The document discusses how banking needs to be S.U.P.E.R: Simple, Ubiquitous, Personal, Engaging, and Reassuring to meet modern customer needs and expectations. Banking services need to be easy to use, available everywhere through multiple channels, tailored to individual customers, encourage engagement through social media, and build trust.

1. THE NEW BANKING
HAS TO BE
S.U.P.E.R.
SOTIRIS SIRMAKEZIS|DEPUTY GENERAL MANAGER | eBUSINESS SECTOR | PIRAEUS BANK

2. BUSINESS CARD
Sotiris Sirmakezis
Deputy General Manager
DIRECT SERVICES
87, Sygrou Ave., 117 45 Athens, Hellas, Tel.: +30 210 9294065
Fax: +30 210 9294020, e-mail: sirmakezis@winbank.gr
Sotiris Sirmakezis
Managing Director
8, Gamveta St., 114 50 Athens, Hellas. Tel.: +30 210 9294065
Fax: +30 210 9294020, e-mail: sirmakezis@winbank.gr

3. Web Banking Cards Online Mobile Banking
CHANNELS
PERSONAL BUSINESS INTERNET SMARTPHONE
ONLINE STOCK BROKERAGE MOBILE BROWSER
IVR
MULTI-COUNTRY x 6 TEXT / SMS
ATM Network Phone Banking easypay kiosks
BRANCH AGENT CASH PAYMENTS
OFF-SITE IVR TICKETS, PASSBOOKS
Debit Card paycenter easypay web
ATM PHONE ONLINE SHOPS www.easypay.gr
EFT/POS TELLER CALL CENTERS 18-28-38
SERVICES
weBuy Prepaid SEPA Direct Debits easypay mobile
Alerts Air-time Top-Up Instant Cash
TEXT / SMS ALL OPERATORS ATM
E-MAIL ALL VALUES PHONE
PHONE CALL ALL CHANNELS WEB
NOTIFICATION SMARTPHONE

4. Public Web Sites Social Media Banner
Campaign
Optimization
INTERACTIVE
INFORMATION ARCHITECTURE FACEBOOK
MARKETING
CONTENT MANAGEMENT
PAGE DESIGN
TWITTER
Online
SEARCH ENGINE OPTIMIZATION Reputation
YOUTUBE
Management
GREECE & ABROAD FLICKR
Search Engine
BANK & AFFILIATES
Marketing
Direct Public Web Sites
ONLINE
SALES
www.winbankdirect.gr www.piraeusbank.xx
 18-200 DESIGN – SEO - WCMS

5. GREEK STATISTICS

6. PENETRATION
MOBILE PHONES PERSONAL COMPUTER INTERNET
D/T PLAY SOCIAL MEDIA E-SHOPPING
Focus Bari Web ID

7. PENETRATION by age
Focus Bari Web ID

8. E-SHOPPERS
33% of all internet users
60% surf the web through their mobile phone
95% surf the web @ home
More than 70% are normal/heavy users
15 purchases / e-shopper / year
2 out of 3 purchases in domestic e-shops
Αφξθςθ τηίρου +30% 2011 vs. 2010
68% are web banking users ΟΠΑ / ELTRUN

9. .U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P
P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.
SIMPLE
S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.
SIMPLEU.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R.
.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E
S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U
UBIQUITOUS
U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E
S.UBIQUITOUSP.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.
R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R.
U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.
PERSONAL
S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R.S.U.P.E.R. S.U.P
S.U.PERSONALE.R. S.U.P.E.R. S.U
P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R
U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P
ENGAGING
.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R.S.U.P.E.R. S
S.U.P.ENGAGINGR. S.U.P.E.R.
P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R
S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U
REASSURING
E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R.
S.U.P.E.REASSURING
.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E.R. S.U.P.E

10. “Render therefore to Caesar…”
A presentation inspired from
“Next-Generation Digital Financial Services”
by Alexander Hesse
Forrester Research, March 11, 2011

11. IMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE
PLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE S
MPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE
E SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIM
MPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE
SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMP
MPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE
LE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIM
MPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE
SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIM
PLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE S
SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPL
SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMP
IMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE
PLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE S
MPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE SIMPLE

12. THIS IS NOT SIMPLE

13. THIS IS SIMPLE
“We’re not a better bank.
We’re more than a bank.”
“We are a well-designed
everyday experience.”
“Banks have forgotten
who their customers are.”

14. THIS WILL ALSO BE SIMPLE

15. MAKE IT SIMPLE: SHOW IT

16. SIMPLE
> Make it easy for customers to achieve their goals
> Design with function in mind
> Simplify your processes
> Provide information that is easy to understand
> Simply: “What would YOU want from your bank?”

17. UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS
QUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UB
S UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITO
UITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQ
BIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS
TOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQ
UITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UB
S UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITO
ITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQ
QUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS
UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOU
QUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS U
UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOU
US UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUIT
QUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UB
S UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITOUS UBIQUITO

18. UBIQUITOUS 1
> Most devices are connected
> U.N. declared internet access as a “human right”
> People are always on

19. UBIQUITOUS 2
> Choice: give your customers the right of choice
(basic marketing principle)
> Consistency: preserve customer experience on
cross-channel journeys
> Continuity: each channel passes information over to all
other channels

20. The ever-present bank
Mutual Consumer Credit
Funds Loans
Cards
Investments Mortgage
Loans
Stocks Every new device & channel, Bill
Deposits every new product & service Payments
adds VALUE to our RELATIONSHIP Remittances
Mass
with our CUSTOMER Large
Retail
Corporate
Affluent
Private Small SME
Banking Gen-Y Business

21. UNIVERSAL, ENTEPRISE-WIDE WEB SERVICES
MULTI-TOUCH MOBILE/SMART
APS TABLET PHONE
TELEPHONE
ATM
(CALL CENTER)
WEB SERVICES
WIDGETS/HTML5
PERSONAL
BRANCH
CONTENT COMPUTER
TOOLS
SOCIAL MEDIA ???
(YET UNKNOWN)
SMART/ CAR GAME
INTERNET TV NAVIGATOR CONSOLE

22. Customers Will Adopt New Channels
(But Without Giving Up Existing Ones)

23. SMARTPHONE
ownership by web/e-banking users
Internet Users
YES
38% iPhone 25
%
Samsung 20
Nokia 18
HTC 15
NO
62% Sony Ericsson 12
BlackBerry 3
Zte 3
Web-Banking Users
LG 3
Vodafone 1
YES Άλλο 1
49%
0 20 40 60 80 100
NO
51%

24. THE SMARTPHONE ERA
> THE CLOUD IS ENDING PC’s REIGN AS A DEVICE
> PEOPLE SPEND MORE TIME ON MOBILE PHONES
THAN ON THE WEB
> NEW SMARTPHONE SALES ARE LARGER THAN
NEW PC SALES
> MOBILEBANKING WILL REPLACE
PC-BANKING FOR INDIVIDUALS

25. THE SMARTPHONE-CENTRIC ACCOUNT
ONE-TIME LOAD
AIR-TIME SMS BANKING
PASSWORD
get send
send
text text HELP
ALERT text
DESK
get talk
text
SMART-
BANKING talk PHONE
touch PHONE
& TRADING BANKING
ACCOUNT
video tap
BILL PAYMENT PAY@SHOP
SCAN BILL & PAY touch (NFC)
touch video
LOCATE ATM
CASH SEND (AUGMENTED
WITHDRAWAL MONEY REALITY)

26. E-BANKING IN BRANCHES
> Reduce operating expenses / increase productivity
> Utilize existing investments
> Create once / use many times
> Enrich functionality of remote banking services
> Intra-bank transaction migration program
> Ανδ. Ακαναςόπουλοσ: «Λιγότερα αλλά καλφτερα ςθμεία
τραπεηικισ εξυπθρζτθςθσ»

27. PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL
SONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL P
PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSON
SONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL P
NAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PER
SONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL P
NAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PER
ONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PE
L PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSO
NAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL P
PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONA
ONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PE
ERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL
L PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSO
SONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL
PERSONAL PERSONAL PERSONAL PERSONAL PERSONAL PERSON

28. PERSONAL: Content

29. PERSONAL: Content

30. PERSONAL: Navigation

31. PERSONAL: Presentation

32. PERSONAL: Presentation

33. PERSONAL:
Cross-channel Campaign Management

34. PERSONAL:
Cross-channel Campaign Management

35. NGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGI
AGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING
ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGA
GING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING E
G ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENG
GAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING
ING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING E
GING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING
NG ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING EN
AGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGIN
ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAG
AGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING
ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGI
G ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENG
AGING ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING
ENGAGING ENGAGING ENGAGING ENGAGING ENGAGING ENGA

36. FACT
Our products are not the most exciting
discussion subject on the web…

37. FACT
“A brand is no longer what we tell the consumers –
it is what the consumers tell each other it is.”
Scott D. Cock, Founder of Procter & Gamble

38. FACT

39. FACT
JAY BAER & AMBER NASLUND
AUTHORS OF THE NOW REVOLUTION

40. ENGAGEMENT: WHAT (NOT) TO DO
“Think of social media as a cocktail party.
You don’t go into the party and go to the middle of
the room screaming “BUY MY PRODUCTS!!!”
What works, is that you have some meaningful
conversation first. And that’s just how social media
works.”
David Spark, Tech Journalist, San Fransisco

42. iTUNES RATINGS
 

43. CHANNELS YOUTUBE
TV CHANNEL

44. CHANNELS FACEBOOK
PAGE (WELCOME TAB)

45. CHANNELS TWITTER
@winbank_tweets

46. CHANNELS FACEBOOK
USER COMMENTS

47. CHANNELS FACEBOOK
USER COMMENTS…
…on our services …on our social media presence
Proposal for new stuff
Negative comment

49. REASSURING REASSURING REASSURING REASSURING REASSURING
SSURING REASSURING REASSURING REASSURING REASSURING RE
G REASSURING REASSURING REASSURING REASSURING REASSUR
URING REASSURING REASSURING REASSURING REASSURING REA
SURING REASSURING REASSURING REASSURING REASSURING REA
RING REASSURING REASSURING REASSURING REASSURING REAS
SURING REASSURING REASSURING REASSURING REASSURING REA
NG REASSURING REASSURING REASSURING REASSURING REASSU
REASSURING REASSURING REASSURING REASSURING REASSURING
SSURING REASSURING REASSURING REASSURING REASSURING
REASSURING REASSURING REASSURING REASSURING REASSURIN
ASSURING REASSURING REASSURING REASSURING REASSURING R
REASSURING REASSURING REASSURING REASSURING REASSURIN
NG REASSURING REASSURING REASSURING REASSURING REASSU
SSURING REASSURING REASSURING REASSURING REASSURING RE
G REASSURING REASSURING REASSURING REASSURING REASSUR

50. HUMAN ASSISTANCE
> Minimum Speed of Answer
> Service Level
> Knowledge Management
> Customer Satisfaction
> Net Promoter Score

51. HUMAN ASSISTANCE

52. SOCIAL ASSISTANCE: twitter
extraPIN generator

53. AUTOMATIC REASSURANCE
EMAIL ALERTS

54. AUTOMATIC REASSURANCE
SMS ALERTS

55. WHAT’S IN IT FOR US

56. WE (SHOULD) OUR CUSTOMERS
web banking users vs. non-users…
(averages, 2010)
…own 187% more ...execute 84% more
products! monetary transactions
45%
...are ...increase product utilization by
more loyal!
214% and new product
acquisition by 143%

57. eBusiness in Banking
MISSION : :IMPOSSIBLE ?
MISSION e-POSSIBLE !
SOTIRIS SIRMAKEZIS|DEPUTY GENERAL MANAGER | eBUSINESS SECTOR | PIRAEUS BANK
sirmakezis@winbank.gr | linkedin.com/in/sirmakezis | facebook.com/sirmakezis | twitter.com/sotiris11