Die neue Generation von Bankkunden stellt Banken und ihre IT vor neue Herausforderungen. Sie beschäftigen sich mit anderen Finanzfragen, sind aktive Benutzer neuer Technologien, wollen schnelles Feedback, fordern stärkere Interaktion und Transparenz, haben punkto Geheimhaltung und Datensicherheit neue Vorstellungen und konsultieren auch für Finanzfragen Blogs und Foren. Die Banken von heute sind mit Systemkomplexitäten, Komponenten & Daten-Redundanzen und fehlender Agilität konfrontiert, propagieren Self-Service Portale, können ihre Services nicht über alle Kanäle anbieten und zeichnen sich durch eine fehlende service-orientierte Architekturstrategie aus. Die User Experience leidet aufgrund rigider Frameworks und Manuals, Altlasten diktieren den IT-Alltag und beeinträchtigen die rund um die Uhr Verfügbarkeit. In diesem Referat geht Andrej Vckovski den Umwälzungen in der Finanzbranche auf die Spur und analysiert die Herausforderungen im Bereich IT im Detail. Er bespricht Lösungsszenarien und zeigt konkrete Empfehlungen auf, wie Banken und ihre IT den Anforderungen der Generation „Y and beyond“ erfolgreich begegnen können.

1. Welche Bank wünscht sich die nächste Kundengeneration?
Banking for Generations «Y», «Z» and beyond
Dr. Andrej Vckovski, CEO, Netcetera

2. Agenda
 Motivation, Objectives & Definition
 Generation Y Expectations
 Remaining Challenges
Netcetera | 2

3. Motivation & Objectives
3
1. What are the expectations of
tomorrow’s banking customers
2. Match the findings against the
current state of affairs
Netcetera | 3

4. Motivation & Objectives
Forced
Industrial Society National
Things
Technology to
to Informational Economy to
High-tech/High-
Society: World Economy
touch
Representative
Short-term to Centralization to Democracy to
Long-term: Decentralization Participatory
change.
Democracy
Hierarchies to Institutional Help
North to South:
Networking to Self-help
(for example)
Either/Or to
John Naisbitt’s 1982 Megatrends Multiple Option:
Netcetera | 4

5. Motivation, Objectives & Definitions
Generation «X»
• Born after baby boomer generation,1960s up to
1980s.
Generation «Y»
• Millennial Generation, Generation Next, Net
Generation, Echo Boomers, 1980s to 1990s
Generation «Z»
• also known as Digital Natives. mid 1990s to now.
… and beyond
• alpha, …
(Source: http://wikipedia.org) Netcetera | 5

6. Motivation, Objectives & Definitions
6
1. What are the expectations of
tomorrow’s banking customers
2. Match the findings employees,
customers, against the
current state of affairs
business partners
including HNWI!
Netcetera | 6

7. Motivation, Objectives & Definitions
What is a bank?
Business Investment
Retail Bank Private Bank
Bank Bank
Changes in the environment relates to all types of banking
Netcetera | 7

8. General expectations
Online is mobile is comprehensive
= comprehensive
A branch is nice-to-have. Online is not “only” a channel for self-servicing. It is the main
interface of the bank to the client
1990s Online Banking
2010s Online banking
is a channel is the main
(like ATM) for access to
self-service full-service
+ advisory
+ financial workbench
+ interactive (instant messaging,
video chat, co-browsing) Netcetera | 8

9. Example
Online is 24x7x365
Netcetera | 9

10. General expectations
Online is integrated
The customer does not care about the bank’s internal organization
Retirement My small
Accounts Payments Loans
Planning business
+ integrated servicing
+ “one-stop” shop
Netcetera | 10

11. General expectations
Relationship is more than the transaction
The transaction is only the “end” of a process
My personal finances
Goals & financial plans
My current assets
cashflow history & Current money matters
Saving goals
forecast
Retirement planning Invoices to pay Eventually:
My loans
Family stuff Stock market activities Actual
Long-term investments Loans I need transaction
intended
+ personal financial management
+ track scenarios, goals
+ integrated “virtual” and “physical” advisory
+ establish relationship beyond “inform and transact” Netcetera | 11

13. Goals and Plans

17. Netcetera | 17

18. Selected expectations
Transparent and Open
“open bank data”
• Provide data links to other if I allow so (e.g., other bank to have a
consolidated view, external personal financial management tool)
I see what you see
• Customer has same information about herself/himself as the client
advisor
Be aware of information asymmetry
• Today, Customer might know more than the bank. Be open, responsible.
Be at eye level with your customer!
Netcetera | 18

19. Selected expectations
Fast and Agile
Traditional life-cycle Fast and agile
• Waterfall model • Constant improvement
• Two releases per year • Embracing fast new
• Long time-to-market developments
• No customer involvement • Launch fast and fail fast
• Constant “Beta”
While
maintaining
security &
stability
Netcetera | 19

20. Remaining Challenges
Security
Trust
Netcetera | 20

21. Remaining Challenges
What about “social media”?
 Is my social graph generating trust?
 Will Facebook and Google be better banks?
 Will person-to-person lending become relevant?
((image by Aduvvuru) Netcetera | 21

22. Remaining Challenges
Will disintermediation be a threat?
 The networked infosociety allows services without an orchestrating
(and financially participating) intermediary.
 For example
 taxi reservations without a taxi call center
 Person-to-person lending
 Person-to-person payments with some mobile payment schemes
Netcetera | 22

23. Remaining Challenges
Will new entrants be a threat?
 New intermediaries that fill “service gaps” (e.g., PayPal for online payments without
credit card and escrow)
 General service providers with existing customer relationship
 New payment schemes (e.g. using mobile phone as plastic-replacement for
presence payment, using mobile phones as POS-terminals)
What will chase the customer away?
Netcetera | 23

24. Remaining Challenges
Will there be new
business models? Interest
Spread
Megatrend Internet did create
new business models in
various industries.
Consulting Transaction
Fees Fees
Service
Fees
Netcetera | 24

25. Remaining Challenges
Get rid
of
Where goes legacy
my IT budget?
core
banking
Be more
cost
effective
Netcetera | 25

26. Summary: Key drivers for the next generation
(online) bank
Integrated,
100% online Comprehensive &
Convenient
Fast to the market Open &
and agile Transparent
Netcetera | 26