mobility will transform financial services ecosystems
DESCRIPTION
While technology capabilities are accelerating, business and customer expectations are accelerating even faster. Learn the key principles to leverage mobility.TRANSCRIPT
PROFESSIONAL & PERSONAL MOBILITY WILL TRANSFORM FINANCIAL SERVICE ECOSYSTEMS
TECHNOLOGY CAPABILITIES ARE ACCELERATING BUSINESS AND CUSTOMER EXPECTATIONS ARE ACCELERATING EVEN FASTER
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A decade-long alliance
Return on Intelligence THINK Interactive
+
Interactive Agency based in Atlanta
Branding & Marketing
User Research
UX Design
Content Design & Production
Services firm solely focused on Core Systems Transformations
Deliver critical business & technology change within the
context of today's disruptive forces we call I-SMAC:
Internet of Everything, Social Technologies, Mobility, Analytics &
the Cloud.
We know mobile
mobile applications
200+
20+ SAP mobile projects
We know mobile
20+ SAP mobile projects
iOS Android Windows Blackberry Hybrid &
Web
135 26 15 14 20
200+
MOBILITY MEANS... DEVICES PEOPLE INFORMATION PROCESSES
MOBILE WEB AND APP USAGE HAS CREATED NEW DAY-PARTS FOR UTILITY AND MARKETING.
Comscore 2012 data
SINGAPORE AND HK LEAD SMARTPHONE PENETRATION (OVER 80%.) IN THE US, 55% OF MOBILE PHONES ARE SMARTPHONES. Peppers & Rogers Group 2012
PEOPLE ACCESS THEIR SMARTPHONE AROUND 150 TIMES PER DAY. YES REALLY. Tomi Aronen Almanac 2013 (Also cited in Mary Meeker’s KPCB 2013 deck)
NEW BEHAVIORS AND ATTITUDES AS PEOPLE BUY. IN 2000, 70% OF US CONSUMER TRANSACTIONS WERE BY CASH AND CHECK. BY 2010, IT WAS ONLY 43%.
2000 2010
To an Analog Banker in a Digital World Booz&Co August 2013
MOBLIE DEVICES ARE THE STARTING PLACE FOR MANAGING FINANCES 66% OF THE TIME (59% PHONE, 7% TABLET).
IN WEALTH MANAGEMENT, 85% OF CLIENTS ARE WILLING TO USE TECHNOLOGY-MEDIATED TOOLS. ONLY 43% OF ADVISORS ARE. Ernst & Young 2012
MOBILITY ADDRESSES CHALLENGES INCLUDING SELF-SERVICE, RETENTION, AND IMPROVED BROKER PRODUCTIVITY
UBM TechWeb Report 2011
PRINCIPLES TO LEVERAGE MOBILITY
v
Principle #1:
Wrap the business around the
technology around the customer.
Devices
The Business The economy
Customer
Touchpoints
Principle #2:
Map the entire digital ecosystem via
‘Customer Journey Maps’
STAGE: CONNECT STAGE: CONSIDER STAGE: CONVERT STAGE: RELATIONSHIP
TRIGGER TRIGGER TRIGGER
BUSINESS SYSTEMS Devices, Platforms & Products, Analytics
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2
4
4
6
4
5
Principle #3:
Mobile links online and offline, as
well as stands on its own.
WEB, APPS IVR & CSR KIOSKS MOBILE APPS CRM
Principle #3:
Mobile links online and offline, as
well as stands on its own.
TV
PRINT OUTDOOR
DIGITAL
WEB, APPS
IVR & CSR KIOSKS
MOBILE APPS
CRM
Principle #4:
Drive process transformation from
the device closest to the process.
PROVIDER
PROVIDER
2012
2014+
MOBILITY FOR CONSUMERS
Useful
BRANDED UTILITY
DIGITAL PRODUCTS
& SERVICES
ADVERTISING
Eye C
atc
hin
g
Branded Utility Framework
Useful
BRANDED UTILITY ADVERTISING
Eye C
atc
hin
g
DIGITAL PRODUCTS
& SERVICES
Deliver value and usefulness
in addition to messaging
Wrap the useful service in
branded and differentiable language
and experiences
Branded Utility Framework
Moving Beyond Transactions
ALLSTATE DIGITAL LOCKER
Cross-platform application for customers and
prospects to create a digital inventory of the
valuables in their homes. Transform a chore
into a fun and branded experience.
Digital Locker delivers delightful moments
including a spinner animation for tallies,
mobile photos and tagging, web lookup for
simplified value entry. Alerts and educational
moments are built into the platform.
Drives lead generation and cross-sell and up-
sell opportunities across property insurance.
INTERNET BANK (WHITE LABEL)
Cross-platform application with web, mobile,
and back-end integration. The Internet Bank
system uses a secure private database for
storing documents, thereby achieving work
autonomy that does not depend on the state
of the bank system. Clients can prepare and
send documents even when offline (or the
bank core systems are unavailable).
Flexible user experience layer for branded
customizations of look and feel. Branded
utility model allows including content
/educational tools, and business rules to be
customized for capabilities and client needs.
MOBILITY FOR FS PROFESSIONALS
ME
AN
ING
VIEW
UNDERSTAND
DATA
INFORMATION
ACTION
WISDOM
KNOWLEDGE
CONFIDENCE
Big data isn’t about data, it’s about insight
Mobilizing process eliminates physical constraints
2012
2014+
PRESENT Synchronous or asynchronous client
meeting
ACTIVATE Provision
PRODUCE Research, Write, Analyze
EDIT Input, Review, Request
SAP BOARD DOCS APPLICATION
Working with SAP’s executive team, Return
on Intelligence built and launched an iPad
application to deliver document packets to
Board of Directors.
The application has a streamlined user
experience and eliminates a series of current
board member frustrations. The app supports
a wide array file types, including MS Office,
PDF and video.
Native iPad application reduces
organizational challenges and increases
security, confidentially, and efficiency
(including device security). The app also
introduced traceability and document-level
and board member-level analytics.
NATIVE iPAD 360º CUSTOMER VIEW
Working with a large financial services
company, developed a 360º analytics
dashboard of customer data for account
executives, sales managers, inside sales and
field services.
Unique hierarchical browsing UX model
provides overview and detail and semantic
zooming. Ability to bookmark specific
accounts by adding them to “Favorites” list
and storing data for offline viewing.
Moving data to the edges provides efficient
sales automation solution & integration points
with other applications for future extensions.
THANK YOU
Kevin McManus, Return on Intelligence
Zach Pousman, Think Interactive