BANKING IN THE
FUTURE
Dr. Juan Juan
Distinguished Technologist
Iberia sub region CT
HP Enterprise Services
E-Banking Summit 2012
March 6th, Budapest
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© 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice
06/03/2012
BANKING CATHEGORIES NOT
CHANGING BUT…
– Retail
– Private
– Corporate
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•
Big corporations
•
Small & Medium companies
© 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice
06/03/2012
CUSTOMER PROFILES AND RELATION
REQUIREMENTS ARE CHANGING
– Consumer as a customer
– Private banking customer, but still a consumer
– Professional as a customer, but still a consumer (Prosumer)
 Latest user device technology (UI) and user advantages
required/expected in all profile interactivity.
 Mobility and 24x7 access to full service is/will be a must
 Bank of one will be a must
Is the IT/IS of our banks ready?
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© 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice
06/03/2012
QUOTE FROM “THE MCKINSEY
QUARTERLY”
– The “emerging affluent” segment—young,
educated, and consumption-oriented urban
professionals—could account for up to a third of all
retail-banking revenues in the coming three to five
years:
• They
are tech savvy, preferring online-banking and smartphone
applications; reluctant users of branches; and price conscious and
service oriented.
(February 2012, Miklós Dietz, Ádám Homonnay, and Irene Shvakman)
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© 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice
06/03/2012
TRENDS IN RETAIL BANKING
– Regulation / Compliance
•
IFRS9, Basel III
– Demographic change
•
“Millenials”, Social Media
– Change in consumer behavior
•
Customers take over control, “ROPO” & ”ROPO + Pay Mobile“
– New entrants into Banking “market“
•
Telco‘s (Vodafone), Google, PayPal and Retailer (Tesco etc)
– New technologies
•
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iPads, Social Media, “e-Money“, NFC
© 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice
06/03/2012
IS THE BANKING FUNCTION READY FOR
THE INTERACTION?
Móvil
Permanent banking function:
Consumer
Smartphone
•Shopping
•Business
•Leisure
•Day to day live
Web
Corporate
•Secure payments
Prosumer
•Trust in relation
ATM
Other Channels
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© 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice
06/03/2012
MOBILITY
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© 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice
06/03/2012
CAIXAMOBIL STORE & PUNTS ESTRELLA
MOBILITY & CLIENT RETENTION IN THE 21ST CENTURY
Full blown apps banking suite for
iOS, BlackBerry, Android, N okia, W indows Mobile
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© 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice
Gain & spend „ Estrella Points“
with every transaction
www.youtube.com/ watch?v=XTF0YkMLS4g
06/03/2012
“READY TO ACCESS” “CUSTOMER
SERVICE” WITH AND BY TWITTER
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© 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice
06/03/2012
BARCLAYS’ PICCADILLY
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© 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice
06/03/2012
BANKING 2.0:
WILL EBAY, GOOGLE AND VODAFONE BE THE
NEXT LEADERS IN RETAIL BANKING ?
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© 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice
06/03/2012
NEW ENTRANTS – TELCO & RETAIL
• Credit card
• Payment through
phone bill
• Insurance
• Credit cards
• Loans
• Savings
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© 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice
06/03/2012
WHAT ARE BANKS DOING / NEED TO DO
NEXT?
–Track behaviour
–Correlate with transaction
–Understand
–Predict and influence
–Adjust risk exposure
"Our top business
challenges are optimizing
customer relationships,
optimizing financial
functions, Reducing
business risk and ensuring
regulatory compliance.
Our prioritization is
around our customer and
then revenue / profits."
C Level Executive
Continuously Listen and Analyze
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© 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice
06/03/2012
THE ESSENCE OF SOCIAL INTELLIGENCE
Listen
Understand
Engage
How can Banks improve the dialogue with their customers?
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© 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice
06/03/2012
CAN THE BANKS USE SOCIAL AVAILABLE
DATA?
– How do we engage in social networks as trusted friend?
– How do we acquire social unstructured content?
– How do understand social media content?
– How do we correlate social media content with bank’s operational data?
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© 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice
06/03/2012
CUSTOMERS WILL SHARE DATA FOR BENEFIT
A day in the life of Mary
100
BP
50
BP
50
BP
250
eBP
100
BP
500
BP
100
BP
300
eBP
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© 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice
06/03/2012
SHOPPING COMMUNITY
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© 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice
06/03/2012
BENEFITS FOR THE BANK
– Understand customers‘ buying pattern
– Sole source for integrated banking services
– High customer retention
– Actively engage to sell new services
– Marketing and upselling through consumers‘ communities
– Strong brand recognition
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© 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice
06/03/2012
ADDITIONAL NEEDS ON TOP OF CORE
BANKING DATA
Driving Analysis
Business Analysis
by the business
executives.
Employee Knowledge
Sentiment
Analysis
collected from
employee feedback
in the Internal
Social Media.
Business
Business enhancement
Intelligence
pattern analysis
for event
detection on
customer
behavior.
Personalization
Client knowledge
Client profile
enrichment for
loyalty purposes.
One-to-One
Marketing
management.
Automation on
creation of
customer business
proposals.
Business
opportunity
identification.
Brand perception
and event
predictive
analysis from
Social Media
BIG DATA (Sandbox metaphor)
(Unstructured data) & (Structured data)
External Web
Content
External
Social Media
(Unstructured
Information)
Internal Digital Content
Operational Systems
Internal Social Media
(Product & customer Applications)
(Unstructured Information)
(Structured Information)
BUSINESS SERVICES
CORE BANKING OPERATIONS
EXTERNAL
INTERFACES
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ENTERPRISE
SYSTEMS
INFORMATION
MANAGEMENT
& DATA SERVICES
© 2012 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice
CORPORATE
WEALTH MANAGEMENT
RETAIL
TRADING
RISK MANAGEMENT & COMPLIANCE
TREASURY & CASH MANAGEMENT
06/03/2012