Next Generation Retail Banking

Transcription

1 Next Generation Retail Banking Manoj Purohit Head Financial Services (Asia-Pac & Japan) Cisco Systems Blog:

2 Relationship wallet size Frequency of Branch Visit Changing customer preferences Private Banking Very demanding customers. Highly competitive segment. Aspire to move up High Net Worth (Premier) No time to visit branch. Highly mobile & frequent flyers Aspire to move up Affluent & Emerging Affluent Mass Market Gen-Y Comfortable with ALT channels & technology CASA Focus. Not very profitable. Low attach rate. Key Asks: Customers want banking on their terms, their preferred time & location Solution: Bring banking to customers where they spend time.

3 customers are demanding more Store Web Site Contact Center Mobile Kiosk Research [2] Experience product in store [3] Read online reviews [1] Receive SMS for a promotion [4] Compare prices + buy online Purchase [5] Pick-up product [6] Impulse buy related accessories Service [9] Quality survey + register for promotions [8] Troubleshoot battery issue with CSR [7] Pay for the bill

4 Mass Market Affluent HNW Segments and Products guide us in our design Virtualized Experience Transaction Efficiency Unique Experience Assets Liabilities Stickiness through Commerce Onboarding & Collaboration Access Experience Access Experience

5 Channels Evolution and Segmentation Strategy Customers are demanding more. Banks need to Differentiate themselves

6 Omni-Channel Banking: Consumers want personalized advice and services delivered through merged channels Banks want Productivity and Streamlined Operations Efficiency Ratios Optimized Opportunity Capture Profitable Revenue

7 Cisco s Omni-Channel Architecture: Addressing retail banking customer life cycle Cisco s Smart Solutions Internet Banking Mobile Banking Contact Center ATM Kiosk Mobile Agents Alternate Face to Face Branch Online Channel Branch & Self-Service Remote Expert + Retail Banking CRM = CEM CEM : Customer Experience Management BYOD (Bring Your Own Device) Cloud VXI (Virtualization Experience Infrastructure) Leverage Shared Services & Infrastructure

8 The Gap between ATMs and Branches Bronze Kiosk Silver Kiosk Gold Kiosk Finance Pod ATM Branch Interactive digital screen colocated with ATM or at a branch Interactive kiosk co-located with ATM(s) or at a branch Fully interactive Virtual Teller co-located with ATM(s) or at a branch Fully automated branch model with a dedicated expert interaction space; NO physical staff

9 Cisco s Offerings : Service Bundles Bronze Kiosk Silver Kiosk Gold Kiosk Finance Pod Bronze Transactions - Account enquiries - Cheque book request - Demand draft request Interactions - Customer-specific product advertisements* - Instant messaging expert assistance - Interactive product information Silver + Transactions + Transactions + - Update account information (address, phone number, PIN) - Bank statement printing - Cheque deposit - KYC forms submission Interactions - High definition video and audio expert for - Vehicle loan application - Account queries - Account queries - Personal loan application Gold - Debit/ATM card issuance for new and existing customers - Demand draft issuance Interactions - High definition video and audio expert for - new account opening for existing customers - Home loan eligibility and EMI calculator - Customer specific product upsell offerings Platinum Transactions - Equivalent to a full service branch Interactions - Customer recognition - Private consultation services (on appointment or on demand) for high value interactions for - Home loan application - Insurance application - Portfolio management and financial planning discussions Typical target customer segments All Emerging Affluent Affluent Emerging Affluent High Net Worth Affluent *RBI does not permit third party advertisements currently; expected to permit in the future regulatory changes.

10 Branch Banking : Its not one size fits all Finance POD Smart/Hip branch Innovative branch ime (Identify Me) Premier Branch Fully automated branch model with NO physical staff + 2 virtual staff No teller counters. Typically 1-2 physical staff + 4 virtual staff Branch with effective use of technology. Typically physical staff + 2 virtual staff HNW Customer identification at premier branches using smart phone WiFi Retai n Targ et Acqu ire Retai n Targ et Acqu ire Retai n Targ et Acqu ire Retai n Targ et Acqu ire Servi ce Tran sact Servi ce Tran sact Servi ce Tran sact Servi ce Tran sact Addressing all stages of Customer Life Cycle Model Cisco Remote Expert - Anytime, Any Channel Expert Availability

11 Integration Layer & Middleware Customer Experience Management: The Home Run Multi-Channel Support: Anytime Anywhere Banking VDI/ VXI Enterprise DC CISCO VN-Link / Nexus 1000v / VMware VMotion Interoperability / Portability / Live Motion CISCO VN-Link / Nexus 1000v / VMware Service Provider CISCO VN-Link / Nexus 1000v / VMware CISCO VN-Link / Nexus 1000v / VMware

12 What other retail banks are doing in the region?

13 What other banks are doing in region

14 DBS Flagship Branch

15 Bank Of New Zealand Source:

16 Bank Of America Source:

17 Citibank New Smart Kiosks

18 What other banks are doing in region Citibank hires designers of apple stores to create new branch prototype

19