1. Pascal Spelier, December 10th 2013
The future of Bank Branches.

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We live in a digital era

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In the last decade 50% is closed
Source: ABN AMRO
2018

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More and more we interact via mobile
Source: ABN AMRO

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Source: ING, november 2013

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 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
GenY embraces online banking
Source: Forrester « European Banking Customers Continue Migrating Away From The Branch »

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Research in
US indicates…

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Is there a
Future for
the Bank
Branch?

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Inside Out  Paradigma Shiftt  Outside In
Single Channel
Customers experience single
touchpoint.
Banks have a single type of
touch point.
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.
All Channel experience
Customers experience a
brand, not a channel within
a brand.
1980 20001967 1990
ATM Online Banking Internet BankingCall Centre
2010
Mobile Banking
201?
Video Banking? Virtual Banking?
201?

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Source: Google Trends
Trends
Customer Journey
Customer Experience
Customer Experience:
Hip and happening
Index 100

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What is Customer Experience?

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Price
Product
Service
Customer
Experience
The road to loyal
customers
‘Commodity’ Distinctive by ‘value added services’

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Source: Future of Bank Branches, april 2013, Capgemini Consulting
In the future we
predict four types of
Bank Branches

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‘Digital Pod’:
Focused on providing customers
with an evolved and immersive
digital experience

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‘Pharmacy’: high levels of channel coordination
between physical and digital

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‘Shop’: ideal for students, new- and
existing customers with
standardized banking needs

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‘Lounge’: primarily designed for
building strong relationships
whith customers

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What are the
biggest
challenges for
the Bank Branche
of the Future?

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Online
Mortgage
File
Challenge 1: Integration offline and online

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Mortgage advice: video chat and screen
sharing

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Use ServiceAdvice

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Advice

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Orientate ServiceAwareness

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Pro-
active
Chat
support
Orientate

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Your own online
relationship manager
AdviceOrientate Service

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Personal messages
in a secured mobile environment
AdviceOrientate Service

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BuyAdvice ServiceOrientate
The future of
call centers
is here

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Challenge 2: ‘Pop-up’ Bank Branches

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Do you like this coat?
Challenge 3: Is your branche ‘social’?

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‘Likes’
online and offline

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Challenge 4: Recognize your customer

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Challenge 5: Location Based Services

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Tell me, what’s your most important…

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Pascal Spelier
Managing Consultant
All Channel Experience
Reykjavikplein 1,
Utrecht, The Netherlands
Mobile:+31 (0) 6 53 29 90 17
pascal.spelier@capgemini.com
Thank you!
@spelier