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How wearables can both improve
customer experience in branches
and enhance network sales
effectiveness ?
Yvon MOYSAN, Sain...
Internet of Things: key metrics
• In 2015
 4.9 Billions Connected
"Things" will be in use, up to
40% from 2014 (1).
• By ...
Customers expectations and fears
• Smartwatches (1) and Fitness
trackers (2) are considered as the
most useful wearables
•...
How wearables can improve
customer experience in
branches ?
Examples
Barclay: iBeacon to assist disabled customers s
• The trial takes place in Sheffield
• An application on customers' iPhone...
« […] iBeacon […] has the potential to dramatically change the
service experience in Australian banking»
Dhiren Kulkarni, ...
“When our customers walk into a branch, on an opt-in basis
we can identify who they are without them having to
identify th...
AKBANK: iBeacon to withdraw money from
ATM without any bank card
• Customers simply launch the Akbank Direkt Mobile App, e...
How wearables can enhance
network sales effectiveness ?
Examples
3rd Most Promising Idea. EFMA Accenture Distribution et Marketing
Awards. 15th october 2014 in Barcelona
Crédit Mutuel Ark...
Oculus Rift test at Wells Fargo’s Digital Labs
• Customers could use an Oculus Rift virtual-reality headset to virtually w...
To provide a transparent assistance in real time to personal bankers
Banque Populaire: commercial assistance to
personal b...
How wearables can both improve customer experience in
branches and enhance network sales effectiveness ?
• Improve and fac...
Extract from the survey:
Internet of Things:
International Banking and Insurance wearable apps
- More than 150 slides
- Mo...
Internet of Things: international Banking and Insurance
wearable apps
• Glasses, watches, wristbands, virtual reality head...
PURCHASE ORDER
Please send it by e-mail to yvon.moysan@saintgermainconsulting.com or by mail to
Saint Germain Consulting Y...
Efma distribution summit 2015:  physical channels - how wearables can both improve customer experience in branches and enh...
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Efma distribution summit 2015: physical channels - how wearables can both improve customer experience in branches and enhance network sales effectiveness ?

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- iBeacon initiative enable Westpac to send customers special offers and other incentives when they are in or walk past a branch
- At St George Bank, iBeacon send welcome message and tailored information to customers when they enter into a branch
- Google Glass allow Banque Populaire sales force to make products and services recommendations in real time
- Wells Fargo is testing customer authentification through Google Glass and thanks to an Oculus Rift virtual-reality headset offers customers a virtually walk into a bank branch and the capacity to talk to a teller.
- Barclays bank is to trial beacon technology in its branches to improve accessibility for customers with disabilities

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Efma distribution summit 2015: physical channels - how wearables can both improve customer experience in branches and enhance network sales effectiveness ?

  1. 1. How wearables can both improve customer experience in branches and enhance network sales effectiveness ? Yvon MOYSAN, Saint Germain Consulting & IESEG School of Management EFMA Distribution Summit 2015 27th of March 2015
  2. 2. Internet of Things: key metrics • In 2015  4.9 Billions Connected "Things" will be in use, up to 40% from 2014 (1). • By 2020  This number will reach 30 billions (1) (1): Source: Gartner (Nov.2014)
  3. 3. Customers expectations and fears • Smartwatches (1) and Fitness trackers (2) are considered as the most useful wearables • High price (54%), privacy (31%), look (13%), comfort (13%) and health risks (10%) are the main reasons not to buy wearable technology (1): Source: Forrester Research (2): Source: Deloitte (Oct. 2014 )
  4. 4. How wearables can improve customer experience in branches ? Examples
  5. 5. Barclay: iBeacon to assist disabled customers s • The trial takes place in Sheffield • An application on customers' iPhones to notify staff members when a customer with a disability has entered the branch and if they require any extra assistance. Main features Barclays introduce iBeacon technology to assist disabled customers with in-branch banking “Beacons are the latest in a long line of innovative initiatives from Barclays designed to make our customers lives easier, which is particularly important for people with non-visible disabilities – something our customers have told us is an issue.” Elaine Draper, Barclays director of accessibility and inclusion Dec 2014
  6. 6. « […] iBeacon […] has the potential to dramatically change the service experience in Australian banking» Dhiren Kulkarni, CIO St. George Bank St George Bank: the choice of the banker iBeacon sensors to detect bank customers • Send a welcome message and personalised information directly to a customer’s iPhone when they enter a branch • Customer can choose to talk to a dedicated banker or to decline any help Main features Mai 2014
  7. 7. “When our customers walk into a branch, on an opt-in basis we can identify who they are without them having to identify themselves. That recognition is important.” Westpac's chief digital officer Simon Pomeroy Westpac: iBeacon to send dedicated offers to customers iBeacon as an opportunity to add another dimension to customer service • Special offers and other incentives sent to customers when they are in or walk past a branch • Alerts staff that a customer has arrived for a pre-ordered item and can remind the customer that they are in a place that has an item on their digital shopping list. • Customers who want faster recognition can upload their photo onto the mobile application (iBeacon is an opt-in service) Main features Fev 2014
  8. 8. AKBANK: iBeacon to withdraw money from ATM without any bank card • Customers simply launch the Akbank Direkt Mobile App, enter the amount they wish to withdraw, and walk up to an iBeacon- enabled Akbank ATM. • Once the app has detected the ATM, the customer simply presses the "1" key on the ATM keypad and the amount requested is delivered to the cash drawer. Main features Cash Withdrawal with iBeacon « Using their iPhone, Akbank customers can now withdraw money in a couple of seconds from our ATMs, which are iBeacon-enabled, without any need for their bank card or their reference code.». Orkun Oğuz, Executive Vice President in charge of Direct Banking at Akbank Jul 2014
  9. 9. How wearables can enhance network sales effectiveness ? Examples
  10. 10. 3rd Most Promising Idea. EFMA Accenture Distribution et Marketing Awards. 15th october 2014 in Barcelona Crédit Mutuel Arkéa: alerts to staff in real time that a customer has arrived Déc 2014 • A mobile app for customers to be detected by the beacon sensor located into the branch • Alerts staff in real time that a customer has arrived and the reason of the meeting Main features iBeacon technology to improve customer experience into the branch
  11. 11. Oculus Rift test at Wells Fargo’s Digital Labs • Customers could use an Oculus Rift virtual-reality headset to virtually walk into a bank branch and talk to a teller. Main features Wells Fargo: Google Glass to authenticate customers « We’ll have to see how society reacts, when we see a trend, we want to be ready » Jim Smith, EVP virtual channels Oct 2014 Google Glass test at Wells Fargo’s Digital Labs • Personal bankers would be able to authenticate customers by facial recognition (customers opt-in required) and have access to their personal informations Main features
  12. 12. To provide a transparent assistance in real time to personal bankers Banque Populaire: commercial assistance to personal bankers A google Glass App for personal bankers • Alerts staff that a customer has arrived • Provide access to customer information in real-time to suggest the more adapted products & services to customer. • Camera is used to take pictures and register official documents (ID card). • Access to competitors credit rate (car loans) • Cross selling proposals will appear (e.g. car insurance after car loan) In progressMain features Mars 2014
  13. 13. How wearables can both improve customer experience in branches and enhance network sales effectiveness ? • Improve and facilitate customer recognition to provide a better customer experience (e.g. disabled customers). • Offer the choice of the banker the customer wants to talk with depending on its needs • Send dedicated offers to customers • Withdraw money from ATM without any bank card • Alert staff in real time that a customer has arrived • Authenticate customers with facial recognition • Provide a transparent commercial assistance in real time to personal bankers
  14. 14. Extract from the survey: Internet of Things: International Banking and Insurance wearable apps - More than 150 slides - More than 70 initiatives analysed in more than 20 countries - For more information, visit our website: http://www.saintgermainconsulting.com/en/etudes Saint Germain Consulting Yvon MOYSAN yvon.moysan@saintgermainconsulting.com Tél: 06 62 84 71 00 www.saintgermainconsulting.com Questions and Answers ?
  15. 15. Internet of Things: international Banking and Insurance wearable apps • Glasses, watches, wristbands, virtual reality headset, iBeacon or even wearable suits… Which bank or insurer have already launched a wearable app and why? What are the features of these apps dedicated to customers or employees? What are customers’ needs and expectations? What are customers’ fears? What are primary customers’ uses ? What are the app features that banks and insurers have already abandoned? What are the future app features or devices that banks and insurers expect to focus on? What are the Internet of Things key figures and projected trends? • This study includes more than 150 slides and covers the major wearables app that banks and insurers have developed so far. More than 70 of them are indeed analyzed. The objectives of the bank or the insurer are presented and illustrated by CEO or Digital Marketing Director verbatim, the main current and future features of the app and first customers’ feedbacks are detailed. In addition, the study includes several relevant links to press articles and videos illustrating the bank or insurer wearable app. SaintGermainConsulting:37rueSaintAndrédesArts75006Paris Tél:0662847100–Email:yvon.moysan@saintgermainconsulting.com For more information regarding this study, please send an e- mail to yvonmoysan@saintgermainconsulting.fr
  16. 16. PURCHASE ORDER Please send it by e-mail to yvon.moysan@saintgermainconsulting.com or by mail to Saint Germain Consulting Yvon MOYSAN 37, Rue Saint André des Arts 75006 Paris France Internet of Things: international Banking and Insurance wearable apps. January 2015. (PDF version) 790 € Option for shipping in PowerPoint format 120 € Name:…………………………………………………… First name:…………………………………….... Company:………………………………………………………………………………………………………... Job title:…………………………………………………………………………………………………………. Address:…..…………………………………………………………………………………………………….. ZIP Code:……………………………………….............. City:…………………………………................... Country:…………………………………………………………………………………………………………. Phone number:.……………………………………….... Mobile:.………………………………................. e-mail:….…………………………………….............................................................................................. Date:.………………………………………………………… Signature:.…………………………............... The study will be sent by e-mail after the reception of the payment by transfer to this checking account number: Code banque 30003 Code guichet 03082 N° Compte 00050786145 Clé RIB 35 IBAN : FR76 3000 3030 8200 0507 8614 535 BIC-ADRESSE SWIFT : SOGEFRPP Number Total SaintGermainConsulting:37rueSaintAndrédesArts75006Paris Tél:0662847100–Email:yvon.moysan@saintgermainconsulting.com

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