Financial COO Opex 2013
-
Upload
krypto9t -
Category
Presentations & Public Speaking
-
view
77 -
download
1
description
Transcript of Financial COO Opex 2013
The Mashreq eCube Concept: Digital Branch Transformation
The Bank Branch
Then and Now
“Rumors of my death have been greatly exaggerated..” – Mark Twain.
Remember when the ATM would kill the Bank Branch?
UK has lost 7500 branches since 1989
40% Bank of America 193
PNC 54
RBS Citizens 53
U.S. Bank 44
Wells Fargo 43
Number of EU Branches
fell 2.5% in 2012
2,267 Branches in 2012
2.21 Visits per Month
26.5 Visits per Year
0.26 Visits per Month
3.2 Visits per Year
Free Checking Services 46%
Convenient Branch Locations 46%
Easy Online Banking Services 44%
More Personalized Services 43%
Friendly Service “Feeling welcome” 43%
A stable, financially secure Bank 30%
Convenient ATM Network 28%
Access to free financial advice 23%
Recommend from friend/relative 21%
Complete service in one bank 16%
Open or Close an Account
14%
Apply for a Loan
12%
Ask for Financial
Advice
13%
Report a Problem or Complaint
24%
Enquire about fees or charges
25%
Deposit Cash
16%
Withdraw Cash
13%
Investigate Products &
Services
26%
Request Loan payoff amount
28%
Receive Statements
13%
Request Account Info like balance
enquiry, transaction history or cheque
images
30%
Transfer Funds
11%
Pay Bills
12%
Receive Alerts
20%
prefer closing their local branch
Over more fees
Or Lower Service
Customers are times
To switch banks because of additional fees thanBecause of branch closures
. . . as long as there is a branch
within of where they bank
Branch Evolution from Transactional to Relationship
The eCube Key Ingredients
eCube
People
Technology Content
Customers Staff
Banking at the speed of life
30 minutes Chip and PIN Debit/Credit Card
Personalized Cheque Book
Open an account and get a Debit and Credit Card and a personalized Cheque Book in 30 minutes. It’s as simple as that to experience the fastest banking in the UAE.
Mashreq Max Tablet Package
Omni-channel : Converge your Digital & Physical Channels
Customer Centric: Individualize Each Branch Experience
Enable Choice of Form Factor
Enable Quick and Easy Self Service Channels
Simplify Banking: Make it understandable & relevant
Simple Products: Clear, crisp and simple Product Information
Don’t just use your website content!
Facilitate Feedback: LISTEN and Evolve the Experience
“The Customer is not just King, they are Dictator”
Invest in Design: Make it elegant & beautiful!
Top Tips for creating an Engaging Branch Experience
Experience Branch Banking the Mashreq Way: eCube
David Horton
@davidmashreq