            22%
 20%
                                                          16%
                                                                  15%               15%
 15%                                                                                                   14%

                    ∆ 21%
 10%
                                                 ∆ 13%                          ∆ 13%
                                                                ∆ 14%                             ∆ 13%
                                                                                                                  Interested
   5%
                                                          3%                         2%                           Already using
                           1%                                      1%
                                                                                                       1%
   0%
              Unattended                Person-to-person In-store payments Remote payments Payments to
                machine                 payments (using      (using your      (using your     small traders
           payments (using                 your mobile     mobile device mobile device to      (using your
              your mobile                device to pay a instead of cash or buy goods or    mobile device to
           device to pay at a            friend or family a card in a shop) services on the pay a plumber,
           parking machine               member (not a                          Internet)    market stall or
            or other type of                company))                                      other small trader)
                 kiosk)


Base: 1,904 online Dutch adults (age 16+) who own a mobile phone; Source: European Technographics Online Financial Services Survey,
Q3 2012

© 2012 Forrester Research, Inc. Reproduction Prohibited                                                                           43
Mobile devices have unleashed a storm of innovation that
 will change shopping and transform payments
     Offers &                                                      Product
     coupons                                                     information




     Loyalty &                                                      Mobile
      rewards                                                      payment

       Source: Forrester Research
44     © 2012 Forrester Research, Inc. Reproduction Prohibited
Commonwealth Bank of Australia’s Kaching app
 makes it simple to make many different payments




     Source: Commonwealth Bank iPhone app
45   © 2012 Forrester Research, Inc. Reproduction Prohibited
Mobile phones as a point of sale create a new
 opportunity to help small traders




     T-Mobile US and Square partnership.                        Telia will use iZettle in its own shops.




46    © 2012 Forrester Research, Inc. Reproduction Prohibited
Challenge 4: Right channeling...




© 2012 Forrester Research, Inc. Reproduction Prohibited
Right-channelling – balance technology efficiency with human
effectiveness

                                                  Routine
              Web search & FAQs                   interactions
                 Online account access
                   Mobile account access
                      IVR
 High-tech              ATMs                                High-value
 Efficient                   Secure messaging
                                                            interactions
 Cheap                            Chat and co-browsing

                                      Telephone staff
                                           Agents and branch staff

                           High-touch
                           Effective
                           Expensive
2. An upheaval on how customers engage
The Performance Of Bank X Relative To The Industry For Drivers Of
Retention




   October 2012 “What Drives Retention And Sales In US Banking?”
Banks are in the best position to deliver an experience that
spans digital touchpoints

                        Support customer desire to        Find an advisor.
                        obtain referrals.
                                                                  Peer
                                                                  recommendations
                   Obtain                                         and reviews
                   recommendations
                   from social                                      Find branch
                   networks.                                        locations.

                                                                    View product
                                                                    comparisons, and
           Account alerts,                                          interact with a
           merchant-funded                                          banker.
           rewards, and                                         Apply for products,
           digital wallet.                                      accept offers, obtain
                                                                application status, and
                                                                communicate with a
                                                                banker.
                 Interact with financial
                 information, obtain live help,           Sign documents, and
                 and manage complex assets.               obtain application
                                                          status.
© 2012 Forrester Research, Inc. Reproduction Prohibited                               51
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
Opening branches won’t do the trick....




53   © 2012 Forrester Research, Inc. Reproduction Prohibited
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
Branches are just another touchpoint




© 2012 Forrester Research, Inc. Reproduction Prohibited   55
Challenge 5: Customer Experience...




© 2012 Forrester Research, Inc. Reproduction Prohibited
Three Questions Drive Forrester’s Customer experience




                                         © 2012, Forrester Research, Inc. Reproduction Prohibited
January 2012 “The Customer Experience Index, 2012”
Forrester literally wrote the book on how to become
client-centric


                                                          Outside-In: The Power of Putting Customers at
                                                          the Center of Your Business
                                                          • Customer experience counts. Companies can
                                                             save billions, gain loyalty, and profit from
                                                             customer experience excellence.
                                                          • The customer experience ecosystem. The
                                                             causes of customer experience problems come
                                                             from throughout the organization.
                                                          • The six disciplines of customer experience.
                                                             Companies must master these disciplines:
                                                             strategy, customer understanding, design,
                                                             measurement, governance, and culture.




© 2012 Forrester Research, Inc. Reproduction Prohibited                                                     59
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
Take Control: The six Disciplines of Customer Experience



                       Customer
   Strategy                                                Design
                     Understanding




Measurement           Governance                           Culture




                              Forrester report: “Customer Experience Maturity Defined”
Aviva Engaged Cross-functional Teams To Map
Customer Journeys
Five-year stock performance
                            30%    CXi Leaders
                                     22.5%
                            20%

                            10%
  Cumulative total return




                             0%
                                                 S&P 500 Index,
                            -10%                      -1.3


                            -20%

                            -30%

                            -40%

                            -50%                                  CXi Laggards
Source: Watermark Consulting                                         -46.3%
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
A new generation of digital financial
                                                       services is emerging that is Simple,
                                                       Ubiquitous, Personal, Empowering
                                                                 and Reassuring.


65   © 2012 Forrester Research, Inc. Reproduction Prohibited
Few digital financial services can match the best
 human agents at building customer relationships
                                                               Most digital financial services today:
                                                                Fail to recognize the customer and
                                                                 create a personal and relevant
                                                                 experience.

                                                                Don’t help customers understand
                                                                 what to do.
                                                                Often fail to provide human help at
                                                                 critical moments.
                                                                Don’t empower customers to take
                                                                 action.

                                                                Don’t take advantage of the power of
                                                                 community.


66   © 2012 Forrester Research, Inc. Reproduction Prohibited
Next Generation Digital Financial Services



     S       Simple: Make it easy for customers to achieve their goals.

     U        Ubiquitous: Be available wherever customers want it.

     P        Personal: Tailor the experience to individual needs.

     E        Empowering: Help customers to take action.

     R       Reassuring: Offer human help when and where it’s needed.




67   © 2012 Forrester Research, Inc. Reproduction Prohibited
Next Generation Digital Financial Services



     S       Simple: Make it easy for customers to achieve their goals.

     U        Ubiquitous: Be available wherever customers want it.

     P        Personal: Tailor the experience to individual needs.

     E        Empowering: Help customers to take action.

     R       Reassuring: Offer human help when and where it’s needed.




68   © 2012 Forrester Research, Inc. Reproduction Prohibited
April 2012 “Trends 2012 : European Retail Banking eBusiness And Channel Strategy”
              Société Générale’s iPhone App Gives Customers A Simple View Of Their Finances




69   © 2012 Forrester Research, Inc. Reproduction Prohibited
Simple ‘s communication




70   © 2012 Forrester Research, Inc. Reproduction Prohibited
La Caixa’s Bar Code Scanning App Makes Bill Payments Easy




71   © 2012 Forrester Research, Inc. Reproduction Prohibited
Next Generation Digital Financial Services



     S       Simple: Make it easy for customers to achieve their goals.

     U        Ubiquitous: Be available wherever customers want it.

     P        Personal: Tailor the experience to individual needs.

     E        Empowering: Help customers to take action.

     R       Reassuring: Offer human help when and where it’s needed.




72   © 2012 Forrester Research, Inc. Reproduction Prohibited
USAA lets customers access and manage their
 accounts through Facebook




                                                               •   USAA lets customers
                                                                   access and manage
                                                                   their accounts via its
                                                                   My USAA tab in
                                                                   Facebook

                                                               •   Customers can add a
                                                                   tab to their Facebook
                                                                   page to access
                                                                   account information,
                                                                   services, and more
                                                                   from Facebook




73   © 2012 Forrester Research, Inc. Reproduction Prohibited
Commonwealth Bank’s property guide helps home
 buyers get information about the homes around them




74   © 2012 Forrester Research, Inc. Reproduction Prohibited
Next Generation Digital Financial Services



     S       Simple: Make it easy for customers to achieve their goals.

     U        Ubiquitous: Be available wherever customers want it.

     P        Personal: Tailor the experience to individual needs.

     E        Empowering: Help customers to take action.

     R       Reassuring: Offer human help when and where it’s needed.




75   © 2012 Forrester Research, Inc. Reproduction Prohibited
GEICO offers a fully personalized home page for clients
 that is different to that for prospects
                                First-time visitors




                                                               Returning visitors




     Source: GEICO website
76   © 2012 Forrester Research, Inc. Reproduction Prohibited
Backbase s’ front- and mid office solution makes
 segmentation possible (i.e student)




77   © 2012 Forrester Research, Inc. Reproduction Prohibited
Next Generation Digital Financial Services



     S       Simple: Make it easy for customers to achieve their goals.

     U        Ubiquitous: Be available wherever customers want it.

     P        Personal: Tailor the experience to individual needs.

     E        Empowering: Help customers to take action.

     R       Reassuring: Offer human help when and where it’s needed.




78   © 2012 Forrester Research, Inc. Reproduction Prohibited
Rabobank (NL) Housing Expenses Calculator




79   © 2012 Forrester Research, Inc. Reproduction Prohibited
AXA’s interactive advisor in Germany helps
 customers choose the right insurance for them




                                                               The interactive video is complemented with links to
                                                                 calculation tools, application forms and contact
                                                                                      details


80   © 2012 Forrester Research, Inc. Reproduction Prohibited
Israeli insurer, Migdal, built an iPhone app that gives
 agents easy access to sales tools and customer data




 Source: Migdal iPhone application for insurance agents

81    © 2012 Forrester Research, Inc. Reproduction Prohibited
Next Generation Digital Financial Services



     S       Simple: Make it easy for customers to achieve their goals.

     U        Ubiquitous: Be available wherever customers want it.

     P        Personal: Tailor the experience to individual needs.

     E        Empowering: Help customers to take action.

     R       Reassuring: Offer human help when and where it’s needed.




82   © 2012 Forrester Research, Inc. Reproduction Prohibited
State Farm lets customers to send a quote to an
 agent at any point in the online application process




83   © 2012 Forrester Research, Inc. Reproduction Prohibited
ABN Amro specialist communicates via VC with client




84   © 2012 Forrester Research, Inc. Reproduction Prohibited
Groupama’s iPhone app makes it easy to get in
 touch…


           Contract information                                                 No waiting time

                                                               Be called back
           Car and bike insurance
           quote


          Home care assistance


         Dental and optical
         insurance


         Car and bike insurance
         claim


         Other quotes




          Source: Groupama iPhone app
85   © 2012 Forrester Research, Inc. Reproduction Prohibited
…and even tells customers how long they will have
 to wait



                                                                  Waiting time before call back




                  Make a car or bike insurance
                  claim




                                                                                                  For a better service, please
                                                                                                  get your accident report
                                                                                                  ready, your plate number or
                                                                                                  contract reference number.
                                    Confirm call back




     Source: Groupama iPhone app

86      © 2012 Forrester Research, Inc. Reproduction Prohibited
Next Generation Digital Financial Services



     S       Simple: Make it easy for customers to achieve their goals.

     U        Ubiquitous: Be available wherever customers want it.

     P        Personal: Tailor the experience to individual needs.

     E        Empowering: Help customers to take action.

     R       Reassuring: Offer human help when and where it’s needed.




87   © 2012 Forrester Research, Inc. Reproduction Prohibited
How can Forrester help you…




© 2012 Forrester Research, Inc. Reproduction Prohibited
Our playbook framework
     FORRESTER’S PLAYBOOK FRAMEWORK




89© 2012 Forrester Research, Inc. Reproduction Prohibited
90
1) Insights into global consumers
     FORRESTER CONSUMER TECHNOGRAPHICS®


       Argentina                                                             +   Longest-running digital
       Australia                                                                 consumer study (since 1997)
       Brazil
       Canada                                                                +   330,000+ completed surveys
       China
       France                                                                +   1,400 brands
       Germany
       India                                                                 +   300 attitudes captured
       Italy
       Japan                                                                 + 6 proprietary profiles
       Mexico                                                                ____________________
       Poland
       The Netherlands                                                       =   Deep, customizable,
       Russia
       South Korea
                                                                                 trended consumer insights
       Spain
       Sweden
       United Kingdom
       United States




                                              How technology affects consumers'
                                             attitudes, behaviors, and motivations

© 2012 Forrester Research, Inc. Reproduction Prohibited                                                        91
Forrester’s M&S support
                                Business Lifecycle
    Marketing         Consumer               Interactive      eBusiness and Channel    Customer
Leadership & CMO   Product Strategy           Marketing              Strategy         Experience




   Strategy             R&D                  Marketing                 Sales          Support

                                 Product/Service Lifecycle



                                      Insights Layer
                               Customer                          Market
                              Intelligence                      Insights


     Provide Insights                                                             Provide
     & Performance                                                                Requests for
     Feedback                                                                     Information
                          Internal Insights                External Insights
The Forrester Wave TM : transparent vendor evaluations




                                                   Forrester Wave™: B2C
                                                   eCommerce Platforms, Q4 ‘10
Engage with Forrester through…
     ANALYST ADVISORY AND RESEARCH-BASED CONSULTING


                                                           One-on-one advisory sessions with Forrester
                                                            analysts to leverage their research and expertise.
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                                                            Mobile. Cloud. Whatever's next.




© 2012 Forrester Research, Inc. Reproduction Prohibited                                                          94
Spasiba & Questions




                      Auke Douwe Veenstra - Principal Analyst

                      Mob: +31 651451053
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Next generation financial services Russia dec 2012

  • 1. The Next Generation Financial Services In Russia © 2012 Forrester Research, Inc. Reproduction Prohibited Auke D. Veenstra, Principal Analyst / Dec 2012 1
  • 3. We help you make better decisions in a world where technology is radically changing your customers © 2012 Forrester Research, Inc. Reproduction Prohibited 3
  • 5. 1) Insights into global consumers FORRESTER CONSUMER TECHNOGRAPHICS® Argentina + Longest-running digital Australia consumer study (since 1997) Brazil Canada + 330,000+ completed surveys China France + 1,400 brands Germany India + 300 attitudes captured Italy Japan + 6 proprietary profiles Mexico ____________________ Poland The Netherlands = Deep, customizable, Russia South Korea trended consumer insights Spain Sweden United Kingdom United States How technology affects consumers' attitudes, behaviors, and motivations © 2012 Forrester Research, Inc. Reproduction Prohibited 5
  • 6. 2) Levels of Engagement Core research and tools Custom Peer Analyst global data collaboration engagement 6 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 7. 3) Research Based Consulting (outside-in) © 2012 Forrester Research, Inc. Reproduction Prohibited 7 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 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
  • 9. Technology matters. But at the end of the day, it’s all about people. 9 © 2010 Forrester Research, Inc. Reproduction Prohibited
  • 10. An average online Russian... 99% go online everyday Spend over 18 hours Used Internet for around online every week 4 years 94% have a 97% use Social networks connection at home 55% has a laptop Base: 1,986 Online Adults age 16-55 in Russia 10% has a tablet Source: Forrester Russian Technographics Online Benchmarks, Q3 2012 10 © 2011 Forrester Research, Inc. Reproduction Prohibited
  • 11. Younger Russians adopt Internet on par with Western Europe “How many computers (PC/Mac/laptop/netbook/Tablet) are there in your household?” “How often do you go online on a PC (including weekdays and weekends)?” PC at home - Urban Russia PC at home - EU-7 Online at least monthly- Urban Russia Online at least monthly - EU-7 100% 80% 60% 40% 20% 0% 16 - 18 19 - 20 21 - 24 25 - 29 30 - 34 35 - 39 40 - 44 45 - 49 50 - 54 55 - 59 60 - 64 65 years years years years years years years years years years years years and over Base: Adults in Urban Russia, Europe Source: Forrester Technographics Benchmarks, Q2 2011 EU and RU 11 © 2011 Forrester Research, Inc. Reproduction Prohibited
  • 12. Online Russians give preferences to local websites “Which of the following websites do you visit at least monthly?” Yandex 85% Mail.ru 83% Portals/search Google 70% Rambler 34% Yahoo 11% V Kontakte 65% Odnoklassniki 61% Social networks Facebook 37% Narod.ru 12% Twitter 9% Youtube 44% Rutube 13% Video Google Player 4% VKontakte is the top social LiveJournal 11% Blogs Blogger 3% networking site in Russia today it Blogspot 2% already has 100 million users. 28 million users visit Website the Wikipedia 39% website everyday References Google Maps 17% Lib.ru 4% /information Base: 2,000 Online Adults in Russia Source: Forrester Russian Technographics Online Benchmarks, Q3 2011 12 © 2011 Forrester Research, Inc. Reproduction Prohibited
  • 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
  • 15. Product-centric(push) to client-centric (pull).. Security Drivers The empowered customers
  • 16. People increasingly use multiple channels on a single Financial customer journey Human assistance for Self-service for interactions that . . . interactions that . . . . . . are complex. . . . are simple. . . . happen rarely. . . . happen often. . . . have high emotional . . . have low emotional involvement. involvement. Start filling in savings 1 quotation online Telephone the call centre to check 2 specific detail Complete quotation 3 and then compare Call back to check with other providers whether the savings 4 deposit is backed 5 Buy the savings product online Source: Forrester Research 16 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 17. The enablers…. Social Media Splinternet Mobile © 2012 Forrester Research, Inc. Reproduction Prohibited 17
  • 18. Social Media is mainstream has 1 billion active users 800 million 500 million visitors per accounts month, 4 billion hours watched per month hosts more than has over 6 billion 175 million has more than images members 200 million active blogs 18 © 2010 Forrester Research, Inc. Reproduction Prohibited
  • 19. Mobile is the most disruptive consumer technology trend(s) from now to 2015 60% 50% Disruptiveness Estimated use among adults, 2011-2015 (bigger is more Loyalty Social disruptive) programs networking 40% Mobile browsing 30% Smartphone Kiosks Contactless apps Geo-location payment 20% Social PFM Barcodes gaming Tablets 10% NFC Personal Digital Digital Social cloud wallets signage commerce Natural language Internet TV 0% 0% 20% 40% 60% 80% 100% Technology momentum (scale of 0% to 100%) 19 © 2010 Forrester Research, Inc. Reproduction Prohibited
  • 20. The Catalysts …. Digital Digital Smart Financial Media Wallets Home services Verticals Experiences SOFTWARE Platforms Devices HARDWARE Components
  • 21. As a result… Consumers become always addressable Spend shifts online Purchase paths expand Data becomes the new oil © 2012 Forrester Research, Inc. Reproduction Prohibited 21
  • 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
  • 23. We have entered ‘The Age of The Customer’ Source: June 2011 “Competitive Strategy In The Age Of The Customer” © 2012 Forrester Research, Inc. Reproduction Prohibited 23
  • 24. Customer obsession? A customer-obsessed company focuses its strategy, its energy, and its budget on processes that enhance knowledge of and engagement with customers © 2012 Forrester Research, Inc. Reproduction Prohibited 24
  • 25. A customer obsessed company….. From To 1. Traditional market 1. Real-time customer research insights 2. Customer service 2. Customer experience as a cost center as a differentiator 3. Inefficient channel sales 3. Agile commerce 4. Push advertising 4. Interactive content and marketing © 2012 Forrester Research, Inc. Reproduction Prohibited 25
  • 27. Challenge 1: Know Your Customer... © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 28. It pays off…. Source :http://swampland.time.com/2012/11/07 © 2012 Forrester Research, Inc. Reproduction Prohibited 28
  • 29. Reach and engage…. © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 30. Creating customized brand ecosystems for your clients Depth Reach Engagement © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 31. The new CRM is a multistage process Customer Customer Customer A B C Name Name Name Phone Phone Twitter Twitter FB Twitter Social Data Enterprise Data Opinions FB Opinions Influence Customer Opinions Data Web Data Transactions Influence Management Transactions Data Processing Dashboards Reports Consulting © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 32. Challenge 2: Always Addressable Customer © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 33. Defining the ‘Always Adressable Customer’ Multiple Devices Frequent access Own at least three Go online at least connectable devices daily Multiple Locations Go online at home and/or work, and at least one other location Source: Melissa Parrish, September 2012 “The Always Addressable Customer” © 2012 Forrester Research, Inc. Reproduction Prohibited 33
  • 34. Every age group has its Always Adressable Customers The percentage of always addressable customers by age group Netherlands 18% 16-24 50% 25-34 29% 35-44 18% 45-54 11% 55-64 7% 65+ 3% Base: All Dutch adults (age 16+); Source: European Technographics® Benchmark Survey, Q3 2012 © 2012 Forrester Research, Inc. Reproduction Prohibited 34
  • 35. The Addressability Framework Source: Melissa Parrish, September 2012 “The Always Addressable Customer” © 2012 Forrester Research, Inc. Reproduction Prohibited 35
  • 36. The Three Screen World….. 36 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 37. Tablet usage skews toward the evening compared with PCs and smartphones News Category Browsing by Time of Day and Device Type 9% 8% PC All Tablets All Smartphones 7% 6% 5% 4% 3% 2% 1% 0% 12 3 AM 6 AM 9 AM 12 3 PM 6 PM 9 PM AM PM Source: comScore Custom Analysis, August 2011 37 © 2010 Forrester Research, Inc. Reproduction Prohibited
  • 38. Challenge 3: Think Mobile…. © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 39. Your customers and employees have given you permission to be in their pocket. What will you do with that honor? © 2012 Forrester Research, Inc. Reproduction Prohibited 39
  • 40. Mainstreaming of smartphones and tablets Smartphones Tablets 70% 60% 50% 40% % of European consumers owning a device 30% 20% 10% 0% 2011 2012 2013 2014 2015 2016 Source: Forrester Research Mobile Adoption Forecast, 2011 to 2016 (Western Europe); Forrester Research © 2012 Forrester Research, Inc. Reproduction Prohibited Digital Devices Forecast, 2011 To 2016 (Europe)
  • 41. Mobile phones capture a lot of consumers’ attention and time On average, e-mail is read 48 hours after it is sent, while the average SMS is read in four minutes. The average person looks at their phone 150 times a day, or once every six-and- a-half minutes of every waking hour. Eighty-four percent keep their device within 3 metres of them at all times. Source: http://www.intomobile.com/2012/02/09/tomi-ahonen-average-users-looks-their-phone-150-times-day/; V. Bhaskaran & K. Peterson, Transforming Customer Feedback Through Mobile, at Market Research in a Mobile World Conference, Amsterdam 2012 © 2012 Forrester Research, Inc. Reproduction Prohibited 41
  • 42. Mobility: A whole new ecosystem of mobile commerce has emerged Organizer Banking Voice Payment Commerce SMS Health E-mail / MMS Ticketing Communicate Control IM / Parking chat Social Maps networks Search Create Consume Blogs Web browsing News Pictures Games Ringtones Music TV Video 42 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 43. Mobile payments may not be widely used just yet, but the interest in them presents a large opportunity “Are you interested in using, or are you already using, the following types of mobile payments?” 25% 22% 20% 16% 15% 15% 15% 14% ∆ 21% 10% ∆ 13% ∆ 13% ∆ 14% ∆ 13% Interested 5% 3% 2% Already using 1% 1% 1% 0% Unattended Person-to-person In-store payments Remote payments Payments to machine payments (using (using your (using your small traders payments (using your mobile mobile device mobile device to (using your your mobile device to pay a instead of cash or buy goods or mobile device to device to pay at a friend or family a card in a shop) services on the pay a plumber, parking machine member (not a Internet) market stall or or other type of company)) other small trader) kiosk) Base: 1,904 online Dutch adults (age 16+) who own a mobile phone; Source: European Technographics Online Financial Services Survey, Q3 2012 © 2012 Forrester Research, Inc. Reproduction Prohibited 43
  • 44. Mobile devices have unleashed a storm of innovation that will change shopping and transform payments Offers & Product coupons information Loyalty & Mobile rewards payment Source: Forrester Research 44 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 45. Commonwealth Bank of Australia’s Kaching app makes it simple to make many different payments Source: Commonwealth Bank iPhone app 45 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 46. Mobile phones as a point of sale create a new opportunity to help small traders T-Mobile US and Square partnership. Telia will use iZettle in its own shops. 46 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 47. Challenge 4: Right channeling... © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 48. Right-channelling – balance technology efficiency with human effectiveness Routine Web search & FAQs interactions Online account access Mobile account access IVR High-tech ATMs High-value Efficient Secure messaging interactions Cheap Chat and co-browsing Telephone staff Agents and branch staff High-touch Effective Expensive
  • 49. 2. An upheaval on how customers engage
  • 50. The Performance Of Bank X Relative To The Industry For Drivers Of Retention October 2012 “What Drives Retention And Sales In US Banking?”
  • 51. Banks are in the best position to deliver an experience that spans digital touchpoints Support customer desire to Find an advisor. obtain referrals. Peer recommendations Obtain and reviews recommendations from social Find branch networks. locations. View product comparisons, and Account alerts, interact with a merchant-funded banker. rewards, and Apply for products, digital wallet. accept offers, obtain application status, and communicate with a banker. Interact with financial information, obtain live help, Sign documents, and and manage complex assets. obtain application status. © 2012 Forrester Research, Inc. Reproduction Prohibited 51
  • 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
  • 53. Opening branches won’t do the trick.... 53 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 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
  • 55. Branches are just another touchpoint © 2012 Forrester Research, Inc. Reproduction Prohibited 55
  • 56. Challenge 5: Customer Experience... © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 57. Three Questions Drive Forrester’s Customer experience © 2012, Forrester Research, Inc. Reproduction Prohibited
  • 58. January 2012 “The Customer Experience Index, 2012”
  • 59. Forrester literally wrote the book on how to become client-centric Outside-In: The Power of Putting Customers at the Center of Your Business • Customer experience counts. Companies can save billions, gain loyalty, and profit from customer experience excellence. • The customer experience ecosystem. The causes of customer experience problems come from throughout the organization. • The six disciplines of customer experience. Companies must master these disciplines: strategy, customer understanding, design, measurement, governance, and culture. © 2012 Forrester Research, Inc. Reproduction Prohibited 59
  • 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”
  • 62. Aviva Engaged Cross-functional Teams To Map Customer Journeys
  • 63. Five-year stock performance 30% CXi Leaders 22.5% 20% 10% Cumulative total return 0% S&P 500 Index, -10% -1.3 -20% -30% -40% -50% CXi Laggards Source: Watermark Consulting -46.3%
  • 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
  • 65. A new generation of digital financial services is emerging that is Simple, Ubiquitous, Personal, Empowering and Reassuring. 65 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 66. Few digital financial services can match the best human agents at building customer relationships Most digital financial services today:  Fail to recognize the customer and create a personal and relevant experience.  Don’t help customers understand what to do.  Often fail to provide human help at critical moments.  Don’t empower customers to take action.  Don’t take advantage of the power of community. 66 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 67. Next Generation Digital Financial Services S Simple: Make it easy for customers to achieve their goals. U Ubiquitous: Be available wherever customers want it. P Personal: Tailor the experience to individual needs. E Empowering: Help customers to take action. R Reassuring: Offer human help when and where it’s needed. 67 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 68. Next Generation Digital Financial Services S Simple: Make it easy for customers to achieve their goals. U Ubiquitous: Be available wherever customers want it. P Personal: Tailor the experience to individual needs. E Empowering: Help customers to take action. R Reassuring: Offer human help when and where it’s needed. 68 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 69. April 2012 “Trends 2012 : European Retail Banking eBusiness And Channel Strategy” Société Générale’s iPhone App Gives Customers A Simple View Of Their Finances 69 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 70. Simple ‘s communication 70 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 71. La Caixa’s Bar Code Scanning App Makes Bill Payments Easy 71 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 72. Next Generation Digital Financial Services S Simple: Make it easy for customers to achieve their goals. U Ubiquitous: Be available wherever customers want it. P Personal: Tailor the experience to individual needs. E Empowering: Help customers to take action. R Reassuring: Offer human help when and where it’s needed. 72 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 73. USAA lets customers access and manage their accounts through Facebook • USAA lets customers access and manage their accounts via its My USAA tab in Facebook • Customers can add a tab to their Facebook page to access account information, services, and more from Facebook 73 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 74. Commonwealth Bank’s property guide helps home buyers get information about the homes around them 74 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 75. Next Generation Digital Financial Services S Simple: Make it easy for customers to achieve their goals. U Ubiquitous: Be available wherever customers want it. P Personal: Tailor the experience to individual needs. E Empowering: Help customers to take action. R Reassuring: Offer human help when and where it’s needed. 75 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 76. GEICO offers a fully personalized home page for clients that is different to that for prospects First-time visitors Returning visitors Source: GEICO website 76 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 77. Backbase s’ front- and mid office solution makes segmentation possible (i.e student) 77 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 78. Next Generation Digital Financial Services S Simple: Make it easy for customers to achieve their goals. U Ubiquitous: Be available wherever customers want it. P Personal: Tailor the experience to individual needs. E Empowering: Help customers to take action. R Reassuring: Offer human help when and where it’s needed. 78 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 79. Rabobank (NL) Housing Expenses Calculator 79 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 80. AXA’s interactive advisor in Germany helps customers choose the right insurance for them The interactive video is complemented with links to calculation tools, application forms and contact details 80 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 81. Israeli insurer, Migdal, built an iPhone app that gives agents easy access to sales tools and customer data Source: Migdal iPhone application for insurance agents 81 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 82. Next Generation Digital Financial Services S Simple: Make it easy for customers to achieve their goals. U Ubiquitous: Be available wherever customers want it. P Personal: Tailor the experience to individual needs. E Empowering: Help customers to take action. R Reassuring: Offer human help when and where it’s needed. 82 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 83. State Farm lets customers to send a quote to an agent at any point in the online application process 83 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 84. ABN Amro specialist communicates via VC with client 84 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 85. Groupama’s iPhone app makes it easy to get in touch… Contract information No waiting time Be called back Car and bike insurance quote Home care assistance Dental and optical insurance Car and bike insurance claim Other quotes Source: Groupama iPhone app 85 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 86. …and even tells customers how long they will have to wait Waiting time before call back Make a car or bike insurance claim For a better service, please get your accident report ready, your plate number or contract reference number. Confirm call back Source: Groupama iPhone app 86 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 87. Next Generation Digital Financial Services S Simple: Make it easy for customers to achieve their goals. U Ubiquitous: Be available wherever customers want it. P Personal: Tailor the experience to individual needs. E Empowering: Help customers to take action. R Reassuring: Offer human help when and where it’s needed. 87 © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 88. How can Forrester help you… © 2012 Forrester Research, Inc. Reproduction Prohibited
  • 89. Our playbook framework FORRESTER’S PLAYBOOK FRAMEWORK 89© 2012 Forrester Research, Inc. Reproduction Prohibited
  • 90. 90
  • 91. 1) Insights into global consumers FORRESTER CONSUMER TECHNOGRAPHICS® Argentina + Longest-running digital Australia consumer study (since 1997) Brazil Canada + 330,000+ completed surveys China France + 1,400 brands Germany India + 300 attitudes captured Italy Japan + 6 proprietary profiles Mexico ____________________ Poland The Netherlands = Deep, customizable, Russia South Korea trended consumer insights Spain Sweden United Kingdom United States How technology affects consumers' attitudes, behaviors, and motivations © 2012 Forrester Research, Inc. Reproduction Prohibited 91
  • 92. Forrester’s M&S support Business Lifecycle Marketing Consumer Interactive eBusiness and Channel Customer Leadership & CMO Product Strategy Marketing Strategy Experience Strategy R&D Marketing Sales Support Product/Service Lifecycle Insights Layer Customer Market Intelligence Insights Provide Insights Provide & Performance Requests for Feedback Information Internal Insights External Insights
  • 93. The Forrester Wave TM : transparent vendor evaluations Forrester Wave™: B2C eCommerce Platforms, Q4 ‘10
  • 94. Engage with Forrester through… ANALYST ADVISORY AND RESEARCH-BASED CONSULTING  One-on-one advisory sessions with Forrester analysts to leverage their research and expertise.  One- or two-day intensive workshops in which analysts use research-based best practices to enhance your team’s skill set. Analyst engagement  Research-based consulting engagements with analysts deliver the objective, action-oriented recommendations you need in a condensed timeline. Work closely with our analysts to apply their proven expertise to your big initiatives. Mobile. Cloud. Whatever's next. © 2012 Forrester Research, Inc. Reproduction Prohibited 94
  • 95. Spasiba & Questions Auke Douwe Veenstra - Principal Analyst Mob: +31 651451053 Mail: adveenstra@forrester.com Blog: Auke 's Blog posts Twittter:@aukedouwe www.forrester.com © 2012 Forrester Research, Inc. Reproduction Prohibited 95