Kantoor of . ALAIN : Capgemini Financial Services Analysis, 2015; 2015 Retail Banking Voice of the Customer Survey, Capgemini Global Financial Services

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Kantoor of KoffiebarAlain SwolfsMarket Unit Leader Banking & Insurancealain.swolfs@capgemini.comBessenveldstraatBrussels, BelgiumMobile:+32 (0)494 32 13 85mailto:alain.swolfs@capgemini.com>> 0 >> 1 >> 2 >> 3 >> 4 >>JapanTaiwanPhilippinesMalaysiaSingaporeVietnamIndia Peoples Republic of ChinaUnited Arab EmiratesSaudi ArabiaAll of EuropeMoroccoSouth AfricaArgentinaChileBrazilColombiaGuatemalaMexicoUnited StatesCanadaCapgemini Group AustraliaNew ZealandNorth America10,384UK & Ireland8,766Nordic4,145Germany & Central Europe10,596Latin America10,384Morocco1,102Iberia 4,574India56,006Italy2,872Group workforce: 143,643Working offshore: 67,404France 22,535Benelux8,547Iberia 4,574Middle East & Africa62>> 0 >> 1 >> 2 >> 3 >> 4 >>>> 0 >> 1 >> 2 >> 3 >> 4 >>>> 0 >> 1 >> 2 >> 3 >> 4 >>Script voor vandaag Date Scene TakeDe vraag is welke functies van een bank, Google gaat overnemen.Vandaag zijn er 3.738 of 463 minder bankkantoren dan in 2009 Customer experience Index (CEI) KanalenWinstBedreigingToekomst1 2345>> 0 >> 1 >> 2 >> 3 >> 4 >>>> 0 >> 1 >> 2 >> 3 >> 4 >>OnderscheidenThe road to Loyal CustomersPriceServiceProductCustomer ExperienceDistinctive by value added servicesCommodity>> 0 >> 1 >> 2 >> 3 >> 4 >>Thought Leadership >> 0 >> 1 >> 2 >> 3 >> 4 >>By analysing customers experience across 80 different touch-points, Capgeminis CEI is among the most accurate measures of customer experience available.Dimensions of Capgeminis Customer Experience Index (CEI)CEI Current, Depository Accounts & Payments Credit Cards Loans Mortgages Information Gathering Transacting Problem Resolution Account Status & History Branch Internet Mobile Phone Social Media2015 Customer Experience Index (CEI)>> 0 >> 1 >> 2 >> 3 >> 4 >>2015 Customer Experience Index (CEI)Western Europe Austria (76.2) Belgium (69.2) Denmark (69.5) Finland (74.5) France (69.6) Germany (70.8) Italy (72.6) Netherlands (73.4) Norway (68.1) Portugal (73.6) Spain (73.7) Sweden (69.3) Switzerland (73.7) U.K. (73.9)Middle East & Africa Saudi Arabia (67.9) South Africa (76.7) UAE (64.7)Increase in CEI from 2013Legend:Decrease in CEI from 2013Latin America Argentina (76.8) Brazil (71.1) Mexico (76.4)North America Canada (78.9) U.S. (76.6)Asia-Pacific Australia (76.4) China (69.7) Hong Kong (65.8) India (70.9) Japan (61.9) Singapore (71.4)Central Europe Czech Republic (77.5) Poland (73.6) Russia (75.8) Turkey (76.1)Overall stagnating CEI with a marginal drop of 0.8 perc points to 72.7 in 2015Customer Experience Index, by Country, 2013201569,271,874,2>> 0 >> 1 >> 2 >> 3 >> 4 >>Percentage Point Change from 2014Netherlands56.3%Germany48.4%France45.4%Positive CEI, 2015Western Europe49.9%Western Europe11.7%Netherlands12.9%Germany15.2%France16.1%Negative CEI, 20159.510.910.210.56.813.510.94.213.18.2Percentage Point Change from 2014Belgie onder aan de ladder betreffende positieve klantenervaringSource: Capgemini Financial Services Analysis, 2015; 2015 Retail Banking Voice of the Customer Survey, Capgemini Global Financial ServicesPositive and Negative Customer Experience, by Country (%), 20142015Belgium14.9%Belgium45.4%>> 0 >> 1 >> 2 >> 3 >> 4 >>Generation Y (18-34 jarigen) 206 Bones 207th Bone>> 0 >> 1 >> 2 >> 3 >> 4 >>74,072,270,473,075,068,367,166,870,6OthersGen YBelgie en zijn generation YBelgiumNetherlandsGermany FranceWesternEuropeThe lower customer experience levels of Gen Y customers can be attributed to their higher expectations and banks need to put in higher efforts to impress upon these customers.Belgium has the highest difference in the CEI levels of Gen Y and Other CustomersCustomer Experience Index for Gen Y customers vs. Others, by Region, 201564.8>> 0 >> 1 >> 2 >> 3 >> 4 >>Gen Y, maakt een belangrijk deel uit van de Belgische bevolkingPercentage of Gen Y of the total population of the country 28-30%24-26%>> 0 >> 1 >> 2 >> 3 >> 4 >>Kanaal voorkeur van de klantBranches Digital Channels>> 0 >> 1 >> 2 >> 3 >> 4 >>Gen Y drijft het mobilekanaal 2014BranchInternetMobileBranchInternetMobileBranchInternetMobileBranchInternetMobile20%40%60%80%100%10% 20% 30% 40% 50% 60%Importancea vs Positive Experienceb with Channel for Gen Y Customers and Others, 20112014Customers with positive experience with channel (%)Channel Importance (%)Gen Y 2014 Others 2014Gen Y 2011 Others 2011>> 0 >> 1 >> 2 >> 3 >> 4 >>Belgie kent een daling in gebruik van het internet kanaal in 2015Branch3.8pp5.1pp7.4pp6.3pp5.1ppInternet5.0pp(0.4pp)11.4pp3.1pp11.4ppMobile8.6pp12.3pp12.5pp3.9pp7.6ppSocial Media1.2pp4.6pp6.3pp3.8pp4.4ppGermanyFranceWestern EuropeNetherlandsChanges in Channel Usage, by Country (Percentage Point), 20142015Increase in usageDecrease in usageNote: Numbers represent percentage point change in channel usage from last yearSource: Capgemini Financial Services Analysis, 2015; 2015 Retail Banking Voice of the Customer Survey, Capgemini Global Financial ServicesBelgium>> 0 >> 1 >> 2 >> 3 >> 4 >>Gen Y klanten bepalen het gebruik van het mobile kanaal Gen Y OthersRespondents (%)Respondents (%)Branch usage is clearly higher for others age groups, however, for the research purpose usage of internet channel is almost same across all age groups.Note: Question asked, Where did you first hear about the product?, Where did you research/get advice about the product?, and Where did you apply for this product? Source: Capgemini Financial Services Analysis, 2015; 2015 Retail Banking Voice of the Customer Survey, Capgemini Global Financial ServicesChannels Customers Used in Belgium, by Lifecycle Stage(%), 201547.7%35.5%3.2%45.6%37.7%2.4%49.9%34.3%3.6%Branch Internet Mobile Phone Social MediaResearch35.8%30.6%1.4%35.5%37.6%2.8%37.6%28.7%2.6%Branch Internet Mobile Phone Social MediaResearch16.6%10.8%10.4%9.2%9.2%14.1%3.2%5.1%2.9%15.5%13.3%17.0%>> 0 >> 1 >> 2 >> 3 >> 4 >>De Impact van klanten gedrag op de winstgevendheid>> 0 >> 1 >> 2 >> 3 >> 4 >>Bijna alle landen tonen een achteruitgang in winstgevend klanten gedragStay Refer BuyLikelihoodUnlikelihood(6.7pp) 5.5pp (13.3pp) 11.3pp (20.8pp) 26.5pp(6.0pp) 5.1pp (12.5pp) 13.7pp (22.2pp) 30.5ppGermanyFranceWestern EuropeNetherlands3.4pp 4.4pp 9.2pp 8.2pp (12.9pp) 20.3pp(7.8pp) 4.2pp (6.8pp) 8.1pp (16.7pp) 41.2pp(1.3pp) 3.6pp (3.8pp) 9.7pp (17.2pp) 25.7ppChanges in Profitable Customer Behaviors, by Country (Percentage Point), 20142015Belgium>> 0 >> 1 >> 2 >> 3 >> 4 >>De complexiteit van het product bepaalt de keuze van de bank71.9%Current AccountsMortgagesCredit CardsLoans60.6% 55.4% 47.8%52.3% 44.0% 49.1%72.9% 61.3% 64.4% 55.0%71.6% 55.6% 51.7% 55.8%64.6% 42.6% 39.0% 40.0%69.7%Share >60%Share 50-60%Share >> 0 >> 1 >> 2 >> 3 >> 4 >>Banking OptionsDe bedreigingOne Stop Shops>> 0 >> 1 >> 2 >> 3 >> 4 >>Brett KingBANK 3.0Why Banking is no longersomewhere you GO, ButSomething you DO >> 0 >> 1 >> 2 >> 3 >> 4 >>Meer en meer niet traditionele spelers doen hun intredeDisintermediation of Banks across the Customer Value Chain>> 0 >> 1 >> 2 >> 3 >> 4 >> Customer sees multiple touch points as part of the same brand. Single view but banks operate in functional silos Customer sees multiple touch points independently Channels are functional & technical silos.Totaal ervaring Single Channel Multi Channel Cross Channel All Channel experienceATM Call CentreOnline Banking Internet Banking Video Banking Virtual BankingMobile Banking1967 1980 1990 2000 201? 201?2010Single Channel Customers experience single touchpoint Banks have a single type of touchpointInside Out Paradigma Shift Outside InInside Out Paradigma Shift Outside InInside Out Paradigma Shift Outside InMulti Channel Cross Channel All Channel experience Customer experience a brand, not a channel within a brand>> 0 >> 1 >> 2 >> 3 >> 4 >>Klant is koningEnriching Experience throughout the Entire Customer Journey>> 0 >> 1 >> 2 >> 3 >> 4 >>Source: Future of Bank Branches, April 2013, Capgemini ConsultingLevel of DigitizationHighLowLow HighLevel of Online / Offline Coordination AchievedThe ShopThe Digital PodThe PharmacyThe LoungeVier typen van Bankkantoren>> 0 >> 1 >> 2 >> 3 >> 4 >>Digital Pod: Gericht op eenvooruitstrevende en overweldigendedigital experienceLevel of Customer Intimacy Level of Advice ComplexityBranch FormatThe Digital Pod>> 0 >> 1 >> 2 >> 3 >> 4 >>Pharmacy: Zeer goede coordinatie tussenkanalen, zowel fysiek als digitaalLevel of Customer Intimacy Level of Advice ComplexityThe PharmacyBranch Format>> 0 >> 1 >> 2 >> 3 >> 4 >>Shop: Ideaal voor studenten, nieuwe en bestaande klanten met standaardbehoeftenLevel of Customer Intimacy Level of Advice ComplexityBranch FormatThe Shop>> 0 >> 1 >> 2 >> 3 >> 4 >>Lounge: Vooral gericht op het bouwen van duurzame relaties met klantenLevel of Customer Intimacy Level of Advice ComplexityBranch FormatThe Lounge>> 0 >> 1 >> 2 >> 3 >> 4 >>JA... DIT IS EEN BANKKANTOOR>> 0 >> 1 >> 2 >> 3 >> 4 >>May The Force Be With You

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