Trust, social commitment , and quality
Fujitsu Forum 2014
ICM Munich19th – 20th November
Human CentricInnovation
Trust, social commitment , and quality
Innovation in electronic channels, the essence of our culture
Xavier Domingo MiróOnline Banking Services Director, CaixaBank
Javier ZornozaATM network Operation Director
Trust, social commitment , and quality
Electronic channels at CaixaBank
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In 2013, 91% transactions carried out through electronic channels
Only 9% of
transactions were done through branches
52%Internet + Mobile
Trust, social commitment , and quality
Online banking market share in Spain
Global online banking market share in each country
33%
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1st
2nd
3rd
4th
38 %
33 %
%28 %
26 %
Source: ComScore january 2014
3rd
1st
4th
2nd16 %
13%
12%
33%
/
Electronic channels at CaixaBank
CaixaBank is leader in the online banking industry in Spain and internationally
Trust, social commitment , and quality
70% of “la Caixa” customers have the Línea Abiertacontract
9,0 Million total customers have the Línea Abiertacontract
5,3 Million total customers use Línea Abierta
+950 different transactions in total (individual & Companies)
8 Million transactions per day
Internet Users1
Internet Transactions2
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“la Caixa” online banking service Línea Abierta
Trust, social commitment , and quality
A 100% online process to capture typically online customers
The business driven by new acquired customers belongs to branches
Transformation from a transactional channel to a sales approach
Focus on main products: accounts, term deposits, cards, insurances, loans…
From Transaction to Sales channel
Wide relationship with branches
Branch relationship is merged with online banking
Multichannel relationship strategy
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“la Caixa” online banking service
Three keys to carry on our strategy
1
2
3
Customer acquisition channel
Trust, social commitment , and quality
Focus on the main bank products
PayrollAccounts
Cards
Loans
Investment funds
Retirement plans
Term deposits
Insurance
14.0% 18.5% 22.5% 25.0%
2011 2012 2013 2014
Sales Channel Absorption –evolution 2012-2014(annual maximum)
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From a transactional channel to a new Sales channel
“la Caixa” online banking service
Trust, social commitment , and quality
2001
2008
2009
2010
2012
2014
Mobile Banking Pioneers
“la Caixa” on your mobile phone
Touch Mobile Portal (iPhone)
App for iPhone/Android with Augmented Reality
CaixaMobile Store/NFC Payment Pilot
Apps for SmartTV and GoogleTV
Apps for Google Glass/SmartWatch
“la Caixa” mobile banking service
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Trust, social commitment , and quality
Over 100M transactions/month
400 functions available
2M customers/month
MultidevicePersonal BankingAccountsCardsSharesFundsDeposits...
CompaniesCaixaConfirmingCashflowMultisign...
mBanking: Línea Abierta mobile
“la Caixa” mobile banking service
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Trust, social commitment , and quality
2008 2009 2010 2011 2012
1 year
1 month
1 week
1 day
12 hours
2013
4 hours
2014
2 hours
Time to reach 100K mobile customers accessing mobile banking services:
mBanking
“la Caixa” mobile banking service
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Trust, social commitment , and quality
Financial Apps
Non-Financial Apps
Social Apps
The first financial institution with its own app store, with Apps for all the different types of devices
Educational Apps
Research Apps
Other channels
Apps: CaixaMobile Store
“la Caixa” mobile banking service
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Trust, social commitment , and quality
Google GlassesNative App for Google Glasses with branch offices locator and currency converter
Sony SmartWatchFirst financial institution in Europe with a smartwatch app to monitor your favorite stocks.
Avaliable from Feb-14
Apps: Wearable Apps
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Avaliable from Feb-14
“la Caixa” mobile banking service
Trust, social commitment , and quality
Source: RBR
22nd in the world ranking 3rd in Europe in terms of the number of ATMs installed
“la Caixa” ATM networkThe largest in Spain
12,800
11,700
9,696
7,3007,100 7,000
4,9084,470
Sberkan
k
(RUS)
Crédit
Agricole
(FRA)
” la Caixa”
(SPA)Unicredit
(ITA)
Hanko
(UK)
Bankia
(SPA)
BBVA
(SPA)
BSCH
(SPA)
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Trust, social commitment , and quality
‘75 ‘80 ‘85 ‘90 ‘95 ‘00 ‘05 ‘10
1979The first ATM
Constant innovation, the hallmark of our ATM network
1981Colour screen
19881.000 ATMs
19935.000 ATMs
19996.000 ATMs
1995Touch screens
1998Operations in 7
languages
2002Voice guidance
Change from pts. to €
2004EMV standard
201210.000 ATMs
2006CaixaFácil menu
2010Punt Groc,
Biometrics test
2012Caixer NFC
“la Caixa” ATM network
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2013New style
book
Trust, social commitment , and quality
The 1st ATM in the world with Contactless technology Comes back the world’s fastest cash withdrawal
“Punt Groc”, a new concept in ATM designed with Fujitsu
More commercial and with marketing capabilitiesDesigned for all… more accessibleEasy to use, ergonomics and usability as its finestInnovative, ready to incorporate new operational
capabilities &technologies
... A step towards leadership in ATM
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“la Caixa” ATM network: Innovation at “la Caixa”
Trust, social commitment , and quality
A sales channel, the best deal at the best time…
14% of total personal loans contracted at ATMs
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“la Caixa” ATM network
Trust, social commitment , and quality
Operating in your own language
16 different languages to choose….
“la Caixa” ATM network
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Trust, social commitment , and quality
My usual operations: a personal area with a favourites menu
The transactions that a customer uses most often will appear automatically.
Customers can personalizethese transactions via LíneaAbierta.
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“la Caixa” ATM network: Innovation at “la Caixa”
Trust, social commitment , and quality
A fancy way to present your corporate and commercial campaigns
Customizing the ATM’s looks with the Clip & Cover
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“la Caixa” ATM network: Innovation at “la Caixa”
Trust, social commitment , and quality
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Increased usability through contactless interaction.
Different tools for different needs Braille signs. Avatar for sign language. Audio.
ATMs equipped with adaptative interface.
APSIS4ALL, ensuring ATM services accessible for everyone
Disability customer profile registered in a smartcard chip. video
“la Caixa” ATM network: Innovation at “la Caixa”
Trust, social commitment , and quality
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Talent beyond the company 2
Innovation at “la Caixa”The main sources on which we base our innovation process
1 In-house talent
3 Our customers
Trust, social commitment , and quality
“Innova”, a tool to share ideas
In-house talent: our employees 1
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To be kept in mind:Always give Feedback: it is relevant for you.Be ready to accept the proposals: Commitment.
We welcome you to
The meeting point of
GOOD IDEAS
Innovation at “la Caixa”
Trust, social commitment , and quality
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Since 2011, we celebrated the FinApps Party
It is an event organized by "la Caixa" in which we reward innovation in mobile financial services apps.
During 24 hours, developers are challenged to create apps that improve existing services, offer new ones or optimize the current user experience.
Talent beyond the company2
video
Innovation at “la Caixa”
Trust, social commitment , and quality
To involve customers in the innovation process, we have created “inspíranos”
Our customers
Our customers can: Suggest a new idea. Vote for ideas that interest them.
Our purpose: Involve customers in the process of
creating new products and services. Respond to specific user needs.
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3
Innovation at “la Caixa”
Trust, social commitment , and quality
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Customers are invited to share their ideas with us.
IDEA
All contributors are contacted when the idea becomes real and encouraged
to post more ideas.
IMPLEMENTATIONAny contribution is analyzed. We talk
to everyone in less than 24 hours.
ANALYSIS
Customers decide which ideas should be implemented, and actively
participate in the design phase.
DESIGN
Our customers
The secret could be beyond the creation of a network
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A creative environment to involve our clients
Innovation at “la Caixa”
Trust, social commitment , and quality
Giving our advisors the opportunity to enhance their personal relationship with their customers and promote business opportunities.
Messages and documents exchange Signing assessment contracts Personalised offers and information Videoconference service Signing online operations prepared in branch
The Wall, a new communication channel between the client and the personal banking advisor
A new multichannel management model
More than 280.000 clients have activated their wall.
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Innovation at “la Caixa”
Trust, social commitment , and quality
The “secret” is just to answer this question:
Are you willing to add “new ingredients” to innovate?
...then, let’s create a new ecosystem to innovate
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