The Mashreq eCube Concept: Digital Branch Transformation

The Bank Branch

Then and Now

“Rumors of my death have been greatly exaggerated..” – Mark Twain.

Remember when the ATM would kill the Bank Branch?

UK has lost 7500 branches since 1989

40% Bank of America 193

PNC 54

RBS Citizens 53

U.S. Bank 44

Wells Fargo 43

Number of EU Branches

fell 2.5% in 2012

2,267 Branches in 2012

2.21 Visits per Month

26.5 Visits per Year

0.26 Visits per Month

3.2 Visits per Year

Free Checking Services 46%

Convenient Branch Locations 46%

Easy Online Banking Services 44%

More Personalized Services 43%

Friendly Service “Feeling welcome” 43%

A stable, financially secure Bank 30%

Convenient ATM Network 28%

Access to free financial advice 23%

Recommend from friend/relative 21%

Complete service in one bank 16%

Open or Close an Account

14%

Apply for a Loan

12%

Ask for Financial

Advice

13%

Report a Problem or Complaint

24%

Enquire about fees or charges

25%

Deposit Cash

16%

Withdraw Cash

13%

Investigate Products &

Services

26%

Request Loan payoff amount

28%

Receive Statements

13%

Request Account Info like balance

enquiry, transaction history or cheque

images

30%

Transfer Funds

11%

Pay Bills

12%

Receive Alerts

20%

prefer closing their local branch

Over more fees

Or Lower Service

Customers are times

To switch banks because of additional fees thanBecause of branch closures

. . . as long as there is a branch

within of where they bank

Branch Evolution from Transactional to Relationship

The eCube Key Ingredients

eCube

People

Technology Content

Customers Staff

Banking at the speed of life

30 minutes Chip and PIN Debit/Credit Card

Personalized Cheque Book

Open an account and get a Debit and Credit Card and a personalized Cheque Book in 30 minutes. It’s as simple as that to experience the fastest banking in the UAE.

Mashreq Max Tablet Package

Omni-channel : Converge your Digital & Physical Channels

Customer Centric: Individualize Each Branch Experience

Enable Choice of Form Factor

Enable Quick and Easy Self Service Channels

Simplify Banking: Make it understandable & relevant

Simple Products: Clear, crisp and simple Product Information

Don’t just use your website content!

Facilitate Feedback: LISTEN and Evolve the Experience

“The Customer is not just King, they are Dictator”

Invest in Design: Make it elegant & beautiful!

Top Tips for creating an Engaging Branch Experience

Experience Branch Banking the Mashreq Way: eCube

David Horton

davidho@mashreq.com

@davidmashreq