ATMIA Madrid 2018 The Future of the ATM and Branch in the … · 2018. 10. 31. · Source: Bain &...
Transcript of ATMIA Madrid 2018 The Future of the ATM and Branch in the … · 2018. 10. 31. · Source: Bain &...
ATMIA Madrid 2018
The Future of the ATM and Branch in the digital economy?
Are they relevant?
Neill Harris – Global Product Marketing Director
NCR Financial Services
Changing consumer behavior and technology is impacting our markets and customers
cars
connected
by 2020
wearable
devices by
2020
mobile
connected
devices by 2020
smart-
home
industry by
2020
11.6B173.4M79B90%
Election of Pope Benedict XVI
April 2005
Election of Pope Francis
March 2013
Technology has become part of the experience
Mobile is all pervasive
Are you where your customers are?
Utah Valley University
We now live in an
application economy
Use of Apple Pay, Google Pay and
Samsung Pay increased five points
to 34% in Q1/18
Only 6% of users were very active
42% of mobile payment users
would not recommend the service (up from
31% last year)
Who is more likely to call their bank contact center? a) The plugged-in millennial in
Brooklyn, Bangkok, Sydney, London
b) The retiree fresh off the tennis court at The Villages in Florida?
Source: Bain & Company The Bank Branch and Call Center Traffic Jam 2016
1. Bank more than other groups
2. Are Omni-channel consumers
3. Use ATMs more than any other group
USA - Average number of monthly banking interactions by channel
0.3 Phone
0.2 Phone
0.5 Phone
Channel convergence - Digital and physical
Note: Mobile includes apps and browsing on smartphones and tablets, online refers to desktop and laptops
The Question is…Are you where your customers are? • As payments evolve and experiences move into a blended digital & physical
• More interactions go digital, how do you continue to engage?
The consumer journey is dynamic & changing Connecting the ABCD dots to create a frictionless, digital
experience Virtual
Physical
Digital
ATM
Call Center
Branch
ATMIA NextGen ATM Blueprint – Architecting the future today
“The ATM network has grown increasingly complex. and it’s our job to create meaningful change that makes ATM
technology easier to own and operate, and more supportive of the digital-first consumer.” SVP Frank Gauld NCR
• Keeping the ATM and Branch relevant • Meeting the expectations of a digital first consumer• Lowering the cost to serve through Simplification,
Standardization and Rationalization• NCR is working in Partnership with ATMIA to connect the dots
ATMIA NextGen ATM Blueprint – Architecting the future today
An App Model that allows Financial Institutions ’s to differentiate the Consumer Experience.
Rapid design and development of Apps bringing innovation in ATM Transactions and Services.
Embrace Cloud First Technologies – Enterprise Enabled, HTML5, JavaScript and App Services.
Migrating change to the Cloud to reducing the complexity and operational costs of the ATM.
Simplified and standardized practices and procedures.
Improve Profitability and reduce operating and maintenance costs.
Enabling Financial Institutions to provide consistent digital first experiences.
Allowing consumers to connect with Financial Institutions when and where they want to bank.
DIGITAL FIRST EXPERIENCES
FLEXIBLECONNECTED DEPLOYABLE
ATMIA NextGen ATM Blueprint – Architecting the future today
Embrace Cloud First Technologies – Enterprise Enabled, HTML5, JavaScript and App Services.
Rapid design and development of Apps bringing innovation in ATM Transactions and Services
Simplified and standardized practices and procedures
Enabling Financial Institutions to provide consistent digital first experiences
NCRACTIVATE
ENTERPRISE
36,025 35,193 35,719 35,961
181,282 168,428 157,503 153,120
29,726 28,087 25,918 23,416
117,281 113,951 128,169 140,228
3,015 4,228 6,076 7,728
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2017 2018 2019 2020
Cash Dispense ISO Cash Dispense Fin Multi-Function
Cash Recycling Branch Assisted Services
ATM Cash Recycling CAGR +6.1%
ATM Multi-function (excl: recycling)
ATM Assisted Service CAGR +37%
CD Financial
CD ISO59%
41%
Globally the ATM market is embracing more advanced functionality
ATM shipment forecasts 2017 - 2020
52%
48%
Financial product
acquisition
Everyday banking is digital but product acquisition remains dominated by the
branch
64.2%
72.2%
68.2%
57.0%
51.8%
6.1%
4.0%
10.5%
15.6%
14.4%
17.1%
13.7%
11.1%
16.6%
11.7%
7.0%
5.2%
3.2%
6.4%
8.3%
7.5%
5.3%
6.8%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Current acc
Savings acc
Mortgage
Loan
Credit card
Channel of acqusition across Asia, 2018
Branch/in person Telphone Online Mobile Other
Source: GlobalData Banking & Payments surveys
Evolution of the branch digital zone
21
0.0
1.0
2.0
3.0
4.0
5.0
6.0
7.0
0.0 1.0 2.0 3.0 4.0 5.0 6.0 7.0
BU
SIN
ES
S V
AL
UE
CONSUMER VALUE
Teller
CD Single-Function - Cash Dispense Reduce teller cash withdrawals, consumer
convenience
Recycle
Add’l SSMulti-Function – Recycle & Add’l Tx Recycling – Cash replenishment Additional Self-service Tx – Teller migration, lower
on-us cost, consumer convenience
Local Assist
Remote AssistMulti-Service - Self or Assisted Local assist – Monitor, assist, engage Remote assist – Consumer convenience, lower cost,
innovative purpose-built branch formats When business rules require or consumer requests
Envelope
Dep Auto
Deposit – Teller migration, consumer convenience
Meeting changing needs The Branch of the Future
NCR SmartBranch - ATM as A Branch
Any location• Full Account Services• Merchant Services • Counter Services
SmartBranch - ATM As a Branch
• Highly configurable and adaptable form factors• Anywhere deployments (Off and On premise)• Offer more services and transactions
Top 10 Retail Banking Trends and Predictions for 2018
Source: The Financial Brand and Owner/Publisher of the Digital Banking Report
Over 100 Global FS leaders - Enhance the digital experience and create a frictionless consumer journey
Our strategy is aligned with your strategic priorities
2525
CREATE CONNECTED EXPERIENCES
BUILD A SCALABLE, OPEN
PLATFORM
LEVERAGE DATA & ANALYTICS
ACCELERATE DIGITAL
TRANSFORM THE BRANCH
ANZ - Mobile Tap & Go Digital &
Physical convergence
Tulsa Federal -Digital Banking
MX Money Manager
Pioneer Federal Credit Union ITM
and Digital Banking
Bank Audi –ITM Branch
Transformation
Top 10 US bank Re-platforming of
legacy infrastructure into
payments hub45% increase
in Remote deposit capture
transactions
90% of
teller transactions migrated
Up to 50% faster cash withdrawals
300% increase in balance transfers.
Thank You
Neill Harris –Product Marketing Director