Banking Forum Reinventing Client Relationships. Athens, 21 April 2015

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1 Banking Forum 2015 Reinventing Client Relationships Athens, 21 April 2015

2 Payments are becoming a commodity service Definition of commodity Investopedia The basic idea is that there is little differentiation between a commodity coming from one producer and the same commodity from another producer - a barrel of oil is basically the same product, regardless of the producer. Compare this to, say, electronics, where the quality and features of a given product will be completely different depending on the producer. Some traditional examples of commodities include grains, gold, beef, oil and natural gas. More recently, the definition has expanded to include financial products such as foreign currencies and indexes. Technological advances have also led to new types of commodities being exchanged in the marketplace: for example, cell phone minutes and bandwidth. Wikipedia Commoditization occurs as a goods or services market loses differentiation across its supply base, often by the diffusion of the intellectual capital necessary to acquire or produce it efficiently BF Reinventing client relationships.pptx Global Transaction Banking 1

3 but still constitute a significant revenue source for banks globally Source: The Boston Consulting Group Global Payments BF Reinventing client relationships.pptx Global Transaction Banking 2

4 Banks are in a tough position to defend payment revenues Regulators are effectively increasing banks operating expenses enforcing greater transparency putting pressure on fee margins while clients are becoming more tech oriented asking for more enhancing their knowledge about products and services leaving Banks with the threat of profit margin compression volume reduction and alternative providers are providing new tech-oriented services at fast pace expanding into more traditional banking territories BF Reinventing client relationships.pptx Global Transaction Banking 3

5 Latest trends in payments focused on execution and channels Instant Payments Instant, immediate or real time payments no matter how they are called they all mean irrevocable execution anytime 24/7/365, immediate credit in the payee s account, and immediate transaction confirmation to the payer Mobile Banking Given the abundance of smartphones, banks are putting more emphasis on developing full fledged mobile banking applications that are not just a miniature version of their electronic banking platforms Omnichannel Banking Banks are moving from multichannel to omnichannel with the enhancement being that clients can initiate any given transaction or service on any channel (e.g. branch, ATM) and monitor its progress or even complete it through another (e.g. e-banking, mobile) Real innovation or just an improvement of existing services? BF Reinventing client relationships.pptx Global Transaction Banking 4

6 Banks need to go beyond the mere offering of payments execution (1/3) Quotes from recent studies Never in the history of the payments industry has there been such disruption and opportunity across regions. Digital technologies will upset the competitive order and the role that payments play both in the operations of business and in the daily lives of consumers. Payment players must see payments as a platform, not simply as a product. The Boston Consulting Group Global Payments 2014 Banks own rich reserves of raw behavioral data. Banks should leverage their data strengths to create new services along the full span of the consumer decision journey, reaching beyond payments transactions to manage the customer s entire digital wallet (by, for example, optimizing loyalty awards and special offers, payments terms, and instruments). If banks cling to the traditional, narrow view of the payments ecosystem, attackers will not only take the additional revenues described above, they will also enjoy prime access to the digital trail, including essential transaction information, and direct traffic to preferred service providers within the digital sphere. McKinsey&Company The digital battle that banks must win BF Reinventing client relationships.pptx Global Transaction Banking 5

7 Banks need to go beyond the mere offering of payments execution (2/3) Examples from the retail banking space Source: Accenture BF Reinventing client relationships.pptx Global Transaction Banking 6

8 Banks need to go beyond the mere offering of payments execution (3/3) The example of Exportgate.gr Eurobank went beyond the execution-oriented need of exporters to cover their underlying need to learn about different markets and to network with prospective clients, and created Exportgate.gr Exportgate.gr is the first business networking platform that connects Greek exporters with importers from around the globe BF Reinventing client relationships.pptx Global Transaction Banking 7

9 Backup BF Reinventing client relationships.pptx Global Transaction Banking 8

10 Exportgate.gr The Pioneering Digital Portal for Exports Exportgate is an initiative of Eurobank, in cooperation with the Panhellenic Exporters Association (PSE), the Greek International Business Association (SEVE), the Exporters Association of Crete (EAC), SEV Hellenic Federation of Enterprises and the main bilateral chambers of commerce in Greece. The initiative operates under the auspices of the Greek Ministry for Development & Competitiveness BF Reinventing client relationships.pptx Global Transaction Banking 9

11 More than 1500 Greek exporters connected to more than 3000 importers from 40 countries around the globe Dynamic Greek Enterprises Companies from 40 countries are Exportgate.gr members Promotes Greek companies to visitors from 110 countries BF Reinventing client relationships.pptx Global Transaction Banking 10

12 Exporters get comprehensive support and tangible value from the portal Insight Know-How Promotion Networking Market Reports on exports to international markets Documents, Controls, Customs, Statistics for Exports to 180 countries worldwide Online Frequently Asked Questions (FAQ) service Consultation from the Ask the Experts trade team Financing alternatives Online useful tools for exporting activities and calculators for estimating export costs Extensive Promotion of Greek Companies to International Markets State-of-the-art promotional and presentation tools Online presentation of Greek products State-of-the-art networking tools members from 40 countries importers from USA, India, China 200 million company info and financial reports from Dun & Bradstreet (D&B) BF Reinventing client relationships.pptx Global Transaction Banking 11

13 Wrap up Three key messages to take away 1 Payments are increasingly becoming a commodity leaving little room to compete on any grounds other than price 2 Incumbents revenues are at risk from high technology disruptors as well as regulation 3 Banks should react by leveraging their relationships with clients and by going beyond the traditional banking services to cover clients underlying needs BF Reinventing client relationships.pptx Global Transaction Banking 12