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1© 2012 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice 06/03/2012
BANKING IN THE FUTURE
Dr. Juan JuanDistinguished TechnologistIberia sub region CTHP Enterprise Services
E-Banking Summit 2012March 6th, Budapest
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2© 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• Big corporations
• Small & Medium companies
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3© 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)
Þ Latest user device technology (UI) and user advantages required/expected in all profile interactivity.
Þ Mobility and 24x7 access to full service is/will be a must
Þ Bank of one will be a must
Is the IT/IS of our banks ready?
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4© 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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5© 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• iPads, Social Media, “e-Money“, NFC
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6© 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?
ATM
Permanent banking function:
• Shopping
• Business
• Leisure
• Day to day live
• Secure payments
• Trust in relation
Móvil
Web
Consumer
Corporate
Smartphone
Prosumer
Other Channels
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7© 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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8© 2012 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice 06/03/2012
CAIXAMOBIL STORE & PUNTS ESTRELLAMOBILITY & CLIENT RETENTION IN THE 21ST CENTURY
Full blown apps banking suite foriOS, BlackBerry, Android, Nokia, Windows Mobile
Gain & spend „Estrella Points“with every transaction
www.youtube.com/ watch?v=XTF0YkMLS4g
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9© 2012 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice 06/03/2012
“READY TO ACCESS” “CUSTOMER SERVICE” WITH AND BY TWITTER
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10© 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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11© 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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12© 2012 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice 06/03/2012
NEW ENTRANTS – TELCO & RETAIL
• Insurance
• Credit cards
• Loans
• Savings
• Credit card
• Payment through phone bill
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13© 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
Continuously Listen and Analyze
"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
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14© 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
Engage
Under-
stand
Listen
How can Banks improve the dialogue with their customers?
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15© 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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16© 2012 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice 06/03/2012
A day in the life of MaryCUSTOMERS WILL SHARE DATA FOR BENEFIT
100
BP50 BP
250
eBP
50 BP
100
BP500 BP
300 eBP
100
BP
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17© 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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18© 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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19© 2012 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice 06/03/2012
BIG DATA (Sandbox metaphor)
(Unstructured data) & (Structured data)
ADDITIONAL NEEDS ON TOP OF CORE BANKING DATA
Operational Systems
(Product & customer Applications)
(Structured Information)
External Web ContentExternal
Social Media(Unstructured Information)
Internal Digital Content
Internal Social Media
(Unstructured Information)
BUSINESS SERVICES
EXTERNAL INTERFACES
ENTERPRISE SYSTEMS
INFORMATION MANAGEMENT
& DATA SERVICES
CORE BANKING OPERATIONS
CORPORATE
RETAIL
RISK MANAGEMENT & COMPLIANCE
WEALTH MANAGEMENT
TRADING
TREASURY & CASH MANAGEMENT
Business Analysis by the business executives.
Driving Analysis
Sentiment Analysis collected from employee feedback in the Internal Social Media.
Employee Knowledge Business Intelligence pattern analysis for event detection on customer behavior.
Business opportunity identification.
Business enhancement
One-to-One Marketing management.
Automation on creation of customer business proposals.
Personalization
Client profile enrichment for loyalty purposes.
Brand perception and event predictive analysis from Social Media
Client knowledge