Online & Mobile Banking Masterclass

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 due to the adoption of Online Banking and Mobile Banking. With customers giving banks permission to be in their pocket, Mobile and Online Banking represents a unique opportunity for financial institutions to be there for their customers anytime, anywhere. This course takes an in depth look at the strategy, product, marketing and operational requirements of supporting the fastest growing channels in banking today. It also forecasts where the market is heading and what impact the migration from traditional channels, such as branch and ATM, will have on the bank business model forever. Attend this intensive and highly practical three day course to: Work on practical case studies that explore the lessons learnt from industry leaders Explore the latest deployments and trends in mobile and payments applications Learn how to research, design and implement the right mix of mobile and online services for your needs Understand how to communicate your proposal to key stakeholders and developers See how to measure your success and implement continuous improvement activities Evaluate what the future holds for the next generation of mobile and online banking Review all the key areas involved to make your organisation mobile and online PLUS: This course has a focus on group breakout sessions where attendees will work to develop solutions to real world scenarios and problems. Who should attend? C-suite executives of retail banks and corporate banks including: CEO CFO COO CMO CTO/CIO CEO of Retail Heads of Business Insight Heads of Digital Banking Heads of IT Heads of Compliance Heads of Strategy AND Departmental Heads, Managing Directors, Directors, Senior Managers and other professionals based at retail banks, building societies and central banks.
Day 1 Introduction Course overview and any administration items Attendees introduction Icebreaker activity Group exercise: Each attendee to write three objectives or areas of interest for the course The evolution of mobile banking From the introduction of text and java-banking to the launch of the iPhone and iPad The development of new technologies such as NFC and Bluetooth The role of the different players: banks, handset manufacturers and network operators The new start-ups and businesses disintermediating banks Group exercise: Groups to discuss the lessons learned from the history of mobile banking The impact of mobile and online banking Evaluate the impact of mobile and online on the financial services sector The changing nature of customer relationships and engagement preferences The growth of the channels and impact it is having on traditional distribution networks Identifying opportunities and threats to different organisations, processes and products/services Group exercise: Groups to discuss the impact of mobile and online to their organisation or role. Global capability study A review of the best mobile and online banking services from around the world Identification of the different value propositions, benefits and objectives of these services Understanding the different features of mobile devices and their potential applications Interesting uses of mobile and online technology that deliver delightful customer experiences Group exercise: Groups to discuss three customer journeys that could be improved by using mobile and online technology. Day 2 Developing a mobile and online banking strategy Aligning organisational goals and brand themes to your mobile roadmap The activities, inputs and outputs required to develop a comprehensive strategy Identification of value propositions, benefits and objectives of each product or feature The stakeholders you need to engage and the key messages you need to communicate Group exercise: Groups to identify a series of propositions based on a hypothetical bank brand Defining the proposition Benefits and strategic drivers: selecting an opportunity on which to focus the proposition Customer value proposition: understanding customer psychology and selecting target markets Insight gathering: how to make actionable decisions from customer, staff and market insight Scope and requirements: how to define the high-level scope and key functional requirement Key design decisions: Native v HTML, device coverage, free or Freemium, Push or SMS, responsive or adaptive Group exercise: Groups to define a detailed proposition based on a defined scenario and a set of assumptions From defined proposition to delivery: communicating requirements What information needs to be documented before initiating the final design and build stage? Identifying the stakeholders and their responsibilities Communicating requirements with technical teams: what do they need to know? Matching business and user needs with technical capabilities Launch strategies Big bang, beta, pre-launch registration: which works best and why? Supporting and responding to customers: social, call centre and App store monitoring Marketing approach: how to get maximum engagement and advocacy What marketing channels should be utilised in what circumstances Examining tactics for delivering optimum take-up Group exercise: Each group defines a go-to market approach for their propositions Day 3 Building a mobile and online corporation Transitioning from a series of projects to a channel How to find and retain mobile and payments specialist talent Operating models and governance strategies to drive a successful mobile and online strategy Horizontal and vertical integration: The multi-channel dimension of mobile and online Delivery approaches: How to best structure your organisation to deliver Enterprise and internal application development How to embed innovation across the organisation so everybody contributes The future Where is mobile and online banking heading – what new technologies and behaviours do we expect The new model: what role will mobiles and tablets play in financial services in future? What effect will mobile and online have on organisational structure and where will investment be focused? How will bank sell products and engage with customers What role will branch, telephony and ATM’s play in this new world Measuring success and continuous improvement Creating a strong business case that can actually be tracked post-implementation Performance Tracking : channels, metrics, frequency and outcomes Competitor assessment: when to follow and when to wait Customer engagement: how to get engaged customers involved in the process Implementing a process for continuous roadmap development using insight Conclusions and key takeaways An overview of the key insights and takeaways Final Q&A session Good sites, events, bloggers, reports to follow Group exercise: attendees will identify core development areas to focus on for their particular job function Course summary and close