Talk at WIT about the future of banking, May 2013

1.  Where money meets life
 Technology (Moore’s law is everywhere)
 Adoption rates
 Channel is everything
 Engagement is everything
 Data is everything
 Culture, meaning, values
 Wave of disruption
 Banks will remain

2. BANKING
3.0

3.  What constant feedback loops are you
building?
 Will young people use you?
 Do you deliver customer delight?
 Are you delivering happiness?
 How engaging is your product design?
 Is your culture conducive for customer
delight?
 If banking was free?

4.  If you would organise a bank now, would you
start from here?
 What if the bank was Napster?
 What are the key data points for when
banking meets life?
 How available is that date for the people that
serve your customers?
 How “new normal” are you as a bank?

5.  How frictionless are you as a bank?
 Have you designed your services for goldfish?
 Have you designed your service for
generation G (for whom the world is too
slow)
 Have you designed for Generation C?
 What are your moments of truth for
customers?

6.  How frictionless are you as a bank?
 Have you designed your services for goldfish?
 Have you designed your service for
generation G (for whom the world is too
slow)
 Have you designed for Generation C?
 What are your moments of truth for
customers?