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Pascal Spelier, 10 december 2013
De toekomst van het bankkantoor.
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We leven in het digitale tijdperk
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Het laatste decennium is 50% gesloten
Source: ABN AMRO
2018
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Steeds vaker mobiel ‘contact’
Source: ABN AMRO
7 Source: ING, november 2013
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§ 36% of Dutch customers never visit bank branches
§ Only 3% buys financial products
§ Most of the low-‐value transaction can be fulfilled in other ways through other channels (cash withdrawal, deposit, pick up cards, et cetera)
§ Europeans older than 40 prefer to use branches, while younger people prefer online banking
§ Highly educated people with high income prefer online banking
Jongeren omarmen online banking
Source: Forrester « European Banking Customers Continue Migrating Away From The Branch »
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Amerikaans onderzoek wijst uit…
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Is er een toekomst voor het bankkantoor?
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Inside Out → Paradigma Shiftt → Outside In
Single Channel
Customers experience single touchpoint.
Banks have a single type of
touch point.
Multi Channel
Customer sees multiple touch points independently
Channels are functional & technical silos).
Cross Channel
Customer sees multiple touch points as part of the same
brand.
Single view but banks operate in functional silo’s.
All Channel experience
Customers experience a brand, not a channel within
a brand.
1980 2000 1967 1990
ATM Online Banking Internet Banking Call Centre
2010
Mobile Banking
201?
Video Banking? Virtual Banking?
201?
13 Source: Google Trends
Trends
Customer Journey
Customer Experience
Customer Experience: Hip and happening
Index 100
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What is Customer Experience?
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Price
Product
Service Customer Experience
The road to loyal customers
‘Commodity’ Distinctive by ‘value added services’
20 Source: Future of Bank Branches, april 2013, Capgemini Consulting
In de toekomst hebben we vier typen bankkantoren
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‘Digital Pod’: gericht op een vooruitstrevende en overweldigende digital experience
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‘Pharmacy’: zeer goede coördinatie tussen kanalen, zowel fysiek als digitaal
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‘Shop’: ideaal voor studenten, nieuwe-‐ en bestaande klanten met standaard behoeften
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‘Lounge’: vooral gericht op het goede relaties met klanten
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Wat is de grootste uitdaging voor ‘t bankkantoor van de toekomst?
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Online Hypotheek
Dossier
Uitdaging 1: Integratie offline en online
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Hypotheekadvies: videochat en scherm delen
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Use Service Advice
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Advice
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Orientate Service Awareness
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Pro-‐active Chat support
Orientate
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Your own online relationship manager
Advice Orientate Service
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Personal messages in a secured mobile environment
Advice Orientate Service
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Buy Advice Service Orientate
The future of call centers is here
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Uitdaging 2: ‘Pop-up’ bankkantoren
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Vind je deze jas leuk?
Uitdaging 3: Hoe ‘social’ is het bankkantoor?
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‘Vind ik leuk’ online en offline
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Uitdaging 4: De klant herkennen
Banker
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Uitdaging 5: Location Based Services
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Wat is je belangrijkste…
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Pascal Spelier
Managing Consultant All Channel Experience
Reykjavikplein 1,
Utrecht, The Netherlands
Mobile:+31 (0) 6 53 29 90 17 [email protected]
Thank you!
@spelier
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