1.
3 MAY 2012, RETAIL DEPOSITS CONFERENCE, WESTIN, SYDNEY

2.
ONE DEVICE: ONE PURPOSE
TELEPHONY (100%)

3.
ONE DEVICE: NOW MULTI-PURPOSE
WEB & SEARCH (12%) GAMING & SOCIAL (47%)
10 Mins 40 Mins
TELEPHONY (32%)
27 Mins
MAIL (9%)
7 Mins
Source: US Mobile data from App Fire 11/1. Note: Android users showed higher browsing activity

4.
MOBILE IS TRANSFORMING THE WEB
85% of
Mobile phones
80% of
Electricity
Source: KPCB Internet Trends 2011

5.
FROM BANKING HALLS TO SHOPPING MALLS
ANYWHERE ANYTIME ANYHOW
RETAIL CREDIT PHONE DEBIT MOBILE
BRANCH CARDS BANKING CARD BANKING
1906 1950 1970 1990 2000
ATM EFT ONLINE SOCIAL
POS BANKING MEDIA
1967 1974 1994 2005

6.
BATTLE FOR THE BANKS: OLD ECONOMY
INTENT ACTION
Bank

7.
BATTLE FOR THE BANKS: NEW ECONOMY
INTENT ACTION
Bank

8.
MOBILE: DISRUPTION OR OPPORTUNITY?
ALWAYS ON MOST USED
DEVICE
UNIQUE ID

9.
BANKS NEED TO RESPOND IN THREE WAYS

10.
DESIGNING CHANNELS TO DRIVE LOYALTY
CUSTOMER DEMAND BANKS’S RESPONSE
CHANNEL
IMMEDIACY EXPERIENCE
PAYMENT
RELEVANCE CONVENIENCE
ANALYTICS &
SIMPLICITY INSIGHT
SECURITY
Source: IDEO Design Thinking

11.
1. BUILDING GREAT CHANNEL EXPERIENCES
ma d e f or mobi l e l ifesty l e mul ti chan n el
Home

12.
2. MAKING PAYMENTS MORE CONVIENIENT
O l d :N ew New :New Ec osystems

13.
3. USING INSIGHT TO DRIVE STICKINESSES
PROVIDING INSIGHT USING INSIGHT

14.
BANKS NEED TO RESPOND IN THREE WAYS

15.
NEW REVENUE MODELS
Trick l en omics Mon itise Sal es through
An al y tics Service

16.
BANKS NEED TO RESPOND IN THREE WAYS

17.
1. SWEAT THE SMALL STUFF
CONSULTANCY STRATEGY
TRIVIA ?
Source: Rory Sutherland, TED

18.
2. CULTIVATE GREAT PARTNERS

19.
3. TECHNOLOGY IS THE BUSINESS

20.
4. EXPERIMENT AND FAIL FAST

21.
5. GOOD EXPERIENCES NEED GREAT PEOPLE