ing belgium: setting the standard, now and in the futurepublic/@internet/@ibe/... · ing belgium:...
TRANSCRIPT
Mobile banking press event
November 26th, 2014
Mr. Lieven Haesaert, General Manager Direct Channels, ING Belgium
Dr. Ian Pearson, Futurologist, Futurizon
ING Belgium: Setting the standard,
now and in the future
4
Banking is a primary reason to use the internet
80% of all Belgians connects at least once a week to the internet… while the European average is 72%1.
58% of all Belgians uses the internet to do online banking… while the European average is 42%1.
47% of all Belgians uses the internet to communicate on social networks… while the European average is 43%1.
1. Source: FOD Economie (2014). Barometer van de informatiemaatschappij.
vs.
5
Smart mobile devices are now widely adopted…
Share of Belgians owning smartphones and tablets1
Share of Belgians intending to purchase a smartphone or tablet1
24% of Belgians owns both a smartphone and a tablet
30%
19%
46%
38%
0% 10% 20% 30% 40% 50%
Dec ‘12
Feb ‘14
13%
20%
17%
21%
0% 10% 20% 30% 40% 50%
1. GfK: Multi Screen & Mobility Survey (February 2014)
… and so is mobile banking
27% of Belgian internet users uses mobile banking1
Including both men and women1
Including all age groups1
6
24%
30%
0% 20% 40% 60%
20%
24%
32%
37%
30%
0% 20% 40% 60%
18-24y
55+ y
1. ING International Study (May 2014). Financial empowerment in the Digital Age.
25-34y
35-44y
45-54y
27%
The mobile app has become the most frequented online channel
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3
2011 2012 2013 2014
7
Online banking sessions on PC, smartphone and tablet1
(Q1 2011 – Q3 2014)
1. Source: ING Belgium.
57%
Nu
mb
er o
f o
nlin
e b
anki
ng
sess
ion
s
Customers log in almost every day on their smartphone
8 1. Source: ING Belgium.
Average number of logins per week1
(average week for an active user)
0 1 2 3 4 5 6 7
1 to 2 times
2 to 3 times
>5 times
9
Tablet banking has created a new banking moment
1. Source: ING Belgium.
ING online banking usage throughout the day (weekdays, relative distribution per channel)
0:00
1:00
2:00
3:00
4:00
5:00
6:00
7:00
8:00
9:00
10:0
0
11:0
0
12:0
0
13:0
0
14:0
0
15:0
0
16:0
0
17:0
0
18:0
0
19:0
0
20:0
0
21:0
0
22:0
0
23:0
0
No
rmal
ized
nu
mb
er o
f vi
sits
Where do Belgians log in the most when abroad1?
(summer period 2014)
France
The Netherlands
Spain
Morocco
Turkey
France
Spain
The Netherlands
Italy
USA
1
2
3
4
5
1
2
3
4
5
Mobile banking everywhere
10 1. Source: ING Belgium.
Share of sessions from abroad in an average week1
(October 2014)
5% October
10% Summer
6% October
11% Summer
11
For mobile bankers, contact with the branch stays as important…
Which of the following types of banking do you use and how often…1
1. ING International Study (May 2014). Financial empowerment in the Digital Age.
12
… and they are very eager to give feedback
« J'adore l'application sur tablette ! Bravo ! Mais ça serait intéressant de pouvoir modifier
les types d'achats dans 'Mon budget'. Par exemple: j'ai été acheté quelques bricoles dans une épicerie et ça me dans 'Divers'. Quand je
vais dans une enseigne alimentaire bien connu, ça met logiquement dans 'Famille' »
- M.S. (3/05/2014 )
« Bravo!! Outil très intelligent et facile d utilisation. Meilleur gestion du budget et meilleur vue sur la gestion au quotidien.
Vraiment bravo! »
- B.N. 02/11/2014
Bien, mais dommage qu'il ne soit pas possible d'avoir accès aux investissements
- R.D. (21/08/2014 )
“App werkt zeer goed. Zeer gebruiksvriendelijk en overzichtelijk.
Heel eenvoudig en in 'no time' te installeren. Prima ! Bedankt !”
- P.P.(10/07/2014 )
• Source: ING Belgium; Feedback given through the feedback form on the tablet app.
> 5.000 feedbacks received in the last 6 months = key input for the evolution of our channels
Total sample (n = 539)
Total sample (n = 449)
Total sample (n = 668)
• Top 2 = sum of respondents who answered “very easy” or “rather easy”. Customer effort score correlates with NPS and Satisfaction score
92%
89%
78%
“Easiness” of ING Direct Channels (Customer Survey 2014, ING Belgium)
… confirmed by our ‘Customer Effort Scores’
15
17
Savings accounts
(Lion Deposit & Lion Premium)
Credit Card
(Visa Classic)
Current account
(Lion Account)
Travel insurance
(Lion Assistance)
Make An Appointment
An increasing product offering on mobile …
18
Coming soon: Subscribe to an ING pension savings plan on mobile in 3 clicks
… and launching a new one
1 2 3
19
Anywhere, also for our business customers
2 3 4
Coming soon: “Second signature” on mobile
1
Robert Schumann
R.S. Architecture
R.S. Architecture
Robert Schumann
20
What customers value most in mobile banking
Since using mobile banking …1
1. ING International Study (May 2014). Financial empowerment in the Digital Age.
Customers want intelligent tools for money management1
41% of mobile bankers would use
automatic categorisation of their spend on clothes, meals out, etc.1
63% of respondents keep a
household budget.1
22 1. PFM Insight Series: Edition 4, MAPA research, June 2014, the Financial Brand June 2014 2. Source: ING Belgium.
“In terms of iPad app developments ING (BE) stands out as one of the fresher
examples of added PFM functionality over the last 12 months. 1”
- MAPA independent global research
More than 750.000 downloads
Overview of average ratings in the App Store & Google Play Store since the launch of our apps2
(iOS & Android consolidated)
Our Smartbanking apps have been downloaded
more than 750.000 times since the
launch in June 2011 2.
Dr Ian Pearson
Future of mobile banking
www.futurizon.com
twitter.com/timeguide
timeguide.wordpress.com
Part 1: short term trends
• Always on – coverage, data rate, battery life, ease of use
• Instant gratification – what you want, where you are, now
• Eurostat: Half of EU internet access is via mobiles
• Originally phone, email, social nets, news, reading, games, music
• Now photos, searching, ordering, payment, ticketing, fulfilment
• Services are becoming commoditised
• Many users own phones, tablets and laptops, need common feel
• Users now assume suppliers know their location & preferences
• and assume they can pay and ticket using mobile
• Need more personalised experience to differentiate
Mobiles cover every area of the
modern lifestyle. So must payments.
Better mobile nets,
devices and apps
lead people to lead
a more mobile
anything/anywhere
lifestyle.
Virtuous circle for app, web &
enterprise development
Improving OS,
interfaces &
displays
Ease of use
Ubiquity
Higher
market
visibility
Easy & secure
authentication
& payments
More willing
entrepreneurs
High speed
data &
location
Result: growing use and richer lifestyles
Reorganisation and restructuring
Much wider variety of ad-hoc business
models with more freelancers, coops and
virtual companies, each with custom apps
and structures but all needing payments.
As new and unfamiliar organisations grow quickly, and as people
use their mobiles for more and more things, trust in the
underlying authentication and payments systems becomes more
important. Having a proven record is essential to success.
Trust-based services
Context/
Location
Reputation &
Recommendations
Certification
Virtual
companies
Services
Privacy/
Smart filters
Custom overlays
Sensor nets
Interfaces
Identity
management
Trust is the most essential ingredient for successful business
Augmented
reality
Security Payments
Brand assurance
TV
IT Converging with other sectors
via Internet of Things
IT will converge with every technology area.
Phones
& tablets
Games Mags
Tracking
Film
Augmented
reality Profiling
E-ink Clothes
Food
Retail
Cars
Visors Health
Thin, flexible & cheap displays will be scattered everywhere as well as assorted visors and all the usual phones and tablets
Home &
office
devices
Accelerating lifestyle innovation
Ease of use
Accessibility
Familiarity
Mobiles are the obvious choice for most things most of the time. A virtuous
circle of accessibility, familiarity and ease of use leads to more use and
increased feeling of safety. Biometrics helps all three so may be a big driver.
Banking is main driver for internet use. Managing your money effectively
underpins living to the best of your resources.
Low stress mobile payments
Secure Device and Network
Intuitive payments mechanisms
Simple secure apps
Freedom
of Lifestyle
Peace
People want to manage & spend their money anywhere, any
time, on any device. Having an easy interface with easy
biometric authentication and knowing it is still secure leads to
peace of mind – and greater use!
Encryption
Biometrics
Good design
Trust yields use
Without stress
Death of passwords • People can’t remember many tough passwords. Wearable
devices are adding to a range of biometrics to replace
passwords as primary means of authentication
• Mobiles include near field comms for payments. Mobile is
a security token itself but some now have fingerprint and
face recognition.
• Wristbands and rings are also being tried
• Fingerprints, voice, gestures, signatures, iris…
• Nothing is risk-free so there is always a trade-off between
ease of use and security. Banks have to absorb tech risk.
Sponge nets, ad-hoc nets, fog…
Direct inter-device networking may soon become an important alternative internet platform, diversifying choice of network on the move
Wireless LAN link
to web and
between clusters
Wireless links
Laptops
Tablets
Smart phones
Display devices
Digital jewellery
Beacons
Street furniture
Custom devices
Smart clothing
Active skin
AR – Enhancing the real world
Hi-res, 3D content overlays for email, leisure, socialisation, navigation etc
Dual appearance – Can blend games or TV or ads
into real world lifestyles
– You can choose how you appear in the broadcast virtual world
– Everyone can see the world differently
– Fight off aliens while your partner chooses an outfit
Will further increase range of services that integrate online payments
37
We are proud of our track record in adopting trends
1985: First Self’Bank
1992: First PC banking platform
2007: First universal direct bank
2013: First budget module on tablet
2012: First in-app banking product sales
2014: First Private Banking app
2011: First mobile banking app
41
Biometrics offer the solution
Willingness to adopt biometrics for banking1
(UK bank customers, 2014)
1. British survey commissioned by Intelligent Environments, 2014
79%
52%
33% 30% 29% 27%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
In favour of biometrics instead of passwords Fingerprint Eye Face Heartbeat Voice
42
Where could fingerprint replace codes?
50%
52%
61%
0% 20% 40% 60% 80% 100%
Fingerprint for credit card purchases
Fingerprint to replace all internetpasswords
Fingerprint to unlock screen
Interest levels in using fingerprint as alternative to codes1
1. Source: Ericsson Consumer Lab Analytical Platform (2013). Base: 5.000 iPhone/Android smartphone users in 10 major cities (worldwide), who use internet daily
45
1985: First Self’Bank
1992: First PC banking platform
2007: First universal direct bank
2013: First budget module on tablet
2012: First in-app banking product sales
2014: First Private Banking app
2011: First mobile banking app
2014: First Belgian bank to implement biometrics on mobile
Miniaturisation: Even smart
watches are only half way there
Identification,
security, payments
Social status
Digital image
augmentation
Communication,
data distribution
Sensing
Medical
monitoring,
alarms
Networking
Decoration
Tribal signalling
Digital bubble
Mobile
website
Miniaturisation will bring everyday IT down to wearable and jewellery size.
Combinations of devices can monitor and relay a wide variety of data.
Any
form
Trust in Payments 2020
• 73% worried about password & credit card theft
• Electronic payments will use combinations of
intuitive security mechanisms & biometrics such as
fingerprints or voice recognition
• Social tokens can also enhance trust:
Handshake + voice recognition + gesture – e.g. “here
is €20”. Signal travels between devices via the skin
across handshake, with time, GPS location, both IDs,
voiceprint.
• Friendly, intuitive, no passwords, very secure
49
Permanent layer Mid-term layer
Ink layer Membrane layer Wearable layer
The body becomes an IT platform
Skin Epidermis
Dermis
Skin-based electronics can link blood
chemistry and nerve signals to
external computers and systems
Active skin progress so far
Seoul National
University -
A flexible electronic
skin patch has strain
gauges to measure
tremors, and heating
elements to release
drugs held inside
nanoparticles
Epidermal Electronic
System, US, China,
Singapore team
Once basic sensors become available, there will be rush for software to interpret
and use the data. Main market is medicine but IT interfacing and virtual biometrics
will also feature.
Different situations, same care
Friendly
Context aware
Personal
Any provider can provide increasingly commoditised services.
Differentiation in an age of advancing AI will come from
having people who know and understand the customer, what
they need in this situation, and how best to make it happen.
IoT 2020: Getting the Context Clouds, tags, mobiles and sensor networks
Environment will be full of
processors, tags, data
stores, sensors, displays
& communicators. Self
organising to produce
massive raw ground-up
data pools with their own
intelligence. Big data will
be replaced by biomimetic
smart systems.
Creates ‘digital air’ context
and AI channel between
customer and suppliers
Tag
Store
Store
Store
Tag
Tag
Tag
Tag Store
Processing
Processing
Processing
Sensor
Sensor
Sensor
Sensor
Sensor
Sensor
Comms
Comms
Comms
Display
Display
Keeping customers on board
Satisfy
and
develop Create
awareness
Grow
markets
Look for
new demands
Use social nets
to monitor and
cultivate
customer trust
Tapping needs Developing
expectations
Basic technology development
People will only buy
what they want, but
they don’t know what
they want till they are
shown it!
Care economy businesses
Value of
physical/
intellectual
Work as AI
develops
Value of
Community &
Personal
contact
time More face to face interaction, needing emotional and ‘human’ skills
Trust will be a very key factor and requires better integration
Companies need to work more closely with individuals & community
Sector winners and losers
Centralised manufacturing
High Street shops
Knowledge based jobs
Bricklaying/plumbing etc
Administration
Machine operation
Traditional Companies
Advisors
Transaction processors
IT Departments
Green energy production
Custom manufacturing
Try-on outlets
Human skill based jobs
Personal services
Lifestyle support services
Caring
Entertainment, sport, arts
Law
Modular prefab construction
Virtual world design
Advice/Counselling
Freelancing
Social organisations
Health care
Regulation
Survival priorities
Brand integrity
Business diversity
Trustworthiness
Social responsibility
Foresight
Bravery
Agility & adaptability
Think clouds
Think virtual
Focus on being human