New trends for financial services in 2012

New trends for financial services in

2012(Extract from 2012 top 50 innovations, a Jasmin report

Founded in 2001 in Bordeaux, France

A strong track record in the Financial Services industry

Produces operational reports on market and leaders drivers …

… but also specifically monitors focused on Innovation in FS

Working mainly with European companies but also north American and

north African ones (120 at the end of 2012)

15 financial services industry specialists

Strategic Marketing oriented

Branches restore their beauty1 Using the latest relationship centric technologies in the bank

to improve the customer experience.

Using customers’ understanding tools and shorter subscription

processes to maximize Front line financial advisors’ productivity

as well as satisfaction.

Next challenge is to propagate these approaches

throughout dense outlet networks.

Customers are now connected with brands 2

Focusing loyalty approach on the relationship intensity :

1# relaying on the customers’ benefits customization

2# and on the exchange interactivity.

Customer Knowledge Management is improved internally thanks to

the Data Base optimization but also through the network

feedback.

Customers now lead the game

1# they choose where and when to interact with brands

2# but also if they wanna share content with peers to become

true fans.

Social networks are everywhere 3

Distribution channels now clearly

integrate social networks through

most banking features.

Social networks as the preferred

channel for some fullweb banks to

humanize exchanges and gain

interactivity.

Personal Finance Management everywhere,

for everyone !4 PFM tools are finally positioned at the heart of financial

players service offerings but also independent technology

companies.

Softwares become more entertaining. They’re of course present

on mobile phones first but also on unexpected channels like ATMs.

Back to human with remote Customer Relationship

5

To reinforce customer relationship management, financial companies

are up to facilitate access for each remote channel through new

technologies.

Fully interactive and ultra-personalized features are displayed,

providing a unique experience to exchanges between customers and

virtual platforms.

6 P2P now concerns all financial products

At first strictly limited to credit, P2P invests today all

distribution channels and any financial products.

P2P concerns now the full range of services and the huge

market becomes now a target.

2012 TOP 3 innovations in financial servicesBANK 3.0

Thanks to a disruptive model compared to traditional banks and coing to combining perfectly new social media with next generation communication technologies, 100% online Alior Sync bank took the first place of the 2012 top 50 innovations in financial services.

100% MOBILE ACCOUNT OPENING

Bank of New Zealand stood out this year and ranks second. It is known as one of the first banks on a world scale to offer a 100% mobile account opening service. It has also created thereby a new independent and integrated distribution channel.

VIRTUAL BANKING VOCAL ASSISTANT

The BBVA Compass’ virtual vocal assistant reaches the third step of the podium. It is skilled to answer all customers requests thanks to language analysis technologies and substitutes itself to human intervention in many fields.

The next 4 trends

• Communication campaigns will be personalized thanks to interactive tools (augmented reality, facial recognition).

• Authentification technologies will be generalized (biometrics, e-signature, imaging, RFID, QR codes).

• Mobile apps will be more complete to tend toward fully remote products subscription.

• New channels will confirm their expansion (social networks, tablets, connected TVs).

Multiplication of

distribution channels

More and more

complete mobile apps

Interactive digital

communication

Enhanced security

New trends for financial services in

2012(Extract from 2012 top 50 innovations, a Jasmin report