3. 3
About IBIS Management Associates Inc.
Operational Excellence & Best in Breed!
A trusted advisor to the Financial Industry (Central, Commercial & Offshore Banks, Credit
Unions & other FI's Developers of best in class banking technology solutions for Operational
Excellence.
• Every month, billions of dollars flow securely through our proprietary systems
• Proven solutions. Clients in more than 20 countries
• Experts in Operational Excellence: Payment Processing, SWIFT, Financial & Regulatory
Compliance and Trusted Identities & Secured Transactions
• State-of-the-art Online Banking: Internet Banking & Mobile Banking
• Back office efficiency gains improve by 600%
• More than double the profitability of your operations in under three months
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Our Services
Next to our solutions we offer the following services & more
Regulatory Reporting automation/
consulting/ advisory project
management
Back Office Automation
Bank System Integration
Business Process Review/
Redesign Payment Optimization
Scan
SWIFT Onboarding, SWIFT Basics
& SWIFT Standards Training
Post-Implementation Change
Management - PICME
Internet & Mobile Banking project
implementation
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GLOBAL BANKING TRENDS
2020 – 2025
NOTE: THE ABOVE MENTIONED GLOBAL BANKING TRENDS DO COME WITH RISK & CHALLENGES LIKE
FOR EXAMPLE CYBER SECURITY & FRAUD, REGULATORY RULES & AML COMPLIANCE!
DECLINE IN CARD & CASH USAGE
EUROPAY, MASTERCARD & VISA
BLOCKCHAIN INITIATIVES
SOFTWARE/PLATFORM AS A SERVICE
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Technology Trends
Internet of Things (IoT)
Full Penetration of
Smartphones & Tablets
Convergence
Ecplosion of Cloud
Services
Evolving Customer Behavior
Digital Usage crossing generations
Mobile Internet use increasing
Digital culture spreading worldwide
across industries
Emerging Markets increasingly
adopt Mobile Banking
Changing Branch Networks
Branches activity decreasing
Less traffic than on Mobile
Fewer but bigger branches integrated in
the customer experience embedded
with digital (flagship showroom)
Future Digital Transformation
Operating agility & Cultural changes
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13
Impresario Slides
Internet Banking
It implies a service that allows the customers to conduct the
financial transactions electronically, with the use
of internet. It’s an electronic payment system that enables
customers of a bank or other financial institution to conduct a
range of financial transactions through the financial institution's
website.
Mobile Banking
This refers to the use of a smartphone or other cellular device
to perform online banking tasks while away from your home
computer, such as monitoring account balances, transferring
funds between accounts, bill payment and locating an ATM.
What is Digital Banking?
NEW UNDERSTANDING OF BANKING!
Omni-Channel Banking
Is about ensuring customers have a consistent experience of
the bank products and services irrespective of the channel
they use, as well as ensuring channel integration and
seamless customer transitions between channels.
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Three (3) typical Digital Approaches
Research done shows us…….
Digital = a Project
• Project-by-project basis
• Pilots and gradual deployments
• Long term Planning
Digital = a Business
• Clear Long-term vision with client-
centric focus and open innovation
• Cross-functional teams mixing IT,
distribution and Marketing
• Test and Learn approach: options
tested in in big bang with full
deployment
• Flexible and agile execution, with
twice yearly reviews
• Abundant internal communication
Digital = a Core Value
• Pure digital business model
• Use subsidiaries to accelerate digital
• Pure-player model that accelerates
learning for digital transformation
• Dissemination of digital in the
company, culture and innovation
• Dedicated “lean” IT
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21
Impresario Slides
OPEN
EVERYONE CAN
LAUNCH SERVICES
QUICKLY AND WITH
LIMITED
RESOURCES FREE
PRICE TENDS TO BE
ZERO AS
EXPANSION AND
SCALE COST
ALMOST NOTHING HYPERACTIV
ESUCCESFUL
PRODUCT OR
TECHNOLOGY BE
COPIED BY ALL
PLAYERS
IMMEDIATELY
PORTABL
EUSERS CHANGE
HABITS AND
SERVICE
PROVIDORS OFTEN
AND WITHOUT
BARRIERS
Challenges of Digital
Markets
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SYSTEM THINKING
- COMPLEX BUSIINESS
DECISIONS
- ALL INITIATIVES LINKED TO
GOAL
PRODUCT STRATEGY
- VISION OF FUTURE PRODUCT
- CONSISTENT DEVELOPMENT
PLAN
- OPENNESS TO INNOVATION
PROGRESSIVE
CULTURE- PASSION TO CREATE NEW
VALUE
- ENTREPRENEURSHIP
ENVIRONMENT
COMPANY COMPETENCES
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01
02
03 IT AGILITY
Element Three
ORGANIZATIONAL
TRANSFORMATION
Element Two
CUSTOMER
EXPERIENCE
Element One
CULTURAL
TRANSFORMATION
Element Four
04
Circle Process
Shift from Product-centric to Client-centric point of view
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24
Impresario Slides
First Step
DEFINE & ADOPT/ACCELERATE
STRATEGY:
1) CORPORATE STRATEGY
2) BUSINESS STRATEGY
3) ENTERPRISE DIGITAL STRATEGY
Second Step
DECIDE ON
TECHNOLOGY
ARCHITECTURE
Third Step
INTEGRATION &
CONFIGURATION
Fifth Step
ADOPTION
Fourth Step
SECURITY
APPLICATION
DATA
INFRA
CONNECTIVITY
Digital Banking Strategy
Roadmap
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The best way
To predict the
Future is to
create
it .”
— Peter Drucker
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Online Banking
Wire Transfer Outgoing SWIFT
Alchemy PPS
Entry Verify Authorize
98% Straight Through No Manual Intervention
Compliance Screening
Process example.....
LBTR/ RTGS SWIFT
MT103 & MT202
MT950 Statements
Mobile Banking
Wire Transfer
Core Banking System
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01
02
03 IT AGILITY
Element Three
ORGANIZATIONAL
TRANSFORMATION
Element Two
CUSTOMER
EXPERIENCE
Element One
CULTURAL
TRANSFORMATION
Element Four
04
Circle Process
Shift from Product-centric to Client-centric point of view
MUCHAS GRACIAS ALAN POR TU PRESENTACION AGRADABLE DEL EQUIPO DE IBIS MANAGEMENT.
A CONTINUACION, BANCA DIGITAL O/Y DIGITALIZACION
I BELIEVE WE ALL KNOW WHO STEVE JOBS IS AND WHAT HE STANDS FOR OR WHAT HIS NAME REPRESENTS.
LET’S LOOK AHEAD AND WELCOME ALL UPCOMING AND REQUIRED CHANGES AS THEY ONLY CREATE BUSINESS OPPORTUNITIES FOR US.
BEFORE WE GET DIRECTLY INTO THE 1ST TOPIC OF THIS MORNING WE WILL JUST REFLECT ON WHERE IT STEMS FROM AND WHAT THE CURRENT AND FUTURE DEVELOPMENTS ARE WITHIN THE FINANCIAL INDUSTRY.
AI = ARTIFICIAL INTELLIGENCE (SIMULATION OF INTELLIGENT COMPUTER BEHAVIOR OR IMITATIONS OF INTELLIGENT HUMAN BEHAVIOR)
Payments: Globally, payments represent up to a third of banking revenue and are particularly important in a low-rate environment. By 2020 card and cash usage will decline rapidly as digital payment methods become more practical and mainstream. EMV (Europay, Mastercard, and Visa), NFC (near field communication), cryptocurrencies, and tokenization will grow and then dominate convenient payment methods for consumers.
Technology: Physical branches will still play an important role in fulfilling the credit union mission in 2025, but there will be an increased emphasis on delivering service excellence via digital interactions. According to the Pew Research Center, nearly 64% of American adults own a smartphone, and this number will continue
NOTE: THE ABOVE MENTIONED GLOBAL BANKING TRENDS DO COME WITH RISK & CHALLENGES LIKE FOR EXAMPLE CYBER SECURITY & FRAUD (INTERNAL & EXTERNAL), REGULATORY RULES (BANCO CENTRAL Y LA SUPERINTENDENCIA) & AML COMPLIANCE (BY CORRESPONDENT BANKS)!
Cyber Security not only for Online Banking (Internet & Mobile) but Online Payments like Cards We will see an even sharper rise in CNP fraud as EMV cards.
New CNP (Card Not Present) fraud tools are needed until tokenization becomes readily available Utilizing the Security Platform for IB to cover CNP fraud by means of (Mobile) Transaction Verification
Fraud shift driven by EMV adoption by the rise of CNP fraud (Europe: SecurePay)
DERIVED FROM THE ONGOING AND FUTURE GLOBAL TRENDS IS “DIGITALIZATION”, WHICH IN ESSENCE IS AND/OR REQUIRES DIGITAL TRANSFORMATION.
TRANSFORMATION IN THE OPERATIONS AND ENTIRE CULTURE OF THE INSTITUTION WHERE NOW YOU WOULD HAVE TO FOLLOW THE TECHNOLOGY TRENDS CONSISTING OF ………………
TAKE NOTICE OF THE EVOLVING CUSTOMER BEHAVIOR ON……………..
FOCUS ON THE CHANGE OF BRANC NETWORKS BASED ON……………..
LOOKING AT THE TRENDS RESULTING IN DIGITAL TRANSFORMATION THE MOST OBVIOUS AND SPEAKING ONE IS “DIGITAL BANKING”, FROM A CUSTOMER’S PERSPECTIVE AND BASED ON ADDED VALUE FOR THE BUSINESS
WHO CAN TELL ME WHAT DIGITAL BANKING IS FOR YOU??? (2-3 DIFFERENT RESPONDERS FROM AUDIENCE) DIGITAL BANKING OFTEN REFERRED TO AS ONLINE BANKING IS AN INCORRECT STATEMENT, AS IT IS SO MUCH MORE THAN JUST ONLINE BANKING. INTERNET BANKING AND MOBILE BANKING CAN BE REFERENCED TO AS ONLINE BANKING, WHICH THEN COVERS BOTH PRODUCTS/SERVICES.
INTERNET BANKING
It implies a service that allows the customers to conduct the financial transactions electronically, with the use of internet.
MOBILE BANKING
refers to the use of a smartphone or other cellular device to perform online banking tasks while away from your home computer, such as monitoring account balances, transferring funds between accounts, bill payment and locating an ATM
OMNI-CHANNEL BANKING
Is about ensuring customers have a consistent experience of the bank products and services irrespective of the channel they use, as well as ensuring channel integration and seamless customer transitions between channels.
DIGITAL BANKING IS NOT JUST INTERNET, MOBILE OR OMNI-CHANNEL BANKING. IT’S A COMPLETE NEW APPROACH TO AND UNDERSTANDING OF BANKING.
ARE YOU THERE YET? DO YOU HAVE THAT NEW UNDERSTANDING OF BANKING?
WITH THE NEW UNDERSTANDING OF BANKING WE NEED TO UNDERSTAND THE PHENOMENOM OF THE INTERNET OF THINGS (IoT)
AS YOU CAN SEE THE IoT SIMPLY SAID ANY PHYSICAL DEVICE, VEHICLES, HOME APPLIANCES AND OTHER ITEMS EMBEDEED WITH ELECTRONICS, SOFTWARE, SENSORS ETC AND CONNECTIVITY WHICH ENABLED THESE OBJECTS TO CONNECT AND EXCHANGE DATA.
NOWADAYS THIS IS BASICALLY ANYTHING WITH AN ON/OFF SWITCH
THE IoT FROM A BANK’S PERSPECTIVE IS ANYTHING WITH AN ON/OFF SWITCH AQCUIRED AND/OR USED BY YOUR CUSTOMERS WHICH ENABLES YOU TO GET INFORMATION/DATA FROM.
A CLASSIC EXAMPLE WHICH WE ALL HAVE BEEN EXPOSED TO IS WHEN YOU ARE SOMEWHERE (AIRPORT, HOTEL, RESTAURANT ETC) AND YOU WOULD LIKE TO USE THE FREE WIFI. WHAT HAPPENS THAT IS A TYPICAL ACTION/TRICK OF THE IoT?
ANSWER:
YOU GET FREE WIFI ONES YOU EITHER;
REGISTER YOUR PERSONAL DETAILS (NAME, ADDRESS, EMAIL ADDRESS, SOMETIMES EVEN AGE, GENDER AND COUNTRY)
REGISTER WITH YOUR SOCIAL MEDIA (FB, IG OR TWITTER) OR WITH GOOGLE ACCOUNT/EMAIL
OBTAIN ACCESS BY DOWNLOADING AN APP OR WATCH A FREE AD
AGAIN WE COULD NOW CLEARLY CONCLUDE THAT DIGITAL BANKING IS WAY MORE THAN JUST THE TRADITIONAL ONLINE BANKING THAT WE KNOW OR JUST THE OMNI-CHANNEL BANKING, WHICH IN FACT IS THE MAJOR PLAYER WITHIN DIGITAL BANKING.
DIGITAL BANKING DRIVES ON 4 PILLERS OF IMPORTANCE, BEING 1) CUSTOMER EXPERIENCE, 2) CONTENT, 3) DATA & ANALYTICS AND 4) THE OMNI CHANNEL. WHO CAN TELL ME WICH ONE IS THE MOST IMPORTANT PILLAR AND WHICH ONE THE LEAST IMPORTANT PILLAR?
Wait for answer; WHY?
ALL ARE EQUALLY IMPORTANT AND INTERDEPENDANT OF EACH OTHER
I will explain what an Omni-Channel environment looks like and the relationship between the previously mentioned digital banking pillars; Experience – Content – Data & Analysis with some live examples and scenarios
TYPICAL OMNICHANNEL ENVIRONMENT FROM A CUSTOMER EXPERIENCE PERPSECTIVE
THIS IS WHAT YOUR CUSTOMERS WANT AND EXPECT
The groups that see Digital as a Business and Digital as a Core Value demonstrate future trends in Digital Banking AND are the most committed to Digital Strategy.
They have a structured approach to Digital, with an understanding of how branch networks are evolving in an omni-channel world.
These banks use a solution-driven “test-and-learn” approach and close collaboration with other units, such as IT and Marketing.
Here the bank’s mindset is client-first and these is an understanding of the need for investment in technology platforms.
OPEN = EVERYONE CAN LAUNCH SERVICES QUICKLY AND WITH LIMITED RESOURCES
FREE = PRICE TENDS TO BE ZERO AS EXPANSION AND SCALE COST ALMOST NOTHING
HYPERACTIVE = SUCCESFUL PRODUCT OR TECHNOLOGY BE COPIED BY ALL PLAYERS IMMEDIATELY
PORTABLE = USERS CHANGE HABITS AND SERVICE PROVIDORS OFTEN AND WITHOUT BARRIERS
HOWEVER, OTHER THAN JUST THOSE DIFFERENT ELEMENTS IT REQUIRES SOMETHING ELSE ON A BEHAVIORAL LEVEL, WAY OF THINKING…………JUST A COMPLETE DIFFERENT COMPANY CULTURE.
THIS REQUIRES SOME OTHER OR NOT UTILIZED COMPETENCES LIKE
THIS WILL REQUIRE PEOPLE ENGAGEMENT (KEY CHALLENGE) MINSET CHANGE = FORWARD THINKING, EMPIRICAL (USING/KNOSING WHAT YOU OFFER/SELL), OPENNESS
ROADMAP & PROJECT PLAN THIS WILL REQUIRE PEOPLE ENGAGEMENT (KEY CHALLENGE) MINSET CHANGE = FORWARD THINKING, EMPIRICAL (USING/KNOSING WHAT YOU OFFER/SELL), OPENNESS
OK…… NOW IF WE TAKE STEVE JOBS STATEMENT TO HEART, WHAT IS ACTUALLY MEANT BY CUSTOMER EXPERIENCE?
NOW I’M GOING TO REVEAL THE SECRET BEHIND IT AND PROVIDE YOU WITH SOME UNPAID (GRATIS) GUIDANCE ON HOW TO APPLY BEST IN BREED/BEST PRACTICEINTEGRATION AND TECHNOLOGY TO CREATE THAT DIGITAL, REALTIME, STRAIGHT THROUGH OMNI-CHANNEL CUSTOMER EXPERIENCE YOU ALL NEED!
COMMERCIAL BANKS ARE ALREADY ORGANIZING THEMSELVES AS SUCH
AS PREVIOUSLY DISCUSSED, DIGITALIZATION REQUIRES HIGHER SECURITY, MULTI FACTOR AUTHENTICATION AND TRANSACTION VERIFICATION ON THE SAME LEVEL; DIGITAL = ONLINE/MOBILE
DIGITAL PAYMENTS EXECUTED STP/REALTIME WITHIN OR UNDER 2 MINUTES ARE SECURED BY THE ENTRUST IDENTITYGUARD MULTI-FACTOR AUTHENTICATION PLATFORM ONE OF IBIS MANAGEMENT’S PRODUCTS AS CARIBBEAN REPRESENTATIVE FOR ENTRUST SOLUTIONS
As customers become increasingly comfortable with technology, they are interacting with banks in multiple ways.
They expect to be treated as individuals and according to their preferences.
For banks, the time is now to take advantage of the wealth of customer information available.
As the world becomes even more digital, capitalizing on technology will make the difference – digital banks are here.
IN CONCLUSION WE KNOW NOW THAT IT TAKES A PROPER ORGANIZED, AUTOMATED AND FULLY INTEGRATED BACK OFFICE TO PROVIDE STP & REALTIME TO CREATE THAT REAL DIGITAL EXPERIENCE.
A DIGITAL BANK OFFERS NICE SLEEK ONLINE PRODUCTS VIA MOBILE AND/OR INTERNET BUT THERE IS SO MUCH MORE TO THAT LIKE……
DATA & ANALYTICS ARE IMPORTANT FACTORS WITH THE DIGITAL TRANSFORMATION.
IF WE MEASURE AND TAKE NOTE OF THE REPORTS WE SHOULD NOTICEABLY BENEFIT FROM THE DIGITALIZATION AS………
HOWEVER ONLY DEDICATED AND PROPER DATA MANAGEMENT PER PILLAR AND OF THE 4 PILLARS OF DIGITAL BANKING WOULD PROVIDE THE INFORMATION TO BE IN THE KNOW AND TO KEEP BENEFITTING FROM WHAT IT DRIVES
THIS WILL REQUIRE PEOPLE ENGAGEMENT (KEY CHALLENGE) MINSET CHANGE = FORWARD THINKING, EMPIRICAL (USING/KNOSING WHAT YOU OFFER/SELL), OPENNESS
