Video and slides synchronized, mp3 and slide download available at URL http://bit.ly/13S1GeY. Michael Nuciforo covers the recent history of mobile banking from SMS alerts to Java, then Web and Native apps. It highlights the major trends, key industry players, and consumer expectations. Filmed at qconlondon.com. Michael Nuciforo is a Mobile thought leader and futurist who was previously the Head of Mobile Banking at RBS. Prior to setting up his own business Keatan, Michael was responsible for delivering the UK’s Number 1 Mobile banking service for iPhone, iPad, Android and BlackBerry across both RBS and NatWest brands. He now advises to some of Europe’s largest banks and retailers on mobile strategy.

1. MICHAEL NUCIFORO
Mobile Consultant, Innovator and Futurist
The Future of Mobile Banking

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4. • Co founder of Mipaga – Mobile Commerce start-up
• Co founder of Keatan – Mobile Consultancy
• Former Head of Mobile Banking – Royal Bank of Scotland
• Former Mobile Banking Channel Manager – ANZ Banking Group
• Launched first Mobile Banking service – 2008
• Winner of 6 industry awards
• Regular blogger – www.theboldwar.com
• And tweeter - @theboldwar
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About me…

5. 3
We heard it all before…

6. 4
This time it’s different…

7. 5
Everything aligned…

8. 6
Mobile banking has now arrived…

9. 7
And it’s impacting everything…

10. 8
Boundaries are being blurred…

11. 9
Two perspectives…

12. 10
For customers…

13. 11
7 million users and growing…

14. 12
Desktop plateau…

15. 13
40%
60%
Increasing and shifting…

16. • On average an active Mobile Banking user will login times a
month.
• This means Mobile Banking user will log in the same amount
of times as Online Banking users.
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1
5
20
Incremental interactions…

17. “The number of interactions consumers are
having with their bank has increased from
once a week, for much of the last century, to
nearly once a day”
This means…
15

18. 16
Transaction Migration
HIGH SALES NO SALES
The product sales conundrum…

19. 17
No sales yet…

20. 18
New sales opportunities…

21. 19
New business model…

22. 20
With Mobile at its heart…

23. 21
Two rivals can be friends…

24. 22
Transformation must occur…

25. This means…
23
Banks have been given permission to be in
their customers pocket. What will they do
with that honour?

26. 24
The second wave is coming…

27. Screens will be everywhere…
25

28. New propositions will emerge…
Jack, aged 56 Teacher - $40,000
“My friends and I all use Mobile banking but I can’t wait
until I can do more…”
Jack opens his new
Mobile app and takes a
scan of the TV he wants
to purchase.
The app tells Jack the
price of the TV and the
current balance of his
bank accounts.
26
Jack buys the TV using
his debit card. He
shares the buy with his
friends and family.

29. …and change behaviours…
Sam, aged 27 Real Estate - $50,000
“It is really exciting to see where mobile is heading and
what it means for my lifestyle…”
27
Sam is walking past his
favourite store. He gets
a push notification
about a new deal.
He uses the new tap-
and-collect service to
order the goods and
get them instantly.
Sam then shares the
deal with his friends.
He gets a rewarded for
socialising it.

30. 28
For staff…

31. • Organisational investment and structure are not in place
• Business processes are not aligned to mobile
• Skills and knowledge gaps are holding back progress
• You need to educate so you don’t have time to innovate
• Systems are not in place for testing and development
• Mobile should be BAU but its still a project
29
Unintended consequences…

32. 30
No where to hide…
Design

33. $
Will deliver significant benefits…
• More Mobile = Less Cash and Paper
• Cash is expensive to manage and maintain
• Cost and environmental footprint reduction
• More Mobile Transactions = Cost Reduction
• Less will be spent on property and equipment
• Branch head count will reduce
• More Mobile = Anytime, Anywhere
• Greater staff productivity and accountability
• Better interaction and speed of communication
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24/7

34. This means…
32
“Everyone is investing in mobile. The
winners will be the banks that can deliver –
not just talk about it”

35. New attitude…
33

36. 34
Across all areas…

37. 1. Don’t ignore it - Mobile is here and now
2. If you embrace its impacts you will find opportunities
3. You have more opportunities than ever to interact with customers
4. Close the gap now – think about Mobile product sales
5. Product ales can be incremental if you approach them differently
6. Mobile can deliver greater efficiency in all your channels
7. New propositions can deliver a better experience and new revenue
8. Staff can also benefit from the adoption of Mobile
9. Enjoy the ride – they don’t come around often!
35
Key Takeaways…