the new member experience roundtable
TRANSCRIPT
![Page 1: The New Member Experience Roundtable](https://reader030.vdocuments.us/reader030/viewer/2022032506/55cc3a02bb61ebf6258b46be/html5/thumbnails/1.jpg)
SEIZE THE NOW
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THE NEW MEMBER EXPERIENCE
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FAST, BRILLIANT & CONNECTED
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LET’S REVIEW
• What Is Fast, Brilliant & Connected?
• Mobile & Online Integration
• The Omnichannel Experience: Innovation and Implementation
SOURCE: JIM MAROUS, THE FINANCIAL BRAND
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HOW’S THE EXPERIENCE?U.S. CUSTOMER EXPERIENCE INDEX BETWEEN 2015 - 2013
79.5
ALL CUSTOMERS2015 - 2013
DOWN(2.9%)POINTS
76.6 72.2
MILENNIALS
80.1
OTHERS
SOURCE: CAPGEMINI WORLD RETAIL BANKING REPORT 2015
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UNLIKELY LIKELY
WILL THEY STAY OR WILL THEY GO?
SOURCE: CAPGEMINI WORLD RETAIL BANKING REPORT 2015
6.3%
8.7%
20.6%
(4.1%)
(3.6%)
(16.5%)
STAY
REFER
BUY
LIKELYHOOD FOR CUSTOMERS TO STAY, REFER, AND BUY FROM THEIR PRIMARY BANK, 2015
INCREASE FROM 2014 DECREASE FROM 2014
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STRATEGY
CO-OP MOBILE
MOBILEREWARDS
IN-LOBBY TELLER
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ENSURING ENGAGEMENT
KNOW WHAT YOU OFFER?
LEARN HOW TO USE IT?
START RELYING ON IT?
EXPERIENCE CONTINUAL IMPROVEMENT AND NEW IDEAS?
HOW DO THEY...
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WHAT DO CONSUMERS WANT?
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MOBILE IS A MOTIVATOR
2014 P2P USAGE
2014 P2P TRANSFERS
2014 SWITCHING INSTITUTIONS
SWITCHING INSTITUTIONS NOW
up 100% for young adults. 31% of young adults and 28% of mobile banking users switched financial institutions over the past two years, compared to 20% in 2013.
Half of young adults did a P2P transfer.
Young adults and mobile banking users are now nearly twice as likely as the average U.S. consumer (16%) to have switched.
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NEW WAYS TO PAY
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MASHUP MOMENTS
SECURITY
MOBILE
ATM
SOCIAL
PAYMENTSLENDING
WEARABLES
VIDEO
BRANCHES
ADVICE/MONEY
MANAGEMENT
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SOURCE: CAPGEMINI WORLD RETAIL BANKING REPORT 2015
BRANCHING: OUT?CHANNELS CUSTOMERS USED, BY LIFECYCLE STAGE (%), 2015
48.5%
27.3%
12.7%
8.3%
3.3%
FIRST HEAR
42.4%
30.5%
13.2%
9.7%
4.2%
RESEARCH
52.4%
25.2%
12.3%
8.2%2.0%
APPLY
GEN Y
100%
75%
50%
25%
0%
RES
PO
ND
EN
TS
(%
)
48.5%
27.3%
12.7%
8.3%
3.3%
FIRST HEAR
42.4%
30.5%
13.2%
9.7%
4.2%
RESEARCH
52.4%
25.2%
12.3%
8.2%2.0%
APPLY
OTHERS
SOCIAL MEDIA
PHONE
MOBILE
INTERNET
BRANCH
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OR BRANCHING OUT?
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REASONS TO CHOOSE