Al. Skrabniou
Intro to Contemporary Information Technologies, Fall 2016/17
Digital Banking
Trends
Al. Skrabniou
Intro to Contemporary Information Technologies, Fall 2016/17
Omni-Channelling
Al. Skrabniou
Intro to Contemporary Information Technologies, Fall 2016/17
Any Time,
Any Place Branch
ATM
Call Center
Kiosk
Website
Social Tablets
Phones
Brick & Mortar
Digital
Omni-Channel
Customer
Experience
Al. Skrabniou
Intro to Contemporary Information Technologies, Fall 2016/17
Customer Experience
Enablers
Integration &
Aggregation
Context & Presence
Presentation / Cross Device
Security / Identify
Alert & Notify
Content
Personalization
Preferences / Behavior
Al. Skrabniou
Intro to Contemporary Information Technologies, Fall 2016/17
Mobile Banking –
Super Fast Adoption
Al. Skrabniou
Intro to Contemporary Information Technologies, Fall 2016/17
Unique Capabilities of Mobile
Al. Skrabniou
Intro to Contemporary Information Technologies, Fall 2016/17
Sequential screening
98% jump between devices the same day
Al. Skrabniou
Intro to Contemporary Information Technologies, Fall 2016/17
Top activities
Al. Skrabniou
Intro to Contemporary Information Technologies, Fall 2016/17
Complex:
mostly starting with PC
Al. Skrabniou
Intro to Contemporary Information Technologies, Fall 2016/17
Shopping and trip planning:
mostly starting with tablet
Al. Skrabniou
Intro to Contemporary Information Technologies, Fall 2016/17
Online activities: mostly
starting with smartphones
Al. Skrabniou
Intro to Contemporary Information Technologies, Fall 2016/17
From Amazon to the Bank
Al. Skrabniou
Intro to Contemporary Information Technologies, Fall 2016/17
Step 1: Explore
Al. Skrabniou
Intro to Contemporary Information Technologies, Fall 2016/17
Step 2: Buy
Al. Skrabniou
Intro to Contemporary Information Technologies, Fall 2016/17
Step 3: Track
Al. Skrabniou
Intro to Contemporary Information Technologies, Fall 2016/17
Step 1: Explore
Al. Skrabniou
Intro to Contemporary Information Technologies, Fall 2016/17
Step 2: Buy
(customer enrolment)
Al. Skrabniou
Intro to Contemporary Information Technologies, Fall 2016/17
Step 3: Track
Al. Skrabniou
Intro to Contemporary Information Technologies, Fall 2016/17
Different User Behavior
Al. Skrabniou
Intro to Contemporary Information Technologies, Fall 2016/17
Service Design:
Customer Journey
Al. Skrabniou
Intro to Contemporary Information Technologies, Fall 2016/17
Transition to
Bank 2.0 Architecture
Bank 1.0 Bank 2.0