Shane Ferrell - Technology Trends Driving the Industry Ferrell - Technology...SURVEY HIGHLIGHTS …...

TECHNOLOGY TRENDS … ACCORDING TO YOUR PEERSShane Ferrell, Vice President of Digital Strategy

2© Copyright 2016. Computer Services, Inc.

ABOUT ME

• Lead the strategic direction of CSI’s digital banking suite of products

• Strategy focuses on omnichannel, internet and mobile banking

• Nearly 15‐year career with CSI

• Held various positions, from conversions to product management.

3© Copyright 2015. Computer Services, Inc. 3© Copyright 2016. Computer Services, Inc.

TODAY’S AGENDA

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Overview of Banking Priorities Survey

Survey Highlights

Creating a Strategic Technology Road Map

Q&A

Where Should You Plan to Spend Your Money?


WHAT’S THE RELATIONSHIP?


YOUR PEERS WHO RESPONDED

100+ Bankers Responded

Nearly 50% C‐level/Senior Management Role

37% Have between 50‐200 FTEs

61.1% Have Assets $100M ‐ $499M

17.7% Have Assets > $500M


SURVEY HIGHLIGHTS …

Boosting interest income/loan growth remained the top opportunity, with

31.3% of respondents

Delivering excellent customer service is the predominant strategy for attracting

new deposit customers

Enhancing mobile/omnichannel banking gained significant traction as a

major opportunity at 11.2%, up from 3.2% last year


STRATEGIC IT = STRATEGIC GROWTH


YOUR GREATEST OPPORTUNITIES

8.1%

11.1%

18.2%

31.3%

17.2%

8.1%

Pursuing mergers and acquisitions

Enhancing mobile/omnichannel banking

Implementing new technology

Driving interest income/loan growth

Differentiating through customer service

Other (EMV, social media, etc.)


YOUR GREATEST CHALLENGES

6.0%

3.3%

18.0%

29.3%

28.7%

6.7%

2.7%

5.3%

Other

Deploying customer‐facing initiatives

Mitigating fraud/cybersecurity

Driving growth and profitability

Managing compliance

Adding new technology/products

Implementing EMV

Making strategic hiring decisions


TECHNOLOGY: THE GREAT EQUALIZER?

CHALLENGE

OPPORTUNITY

6.7%

18.2%

CHALLENGE

OPPORTUNITY


NEW TECHNOLOGY IS ALSO CRITICAL FOR …

13.0% 13.6% 68.4%

Attracting New Deposit Customers

Enhancing Customer Service

Supporting Ongoing Strategy


NEW TECHNOLOGY= ?


STRATEGIC FOCUS AREAS FOR 2016

9.2%

58.2%

36.7%

29.6%

27.6%

25.5%

21.4%

17.3%

16.3%

15.3%

15.3%

12.2%

10.2%

5.1%

OtherEMV Implementation

CRMBranch Optimization

Mobile Check CaptureSocial Media ParticipationMobile Banking Adoption

Core Platform Upgrades/ConversionMobile Device Management

eStatement AdoptionOmnichannel Banking

Big Data/Business IntelligenceERM StrategiesCloud Migration


EMV COMING ONLINE!

•58.2% focused on EMV implementation•Liability shifts (October 2015) have set the wheels in motion•75% of consumers have received a chip‐enabled card, while only 47% of retailers and restaurants have enabled terminals*

* Paychex Small Business Snapshot


CRM EMERGING ON THE SCENE

•Gain competitive advantage with more info on their customers and relationships

•Helps banks with targeted marketing efforts


BRANCH OPTIMIZATION NOW POSSIBLE


YOUR GREATEST OPPORTUNITIES

8.1%

11.1%

18.2%

31.3%

17.2%

8.1%

Pursuing mergers and acquisitions

Enhancing mobile/omnichannel banking

Implementing new technology

Driving interest income/loan growth

Differentiating through customer service

Other (EMV, social media, etc.)


ATM

Tablet

MobileInternet

Branch

Call Center


MOST CONSUMERS USE MULTIPLE CHANNELS

Multichannel Consumers65%

Web Only10%

Call Only5%

Branch Only15%

ATM Only5%

Source: ClickFox © May 2014 The Financial Brand


THE NEW DIGITAL PIPELINE

Mobile Check Capture

Mobile Banking Adoption

Omnichannel Experience

Peer‐to‐Peer Payments

Digital Payments

eStatements

Responsive Design


16.3%Mobile Device Management

27.6%Mobile Check

Capture

21.4%Mobile Banking

Adoption

15.3%eStatement Adoption


STRATEGIC FOCUS AREAS FOR 2016

9.2%

58.2%

36.7%

29.6%

27.6%

25.5%

21.4%

17.3%

16.3%

15.3%

15.3%

12.2%

10.2%

5.1%

Other (please specify)EMV Implementation

CRMBranch Optimization

Mobile Check CaptureSocial Media ParticipationMobile Banking Adoption

Core Platform Upgrades/ConversionMobile Device Management

eStatement AdoptionOmnichannel Banking

Big Data/Business IntelligenceERM StrategiesCloud Migration

23© Copyright 2016. Computer Services, Inc. 23© Copyright 2016. Computer Services, Inc.

STRATEGIC TECHNOLOGY ROAD MAP

ATTRACTINGNEW DEPOSITCUSTOMERS

ENHANCINGCUSTOMERSERVICE

SUPPORTING ONGOINGSTRATEGY

Social Media (25.5%)Omnichannel Banking (15.3%)

CRM (36.7%)Branch Optimization (29.6%)Mobile Check Capture (27.6%)

Mobile Adoption (21.4%)eStatement Adoption (15.3%)

Big Data/BI (12.2%)

EMV Implementation (58.2%)Core Conversion (17.3%)

Mobile Device Mgmt (16.3%)ERM Strategies (10.2%)Cloud Migration (5.1%)


WHAT THE SURVEY TOLD US

• All banks are focused on growth and profitability – it’s both a challenge and an opportunity.

• Mobile banking and omnichannel experience are driving customer engagement strategies.

• “New technology” is critical to an institution’s success in attracting new customers and remaining profitable.

• In 2016, EMV is the major focus, and banks should strive to get ahead of merchants to ensure they are the most secure portion of the payment.

• We have to consider branch functionality and revisit our branch strategies.


QUESTIONS?


2017 PRIORITIES?We want to know what you have planned for the year ahead!

Please leave your business card on the back table and we will email you the 2017 Banking Priorities Survey so that you can share your

ideas and strategy in next year’s report.


THANK YOU!PLEASE CONTACT US WITH ANY QUESTIONS:

facebook.com/CSIsolutions @CSIsolutions www.csiweb.com

Shane FerrellVice President of Digital Strategy

[email protected](800) 545‐4274, ext. 18032

Shane Ferrell - Technology Trends Driving the Industry Ferrell - Technology...SURVEY HIGHLIGHTS …...

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