meniga customer conference october 14
DESCRIPTION
A talk given in Iceland to the team and customers of Meniga, a leading PFM provider in Europe.TRANSCRIPT
Hallo Rob Findlay Eight Inc.
90 people, 8 offices
8 makes change
How to better understand your customers and win their adoption Rob Findlay Head of Customer Culture Group Customer Experience, OCBC Bank
Create Simple, Honest & Relevant Customer Experiences
Experiences & brands that people love
Experiences & brands that create irrational loyalty
Not quite the tipping point Rob Findlay 8 Inc.
Past, Present, Future Quick trip around Asia
How to better understand your customers and win their adoption Rob Findlay Head of Customer Culture Group Customer Experience, OCBC Bank
Banking. Where its at.
How to better understand your customers and win their adoption Rob Findlay Head of Customer Culture Group Customer Experience, OCBC Bank
Past. Banking has changed in the past 30 years.
BRANCH SIMPLE COMPLEX
BRANCH SIMPLE COMPLEX
BRANCH SIMPLE COMPLEX
CC ATM
How to better understand your customers and win their adoption Rob Findlay Head of Customer Culture Group Customer Experience, OCBC Bank
Present. Banking is a true multi-channel experience, driven by technology.
“Startups are finding cracks in the market serving people who don’t want to pay checking account fees, or who simply don’t like banks and want to find an alternative. But these startups aren’t disruptive. They’re not creating a “new market” — they’re simply meeting the unmet needs of the existing market.” Ron Shevlin, Snarketing
BRANCH SIMPLE COMPLEX
SIMPLE COMPLEX
BRANCH SIMPLE COMPLEX
CC ATM
MOB IB BRANCH CC ATM
BRANCH SIMPLE COMPLEX
SIMPLE COMPLEX
BRANCH SIMPLE COMPLEX
CC ATM
MOBILE IB BRANCH CC ATM
How to better understand your customers and win their adoption Rob Findlay Head of Customer Culture Group Customer Experience, OCBC Bank
So banking is evolving to become advanced in its capability, but fragmented in the presentation of the offering.
How to better understand your customers and win their adoption Rob Findlay Head of Customer Culture Group Customer Experience, OCBC Bank
And we now compare across industries, where customer experiences are better
How to better understand your customers and win their adoption Rob Findlay Head of Customer Culture Group Customer Experience, OCBC Bank
Asia Pacific Postcards
“Singapore also now has the highest gross domestic product per capita in the world at $56,532, having overtaken Norway, the U.S., Hong Kong and Switzerland, according to a 2012 wealth report by Knight Frank and Citi Private Bank.” WSJ
How to better understand your customers and win their adoption Rob Findlay Head of Customer Culture Group Customer Experience, OCBC Bank
We are almost at the tipping point though …
How to better understand your customers and win their adoption Rob Findlay Head of Customer Culture Group Customer Experience, OCBC Bank
Future. There is so much change ahead. In every way.
“The bank of the future will be a technology company with a banking license” Tim Kobe, Eight Inc “Banking is no longer a place you go, it’s a thing you do” Brett King, Moven
“The top banks of the future don’t exist yet” Derek Sievers, Author and Entrepreneur
How to better understand your customers and win their adoption Rob Findlay Head of Customer Culture Group Customer Experience, OCBC Bank
1 2
Utility Luxury
How to better understand your customers and win their adoption Rob Findlay Head of Customer Culture Group Customer Experience, OCBC Bank
1 2
Utility Luxury
Traditional Banks
Customer Experience
Brand Products & Services
Irrational Loyalty
Listening
Observing
Experiencing
Prototyping
A strong Past, A volatile Present, An endless Future. Asia: mobile, growing, demanding.
