Tijdens workshop voor Formulemanagement Kantoren van ING heb ik een presentatie gegeven over de toekomst van het bankkantoor. Is er een toekomst voor het bankkantoor? En zo ja, hoe ziet die toekomst eruit? De oorspronkelijke presentatie bevat ook verschillende video's. Interesse in het verhaal bij de plaatjes? Neem dan contact met mij op: pascal.spelier<apedingetje>capgemini.com of pascal.spelier<apedingetje>finno.nl.
8. Jongeren omarmen online banking
§ 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
Source: Forrester « European Banking Customers Continue Migrating Away From The Branch »
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12. Inside Out
Single Channel
Customers experience single
touchpoint.
Banks have a single type of
touch point.
ATM
1967
Paradigma Shiftt
→
Online Banking
1980
Outside In
→
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.
Call Centre
Mobile Banking
1990
Internet Banking
2000
2010
All Channel experience
Customers experience a
brand, not a channel within
a brand.
Video Banking?
201?
Virtual Banking?
201?
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13. Customer Experience:
Hip and happening
Trends
Index 100
Customer Experience
Customer Journey
Source: Google Trends
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