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Hellenic Innovation Forum 2017, Eurobank syrmakezis

Hellenic Innovation Forum 2017

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Hellenic Innovation Forum 2017, Eurobank syrmakezis

  1. 1. Group Digital Banking & Technology March 2017
  2. 2. Sotiris Sirmakezis World Health Organization
  4. 4. ARTIFICIAL INTELLIGENCE By 2020, the average person will have more conversations with bots than with their spouse Gartner Assumption, Nov. 2016
  7. 7. DONATPAY “AI chatbot lawyer helps homeless people find housing ”
  8. 8. Sotiris Sirmakezis *2012: iPhone 5 = 2,7 x Cray-2 Processing Power | Today’s smartphones are what used to be considered supercomputers Experts Exchange, Processing Power Compared 1969 1985 1985 2010*
  9. 9. Sotiris Sirmakezis Processing Power | Today’s supercomputers Experts Exchange, Processing Power Compared 2015 2000
  10. 10. Mobile Devices “A brand is no longer what we tell the consumers – it is what the consumers tell each other it is.” Scott D. Cook, Founder/Intuit & BoD member/P&G
  11. 11. “Right now, a Masai warrior on a mobile phone in the middle of Kenya has better mobile communications than the U.S. president did 25 years ago. If he’s on a smart phone using Google, he has access to more information than the U.S. president did just 15 years ago.” Peter Diamandis, author of “Abundance”
  12. 12. Technology “The strongest force propelling human progress has been the swift advance and wide diffusion of technology.” The Economist
  13. 13. The Millennials
  14. 14. Sotiris Sirmakezis Millennials technology 0% 10% 20% 30% 40% 50% 60% Play video games IM / Chat Download Music/Video Use Social Media Watch TV Online Millennials Gen X Boomers Goldman Sachs | Our Thinking | Macroeconomic Insights | Data Story: Millennials, 2016
  15. 15. Sotiris Sirmakezis Goldman Sachs | Our Thinking | Macroeconomic Insights | Data Story: Millennials, 2016 Millennials: the largest generation in history
  16. 16. Sotiris Sirmakezis Aging population… OECD, Economic Outlook and Interim Economic Outlook, Sept. 2016
  17. 17. Sotiris Sirmakezis …plus Public Budget constraints… …means that people will work longer… …and they will be today’s millennials OECD, Economic Outlook and Interim Economic Outlook, Sept. 2016
  18. 18. Digital Transformation It’s no longer the big beating the small, but the fast beating the slow.” Eric Pearson, CIO, International Hotel Group (IHG)
  19. 19. Sotiris Sirmakezis Business models replaced, innovation necessary
  20. 20. Bill Gates, 1994 “Banking is essential. Banks are not.”
  21. 21. Sotiris Sirmakezis Tech giants disrupt banks
  22. 22. Sotiris Sirmakezis Digital disruptors jump out of every corner
  23. 23. Sotiris Sirmakezis The uberization of banking
  24. 24. “In the future, BBVA will be a software company” Francisco Gonzalez, BBVA CEO, Mar 2015
  25. 25. Eurobank Digital Strategy
  26. 26. Sotiris Sirmakezis Banks in Greece Non Performing Loans Flight of Deposits Stable Revenues Cost Reduction
  27. 27. Sotiris Sirmakezis Eurobank Today Strong Private Shareholder Base Strong and Stable Management Team Profitability Bank-wide Transformations +30% y-o-y Technology Investments Digital & IT Transformation
  28. 28. Digital Strategy | Our vision We will make Eurobank a customer oriented organization that delivers unique and personalized experiences realized by a supreme, mobile-1st digital offering with a human touch. To do this, we are establishing a culture of innovation and customer obsession and we utilize state-of-the-art technologies that enable an end- to-end digitization of our organization.
  29. 29. Sotiris Sirmakezis Inside-Out vs. Outside-In Inside-Out Web/mobile enablement Outside-In Customer enablement Existing Systems (product-centric) New Platform (customer-centric) A Backbase concept
  30. 30. Sotiris Sirmakezis Turn strategy to end User eXperience Succeeding in digital banking requires that digital strategy is turned into an experience for the end user
  31. 31. Embracing mobile as the platform, lets the opportunities of interaction grow exponentially Customer Experience Strategy | Mobile-1st
  32. 32. When we think about digital experiences, the comparative set is not a competitor’s app. It’s the last app our user opened
  33. 33. Customer Experience Strategy | Give customers quality time
  34. 34. Digital strategy turned into organization Touch-point digitizationTouch-point digitization Process digitizationProcess digitization Digital marketingDigital marketing Digital culture / HRDigital culture / HR Product digitizationProduct digitization Customer journey mappingCustomer journey mapping Digital ChannelsDigital Channels Self-service BankingSelf-service Banking Branch digitizationBranch digitization Digitization ProgramDigitization Program Customer Experience Management Customer Experience Management End-2-End Digitization End-2-End Digitization Continuous Innovation Continuous Innovation Advanced Analytics Advanced Analytics Digital Experiences Digital Experiences Digital Banking Strategy Digital Banking Strategy Digital ChannelsDigital Channels Self-service BankingSelf-service Banking Digitization ProgramDigitization Program Customer Experience Management Customer Experience Management Digital MarketingDigital Marketing Advanced Analytics Advanced Analytics Innovation Center Innovation Center
  35. 35. Sotiris Sirmakezis Group Digital Banking Group Chief Digital Officer Sotiris Sirmakezis Self-service Banking Eleni Peristeraki Digital Presence Virginia Sokou Analytics & Campaigns Kostas Tsiptsis Digital Channels TBA Customer Experience Mgmt Eleni Peristeraki Innovation Center Maria Leontiou Digitization Program Lia Ragia Startup Incubator Roula Bachtalia Startup Incubator Roula Bachtalia Digital Organization | Eurobank | as of September 2016
  36. 36. Timeplan 2015 2016 2017 2018 2019 2020 Decide – Hire – Begin Setup – Organize – Design Implement Deliver partially Approach competition Major deliverables Match competition Technology edge Surpass competition
  37. 37. 2016: New mobile banking app Pay-a-Friend At-a-Glance 4-digit PIN Fingerprint Login Shake to Logout +150% usage
  38. 38. 2017: More in our mobile banking app Pay-a-Merchant MasterPass Contactless (NFC) Request Payment … …
  39. 39. Sotiris Sirmakezis Beyond Hackathon The 1st Regional FinTech Hackathon in Greece 24-26 June, 2016 17 teams, 3 prizes
  40. 40. Sotiris Sirmakezis Video: beyond hackathon
  41. 41. Sotiris Sirmakezis
  42. 42. Sotiris Sirmakezis Digital Organization | enter  grow  go
  43. 43. Sotiris Sirmakezis Startup-like innovation culture
  44. 44. Sotiris Sirmakezis Originality is non-existent. Authenticity is invaluable. Jim Jarmusch, Film Maker To innovate, steal like an artist
  45. 45. Sotiris Sirmakezis You can’t just ask customers what they want and then try to give that to them. By the time you get it built, they’ll want something new. Steve Jobs CEO, Apple Inc. To innovate, believe in yourself
  46. 46. Sotiris Sirmakezis It’s not where you take things from, it’s where you take them to Jean-Luc Goddard, Film Maker To innovate, start where others have stopped
  47. 47. Sotiris Sirmakezis Grumpies are good at: • Finding Mistakes • Shutting Down • Saving Money Search for them, you need them! Stepping on others’ toes
  48. 48. Sotiris Sirmakezis Ideas travel from one side of the table to the other. Most interesting games are between opponents coming from totally different training, technique and methodology environments. It’s like ping pong
  49. 49. Sotiris Sirmakezis Show respect to others & Fight like crazy for your ideas! Fight like a gentleman
  50. 50. Sotiris Sirmakezis Accept mistakes
  51. 51. Sotiris Sirmakezis A man is not into innovation because he is paid to do so, but because he wants to* *Gene Meieran, Intel Fellow Money isn’t everything
  52. 52. Sotiris Sirmakezis Focus on unmet customer needs Experiment with new business models Think like an ecosystem player Face the non-believers Choose speed over perfection Be ruthless about your liabilities Innovate the adjacent possible Maximize the use of existing technology Place a few selective big bets Start thinking like a disruptor
  53. 53. Sotiris Sirmakezis
  54. 54. Digital business transformation is a journey, not a destination Digital business transformation is a journey, not a destination