Transform 2014: Mobility and its Impact on Your Business, Operations and Processes
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Transcript of Transform 2014: Mobility and its Impact on Your Business, Operations and Processes
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Brian Pearce
SVP, Head of Retail Mobile Channel and Digital Innovations
Mobility – A Large FI perspective
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Mobility: the ability to move or be moved freely and easily (Oxford Dictionary)
With new emerging trends and technologies, customer interaction with their
finances is going to change.
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Changing Expectations
Social
Always On
New Devices
Unique
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Technology trends impacting all
Mobile: the ongoing development and usage of a
variety of devices like mobile phones and tablet
computing.
Social: rapid adoption of new communication
vehicles, networks and techniques to connect.
Digitization: the ongoing transformation of
formerly physical media (documents, music, video,
books, payments, etc.) into digital format.
New data technology: significant improvement to
targeted marketing, selling and servicing
customers.
Cloud computing: enabled an explosion in new
companies, capabilities, and apps
These trends are
changing how
customers interact
with just
about…everything
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Lies, Damn Lies and Statistics… Mark Twain
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Use of Wi-FI Data
80%
60% 49%
21%
Send or receive text messages
Access the internet
Get directions or location based info
Video chat or call4
% of cell phone owners use their
cell phone to...
Cell Phone Activities 2013” – Pew Research Center
278M mobile users in the US as of 2013 1
Cisco VNI Global Mobile Data Forecast Update (2013 – 2018) 1Comscore – June 2013
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Wells Fargo Response
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Multi-channel distribution is at our core
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Our best customers are multi-channel
Wells Fargo Internal data
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The Third Wave of Mobile in Financial Services
Early adoption of the channel
Learnings about customer
engagement, working with
networks and security
Not many customers
Improved web browser
experience and popularity
of SMS spurred
reintroduction
Smartphone/App revolution
drove adoption
We found customers!
Mobile lifestyle emerges and
customer expectations shift
Surge in demand for
delivering mobile functionality
from partners
Need to scale delivery
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2001 - 2002 2007 - 2012 -
Experimentation Foundations Mobility
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Wells Fargo uses mobile to engage customers
Mobile delivers on the
Anytime, Anywhere
commitment we make to
our customers
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Our mission
Deliver “best-in-class” mobile
financial services across devices
and modes that delight and empower
our customers
Our strategy
Unified mobile experience
Value for Wells Fargo through
engagement
Create channel capabilities
Sales and marketing opportunity
Experiment and innovate
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Mobile Website (wf.com) (Launched July 2007)
Customer Services
Text Banking (93557) (Launched October 2007)
Smartphones & Feature Phones Internet-enabled phones
Mobile Applications (Launched May 2009)
iPhone, Android, Blackberry and Palm
SMS-enabled phones
Mobile channel has grown to 12mm active users
iPad, Android
Tablets (Launched December 2012)
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Top Line Stats
90 Day Active 12.1MM
Online Pen. 56%
Mobile Only 1.4mm
Sessions/Mo 13.1
Texts/Mo 27.7
Android Tablet
New Home Page
Text Banking Transfers
Add Payees
Check Images
2013 Key Projects
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Mobility Framework
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Enhance the journey across customer paths by applying mobile capabilities through interaction patterns.
• Mobile is the first “AND” channel where a customer can be in multiple channels at once Simultaneous
• Introduces new ways to message and interact with customers Communicate
• A standalone channel that’s on the go and always on Portable
Inte
racti
on
Patt
ern
s
Customer Paths
Research Strategize Track Transact Resolve/ Manage
Onboard
Mobile Capabilities Connected Devices Internet Access
Maps + GPS Messaging
Camera/Video
Gesture Input
Org Tools
Accelerometer
HD Display
Cell Network
Phone NFC
Speech input
Bluetooth
Gyroscope
Vibrate
Audio In/Out Offline Features
View Modes
Appliances
Smart TVs
Gaming Systems
Car Telematics
Wearables
Tablets
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Focus for Retail Mobile Banking in the U.S.
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Extending Sales and Marketing to Mobile Users
• Customers are starting the sales journey on their mobile device
Adding mobile unique feature
• Delight customers with special mobile experiences
Multi-channel capabilities and new distribution points
• Customers are adding new devices to their lives and want to use them in new ways
Messaging
• Leverage the power of 2-way messaging
The “Long Tail”
• Customers want everything to be accessible on their mobile device!
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Key Insights from 7 years of Mobile
Mobilize don’t miniaturize
Just porting desktop experiencing to mobile won’t meet customer
expectations. Rethink the experience for mobile.
Remember context
Mobile can be “on the go” or “on the couch”. Design for both.
Your competition is different
Customers compare you to other experiences that they have on
their phone, not necessarily your competitors.
Customers tasks don’t change
Mobile provides new ways to help customers, but doesn’t change
their fundamental needs.
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Thank you!
Wells Fargo
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For further information, please contact:
Brian Pearce
SVP, Head of Retail Mobile Channel
Phone: 415.222.3824
Email: [email protected]
Twitter: @WFMobileBrian