digital modernization customer experiences

44
Christian Hermanus

Upload: christian-hermanus

Post on 10-Feb-2017

253 views

Category:

Technology


1 download

TRANSCRIPT

Page 1: Digital modernization customer experiences

Christian Hermanus

Page 2: Digital modernization customer experiences

DIGITAL MODERNIZATION

CUSTOMER EXPERIENCES

EXAMPLE OF DIGITAL MODERNIZATION

KNOW YOUR CUSTOMER

BANK DIGITALIZATION

DON’T FORGET BASIC THING

1

2

a

b

a

c

INTEGRATED CUSTOMER EXPERIENCES b

AGENDA

DIGITAL BANKING IN INDONESIA 3

Page 3: Digital modernization customer experiences

DIGITAL MODERNIZATION

CUSTOMER EXPERIENCES

EXAMPLE OF DIGITAL MODERNIZATION

KNOW YOUR CUSTOMER

BANK DIGITALIZATION

DON’T FORGET BASIC THING

1

2

a

b

a

c

INTEGRATED CUSTOMER EXPERIENCES b

AGENDA

DIGITAL BANKING IN INDONESIA 3

Page 4: Digital modernization customer experiences

4

DIGITAL BANKING DOEST NOT EXIST ON WIKI

http://wikipedia

Page 5: Digital modernization customer experiences

5

EXAMPLE OF DIGITALIZATION

http://www.engage.it/cms/wp-content/uploads/2014/02/tablet-reading.jpg

Newspaper and magazines, transform form paper to digital

Page 6: Digital modernization customer experiences

6

EXAMPLE OF DIGITALIZATION

http://www.keynote.com/~/media/139885549E114E09B2874E9A915F82A2.jpg?la=en

Store, transform form brick & mortar to online store

Page 7: Digital modernization customer experiences

7

BANK DIGITALIZATION

ATM, Phone Banking, Point Of Sales EDC,

Internet Banking and Mobile Banking

=

Digital Banking

?

Page 8: Digital modernization customer experiences

and a focus on customer experience. 8

DIGITAL BANKING

A new concept in the area of electronic banking,

which aims to enrich standard online and mobile banking services

for example strategic analytics tools , social media interactions, by integrating digital technologies

, mobile technology

http://www.carolinemoeckel.com/defining-digital-banking/

Innovative payment solution

Page 9: Digital modernization customer experiences

9

DRIVERS TO ADOPT DIGITAL BANK

DRIVER

Increase

Number of

Customer

Minimize

operational

cost

Page 10: Digital modernization customer experiences

10

ASEAN DEMOGRAPHY

AGE Brunei Indonesia Malaysia Philippines Singapore Thailand TOTAL

0-14

102,287

66,445,726

8,661,126

36,284,194

746,018

11,922,487

124,161,838

15-24

73,123

43,367,249

5,082,397

20,456,964

990,980

10,161,210

80,131,922

25-54

198,235

107,276,879

12,390,221

39,837,245

2,800,352

31,770,717

194,273,650

55-64

32,123

20,035,162

2,285,575

6,244,757

556,730

7,383,813

36,538,160

>65

16,907

16,484,627

1,654,034

4,845,070

473,221

6,435,433

29,909,292

80

Million

40

Million

Page 11: Digital modernization customer experiences

11

ASEAN & AUSTRALIA 2020

Digital Banking in Asia - McKinsey & Company

Page 12: Digital modernization customer experiences

12

MINIMIZE OPERATION COST

BRANCH MOBILE

US$ 4.25

US$ 0.10

http://www.monitise.com/insights/2014/10/30/can-traditional-banks-compete-digital-centric-world/

Cost

Per

Transaction

Page 13: Digital modernization customer experiences

4

13

1st PART TAKE AWAY

1 Bank need to make more profit

2 To make profit bank have to Increase number

of customer while at the same time minimize

operational cost.

3 Digital banking is not just another terminology

of electronic banking. It is a new concept that

covers wide area of banking technology.

Bank Digitalization will bring new customer

experiences

5 Our potential market segment is the age of 15

to 24 years old.

Page 14: Digital modernization customer experiences

DIGITAL MODERNIZATION

CUSTOMER EXPERIENCES

EXAMPLE OF DIGITAL MODERNIZATION

KNOW YOUR CUSTOMER

BANK DIGITALIZATION

DON’T FORGET BASIC THING

1

2

a

b

a

c

INTEGRATED CUSTOMER EXPERIENCES b

AGENDA

DIGITAL BANKING IN INDONESIA 3

Page 15: Digital modernization customer experiences

15

CUSTOMER EXPERIENCE

http://en.wikipedia.org/wiki/Customer_experience

KNOW OUR CUSTOMER

INTEGRATED

CUSTOMER

EXPERIENCES

DON’T FORGET BASIC THING

1 2 3

Principles for increasing customer experiences :

Customer experience is the sum of all experiences a

customer has with a supplier of goods or services,

over the duration of their relationship with that

supplier.

Page 16: Digital modernization customer experiences

16

AGE Brunei Indonesia Malaysia Philippines Singapore Thailand TOTAL

0-14

102,287

66,445,726

8,661,126

36,284,194

746,018

11,922,487

124,161,838

15-24

73,123

43,367,249

5,082,397

20,456,964

990,980

10,161,210

80,131,922

25-54

198,235

107,276,879

12,390,221

39,837,245

2,800,352

31,770,717

194,273,650

55-64

32,123

20,035,162

2,285,575

6,244,757

556,730

7,383,813

36,538,160

>65

16,907

16,484,627

1,654,034

4,845,070

473,221

6,435,433

29,909,292

KNOW OUR CUSTOMER

http://preciesmark.nl/we-are-spoiled-generation-y-handles-crisis/

Page 17: Digital modernization customer experiences

17

GEN Y CHARACTER

Tech Savvy Family

Orientated

Ambitious Team Players

Communicators

www.generationy.com/characteristics/

Page 18: Digital modernization customer experiences

18 www.generationy.com/characteristics

GEN Y CHARACTER

Tech Savvy

• Surrounded by smart phones, laptops, tablets

and other gadgets

• Prefer to communicate more quickly and

effectively via email, social networks or text

messaging

• Attracted to hi-tech organisations

• Bank need to utilize all available technology to

serve the Gen Y.

• Banks need to create a consistent unified

experience across channels.

Page 19: Digital modernization customer experiences

19 http://www.pewinternet.org/2015/01/09/social-media-update-2014/

Sosial Media Sites, 2012-2014

Page 20: Digital modernization customer experiences

20 https://www.facebook.com/icicibank/

CASE STUDY - Facebook Bank Apps From Icici Bank

Simple

Convenient

Fast

Page 21: Digital modernization customer experiences

21 http://www.socialsamosa.com/2013/10/social-media-campaign-review-pockets-by-icici-bank/

CASE STUDY - Facebook Bank Apps From Icici Bank

Page 22: Digital modernization customer experiences

22 www.generationy.com/characteristics/

GEN Y CHARACTER

Prefer flexible working schedules and

a more rounded work/life balance.

Family Orientated

• Bank should present anywhere.

• Bank should operate 24x7

Page 23: Digital modernization customer experiences

23 www.generationy.com/characteristics/

GEN Y CHARACTER

• Confident

• Demanding

• Their expectations are high

Ambitious

• Bank should be able to analyse their

customer behaviour.

• Bank should provide self-service

features on their product.

• Bank’s back office should be flexible

to configure and deploy new

products or reconfigure existing

products quickly.

Page 24: Digital modernization customer experiences

24

CASE STUDY - FRANK Bank

http://www.frankbyocbc.com/index.html

http://www.theasianbanker.com/press-releases/ocbc-launches-banking-programme-for-youths-and-young-working-adults

Unique

Channels

Unique

Products

Unique

Branding

Page 25: Digital modernization customer experiences

25

CASE STUDY - FRANK Unique Credit Card Design

http://www.frankbyocbc.com/products_creditcard.html

Page 26: Digital modernization customer experiences

26 www.generationy.com/characteristics/

GEN Y CHARACTER Team

Players

• Bank should use the same media channel

with Gen Y for promotion, education, and

transaction.

• But on the others hand, bank should watch

any issue on the social media and be able

to respond effectively.

Communicators

• Working as a team.

• Trust the crowd.

• Actively search for information that they

need, ask for advice and opinions online

and through social networks.

• Love to share information

Page 27: Digital modernization customer experiences

27 http://thefinancialbrand.com/18510/asb-bank-virtual-facebook-branch/

CASE STUDY - ASB Virtual Branch

Communication

channel to Customer

Get Customer

feedback

Risk mitigation for

Cyber bullying

Page 28: Digital modernization customer experiences

28

INTEGRATED CUSTOMER EXPERIENCES

TOUCH POINT

A touch point is any place you touch your

customer and interact with customers.

http://touchpointmetrics.com/resources/guides/touchpoints/

Page 29: Digital modernization customer experiences

29

INTEGRATED CUSTOMER EXPERIENCES

http://touchpointmetrics.com/resources/guides/touchpoints/

• Each of these touch points builds experiences to Bank’s

customer.

• One bad experience can cause your customer leave your bank

Page 30: Digital modernization customer experiences

30

INTEGRATED CUSTOMER EXPERIENCES

Awareness

Knowledge

Consideration

Selection-trial

Satisfaction

Loyalty

Advocacy

• The 'prospect' becomes aware of the

Bank and its products or services.

• The 'prospect' gathers information regarding the

features and benefits of the bank’s products or

services.

• The prospect goes through a decision-making

process, during which a decision is made whether

or not to be a customer of your Bank.

• The prospect become a customer.

• The customer is satisfied that features and

benefits did not disappoint.

• The customer re-use your Bank services, or

expresses loyalty in some other way.

• The customer becomes an active

supporter and promoter of the bank and

its products or services.

Marketing for Stakeholders

Page 31: Digital modernization customer experiences

31

INTEGRATED CUSTOMER EXPERIENCES

Awareness

Knowledge

Consideration

Selection-trial

Satisfaction

Loyalty

Advocacy

3 challenges on implementation

of digital financial services :

• Bank Information System.

• Network availability.

• Customer education and

protection

Page 32: Digital modernization customer experiences

32

CASE STUDY – FRANK Customer Education

http://www.frankbyocbc.com/frank_tips.html

Page 33: Digital modernization customer experiences

33

GAMIFICATION

https://www.techinasia.com/playmoolahs-growing-launches-whymoolah-teach-young-adults-finance/

is the concept of applying game mechanics and game design

techniques to engage and motivate people to achieve their goals.

Page 34: Digital modernization customer experiences

34

INTEGRATED CUSTOMER EXPERIENCES

Loyalty follows the 80-20 rule:

• 80% of all transaction are

ordinary

• The remaining 20% include

task like handling a stolen

credit card or looking for

load.

Awareness

Knowledge

Consideration

Selection-trial

Satisfaction

Loyalty

Advocacy

Service center

is a very

important

touch point

Page 35: Digital modernization customer experiences

35

DON’T FORGET BASIC THING : FEE

Page 36: Digital modernization customer experiences

• Conceptual

Integrity

• Maintainability

• Reusability

• Availability

• Performance

• Reliability

• Security

• Interoperability

• Manageability

• Scalability

• Supportability

• Testability • Usability

Design

Qualities

Run-time

Qualities

System

Qualities

User

Qualities

DON’T FORGET BASIC THING : SYSTEM QUALITY

https://msdn.microsoft.com/en-us/library/ee658094.aspx

Page 37: Digital modernization customer experiences

37

2nd PART TAKE AWAY

1

2

To understand your customer characteristic is

very important.

3

We should develop product that fit with our

customer charateristics

We should manage all of touch point to deliver

consistent exceptional customer experience.

Page 38: Digital modernization customer experiences

DIGITAL MODERNIZATION

CUSTOMER EXPERIENCES

EXAMPLE OF DIGITAL MODERNIZATION

KNOW YOUR CUSTOMER

BANK DIGITALIZATION

DON’T FORGET BASIC THING

1

2

a

b

a

c

INTEGRATED CUSTOMER EXPERIENCES b

AGENDA

DIGITAL BANKING IN INDONESIA 3

Page 39: Digital modernization customer experiences

39 http://www.bi.go.id/id/perbankan/keuanganinklusif/program/lkd/Contents/Default.aspx

DIGITAL BANKING IN INDONESIA

March,

2013

November,

2013

Branchless

Banking Pilot

Project

November,

2014

Branchless

Banking

regulation

• Bank Mandiri • Bank Rakyat Indonesia • Bank Sinar Harapan Bali • Bank Tabungan Pensiunan Nasional (BTPN) • Bank CIMB Niaga

Page 40: Digital modernization customer experiences

40 https://www.btpnwow.com/portal/consumer-portal/login

BTPN

Page 41: Digital modernization customer experiences

41 http://mandiriecash.co.id/

BANK MANDIRI

Page 42: Digital modernization customer experiences

42 http://www.cimbniaga.com/repository/0588index-english.html

BANK NIAGA

Page 43: Digital modernization customer experiences

43

SUMMARY

Profit

Cost

Loyal

Customer

Improve

Customer

Experience

Product

exceed

Customer

Expectation

Apply new

Technology

Digital

Banking

Know your

Customer

Integrated

Customer

Experence

Low cost &

Hi quality

Page 44: Digital modernization customer experiences

44

Thank you

[email protected] See more at http://id.linkedin.com/in/christianhermanus.