Omni Channel Banking
17%
36%
55%
63%
36%
32%
28%
23%
Strongly Agree
Somewhat Agree
Mobile and online channels serve different customer
needs and we tailor customer experience accordingly
Omni-channel means delivering the same
capabilities/functionality across all channels
Omni-channel is about ensuring channel integration
and seamless customer transition between channels
Mobile Omni-channel is about ensuring customers have a consistent
experience of our brand irrespective of the channel they use.
Source: Celent Research © January 2015 The Financial Brand
Perception of Omni-channel Banking
Demographic Shifts
Technology Shifts
Behavioral Shifts
Self-Service
MobilityCross-Device Access
The World Around Us
Generational Shift
Gen X 35-50 (1965 – 1980)
Silent 70-87 (1928-1945)
Millennial 18-34 (1981-1997)
Boomers 51-69 (1946-1964)
Source: Pew Research Center tabulation of U.S. Census Bureau population projections released December 2014
http://www.pewresearch.org/fact-tank/2015/01/16/this-year-millennials-will-overtake-baby-boomers/
90
70
50
30
10
2014 2028 2036 2050
29
66 65
8175
Millennial
Gen X
Boomer
Silent
Not just Millennials
Source: Board of Governors of The Federal Rerserve System Consumers & Mobile Financial Services 2015 Report – March 2015
Embracing Self-Service
The Evolution of Self-Service Banking
Channels were added one after the other
2010s
MOBILE
2000s
INTERNET
1980s
CALL CENTER
1970s
ATM
ATM CALL CENTER INTERNET MOBILE
Multiple systems to manage
Application
Layer
Application
Layer
Application
Layer
Application
Layer
Middleware Middleware Middleware Middleware
Core Banking Systems
Multiple versions of the truthNo smooth handoff of transactions
between channels
Channel-specific services
Challenges of Multi-Channel Banking Experience
ATM CALL CENTER INTERNET MOBILE
Core Banking Systems
Omni-Channel Banking
Connectivity Workflow Messaging Business Logic
Challenges of Multi-Channel Banking Experience
Seamless handoff of transactions
between channels
One system to manage
Single versions of the truth
Full suite of banking services across channels
Mobile Saturation Continues to Rise191.4 million people in the U.S. own smartphones
(77.1% mobile market penetration)
http://www.comscore.com/Insights/Blog/Teens-Older-Demos-Driving-Gains-in-U.S.-Smartphone-Penetration
http://www.comscore.com/Insights/Market-Rankings/comScore-Reports-July-2015-US-Smartphone-Subscriber-Market-Share
75.0%
85.1% 84.7%79.7%
66.4%
54.0%
37.5%
85.0%90.2% 89.4% 86.1%
77.1%
63.7%
49.1%
Age 13-17 Age 18-24 Age 25-34 Age 35-44 Age 45-54 Age 55-64 Age 65+
U.S. Smartphone Penetration by Age: Y/Y ChangeSource: comScore MobiLens, U.S., March 2014 – March 2015
Mar-2014 Mar-2015
78%
16%
6%Currently OfferMobile Banking
Plan to Offer withinnext 1-2 years
Do not plan to offermobile banking
FIs Offering Mobile Banking Services
Source: The Federal Reserve © August 2015 Mobile Banking
and Mobile Payment Practices of U.S. Financial Institutions
48%
74%
75%
79%
82%
84%
41%
23%
16%
19%
17%
16%
11%
3%
9%
2%
1%
MOBILE RDC
BILL PAYMENT
ATM/BRANCH LOCATOR
VIEW STATEMENT/ TRANSACTION HISTORY
TRANSFER FUNDS BETWEEN OWNER'S
ACCTS (SAME FI)
CHECK BALANCES
Currently Offer Plan to Offer No Plans to Offer
Mobile Features Offered
Source: The Federal Reserve © August 2015 Mobile Banking
and Mobile Payment Practices of U.S. Financial Institutions
12%
15%
19%
21%
23%
26%
27%
27%
25%
30%
13%
42%
49%
23%
61%
60%
51%
66%
35%
25%
50%
PERSONAL FINANCIAL MANAGEMENT
CHECK RE-ORDER
STOP PAYMENT REQUEST
VIEW CREDIT CARD (BAL, STMT, HIST)
TRANSFER FUNDS BETWEEN OWNER'S
ACCTS (DIFFERENT FI)
MOBILE P2P TRANSFER
BILL PRESENTMENT
Currently Offer Plan to Offer No Plans to Offer
Mobile Features Offered
Source: The Federal Reserve © August 2015 Mobile Banking
and Mobile Payment Practices of U.S. Financial Institutions
Online Secure Chat
• Secure communication across any device– Web (desktop, laptop)
– Tablet
– Mobile
– Watch
• Text Chat / SMS
• Phone / VoIP
• Video chat
Internet of Things – Anytime, Anywhere
Cross-Device Engagement
11%
44%
62%
81%
5%
32%
52%
84%
Which of these Devices do youuse for banking? (2014)
Which of these devices do you expect to beusing for banking in 24 months? (2016)
Laptop
Smartphone
Tablet
Phablet
Source: Carlisle & Gallagher © January 2015 The Financial Brand
Multi-Device Banking
Smooth Transition of Transactions Between Devices
Remote Loan Application
Through Online Banking
Follow-up by or
Assistance Through
Phone Banking
Walk-through by Loan
Officer at the Branch
Sample Scenario of Loan Account Opening
More and more people are
comfortable applying for
banking products remotely.
Often customers
need assistance
and clarifications.
People still want to be face-
to-face when they create and
grow a relationship.
Good News: Reduced Cost
Bad News: Dealing with complex environments
3.5%
14.3% 16.2%
13.4%
46%
37%
2.8%2.0%
15%
2.2%
10.0%6.7%
10.5%5.9%
2.7%
1366x768
19%1920x1080
8.0%
1280x1024
4.7%
1280x800
5.0%
768x1024
5.2%
320x568
4.1%
1440x900
4.2%
1600x900
4.4%
360x640
6.4%1024x768
5.6%
June 2015
IRIS – An Omni-Channel Platform
OS and Browser Agnostic
Anytime, Anywhere Service
Eliminates the Need for Multiple Products
(Internet Banking, Tablet Banking, Mobile
Banking for both Consumer and Business)
Device and Resolution Sensitive
Responsive Design
Provides an optimal viewing experience across a
wide range of devices using HTML5 and CSS3
The user interface automatically adapts to
the device the user uses to access the
service.
Responsive Design
• Single code base
– No longer managing multiple code bases
• Single content repository and single content
architecture
– No added work to share content across channels
• Any device, any OS, any resolution
• Consistent look and feel
• Consistent functionality
IRIS Omnichannel Banking
Online SecurityACH & Wire
Transfer
Online Account
Opening
Personal Financial
Management
Statement
Request
Customer
Service
Check / Deposit
Image Viewing
Check
Deposit
Bill PayATM / Branch LocatorFunds TransferAccount Inquiry
Full Suite of Online Banking Products Across Devices
Member
Mobile Deposit
Business
Mobile Deposit
Member
Online
Banking
Business
Online
Banking
Member
Mobile Banking
Business
Mobile Banking
IRISTM
Anywhere Banking
Personal Banking Product Features
Accounts
• Account Overview
• Account History
• Account Details
– Checks and Deposit Images
Check Deposits
Funds Transfer
Bill Pay
Customer Service
• Alerts
• Stop Payments
• Check Orders
• Update Personal Information
Keeping Pace as Business Banking Needs Grow
SoHo and
Micro-BusinessSmall Business
Commercial
and Corporate
Sample Scenario of an Entrepreneur Journey
Same needs as a Consumer Use Personal Acct
Value Time over Money
DIY
Need Biz Acct & some services Begin Delegation of functions
Need enhanced payment capabilities
Increased Cash Management needs
Multiple Biz Accts & services Refined job functions
Pursue efficiency in tech
Seek timely insight for
financial decisions
Business Banking Product Features
Remote Deposit Capture
• Merchant Item Capture
• Business Mobile Capture
Business Bill Pay
Treasury Management
• ACH
• Wire Transfer
• Positive Pay
• Roles Based User
Entitlements
Accounts
• Account Overview
• Account History
• Account Details
– Checks and Deposit
Images
Customer Service
• Update Personal
Information
• Check Orders
• Alerts
• Stop Payments
Questions and Answers