efma_innovation2014_lukas

Innovation in retail banking 2014:Gen Z as a „transformation peak“ of

traditional financial services

Lukáš Dzuroška

Regional ManagerEfma Central and Southeastern Europe

sk.linkedin.com/in/lukasdzuroska @LukasDzuroska


GEN Z = GEN C

Daily life of GEN Z (C)



A brand is no longer what we tell the consumer -it is what the consumers tell each other it is.

- Scott D. Cook, Founder/ Intuit & BoD member P&G


Banking is essential. Banks are not.

- Bil Gates, CEO Microsoft, 1994


In the future, BBVA will be a software company.

- Francisco Gonzales, BBVA CEO, 3 Mar 2015

Banks need to follow and...

Uber-ize

Apple-fy

Amazon-ify

... retail financial services.



What does it meanfor retail financialservices?

Key trends in retail financial services


1Gamification

• Convenient banking

– Games

– Loyalty programmes

– Rewards

– Music

Video: https://www.youtube.com/watch?v=i8SYjEpWS08

https://www.youtube.com/watch?v=i8SYjEpWS08



1Gamification


– Games


– Rewards

– Music

Video Nedbank: https://www.youtube.com/watch?v=QyY4_cflunE

https://www.youtube.com/watch?v=QyY4_cflunE


2Personalization

• Big data usage

– Personalize approach & offers

– Event based marketing

– Location based offers



3Simplification

• Simple and customer-friendly approach

– Few, rather transparent products

– Short and clearcontracts



4Design driven outlets

• Optimized branch network

– Self-service zones

– Flagship branches

– Community banking

– Co-working spaces

– Virtual branches


Lightbranch

Coffe-to-go branches

Movingbranches

Self-serviceVTM










Umpqua video: https://www.youtube.com/watch?v=ETrvhQTlhqg

https://www.youtube.com/watch?v=ETrvhQTlhqg


1Gamification


– Games


– Rewards

– Music

2Personalization

• Big data usage

– Personalize approach & offers

– Event based marketing

– Location based offers

3Simplification

• Simple and customer-friendly approach

– Few, rather transparent products

– Short and clearcontracts








The bank of the future for GEN Z customers

omni-channel approach with the opti-channel strategy=

every customer can choose an optimal channel for them


A complex sollution


Ideabank Poland - Idea cloud, Ideahub & Car ATM for SME customers

Video Idea cloud: https://www.youtube.com/watch?v=vRXdcEawKQw

https://www.youtube.com/watch?v=vRXdcEawKQw


Ideabank Poland - Idea cloud, Ideahub & Car ATM for SME customers


Be, where your customersare.

Talk, like your customerstalk.

Do, what your customersdo.


New Players Portal

www.efma.com/newplayers

Studies & Reports

www.efma.com/studies

Innovation Portal

www.efma.com/Innovations

www.efma.com

News & Trends

Efma Articles (online

Efma Journal)

www.efma.com/articles

Resources, Content, Information

http://www.efma.com/newplayers

http://www.efma.com/studies

http://www.efma.com/Innovations

http://www.efma.com

http://www.efma.com/index.php/resources/articles/index/EN/1/509

http://www.efma.com/studies


Local/ Regional

events

Advisory

Councils

Webinars Think Tanks

International

Conferences

www.efma.com/councils

www.efma.com/webinars

www.efma.com/events www.efma.com/roadshows

www.efma.com/thinktanks

Clubs

www.efma.com/clubs

Physical

Online

Networking, Debates, Discussions, Events

http://www.efma.com/councils

http://www.efma.com/webinars

http://www.efma.com/events

http://www.efma.com/roadshows

http://www.efma.com/thinktanks

http://www.efma.com/clubs


Lukáš Dzuroška


[email protected]

mailto:[email protected]



Thank you


Lukáš Dzuroška


efma_innovation2014_lukas

Documents

lukasdzuroska banking

retail financial services

lukasdzuroska gen z

southeastern europe

retail banking

daily life of gen z

clear contracts key

branches selfservice