Online and mobile
Quote of the month
“Social media will change your business”
Tim Collins, SVP Experimental Marketing, Wells Fargo Bank, USA
Overall issues
- Developing online channels
Financial institutions need to find the best business models for direct online channels, perhaps by drawing upon examples from other sectors. New technologies could be used to create richer customer interactions. The impact of developments such as Web 2.0 social networks needs to be considered – as well as ways of making online channels safer. - Looking further afield
There are both risks and opportunities involved in new channels. Initiatives in other sectors (such as telecoms) should be investigated to see if they are a threat or represent an opportunity for developing new applications. - Exploring the potential of mobile
Banks need to see mobile as a separate channel that should become an integrated part of a multi-channel strategy. They need to look at initiatives on other continents that are ahead of Europe in their mobile phone technology and usage
Recently published Efma studies
"Online consumer behaviour in retail financial services"
by Novametrie, Capgemini and Microsoft with the endorsement of Credit Agricole (December 2007)
"Report on innovative banking – Leveraging mobility for more customer intimacy"
by Novametrie, Capgemini and Microsoft with the endorsement of Credit Agricole (March 2009).
Lessons from the most recent conference
“Online financial services”, Athens, 5-6 November 2008 (www.efma.com/online2008)
“Mobile financial services”, Athens, 6-7 November 2008 (www.efma.com/mobile2008)
Best speaker
Denis Pereira, Head of eCommerce of SNS Reaal, Netherlands
Best presentations
- "4th generation internet"
Annika King, Head of web development at Swedbank, Estonia
- "Mobile banking – Connect to consumers"
Jayastu Bhattacharya, SVP Growth Ventures and Innovation, Citigroup, USA
- "Multichannel approach to online security"
Christo Vrey, Managing executive, Digital channels, Absa Bank, South Africa
