7/25/2017 CHANNEL DELIVERY FOR TOMORROW. james marshall cooperative trust manager
|
|
|
- Archibald Goodwin
- 6 years ago
- Views:
Transcription
1 CHANNEL DELIVERY FOR TOMORROW Louisiana Credit Union League Annual Convention July 2017 James Marshall MEET YOUR PRESENTER james marshall cooperative trust manager 1
2 MEET YOUR PRESENTER james marshall cooperative trust manager SOCIAL MEDIA 4 2
3 FILENE RESEARCH INSTITUTE OUR SILVER ANNIVERSARY 3
4 OUR MEMBERS MAKE IT HAPPEN Member experience & Channel Delivery 4
5 How do people choose? COMPETITIVE LANDSCAPE WHY DO MEMBERS CHOOSE? 5
6 COMPETITIVE LANDSCAPE THEN AND NOW Mirror What does this mean for You? 6
7 Competitive landscape RESEARCH PREFERENCES ONLINE OPENING PREFERENCES 7
8 ACTIVITIES PRIOR TO OPENING Mirror What does this mean for your credit union? 8
9 COMPETITIVE LANDSCAPE WHY DO MEMBERS CHOOSE? INFORMATION VS. TRANSACTIONS 9
10 HOW DO MEMBERS TRANSACT? HOW DO MEMBERS TRANSACT? 10
11 34% of mobile owners use smartphone as primary internet device Source: Pew Research Center, % of use smartphone as primary internet device Source: Pew Research Center,
12 Source: KPCB, 2014 First, multi purpose web apps then multi purpose mobile apps now single purpose = there s an app for that 12
13 31% Super Tech Adopters Source: Gallup, % Smartphone Reliants Source: Gallup,
14 22% Mature Technophiles Source: Gallup, % Tech Averse Olders Source: Gallup,
15 31% Super Tech Adopters 19% Smartphone Reliants 22% Mature Technophiles 28% Tech Averse Olders Source: Gallup, 2013 Making smart channel choices 15
16 MAKING SMART CHANNEL CHOICES FACE-TO-FACE VS. BIT-TO-BIT Employees are not always the best for cross selling digital channels can be better 1. Where is my money? 2. How am I doing? 3. What should I be doing? MAKING SMART CHANNEL CHOICES FACE-TO-FACE VS. BIT-TO-BIT Situationally aware banking apps will help members make financial/spending decisions 16
17 MAKING SMART CHANNEL CHOICES FACE-TO-FACE VS. BIT-TO-BIT MAKING SMART CHANNEL CHOICES FACE-TO-FACE VS. BIT-TO-BIT 17
18 MAKING SMART CHANNEL CHOICES MOBILE AS THE NEXUS MAKING SMART CHANNEL CHOICES MOBILE AS THE NEXUS 18
19 MAKING SMART CHANNEL CHOICES +BRANCH IS HERE TO STAY MAKING SMART CHANNEL CHOICES +BRANCH IS HERE TO STAY Opened their most recent account at a branch Performed a branch transaction in latest month 74% 59% 2012, N=12,000 19
20 MAKING SMART CHANNEL CHOICES +BRANCH IS HERE TO STAY Branch location most important variable for choosing FI Opened online but said branch location drove decision 52% 27% 2012, N=12,000 MAKING SMART CHANNEL CHOICES +BUT NOT THE SAME BRANCH 20
21 MAKING SMART CHANNEL CHOICES + MOBILE AS THE NEXUS MAKING SMART CHANNEL CHOICES +CHANNEL MISMATCH Requesting account information: 30% mismatch between preference and actual use Inquiring about a service charge: 25% mismatch Making a deposit: 16% mismatch Which means that preferences are malleable 21
22 MAKING SMART CHANNEL CHOICES +TRADE-OFFS The numberone obstacle to service excellence is actually an emotional obstacle. A culture that can t bear being bad at something can t have sustained excellence. ~Harvard Business Professor Frances Frei MAKING SMART CHANNEL CHOICES +TRADE-OFFS Beware the vocal visible few 22
23 MAKING SMART CHANNEL CHOICES + BUILDING YOUR CHANNEL PERSONA Incentives for the desired behavior MAKING SMART CHANNEL CHOICES + BUILDING YOUR CHANNEL PERSONA Set positive defaults to encourage preferred channels 23
24 MAKING SMART CHANNEL CHOICES + BUILDING YOUR CHANNEL PERSONA Provide a technology concierge MAKING SMART CHANNEL CHOICES + CHANNEL VALUE PYRAMID High Value Transactions / Advice Low Value Transactions Information 24
25 MAKING SMART CHANNEL CHOICES + HIGH-VALUE TRANSACTIONS / ADVICE 75% of consumers prefer a branch Open or close an account Apply for a loan Seek financial advice MAKING SMART CHANNEL CHOICES + HIGH-VALUE TRANSACTIONS / ADVICE Most prefer branch or call center Complaints / disputes Service inquiries 25
26 MAKING SMART CHANNEL CHOICES + LOW-VALUE TRANSACTIONS Deposits Balance inquiries Money transfers Statements and bills MAKING SMART CHANNEL CHOICES + INFORMATION Research new products Request loan payoff amounts Alerts Balance inquiries 26
27 MAKING SMART CHANNEL CHOICES + CHANNEL VALUE PYRAMID High Value Transactions / Advice Low Value Transactions Information MEMBER EXPERIENCE WHY DO MEMBERS CHOOSE? 27
28 MEMBER EXPERIENCE MOMENTS OF TRUTH How do you build moments of truth without human interaction? 28
29 MEMBER EXPERIENCE GOOD FINANCIAL ADVICE MEMBER EXPERIENCE GOOD FINANCIAL ADVICE 29
30 MEMBER EXPERIENCE PROACTIVE/APPROPRIATE PROPOSAL MEMBER EXPERIENCE PROACTIVE/APPROPRIATE PROPOSAL 30
31 MEMBER EXPERIENCE ONLINE ACCOUNT OPENING MEMBER EXPERIENCE ONLINE ACCOUNT OPENING From 64 to 119 From 3.33 to
32 Future of the credit union FUTURE POSSIBILITIES Tiny Lifestyle Techy Video Tellers Community Your assignment: Identify three things that intrigue you What do you notice? What don t you notice? Upsides and downsides Work in small groups to build your prototype branch 32
33 THREE BIG TRENDS Redesign branch layout to support sales/service model Invest in low cost designs to supplement or replace existing branch system Invest in extra design to make branches unique, truly branded FUTURE POSSIBILITIES TINY 33
34 FUTURE POSSIBILITIES TINY FUTURE POSSIBILITIES TINY 34
35 FUTURE POSSIBILITIES TINY FUTURE POSSIBILITIES LIFESTYLE 35
36 FUTURE POSSIBILITIES LIFESTYLE FUTURE POSSIBILITIES LIFESTYLE 36
37 FUTURE POSSIBILITIES LIFESTYLE FUTURE POSSIBILITIES VIDEO TELLERS 37
38 FUTURE POSSIBILITIES VIDEO TELLERS FUTURE POSSIBILITIES VIDEO TELLERS 38
39 FUTURE POSSIBILITIES TECHY FUTURE POSSIBILITIES TECHY 39
40 FUTURE POSSIBILITIES COMMUNITY FUTURE POSSIBILITIES COMMUNITY 40
41 FUTURE POSSIBILITIES COMMUNITY FUTURE POSSIBILITIES COMMUNITY 41
42 FUTURE POSSIBILITIES COMMUNITY QUESTIONS? 42
43 THANK YOU! 43
Vynamic Transaction Automation. Differentiate with Unexpected Capabilities
Vynamic Transaction Automation Differentiate with Unexpected Capabilities In a recent global survey, 57% of respondents said improving consumer experience was the most critical change their organization
The Finance Digital Executive s Playbook for Adopting a Conversational Approach to Mobile Banking
The Finance Digital Executive s Playbook for Adopting a Conversational Approach to Mobile Banking Content DETERMINING YOUR MOBILE STRATEGY... 4 THE STATE OF ONLINE FINANCE... 4 THE BENEFITS OF A CONVERSATIONAL
Disruption in banking Who will be your Uber?
Disruption in banking Who will be your Uber? About Tim Harrington, CPA 29 years credit union experience 36 years business/consulting experience Consulted on over 1,500 credit union projects A regular speaker
Lecture Materials RETAIL BANKING
Lecture Materials RETAIL BANKING Virginia Heyburn Vice President, Strategic Pursuits Fiserv virginia.heyburn@fiserv.com Miami Beach, Florida 786-239-4898 August 8, 2017 Vision 2020: Growing the Banking
OUR CUSTOMER COMMITMENTS TREATING CUSTOMERS FAIRLY
OUR CUSTOMER COMMITMENTS TREATING CUSTOMERS FAIRLY Fair value Better service Simplicity Treating Customers Fairly At EDF Energy we want our customers to be able to make informed decisions about their energy
Making Social Media Sell Give your customers a reason to pay attention to your social media while turning into more sales.
Making Social Media Sell Give your customers a reason to pay attention to your social media while turning into more sales. Truebridge Integrated Content Marketing White Paper Making Social Media Sell Truebridge
Creating a Culture That Creates Engagement. Presented by Mike Neill President, Michael Neill & Associates
Creating a Culture That Creates Engagement Presented by Mike Neill President, Michael Neill & Associates www.michaelneill.com Your Presenter Michael Neill Mike is the president and founder of Michael Neill
The Fairbanking Mark. Current Account without Overdraft Specification
The Fairbanking Mark Current Account without Overdraft Specification Fairbanking Foundation The Fairbanking Foundation is a charity dedicated to encouraging and helping financial providers to improve the
Real-Time Payments for P2P
Real-Time Payments for P2P. Eric Foust Director of Market Solutions, Early Warning Mike Wolf VP, Retail Payments Product Development, Fifth Third Bank When Money Moves, Life HappensSM All trademarks Warning
Millennials and Resident Attraction Don t Miss the Next Big Generational Boom
Millennials and Resident Attraction Don t Miss the Next Big Generational Boom Different sources define the millennial generation with different terms, but generally those between the ages of 18 and 30
Bricks To Clicks. Agenda
1 Agenda 2 Agenda The evolution in branch banking Where are we heading? Taking advantage of these changes 3 Four Reasons For Changes In Banking Channels 1. Growing population and geographic shifts in population
Just Make It Easy: A Guide to Loyalty in Banking
Just Make It Easy: A Guide to Loyalty in Banking Easy everyday banking beats sizzle in selling. By Mark Schofield, Gerard du Toit and Maureen Burns Mark Schofield, Gerard du Toit and Maureen Burns are
The Indian Digital Traveler Research. November 2017
The Indian Digital Traveler Research November 2017 Introduction CEO foreword Travelport s Global Traveler survey is rich with insights and stories about the modern traveler. The findings demonstrate the
Heads-Up for Customer Engagements and Engaged Customers. Financial Industry Perspective October 2016
Heads-Up for Customer Engagements and Engaged Customers Financial Industry Perspective October 2016 HEADS-UP FOR CUSTOMER ENGAGEMENTS AND ENGAGED CUSTOMERS In today s banking environment, most financial
PREVIEW OF Mobile Banking, Mobile Payments
Accurate Financial Data Since 1989 PREVIEW OF Mobile Banking, Mobile Payments What Consumers Value 2015 RateWatch Sales and Service: 1.800.348.1831 www.rate-watch.com Contents Introduction...4 1. Which
Observatory of digital uses
Observatory of digital uses Afterbanking or new banking uses January 2019 Methodology The study was carried out using representative samples from populations in five European countries aged 15 and over.
Enabling Branch Innovation: The Powerful Role of Self-Service Technology. Liam van Beek Sr. Manager, Physical Channel Strategy, BMO
Enabling Branch Innovation: The Powerful Role of Self-Service Technology Liam van Beek Sr. Manager, Physical Channel Strategy, BMO 1 Agenda A changing landscape Understanding shifts in customer behaviour
Now Trending in Payments Tech
Now Trending in Payments Tech Introduction Telephone banking. Text alerts. Just a few years ago, these were the must-have capabilities for tech-savvy consumers in search of mobile convenience. But the
Money on the move Why the financial sector should deliver more mobile experiences
Money on the move Why the financial sector should deliver more mobile experiences A New Financial Space to Stand Out In With the rise of mobile banking, consumers are more open to the idea of managing
CUSTOMER EXPERIENCE OPTIMIZATION: A ROAD TO DIGITAL TRANSFORMATION IN BANKING
CUSTOMER EXPERIENCE OPTIMIZATION: A ROAD TO DIGITAL TRANSFORMATION IN BANKING Conferência Internacional APCC Goncalo Traquina KPMG ADVISORY FINANCIAL SERVICES KPMG PORTUGAL. Lisboa 24 Maio 2016 Agenda
WHITE PAPER. Retail banking trends for Australia
WHITE PAPER Retail banking trends for Australia The retail banking industry in Australia has always aligned itself to the ever-changing consumer demands, by fine-tuning its services and customizing its
How Financial Chatbots Are Transforming Digital Banking Produced by Abe
How Financial Chatbots Are Transforming Digital Banking Produced by Abe Abe builds conversational banking solutions for progressive community banks. CONTENTS Keeping Pace with Evolving Financial Technologies....3
LEAD THE CHARGE IN THE NEW PARADIGM OF RETAILING
LEAD THE CHARGE IN THE NEW PARADIGM OF RETAILING Break away from old habits; It s not Dad s store anymore Charles Owen, Retail Consultant January 2014 Version 2.0 Agenda 1. The Paradigm Shift in Retailing
Mobile Banking Impact: Quantifying the ROI and Customer Engagement Benefits. Understanding the Value of Engaging Consumers in the Mobile Channel
Mobile Banking Impact: Quantifying the ROI and Customer Engagement Benefits Understanding the Value of Engaging Consumers in the Mobile Channel It goes without saying that mobile is an important channel
AIIM White Paper. Closer to the Customer - creating a social and mobile relationship with banking clients. Sponsored by
AIIM White Paper Closer to the Customer - creating a social and mobile relationship with banking clients Sponsored by Introduction A growing number of banking customers access basic account information
Product. Advantage A Reliable, Cost-Effective Account Processing System to Position Your Credit Union for Growth
Product Advantage A Reliable, Cost-Effective Account Processing System to Position Your Credit Union for Growth Product Your credit union relies on technology to deliver exceptional member service, enabling
MX was the number one candidate by a long shot in all the areas we looked at. It was not a tough choice once we gathered all the information.
The Business Case MX was the number one candidate by a long shot in all the areas we looked at. It was not a tough choice once we gathered all the information. - Caroline Philpott, Sr. Director, Product
Treasury Management Solutions
Sales Support T3 Tech Support Team Live Chat @ www.texasbankandtrust.com 903-237-1881 1-800-263-7013 rev 20431 12/2017 Treasury Management Solutions THE TBT DIFFERENCE Established in 1958, Texas Bank and
LEADING WITH GRC. Retail evolution and disruption. Gordon Smith CEO, Chase Consumer & Community Banking
LEADING WITH GRC Retail evolution and disruption Gordon Smith CEO, Chase Consumer & Community Banking The game changer $2,495 - $3,495 $600 $499- $599 1989 2004 2007 Smart phones created a massive shift
A cutting edge retail banking experience
A cutting edge retail banking experience Stresa, 19 th May 2016 International Subsidiary Banks Division ISBD Multichannel Office EUDATA CUSTOMER CONTACT Agenda Trends and tendencies Focus areas and challenges
Using Digital Channels to. Acquire, Sell and Grow
Using Digital Channels to Acquire, Sell and Grow Introduction The Customer Expectation Today s customers, especially Millennials, are increasingly adopting services through the digital channel. They ve
Channel Surfing. How Technology is Changing Member Behavior. Chris Fleischer Harland Financial Solutions
Channel Surfing How Technology is Changing Member Behavior Chris Fleischer Harland Financial Solutions 2 What Has Become of Our Channels? Question? How many here have a branch? How many here have a transactional
CASH RECYCLERS TRANSFORM CUSTOMER SERVICE AND HELP INCREASE PROFITS. April 24, 2014 WHITE PAPER
CASH RECYCLERS TRANSFORM CUSTOMER SERVICE AND HELP INCREASE PROFITS April 24, 2014 WHITE PAPER WWW.ARCATECHSYSTEMS.COM EXECUTIVE SUMMARY Creating a great customer experiences require creativity and engagement
FOUR ESSENTIAL ELEMENTS
FOUR ESSENTIAL ELEMENTS for digital maturity. 2016 Adobe Digital Marketing Survey highlights. 2016 TABLE OF CONTENTS 3 A constant state of change. 13 Customer experience: The key to igniting brand loyalty.
Future of banking & customer pathways. Shona McMahon
Future of banking & customer pathways Shona McMahon Macro environment: Most banks will need to embark on fundamental transformation McKinsey 2016 2 Macro economic Counter factors Slow growth Low interest
Introduction. Powerful forces are reshaping the banking industry.
Introduction Powerful forces are reshaping the banking industry. Customer expectations, technological capabilities, regulatory requirements, demographics and economics are together creating an imperative
Using Financial Services. Banking on the Go. Financial Literacy Theme. Using Financial Services. 21st Century Skill(s)
UNIT 2 Using Financial Services Topic Using Mobile Banking LEARNING OBJECTIVE(S) Students will: explain common mobile banking features and uses. research and evaluate mobile banking services offered by
Supporting. customers at every moment of their financial life. Big Ideas
Supporting Big Ideas customers at every moment of their financial life Banks that are there for their customers at every moment, through tools such as Lifetime Dashboards, will not only lead change, but
Expectations & Experiences Channels and New Entrants. September 2017
Expectations & Experiences Channels and New Entrants September 2017 Life made easier People choose financial services options that make their lives easier. From person-to-person payments and voice activation
Decoding the digital home Early adopters and digital detoxers
Decoding the digital home 2019 Early adopters and digital detoxers What s happening in the digital household? Decoding the digital home 2019 is the first in a series of findings from EY annual research
Brand Representation. Managing consistency across multiple platforms. Dave Wendland VP Strategic Relations
Brand Representation Managing consistency across multiple platforms Dave Wendland VP Strategic Relations Discussion Topics Expectations Retail realities Brand building Moving forward Wrap-up Capitalizing
20 C 20 % Making electricity use smart & flexible. How consumers could cut down on electricity use during peak hours and benefit 20 C 22 C
54% Electricity is cheaper now, so your radiators have been turned up 09:51 Living room: 20 C Electricity savings 20 % this month: Comfort setting: 20 C 22 C You saved: Making electricity use smart & flexible
Sponsored by. What s next for checking accounts
Sponsored by What s next for checking accounts Dave DeFazio Partner dave.defazio@strategycorps.com 615-498-5220 linkedin.com/in/davedefazio @DaveDeFazio Twitter 3 The Free Checking Era 4 5 Totally Free
The EU and its Partners: Banks and Investors in a Digital World
The EU and its Partners: Banks and Investors in a Digital World Introducing Panel I - The Digital Client Veronica Lange Head of Innovation, UBS Introducing Panel II - The Digital Bank Anke Bridge Head
ATM Outsourcing. The Answer to Your ATM Woes. Is ATM Outsourcing Right for You? WHITE PAPER. Owning an ATM can be a difficult task.
WHITE PAPER ATM Outsourcing The Answer to Your ATM Woes Owning an ATM can be a difficult task. Cash forecasting and replenishment, regular maintenance, repairs, transaction processing and software upgrades
ATM & Cash Innovation Europe 2017: London, 13rd-14th June 2017
ATM & Cash Innovation Europe 2017: London, 13rd-14th June 2017 Leveraging cash automation and technology for a new branch experience Matteo Baido Head of IT Innovation London, 14 June 2017 UBI Banca is
WELCOME TO THE WEBINAR Changing Lanes The New Paths to Car Buying
WELCOME TO THE WEBINAR Changing Lanes The New Paths to Car Buying June 3, 2014 All registrants for today s webinar will receive a follow-up email with a link to the presentation and recording To ask questions
WINNING THE BATTLE FOR TALENT IN BANKING. Current and Future Recruiting Strategies for Community Banks
WINNING THE BATTLE FOR TALENT IN BANKING Current and Future Recruiting Strategies for Community Banks BANKING ON THE RIGHT TALENT CORE Recruiting Practices for Community Banks A Note from JR Llewellyn,
The New Workforce: Globals and Millennials
The New Workforce: Globals and Millennials Paul M. Conrad ASPIN Director of Training and Workforce Development ARRC Program Director OBJECTIVES 1. Briefly review the different generations in the workplace
Lecture Materials BANK MARKETING. Lance Kessler President Lance Kessler & Associates Mechanicsburg, Pennsylvania
Lecture Materials BANK MARKETING Lance Kessler President Lance Kessler & Associates Mechanicsburg, Pennsylvania lekessler@aol.com 717-766-1005 August 2, 2016 Graduate School of Banking at the University
Comprehensive. Compliance and. Risk Management. Solutions for. Credit Unions
Comprehensive Compliance and Risk Management Solutions for Credit Unions It s Time to Take Control of Compliance and Risk For nearly 100 years, Wolters Kluwer Financial Services has been serving the needs
The Fourth Way and a Better Way
WHITE PAPER The Fourth Way and a Better Way Staying competitive in the payments arena Trends and technology continue to increase the ways consumers and businesses can make and receive payments. As a digital
FIS Personal Finance Powered By MX. Business Case
FIS Personal Finance Powered By MX Business Case FIS Enables You to Win the Loyalty of the Industry s Most Profitable Users Through the Power of Data We offer four key solutions all of which center around
BANK SATISFACTION BAROMETER (BSB)
REPORT 2017 BANK SATISFACTION BAROMETER (BSB) 1 CONTENTS BANK SATISFACTION BAROMETER 2017 INTRODUCTION 3 BANK SATISFACTION BAROMETER 4 1 THE TRADITIONAL BANK VALUE PROPOSITION IS CHANGING 8 2 PRODUCT AND
Measuring for Success: Redirect Your KPI s
Measuring for Success: Redirect Your KPI s CUNA Technology Council David Potterton, Research Director September, 2014 Changing Banking Models Hitting the Mainstream My own mother even pays bills on her
Digital Profit Master A Report to Help Create Better Online Products
Digital Profit Master A Report to Help Create Better Online Products Sumner 2. Digital Profit Master By Daniel Sumner 1 Digital Profit master By Daniel Sumner Legal Notice The information contained herein
Axcess Canada s Global Mobile Software Strategy. Game Changing Initiatives to Power Tomorrow, Today
Axcess Canada s Global Mobile Software Strategy Game Changing Initiatives to Power Tomorrow, Today Mission Statement To effectively use technology to optimize customer experience through the entire life
Mobile Government - Your Constituents Expect More. Diane Morgan October 28, 2014
Mobile Government - Your Constituents Expect More Diane Morgan October 28, 2014 Trends What is happening in the Mobile World? The App is now the Customer/Constituent Engagement Tool 3 You ve Seen the Numbers
Buying an Existing Business:
Buying an Existing Business: Pitfalls & Pointers BILL SEAGRAVES So you re considering buying an existing business. First of all, congratulations! This is a big step, and by many accounts, a smart decision.
Financial Services: Maximize Revenue with Better Marketing Data. Marketing Data Solutions for the Financial Services Industry
Financial Services: Maximize Revenue with Better Marketing Data Marketing Data Solutions for the Financial Services Industry DataMentors, LLC April 2014 1 Financial Services: Maximize Revenue with Better
DOVER FEDERAL CREDIT UNION COMPUTER UPGRADE MEMBER COMMUNICATION GUIDE (JANUARY 12-16, 2018) --- WHAT IS HAPPENING ---
DOVER FEDERAL CREDIT UNION COMPUTER UPGRADE MEMBER COMMUNICATION GUIDE (JANUARY 12-16, 2018) --- WHAT IS HAPPENING --- As Dover Federal Credit Union celebrates its 60th Anniversary and reflects on where
Bank of Montreal Annual General Meeting of Shareholders
Bank of Montreal Annual General Meeting of Shareholders Address delivered by William Downe Chief Executive Officer, BMO Financial Group March 31, 2015. BMO Annual General Meeting of Shareholders Address
WHITE PAPER. THE BENEFITS OF OPEN APIs ENABLING RAPID INTEGRATION. Ramchandar Loganathan IBS Solution Architect
THE BENEFITS OF OPEN APIs ENABLING RAPID INTEGRATION Ramchandar Loganathan IBS Solution Architect In the past, financial institutions relied on large complex systems that made enhancements to the existing
WORKING WITH MILLENNIALS. Presenter: Lisa Talbot and Christopher Earnshaw Date: June 7, 2016
WORKING WITH MILLENNIALS Presenter: Lisa Talbot and Christopher Earnshaw Date: June 7, 2016 WHO ARE MILLENNIALS? Millennial Generation Born: After 1980 Age of adults in 2014: 18 to 33 Share of adult population:
Level the Playing Field
Level the Playing Field When Resources are Tight Chris Warwick VP Consumer Marketing, Kasasa The Challenges We Face Community Banks 1 Measuring Performance 6 Resources 2 Data Analytics 7 Too Many Initiatives
Temenos Regional Forums. 24 July 2018 Sydney, Australia
Temenos Regional Forums 24 July 2018 Sydney, Australia Conversational Customer Engagement Dharmesh Mistry, Chief Digital Officer, Temenos Tuesday, 24 th July 2018 Agenda 1 Banking is changing 2 Conversational
Customer Experiences are driven by Conversations
Customer Experiences are driven by Conversations A Conversational Intelligence Framework Printed 9/18/2018 #C3SF2018 Mitch Lieberman, Program Director mlieberman@opusresearch.net @mjayliebs Power Up Connecting
Discussions in digital: What s a marketing ecosystem and what does it mean for marketers?
Discussions in digital: What s a marketing ecosystem and what does it mean for marketers? Marketing ecosystems are creating new professional opportunities and making new demands. Here s how today s marketing
Bank Satisfaction Barometer 2015
Bank Satisfaction Barometer 2015 In this third installment of the Bank Satisfaction Barometer, banking satisfaction remains relatively stable. The 2015 overall score of 79 (on a 0-100 scale) is identical
Beyond Payments: The Digital Commerce opportunity for Banks. Giorgio Andreoli Managing Director Accenture Digital mcommerce
Beyond Payments: The Digital Commerce opportunity for Banks Giorgio Andreoli Managing Director Accenture Digital mcommerce Mobey Day Barcelona, Oct 8 th, 2014 Agenda 1. Digital disruption and the impact
Communicating with Customers in Context
Communicating with Customers in Context CONTEXT IS EVERYTHING Most executives would agree that the more a company knows about a customer, the better positioned that company is to serve them. This has led
Help and support for your everyday banking. Worthing branch closure 14th November 2018
Help and support for your everyday banking Worthing branch closure 14th November 2018 Facts correct as at 2nd October 2018 The way we bank is changing The world of banking has changed a lot lately and
Your Farm Your Brand. Doug Edge. Farm Journal Media
Your Farm Your Brand Doug Edge Farm Journal Media My Background One word to describe these brands: One word to describe these brands: Chip and Joanna Gaines Why is Farm Branding important? Why is Farm
Vynamic Digital Banking. Offer Your Customers Next-Generational Digital Banking Experiences
Digital Banking Offer Your Customers Next-Generational Digital Banking Experiences 45% The percentage of online consumers in the UK who feel their primary bank website enables them do everything they need
Frank CONCEPT DOCUMENT
CONCEPT DOCUMENT Frank TEAM MEMBERS Blake Woods, Lake Trust Credit Union Bret Davis, Patriot Federal Credit Union Danielle Frawley, Fort Community Credit Union Jennifer Meyers, Westerra Credit Union PROBLEM
Efficiently Marketing Efficiency
Efficiently Marketing Efficiency A Market Segmentation Study 1 NRECA MARKET RESEARCH SERVICES NRECA MARKET RESEARCH SERVICES BiCoalar?? Can you judge a book by its cover? NRECA MARKET RESEARCH SERVICES
Your Guide to Building an Effective Analytics Strategy
ANALYTICS Your Guide to Building an Effective Analytics Strategy Turn your insights into results From large banks and credit unions to community financial institutions (FIs), the idea of putting analytics
THE CASE FOR MOVING TO A HUB-AND-SPOKE BANKING MODEL WHITE PAPER ARCA.COM
THE CASE FOR MOVING TO A HUB-AND-SPOKE BANKING MODEL WHITE PAPER ARCA.COM EXECUTIVE SUMMARY Across industries customers are demanding more personalized offerings and service from those they patronize.
ATM Outsourcing. The Answer to Your ATM Woes. Is ATM Outsourcing Right for You?
ATM Outsourcing The Answer to Your ATM Woes Owning an ATM can be a difficult task. Cash forecasting and replenishment, regular maintenance, repairs, transaction processing and software upgrades can all
Hello.
=! Hello. ; @Danny_Blackburn @stickyeyes www.stickyeyes.com What is content? This is content too, right? Content? Strategy Research Assets Content` Strategy Research Assets Content Strategy Research Assets
CO-OP Shared Branch. Launching and Leveraging the New CO-OP Consumer Brand. A Detailed Guide Issued: July e There. Be More.
CO-OP Shared Branch Launching and Leveraging the New CO-OP Consumer Brand A Detailed Guide Issued: July 2013 e There. Be More. Table of Contents Section 1: Why Have We Changed Our Logo?...3 Section 2:
SPECIAL REPORT. Smart Home. Five Reasons You Should Get in the Game. Strategies for Utilities
SPECIAL REPORT Smart Home Strategies for Utilities Five Reasons You Should Get in the Game table of contents Introduction 3 Reason #1 6 Reason #2 8 Reason #3 10 Reason #4 12 Reason #5 14 Fast Facts About
Impact of on future insurance
AI Impact of on future insurance Drs. Ing. PPM Huijbers CTO Large Accounts Fujitsu EMEIA We want to be there for customers in the moments that matter most. Incorporating artificial intelligence into our
U.S. COMMUNITY BANK RESULTS. Creating a New Level of Bank Service for Community Bank Customers U.S. COMMUNITY BANKS 1
U.S. COMMUNITY BANK RESULTS Creating a New Level of Bank Service for Community Bank Customers U.S. COMMUNITY BANKS 1 CREATING A NEW LEVEL OF SERVICE FOR U.S. COMMUNITY BANK CUSTOMERS Welcome to the third
Data management meets the C-suite
Q&A Data management meets the C-suite Why it matters and what to do about it Audit / Tax / Advisory / Risk / Performance Smart decisions. Lasting value. Data management meets the C-Suite: Why it matters
Digital Strategy 1.0. Office of the Chief Information Officer OCIO City of Vaughan
1.0 Office of the Chief Information Officer OCIO City of Vaughan Rev. December 14, 2016 Communications COMMUNITY ENGAGEMENT eservices + Mobile Apps 24/7 Access to Data + Content TRANSPARENCY Internal Digital
Retail Banking Insights
Retail Banking Insights nsights Number 9 January 2017 The Winning Formula for Omnichannel Banking in North America For more than a decade, traditional retailers have been designing customer journeys and
Four Models to Weather the Turbulence in Banking
Four Models to Weather the Turbulence in Banking As profit pools shift, here s how banks can extend their digital reach and relevance. By Richard Fleming, Joe Fielding and Eduardo Roma Key contacts in
How Mobility Benefits Your Workforce, Your Customers, Your Business. Ankur Goyal Product Manager Progress Software
How Mobility Benefits Your Workforce, Your Customers, Your Business Ankur Goyal Product Manager Progress Software 2 Mobile the Future? Haven t we seen this all before Remember It must have been 1997 First
Introduction to digital marketing
Introduction to digital marketing with emphasis on social media DAVID FERNANDO TERRA FERMA MEDIA LTD www.terrafermamedia.com Marketing communications agency: website design & build social media marketing
How Will Your Bank Thrive?
How Will Your Bank Thrive? Pennsylvania Association of Community Bankers Annual Convention September 24, 2016 Timothy Reimink Managing Director Crowe Horwath LLP Session Description Some people wonder
Communicating with Customers in Context
CUSTOMER COMMUNICATIONS Communicating with Customers in Context Understand customer needs at specific moments CONTEXT IS EVERYTHING Most executives would agree that the more a company knows about a customer,
Retain & Delight. Understand Each and Every Customer to Solidify Lifetime Value. An NGDATA White Paper
Retain & Delight Understand Each and Every Customer to Solidify Lifetime Value An NGDATA White Paper KEEPING CUSTOMERS HAPPY SO THEY KEEP COMING BACK IS A CRITICAL COMPONENT OF YOUR BUSINESS SUCCESS. ORGANIZATIONS
Platforms, brokers and connected devices What are the implications of the use of consumer data?
Platforms, brokers and connected devices What are the implications of the use of consumer data? Introduction Which? have been looking into the implications for consumers of the increasing use of data about
Heartland Credit Union Association Saturday, October 7, 2017
1 THINK BIGGER!!! Heartland Credit Union Association Saturday, October 7, 2017 2 AGENDA Changing Industry Overview Where We Are At Running It As Your Own Business Engagement Get Out of the Way 3 The difference
Customers expectations compared to banks perception. Brussels, 25 May 2012
Customers expectations compared to banks perception Brussels, 25 May 2012 The E&Y Global Consumer Banking Survey 2012 This is Ernst & Young s latest survey of retail banking customers around the world.
Emerging Payments: The Next Step in Providing Member Convenience via Channel Expansion. Presented by CO-OP Financial Services
Emerging Payments: The Next Step in Providing Member Convenience via Channel Expansion Presented by CO-OP Financial Services Today s Presenters DR.KATHYHERZIGER-SNIDER Vice President, Product Development
THE CLOUD. and how it can benefit your firm
THE CLOUD and how it can benefit your firm Accountants and bookkeepers have something very important in common with the rest of the world. These professionals now rely on the cloud as one of the most valuable
THE STATE OF CUSTOMER DEVOTION IN RETAIL PART TWO
THE STATE OF CUSTOMER DEVOTION IN RETAIL PART TWO A QUICK RECAP: PART ONE... THE OBJECTIVE We were intrigued to discover how customer s devotion to retailers is influenced by loyalty strategies. THE METHODOLOGY
Branch Design Element FCU s non-traditional branch redesign
Branch Design Element FCU s non-traditional branch redesign Linda Bodie, Chief + Innovator 2013 CUNA Excellence in Operations, Sales and Service July 22, 2013 Branch Redesign Turning transactions into