The presentation covers 10 trends that are changing the face of financial services, with the slides looking at evolving consumer behavior and the brands or start-ups that are looking to leverage those changes.
2. Who are Bohemia Group?
Bohemia is a new model, multidisciplinary marketing communications group that marries the art of strategy
with the science of media and direct response.
We do this through a deeper understanding of behaviour and what it takes to change it.
Whether it's winning new customers or driving existing customers to buy more, we design and implement
communication programs focused on delivering profitable and measurable behavioural outcomes for our
clients.
Behavioural change is achieved by harnessing the most powerful agents of change, client owned assets.
Our clients staff, customers, physical assets, digital assets and growing sources of associated data are at
the heart of every solution.
We focus here first because owned assets are the most influential channels in the marketing
mix and often overlooked by traditional media agencies. We then leverage a growing
number of paid communication channels to accelerate this behavioural change.
We venture further into the commerce of our clients business to integrate customer
and sales data with the growing sources of behavioural data produced from the new
communications landscape. This allows us to link our remuneration directly to
delivery of desired behavioural outcomes.
3. An Introduction
Over the coming slides you’ll find a
number of growing trends that have,
or are in some way influencing the
future of the financial industry. Not
every trend will change the way we
behave, in some cases the ideas
presented may actually reaffirm the
an existing behavior and as a result
slowly disappear into the annals of
internet history. In any case we hope
that what we share provokes thought,
inspires imagination or serves as a
resource of innovation from around
the world.
Warm Regards
Bohemia Group
4. 10 trends changing the face of
financial services
1. Embedded Generosity 6. Social Settlements
2. Butlered Banking 7. Identity
3. Pervasive Payments 8. Cash Cloud
4. Fin-formation 9. Crowd Financing
5. Perkanomics 10. Visible Banking
5. A resurgence in societal values
has forced businesses to think
about how they embrace the
notion of ‘generosity’.
Historically slow to adapt
financial institutions are starting
to grasp the importance of
conscious capitalism and value
add for consumers looking to
support change.
EMBEDDED GENEROSITY
6. Frictionless giving via ATM
UK ATM operator LINK announced that UK
banks, building societies and cash machine
operators had come to a unanimous
decision to incorporate charity donations
directly into the cash withdrawal process
creating a frictionless giving process. The
scheme will accept almost all cards issued
by UK banks and donations can be made
ranging from GBP 0.10 to GBP 10. The
scheme is planned to roll out through 2012.
7. Give Pennies at purchase
UK based Pennies, billed as an ”electronic
charity box", aims to provide a simple
mechanism for people to donate between 1
and 99 pence to partner UK charities.
Launched with the support of Domino's
Pizza, Pennies gives shoppers the option to
make a micro donation when they pay by
debit card, credit card or electronically.
Using the service simply involves tapping a
single button on the Chip or PIN terminal in-
store, or thought one click when shopping
online. 100% of every donation is passed on
with 75% of donated funds going directly to
the retailers nominated charity and the
remainder helping children, the elderly, the
sick or disabled.
8. As time and consideration
continue to be eroded pragmatic
consumers are increasingly
looking to brands or service
providers to provide an increased
level of convenience and service
in exchange for their hard earnt
money and precious attention
BUTLERED BANKING
9. Umbrella banking with Simple
New York-based Simple aims to make
banking simple through “human” customer
service, plain English policies and full
disclosure and transparency around fees.
S i m p l e w i l l o ff e r a r a n g e fi n a n c i a l
management tools and services, as well as
debit/credit cards and cheque-ing accounts,
but it will not handle cash directly, instead
opting to partner with "back-end" banks to
handle the nitty-gritty details, leaving the
company itself free to focus on customer
service. Because it enjoys the partnership of
multiple banks Simple can also juggle its
customers' money accordingly for the best
rates.
10. Visa curates location based offers
Visa is launching its own location based
discount service as it looks to capitalise on a
shoppers physical presence in order to
share timely and relevant deals to its
customers. However where competitors
products require a ‘check-in’ Visa is
experimenting with SMS with offers sent to
users who opt into the new program. In its
initial phase, clothing retailer The Gap is
partnering with Visa with discounts being
sent to consumers in predefined zip codes
and demographics after qualifying
transactions are made with their Visa cards.
11. With smar t phone usage
beginning to tip toward the
majority consumers are hungry
for financial utilities that better
fit with their mobile life.
PERVASIVE PAYMENTS
12. Visual Pay by Denske Bank
Danish based Danske Bank launched a free
visual pay mobile app that allows its
customers to simply snap a picture of their
utility bill and instantly click to pay. The app
is available across iOS and Android devices
and is perfect for busy professionals who
want to manage their admin whenever is
most convenient.
13. Track & pay bills anywhere with PageOnce
Everyone has bills to pay and managing all
those bills isn’t an easy task. My Bill Pay by
Pageonce has built a solution that lets you
aggregate all your bills in one simple, secure
place. Payments can then be made via
mobile bill pay anywhere anytime. Control
your mortgage, rent, babysitter, power,
electric, water, gas, utilities, garbage, cell
phones, telephone, cable, satellite, internet,
insurance, car loans, student loans, home
loans, TV, credit cards, education fees,
membership fees and many more bills on
the go and at your conveniance.
14. As the abundance of information
continues to grow businesses
and consumers are looking for
ways to access, order and find
meaning in their personal
stream of financial data.
FIN-FORMATION
15. Money Visualized with Money Dashboard
Money Dashboard is a personal finance tool
that links with consumers existing online
transaction accounts and credit cards. The
service helps to aggregate all of an
individuals spending in one place helping
them to understand their habits and
behaviors in more depth. Users’ dashboards
show the latest transactions, while
budgeting controls helps guide consumers
toward improved financial health.
16. Staying financially fit with Mint
Mint makes personal finance a breeze
combining all of you bank accounts, credit
cards, spending habits and transactional
data in a single multi platform experience.
Users can instantly see the breakdown of
their monthly spend, set saving goals,
manage budgets and visualise their financial
health in real time.
17. As exceptional service continues
to become expected brands are
looking at ways to provide perks
and privileges to their most
valuable or influential customers.
PERKANOMICS
18. Citi Bank says ThankYou
Citi launched a free app in conjunction with
American Big Box retailer Best Buy called
‘Citi ThankYou Rewards’. The app allows
cardholders to purchase items at Best Buy
using points they've accrued from Citi's
ThankYou Rewards program; a system
which awards points when cardholders
make purchases or perform other banking-
related tasks. Customers simply scan the
barcode of any Best Buy item they wish to
purchase or choose the items online. The
app displays how many points are needed
for each item, and then takes the user
through the checkout process. Once the
transaction has been completed, items can
be picked up in-store.
19. AMEX rewards its non-direct customers
American Express have launched a deals
portal called "American Express Connect" as
a way to connect with their many non direct
customers using bank issued AMEX cards.
Each day member offers are released
including 70% off Samsung Galaxy Tablets
and 55% Kitchen Aid Artisan Mixers, which
are only available to AMEX users who
register their details with the program. Once
registered members receive ongoing
updates on not only the AMEX Connect
offers but other member benefits.
20. With the promise of a cashless
society comes the need for finance
to be socialized. Restaurant bills
and bar tabs can now be settled
on the spot, amongst friends
without the need for cash or IOY’s!
SOCIAL SETTLEMENTS
21. Split bills with Paydivvy
PayDivvy is a social bill payment web and
mobile service from California. The service
enables US customers to split, send or pay
personal or group bills all from a single
source. The social element makes it easier
to collect money from friends and
acquaintances, both of which can be added
together within the ‘group’ functionality.
PayDivvy provides bank-level security, with
its customers’ funds insured by the
gover nment owned Federal Deposit
Insurance Corporation. The service only
charges users a fee of 3.5% when they
make ‘Instant Payments’ with their debit or
credit card.
22. Fire friends cash on Facebook
The Commonwealth Bank of Australia
recently released an innovative mobile
payments application called Kaching.
Kaching lets you pay any friend, family
member, work colleague and more without
needing to know their bank details. Simply
select their mobile number from your
contacts, add their email address or even
use your Facebook friend list to send money
or settle a bill.
23. As the conversation around your
virtual identity continues to
rumble on the need for a verified
profile only increases in
importance. Given the
penetration of online banking
financial institutions are well
placed to take advantage of this
growing trend.
IDENTITY
24. Me authenticated with MiiCard
Set for launch in 2011, UK based miiCard’s
• l
goal is to solve the conundrum of online
identification. Traditionally when an identity
needs to be verified a consumer will need to
physically provide authentication thereby
removing the convenience of the online
channel. The miiCard lets consumers skip
offline identity verification by providing a
third party validated identity to vendor
websites. Consumers sign up for the miiCard
and provide multiple identity points to
increase their “level of assurance” opening
up more vendor/service options online.
25. Face Pay with FaceCash
FaceCash, a mobile payment platform
launched by one of Facebook's founders,
allows consumers to pay for goods and
services via their mobile at the register. The
transaction is done via a free app that
operates like a funded debit or cash card.
FaceCash's security features include a photo
of the user appearing on the merchant's
monitor at the time of purchase.
26. With convenience and access
driving financial sentiment and
behavior consumers’ are finally
beginning to warm to the long
touted utopia of a cashless society.
CASH CLOUD
27. Pay with Square
Pay with Square is a mobile app from
Square, Inc that allows users to pay at
participating merchants without ever
needing to take their credit card out of their
wallet. When you are ready to pay your
name and photo will appear on the cash
register where the cashier confirms its you to
complete the sale. Currently around 75,000
US merchants allow customer to pay with
square.
28. Loyalty in the cloud with Paycloud
Launched by US based gift and loyalty
programs operator Sparkbase Paycloud
Mobile Wallet is a free app for shoppers in
the Chicago area. Available for iPhone and
Android devices, the app enables customers
to track loyalty account status, redeem
coupons and check-in, simply by scanning
their smartphone at the counters of
participating merchants.
29. As consumer opinion and distrust
of financial institutions continues
to plague the sector consumers
are looking for alternative ways to
access traditional financial
products or services.
CROWD FINANCE
30. Friendsurance
friendsurance is a German initiative that lets
an individual set up insurance through a
group of friends. Individuals set up a
community of up to 15 people who can help
cover a claim in the case of an accident.
These friends can be pulled in from a user's
Facebook account, and, once they have
become a member, can provide between
EUR 30-50 to help. When a claim exceeds
the amount the group can provide,
friendsurance will then cover the rest. The
'social insurance' model means that many
small claims can be handled without the
need for involvement from friendsurance
itself, as well as supposedly reducing
fraudulent activity.
31. Civilized Money
In late 2011 CivilisedMoney began to crowd-
source funds so it could launch as a P2P
financial services provider. Based in the UK,
it will offer an ethical and transparent
alternative to traditional banks. By removing
the middlemen (banks) the company will
allow users to transact, lend, borrow and
i n v e s t d i r e c t l y w i t h e a c h o t h e r.
CivilisedMoney will take a 5% fee of funds
secured through its products and will be fully
regulated with regards to risk and
compliance.
32. The ubiquity of reviews, opinions and
experiences means that no financial
product or service can maintain a
veil of secrecy for long. As a result
financial institutions are beginning to
embrace a more transparent and
inclusive form of banking practice.
VISIBLE BANKING
33. Feedback on Finance with CIBC
Canadian bank CIBC have taken the brave
step of introducing consumer reviews
around their key product lines. Consumers
have license to share exactly what they like
or dislike about a product as well as rating it
against a series of pre-defined criteria. As
of mid 2011, 83% of reviews were positive.
34. Field tested with First Direct Labs
The ‘first direct Lab’ is a community driven
innovation environment. Emerging banking
products are field tested and fed back on
before wide spread release. This increased
level of transparency and openness between
first direct and its customers ensures that the
end users are getting the features they want
as opposed to what the bank thinks they
want.
35. Lets talk
Want to talk to one of the Bohemians? Our kettle is always on so please feel free to drop by,
pick up the phone or send us an email or tweet.
Fresh tea always available at 72 Christie St, St Leonard’s, NSW, Australia, or get in touch with;
Brett Dawson
Managing Partner
Email : brettd@bohemiagroup.com.au
Mobile : 0402 848 556
Direct : 02 9277 1235
James Collier
Digital Director & Partner
Email : jamesc@bohemiagroup.com.au
Mobile : 0466 211 976
Direct : 02 9237 6374
