Disruption in banking Who will be your Uber? · 2018-10-03 · “We need banking but we don’t...
Transcript of Disruption in banking Who will be your Uber? · 2018-10-03 · “We need banking but we don’t...
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Disruption in banking Who will be your Uber?
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29 years credit union experience
36 years business/consulting
experience
Consulted on over 1,500 credit
union projects
A regular speaker at CUNA and
League Conferences, speaking
at over 1,500 events
Former Chairman of the Board of
successful $150 million dollar
credit union
About Tim Harrington, CPA
TIM Transform Inspire Motivate
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• Started in 2009, Now world’s largest taxi company
• Taxi drivers earnings cut in 1/2
• Taxies forced to improve or fail
• Meets consumer need for: • Easy ordering, Fast service, Transparent
Delivery, Transparent Pricing
• Designed for digital world
TIM Transform Inspire Motivate
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these have changed everything
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what have smartphones replaced?
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what have smartphones replaced?
• Land lines
• Cameras
• Photo albums
• Maps
• Boarding passes
• Newspapers
• Alarm clocks
• Calendars
• Note pads
• Video cameras
• Laptops/desk tops
• Payment systems
• Weather channels
• Mp3s/CDs
• Address books
• Calculator
• Wrist watch
• Answering machine
• Games
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“We need banking but we don’t need banks.”
Bill Gates
8TIM Transform Inspire Motivate
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uberization: digital disruption is happening all around us
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uberization: digital disruption is happening all around us
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the disruptors’ advantage
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No Branches
TIM Transform Inspire Motivate
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TIM Transform Inspire Motivate
who is defining our market?
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No!They sell products
You sell relationshipsand the difference is crucial
13TIM Transform Inspire Motivate
do you want to copy Amazon?
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Millennials…They make up
44% of workforceGen Z….
They were born with digital
Baby Boomers? 15% of workforce and falling fast
14TIM Transform Inspire Motivate
who cares about digital?
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NextGen 2-19 (83M)
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“The generation coming of age today might not see a need for a traditional bank at all, just as they don’t see any reason to have a landline, send letters or buy newspapers.”
James Haycock
author of “Bye Bye Banks?”
16TIM Transform Inspire Motivate
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“Digital banking is no longer trendy. It has instead become the modus operandi for the modern financial services market.”
Jess Morley,
Mapa Digital Competitor Intelligence
17TIM Transform Inspire Motivate
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Some credit unions
spend 75% of their
costs on their
branches,
which serve their
lowest contributing
member18
what percentage of your members use branches?
what percentage of your costs are devoted to serving those members?
TIM Transform Inspire Motivate
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expense redistribution
TIM Transform Inspire Motivate
1. Where will future dollar outlays be most effective for the credit union’s long-term benefit?
2. Where should dollars be cut from so that we can afford No. 1?
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if you redeployed 40% of your workforce and 30% of your Compensation from Teller Services to:
• Seamless Technology• App development and fine tuning
• Programming
• Prototyping
• Sales and Advisory Service in branches and in Contact Center
• Marketing and Advertising20
what would happen…?
TIM Transform Inspire Motivate
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can we reinvent ourselves?
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can we reinvent retail delivery?
22TIM Transform Inspire Motivate
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Flagship Branch and Call Center
Regional Financial Center
Local Financial
Store
Local Financial
Store
Regional Financial Center
Local Financial
Store
Local Financial
Store
branch Hub
and spoke is
changing
Yesterday…
TIM Transform Inspire Motivate
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Digital Center
Mobile App
Desk Top
RDC
ATM System
Our ATMs
Shared
ATMs
Shared Branch
Contact Center
Flagship Branch
Regional Financial Center
Local Financial
Store
Local Financial
Store
Regional Financial Center
Local Financial
Store
Local Financial
Store
Today
TIM Transform Inspire Motivate
Cross Sell
Opportunities
Cross Sell
Opportunities
Limited Cross Sell
Opportunities
Limited Cross Sell
Opportunities
No Cross Sell
Opportunities
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Digital
Phone
ATM
NA
Branch
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Bank of America has converted about 9,000 tellers to “relationship bankers” who can direct customers to high-tech ATMs or show them how to deposit a check via smartphone
Wall Street Journal
26
changing needs
TIM Transform Inspire Motivate
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B of A Digital and Branch Strategy
“Overall branch volume is down by roughly 25%, but there’s ‘good volume’ and ‘not-so-good volume”. Good volume consists of visits that can lead to sales, rather than transactional volume. That “good volume” is up 70%.”
Dan AthanasiaVP Consumer Division
Bank of America
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Digital technologies will accelerate branch transformation BUT not make them extinct
CapGemini
Future of Banking Whitepaper
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changing needs
TIM Transform Inspire Motivate
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TIM Transform Inspire Motivate
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Italy
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Czech Republic
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Manchester Building Society: Four distinct service zones: Conversation,
Convenience, Community and Consultation.
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Umpqua Bank: Part Café, Part Bank, Part Technology Bar
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Capitec Bank South Africa
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Australia
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Australia42
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Australia
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“Make branches integral to cross-channel sales…or shut them down!”
Ron Shevlin Director of Research at Cornerstone Advisors
44TIM Transform Inspire Motivate
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branches are moving from TRANSACTIONS
to INTERACTIONS
45TIM Transform Inspire Motivate
“Staff competency and training will be
top notch. Fewer employees will be
“entry level”. More will have a breadth
of skills and knowledge base that they
bring to bear on their customer’s
issues.”
John Hyche
SVP at LEVEL5
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value of branches
Short term value
• Cash transactions• Traditional customers who are not ready
for digital
• Some Boomers
• But some Millennials too
• Relationship building with members• Cross sales, etc.
• Billboard…showing the flag
46TIM Transform Inspire Motivate
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value of branches
Long term value
• Simple, user intuitive experience• Brand
• Electronic products
• Other products
• Increase meaningful conversations and valued relationships
• Show the unique story of your brand and your solutions (WIIFM)
• A meaningful culture: attract and build talented teams
47TIM Transform Inspire Motivate
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move from call center to contact center
48TIM Transform Inspire Motivate
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move from call center to contact center
• Millennials and NextGens don’t CALL• Chat
• Text
• Chatbots
49TIM Transform Inspire Motivate
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Contact Center
Member Service &
Sales
Lending Service and
Sales
Technology Help
three key channels in contact center
Need not be
separate…
but must be
efficient
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ideas
Automate as much as possiblea. On-line new account openingb. On-line additional account openingc. On-line loan applicationd. Peer-to-peer payments and transferse. On-line appointment scheduling
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on-line loan applications
Should it be easier for the member?
Or for the credit union?
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but…40% of on-line loan applications abandoned
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Name
Address
Date of Birth
Social Security
Monthly Income
Purpose
effective on-line loan application
What more do you need to “APPROVE”
a loan application?
54TIM Transform Inspire Motivate
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frictionless on-line loan application
Organizations need to avoid digitizing current inefficient legacy processes. Organizations that don’t change underlying loan culture, processes, and technology will not succeed in the long term.
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ask constantly:
“What will make people drive past three other FIs to come to us?”
57TIM Transform Inspire Motivate
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become your own disruptorCreate a cross-departmental innovation and disruption team
• Focus on the users’ experience• Keep users in the loop, maybe on team
• Define users’ problems
• Use prototypes to explore potential solutions
• Elicit executive support on an on-going basis
• Tolerate failure: It’s Feedback, Not Failure
• Exhibit thoughtful restraint
Harvard Business Review
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kill the company
Study what it would take for a competitor or a market change to Kill your company• Then start the process of fixing it
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whatever you do…
1. Make it simple
2. Make it fast
3. Make it easy
4. Make it common sense
5. Listen to the end user
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Change is not necessary…
Survival is not mandatory
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TIM Transform Inspire Motivate
Timothy Harrington, CPA
800-788-9542
@TimTeamResource
www.linkedin.com/in/timothypharrington1
www.TimothyHarrington.net/blog.html
Website: www.ForTeamResources.com