Clearly, the future of banking is digital; more and more people are building Mobile Banking services into their daily lives, to the extent that such services will be regarded as core offerings in the not-too-distant future. It is now imperative that financial services realise the full value of this fast-evolving channel, and offer customer-centric mobile experiences to help clients make better decisions. However, the rapid growth in adoption of Mobile Banking does not mean the end of physical banking. We are entering an era of omni-channel banking that gives customers a choice in when and how they interact with their financial institutions, combining intuitive online experience with seamless ‘hand-offs’ to mobile, call centre and in-branch options.

1. Infographic Mobile Banking Blue Paper
Will smartphones replace
bank branches?
Main takeaways of the GFT empirical study
63%
50%
92%
use a
smartphone
do mobile
banking
use online
banking
19%
41%
48%
would be willing
to pay via mobile
devices
recommend that
physical banking
is still necessary
of mobile banking
users never/rarely
go to their bank
branches
62%
57%
47%
could imagine a
world without
carrying cash
could imagine
a digital
banking future
report that it is
important for
them to visit a
bank branch
THE GFT EMPIRICAL STUDY WAS CONDUCTED BY GFT IN MAY 2013. GFT SURVEYED
894 INDIVIDUALS FROM BRAZIL, GERMANY, SPAIN, THE UK, AND THE US.
Milestones in Mobile Banking
Release of the iPhone
2007
Start of the smartphone era
5 billion mobile phones
in the world
2012
600 Million mobile phones used
for Mobile Banking
1
50% of the sold phones were
smartphones
Q1
2013
60% start their financial management
activities on their smartphones
2
More than 1.08 out of 5 billion
worldwide mobile phones are
smartphones
Today
3
300 million tablets will have
been sold
By
2015
Rate of mobile phone sales will
hold on
4
1 billion mobile phone users
will use their device for
banking purposes
By
2017
5
25 billion connected devices
By
2020
Mobile devices will become
primary internet connection tool
6
SOURCES
1 Microsoft Tag, 2012
3 Microsoft Tag, 2012
5 Juniper Research
2 B3B, Inmobi
4 B3B, Gartner
6 ITU
New Mobile Banking functions expected
by the clients
Pay forfor goodsservices in retail
Pay goods and and services
Blocking credit card usage/ get informed
if suspicious activities are registered
Paying bills
Customer services integrated directly
into the mobile banking app
Major takeaways for banks
Improvement of Mobile Banking
strategy / security by developing:
Value-added services (e.g. partnership
with retailers, mobile payment solutions)
Future
of banking
is digital
Era of
omnichannel
banking
Applications across multiple platforms
Advanced digital capabilities
(Geo-tracking, Voice recognition, Digital
signature)
Collaboration with clients to develop
applications that meet their needs
Offer rich, interactive experiences
that are as much about entertainment
as it is about banking
Rapid
changes don’t
mean the end
of physical
banking
High
priority
on Mobile
Banking
Daily availability and flexibility of
mobile services delivery
Future of mobile banking
Mobile wallets and POS payments
will become mainstream, smart
and bank-branded
New interactive and modern banking
services
Beware physical presence for:
Big-ticket transactions or investments
Confidence of the client
Face-to-face communication
Better supply of advice and information
via all the channels (physical, digital) such
as implementation of digital signatures,
voice recognition and Geo Tracking
Implementation of digital signatures,
voice recognition and Geo Tracking
Mobile Financial transactions
will be process-agnostic and based
on customers’ goals
Mobile marketing will be based
on the customer’s context
“Meet the trends and needs of the market”
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