Innovation in a Super Regional Context

Transcription

1 FST Media s 6th Annual Technology & Innovation the Future of Banking and Financial Services Conference Innovation in a Super Regional Context Drs. Patrick Maes Chief Technology Officer and General Manager - Technology Strategy & Enterprise Architecture November 2011

2 Banking Innovation: the backdrop Product Channel Process P1 P2 P3 P4 A a a b - B g a a LEAD GEN CREDIT DUE DILIGIENCE DOCS C - a g g D - b b b E a - m m F - g b b FULLFILMENT Once upon a time But now just part of the value chain ACME Co. CUSTOMERS FUNDS FUNDS SUPPLIERS 2

3 The Innovation Journey: an integrated approach 3

4 Unassisted Channels: the multi device conundrum Unassisted Channels Client Side Engineering Build for differentiation and customer experience Monitor cross-platform frameworks Multi-Channel Services Across all channels and devices Support current and future presentation technology Cambodia Mobile Wallet and Agencies Feature phones Taiwan Mobile Banking, Cards, Rewards iphone APEA APEA Asia Regional ebanking Mobile Banking, Cards & Rewards iphone, Android, BlackBerry, browser Pacific Mobile Wallet and Agencies Feature phones APEA AU ANZ gomoney Premium Mobile Banking App iphone (Android coming) gomoney / i-bank Premium MB App iphone NZ ANZ Mobile Banking Mobile Banking (browser) Android (supports iphone) M-Banking Mobile Banking (browser) Browser capable phone ANZ Transactive BTR, Accounts Payable Online ANZ Transactive BTR, Accounts Payable Online 4

5 Assisted channels: still important but evolving A day in the life of a customer - alternating between digital and physical interfaces Assisted Channels Customer checks the news on his ipad. 4 Market research on Google at work Looks at YouTube, calls a friend, sends s on a smartphone Buys anniversary gift with credit card. ATM withdrawal. 5 Focus on ALL channels, not just unassisted The role of assisted is not gone - but changing Customer interaction points should not be seen as "physical" or "virtual", only "real" Customer has no channels, only touch points Calls Relationship Manager to execute a trade. 6 7 Checks social media on the way home 8 Customer gets home and reads an ebook. Even as BofA trims its network, it is hiring more branch specialists in mortgages, investments and small-business banking... The Economist, June

6 Innovation: more than skin deep. Unassisted Channels Assisted Channels Retail Offer Commercial Offer Wealth Offer Institutional Offer Business Integration Integrated channels Common Processes Managed Communication Customer View Products Transaction Banking Asset Finance Forex Hedge 6

7 Assembly: integrated innovation. Unassisted Channels Assisted Channels Project Finance = Business Integration Assembly + + Debt Issuance Signature Priority Banking = Bank Accounts Forex Products & Components Transaction Banking Asset Finance Forex Hedge % Interest Rate Limits $ Pricing $ Fees and charges 7

8 Integrated Innovation: ANZ Transactive Asia Super-Regional Capabilities Relationship and Service Management Accounts & Liquidity Management Web-based Banking Payment Management Collection Management Implementation Services Supports over 28,000 business clients in and out of Asia Pacific Operating/hi-yield liquidity solutions in 13 common currencies Internet based solutions for 2,000+ Asian and 12,000+ Australian clients Electronic and paper solutions accessible in-country or regionally e.g. AU RMB Payments, NZ RTGS Access to 24,000+ ANZ & partner branches across Asia Pacific Experienced regional and in-country implementation team using strict Project management methodology * Domestic PCM Services provided via Partnership Banks Product Capability Channel Finance Model Super Regional Capability Balance & Transaction Reporting Liquidity SCORE Host to Host Level 4 Level 3 Integrated Single Client View Integrated Regional Products Comprehensive Analytics Level 4/5 Client Experience Payables Receivables Mobile Desktop Level 2 Level 1 Global Balance and Reporting Global Processing Backbone Global Operations Integrated with Markets and Trade 8 8

9 Thank you QUESTIONS? 9