nikos anastopoulos solution sales manager, microsoft hellas · mobile banking from 2012-2016. 3...
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Nikos AnastopoulosSolution Sales Manager, Microsoft Hellas
The financial services landscape is changing
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Need to adapt to trends in analytics, social, mobile, compliance, the cloud
Data volume is growing 10x every 5 years
10x2010 2015
34% of affluent investors use social media for personal finance & investing purposes
3x
3x expected growth in mobile banking from 2012-2016
3 billion on compliance
The hedge fund industry has spent $3 billion on compliance costs
72% of capital markets firms are considering using the cloud
72%
TechnologyControl & ComplianceMobilityEnterprise socialBusiness Intelligence
Microsoft, “Big Data Booklet”, 2012Cogent Research, “Social Media’s Impact on Personal Finance”, 2013
American Banker, “Mobile Banking will Grow 300%”, 2012
CDW, “Top Tech Trends for Capital Markets in 2014”, 2014
CDW, “Top Tech Trends for Capital Markets in 2014”, 2014
Accenture estimates that banks that effectively build multichannel, social, mobile banking models can double annual revenue growth rate (from 4% to 8+%) in developed markets while reducing cost to serve by 20% or more.
Accenture, “Banking 2016”, 2012, link
ATM/Self Service Kiosks
Service Center
ConnectedDevicesBranch MobileOnline
BankingSocial Media
Innovation in Channels
Personal Financial
Management
Integrated live chat
Complex Product Sales
Cashless
Unattended
Flagship
MobileHTML5
Windows Phone
iOS
Android
Tablets
Xbox
Kinect
Surface
Cash Recyclers
Check Processing
Hybrid Self- Service
Incoming Calls
Web Care Teams
Outbound Marketing
Instant Messenger
Chat
Digital BankCharacteristics and Trends
Component based Banking (Banking as a Service?)Innovative cloud-based products developed through use of big data;
Easy to use APIs that plug- and-play the bank’s processing capabilities into anyone else’s
Supercool, customer-intimate apps that position the bank as the preferred digital relationship for the client.
Digital Core, Access, and SecurityEverything is an access point. ‘Banking’ is no longer about banking money but about banking data and keeping data secure.
The bank of the future will have shifted from being the safe keeper of money to the safe keeper of data
Trust and AttractionDigital banks will build trust around their brands and attract people naturally to become fans and users of the banks’ apps and services, advising them at their point of living
All physical manifestations of the bank are underpinned by a digital internet enablement
Becoming a Digital Bank A digital business strategy needs to be your business strategy-vision
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Digital-first mindsetWhen everyone in the company embraces what is now digitally possible, the business can respond faster and deliver the experiences customers expect.
Reimagined businessMore than simply digitizing traditional processes, digital transformation requires a complete rethinking of how a business operates in the modern world.
Connected everythingConnecting people, processes, things and data securely across the company is the cornerstone of digital business.
Our Vision for a Digitized World
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A financial institution must be present in the financial lives of its customers any time, any place, on any device, across any channel…
Banker ProductivityBoost workforce productivity through modern applications, device choice, anytime and secure access, and improved processes
Cloud & Modern Data CenterLeverage private, public and hybrid cloud approaches for greater business agility and to
leapfrog the competition
Customer Experience ManagementImprove customer retention, new growth and organic growth through customer centricity, cross- channel consistency, and improved service levels and sales performance
Business Analytics & Mission CriticalSupport better decision making, risk management and compliance with greater access to BI; and better enable business capabilities with modern IT at lower IT costs
Microsoft initiatives for Digital Banking
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Devices & Services
Financial Services Portal
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“Customer First” (Online) Bank of Aegon
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KNAB leverages Microsoft Platform to fully operate their online bank
Online bank Knab has won the Digital Bank Award for 2015
“Customer First” (Online) Bank of Aegon
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Financial Dashboard
“Customer First” (Online) Bank of Aegon
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Digital View on Cash
“Customer First” (Online) Bank of Aegon
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We help the way the customer wants us to…
Metro Bank – Creating fans, not customers
“We set out to create fans, not customers, that’s our proposition. We want to surprise and delight. We want to be the bank that our customers tell their family and friends about—the bank that offers amazing customer service and has a simple, understandable proposition.”Paul Marriot-Clarke, Commercial Director, Metro Bank
Business goalPut customers first by being convenient, accessible, and personable.
TacticsEquipped its employees with apps to support personalized interactions with customers.
Results•Drive proactive interactions with customers.•Provide deep client insight and improve advisor productivity.•Deliver intelligent offers and custom- built experiences. •Improve customer retention and add new customers.
Productivity – CaixaBank
“We wanted to address the entire sales process within the same flow, the digitised signature allows both parties to sign at the end of the transaction. The signature has the same legal validity and security, providing maximum reliability for us and the customer”Santiago Uriel, Managing Director Programs
CaixaBank video
Private/Affluent Advisors
Private/Affluent Advisors
Corporate RMCorporate RMBranchesBranches
Customer ServiceCustomer Service
Media CentersMedia CentersUse
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Customer (Internet/Mobile
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Sales Productivity ToolSales Productivity Tool Branch SellerBranch Seller Multichannel Customer Engagement Center
Multichannel Customer Engagement Center
Marketing Marketing
Back office Back office
Knowledge ManagementKnowledge Management
Self Service Portals/Apps Self Service Portals/Apps
Business IntelligenceBusiness Intelligence
Advanced AnalyticsAdvanced Analytics
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Social Management Social Management Next Best ActionNext Best ActionMarketing & Campaign Management
Marketing & Campaign Management Back Office ServicesBack Office Services
Microsoft supporting Digital TransformationModular view
Powering your digital business with Microsoft
Trusted platform
Reliable connectivit
y
Strategic partner for
digital business
Modern productivity
Connected things
Advanced analytics
Learn more > Microsoft.com/enterprise