building a digital retail bank - oracle · 2019-01-21 · building a digital retail bank presented...
TRANSCRIPT
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INNOVATION EXHANGE
Building a Digital Retail Bank
presented by
Claude Spiese
Co-founder of BankClub
Co-founder and former CEO of Timo
Founder and GD or Link Development
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two approaches:
“let’s see how we can get our banking customers to go digital”
or
“let’s see if we can get digital customers to use our bank”
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awareness interest signup usage support referral
AWARENESS & INTEREST
digital vs traditional marketing
digital usage vs demographic segmentation
social media
partnership growth hacking
referrals
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awareness interest signup usage support referral
SIGNUP
branch KYC
café KYC
man on scooter KYC
digital KYC
on-boarding
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awareness interest signup usage support referral
USAGE
functional
usable
engaging
rewarding
social
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awareness interest signup usage support referral
SUPPORT
in-app
call centers
bots
CRM
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awareness interest signup usage support referral
REFERRAL
referral reward
signup and usage
organic referral
partnerships
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CUSTOMER JOURNEY PLATFORM
Key takeaways:
- A diverse set of data sources, data stores, and applications used by a diverse set of users
- Best achieved by deploying a comprehensive, configurable, scalable, and extensible core technology
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CUSTOMER EXPERIENCE PLATFORM
Key takeaways:
- Design an architecture and build to it
- Use robust, scalable, extensible,, configurable core technology
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5 years ago, banks were being told the mobile banking app is the most strategic differentiator for retail banking
Now, banks are being told the mobile banking app is not a strategic differentiator, customers cannot be attracted to the bank’s platform, so put the bank on the customers’ existing
platforms, such as chat, e-commerce, or search engine
BUT WAIT !
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functional
Usable
engaging rewarding social
survey of 30 mobile banking apps in Vietnam
most compete on two aspects: functionality & usability
these aspects not sufficient to give a competitive advantage
banks have not tried three other aspects which have driven virality in other (non-banking) apps
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functional
usable
engaging
rewarding
social
next generation mobile banking app example