5. â¸Update alternative shops or websites where you
could buy the same products more cheaply.
â¸It could suggest which account to use for a
transaction based on how much money you have.
â¸Or it could even point out that it is a week until
payday.
â¸
â¸
payday.
â¸Beacon technology which can alert staff when a
disabled customer enters the branch, so staff know
more about their specific needs immediately.
7. â¸Cross-selling financial services âPrime
customers' interests and create awareness before
having that conversation.
â¸Customer experience âCustomer engagement
with both bank employees and interactive media.
â¸Drive-through banking âToday's digital
â¸
â¸Drive-through banking âToday's digital
signage can be easily placed outdoors, providing a
reliable, dynamic way to keep drive-through
customers informed.
11. ⸠Developing Internet and mobile technologies provide innumerable
service innovations for consumers.
⸠Diversifying services are increasingly important for companies trying
to create a competitive advantage in the market, retain their
customer base, and cut costs (Laukkanen, 2016).
⸠The banking sector has followed the recent trends in mobile
communications by adopting wireless banking applications for
â¸
communications by adopting wireless banking applications for
financial transactions and bank account management (Luarn and Lin
2005, Zhou et al. 2010)
⸠As the newest delivery channel established by retail and
microfinance banks in many developed and developing countries,
m-banking is likely to have significant effects on the market (Safeena
et al., 2012)
13. ⸠Branchless banking is another way of providing high quality
banking services to customers with the use of the next-
generation ATMs (Kurila et al., 2016)
⸠Branchless banking were introduced in 2013 by Citibank as
âCitibank Express Machinesâ, and provide nearly all the
services of a conventional bank branch (Holley 2013)
â¸â¸ The next-generation ATMs are the forerunners of the smart
banking industry
⸠Offer almost all of the banking services without physically
visiting a branch and without requiring any special mobile
devices and Internet access
16. Mobile Banking in Indonesia
Survey result from MEF, Global association for mobile content and commerce
source : https://dailysocial.id/post/mobile-
17. How Will IT Change the Way We Do
Banking in 2025?
Service
Improving
Consumer
ExperienceExperience
Direct Payment
Better
Communications
24. Bank Services
Smart-watches In-car apps
Using voice functionality, drivers can
check their account balance and
transfer funds, as well as locating
nearby branches and ATMs.
28. Evolution of Data Processing
- The Speed of data transfer
- The lower Cost
Main IssueMain Issue
- Personal Financial Management
- Sending of highly tailored alerts and advice directly to the
customer
Types of ServicesTypes of Services
32. Designed to deliver continuous content based on the precise location of a customer within a
branch, allowing for highly relevant messaging or special offers on products to be sent to
smartphone users at the exact time and place they are most useful.
How it works?How it works?
iBeacon Technology
Customers must first install the mobile app of the bank they are visiting and opt-in for
personalized promotional alerts. By providing the bank access, the bank could track activities
performed both online and in the branch in the past to customize both mobile and in-person
communication the moment they step inside the branch.
How it works in Banking?How it works in Banking?
35. Why Payments Industry is Attractive to
Disrupters?
⸠It is a massive industry, with $26 trillion in global transactions
and billions of dollars in fees.
⸠Ineffiiencies abound in almost every step of the
processâlegacy architecture and decades-old protocols
â¸
â¸
processâlegacy architecture and decades-old protocols
create delays, risks, and headaches.
⸠Customers cherish convenience, so any solution enhancing
this attribute without much additional cost will be favorably
received.
55. Main Issue
⢠Customers are looking for more services
⢠Communicating with customer is the key
to successto success
Types of service
⢠More personal customer service
⢠Solve problems on real-time basis
56. Better Communications
For banks,
having a
Being able to
have a
Creating
genuinely
trusteddialogue with
their customer
base has never
been so
important
conversation,
anywhere and at
any time, is
something that
is now taken for
granted
trusted
customer
relationships
will continue to
be a bigger
challenge for all
businesses
57.
58. âAny time a customer comes to
contact with any aspect of acontact with any aspect of a
business, is an opportunity to form
an impressionâ
Jan Carlzon, CEO Scandinavian Airlines System Group
59. What Customers Want
ConvenienceConvenience
Banking users
value the ability to
solve problems on
real-time basis
Banking users
value the ability to
solve problems on
real-time basis
Keep the personal
touch alive while
using remote self-
service channels
Keep the personal
touch alive while
using remote self-
service channels
Customers are
looking for more
services
Customers are
looking for more
services
63. â¸Embracing social media
âŤCompanyâs Twitter account can
tweet back to the customer with a
custom link that works only for that
customer.
⢠Video Chatting⢠Video Chatting
â A face-to-face video
banking with a branch
manager, relationship
manager or with a centralized
executive
â Video monitors on some of
their ATMs
64. Opportunity & Threat
Opportunity
â¸Technology
â¸High efficiency of time & money
â¸Simplify the customer
experience
â¸
Threat
â¸Non-financial services firms
entering banking and payments
with innovative products,
respected brands, and massive
â¸
â¸
â¸Simplify the customer
experience
â¸Consumers need and want
financial advice
â¸Communities of interest
â¸New Markets
â¸Demographics
respected brands, and massive
customer bases (esp. Tech-firms)
â¸More complexity of bankâs
operation environment
â¸Regulations
â¸Digital banking has not been
tested during recession