Pascal Spelier, December 10th 2013

The future of Bank Branches.

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We live in a digital era

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In the last decade 50% is closed

Source: ABN AMRO

2018

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More and more we interact via mobile

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

GenY embraces online banking

Source: Forrester « European Banking Customers Continue Migrating Away From The Branch »

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Research in

US indicates…

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Is there a Future for

the Bank Branch?

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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 the future we

predict four types of Bank Branches

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‘Digital Pod’:

Focused on providing customers

with an evolved and immersive digital experience

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‘Pharmacy’: high levels of channel coordination between physical and digital

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‘Shop’: ideal for students, new- and

existing customers with standardized banking needs

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‘Lounge’: primarily designed for building strong relationships

whith customers

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What are the biggest

challenges for

the Bank Branche

of the Future?

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Online Mortgage

File

Challenge 1: Integration offline and online

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Mortgage advice: video chat and screen

sharing

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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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Challenge 2: ‘Pop-up’ Bank Branches

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Do you like this coat?

Challenge 3: Is your branche ‘social’?

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‘Likes’ online and offline

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Challenge 4: Recognize your customer

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Challenge 5: Location Based Services

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Tell me, what’s your most important…

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Pascal Spelier

Managing Consultant All Channel Experience

Reykjavikplein 1,

Utrecht, The Netherlands

Mobile:+31 (0) 6 53 29 90 17 pascal.spelier@capgemini.com

Thank you!

@spelier