Meet Your Future Financial Customer Eight Profiles Derived From IDC Research
Bruce Marianna
Donald Nadia
Done Cassey
Natalie
Jeri Chris What He Wants Innovations That Deliver
Anytime access to support Omnichannel Banking
Loyalty rewards Personalised Services
Easy money transfers Digital Wallets
Chris, 33 years old Fraud Prevention Relevant Alerts THE POTENTIAL A customer from a competitive bank. Currently unhappy Quick and reasonable loans Minimum Paperwork and looking for reasons to shift.
What She Wants Innovations That Deliver
Easy Authentication Biometrics
Flexible bill Digital Wallets payment options
Coupons based on spend pattern Personalised Services Marianna, 19 years old THE NEW-TO-BANK Short Term Savings Proactive Outreach Has recently invested time and e ort to go through a know-your-customer (KYC) process. Access support across various Mobile Banking, New customers are looking for evidence that the bank channels VTMs and Chatbots they chose was a good choice. What She Wants Innovations That Deliver
Loyalty rewards Personalised Services
Tailormade Products Customer Profiling
Retirement Savings Minimum Paperwork Nadia, 40 years old Better O ers Proactive Outreach THE MID-TERMER A long-standing deposit or credit customer of the bank. Typically left behind as the bank aggressively pursues new Individual Attention Digital Branch customers. This customer is keen on a new value proposition from the bank, and a renewal of its service commitments.
What He Wants Innovations That Deliver
Individual Attention Digital Branch
Retirement Savings Hybrid Advice Solutions
Fraud Prevention Biometrics Bruce, 52 years old THE TRADITIONALIST Coupons based on spend pattern Location Services Relies on traditional channels and struggles with mobile applications and the confusing array of digital o erings. Hassle Free Banking E ective Cash Management Slow to adapt to new technology, partly because of security concerns. What She Wants Innovations That Deliver
Self-Service Banking Digital Front O ce Apps
Easy Authentication Two Factor Authentication and Biometrics
Short Term Savings Hybrid Advice Solutions Cassey, 28 years old Flexible bill payment options Peer to Peer Transactions THE IN CONTROL The customer who uses self-service channels most Anytime Anywhere Omnichannel Banking often and prefers little interaction with the bank. Access to Support and Support This customer sees banking services as a transaction, not a relationship.
What She Wants Innovations That Deliver
Personalised Services Digital Branch
Better O ers Customer Profiling
Loyalty rewards Personalised Services Natalie, 35 years old Coupons based on spend pattern Timely Insights and Alerts THE SHOPPER The customer who will jump quickly at a perceived Ability to Provide Needed “better o er” (usually price-related) by a competitor. Choice and Flexibility Information What He Wants WhatInnovations FSPs Could That Deliver Do
Easy Money Transfers Biometrics
Anytime Access to Support Digital Wallets
Self Service Banking Personalised Services
Donald, 50 years old Easy Authentication Proactive Outreach THE UNSATISFIED The customer most prone to move to another bank. Mobile Banking, There are no fixed set of reasons for quitting. Hassle Free Banking VTMs and Chatbots It all depends on context, but the push factor is typical: bad customer experience.
What He Wants Innovations That Deliver
Self-Service Banking Digital Wallets and Mobile Banking
Hassle Free Banking Digital Front O ce Apps
Flexible Bill Payment Options Digital Receipts Jeri, 30 years old Better O ers Timely Insights and Alerts THE HYPER-TRANSACTOR While Financial Insights Asia/Pacific projects an average of Biometrics and Two factor 50 transactions/month/customer for an average bank in Asia Fraud Prevention by 2021, this hyper-transactor will go beyond the average. Authentication Access to innovative digital solutions is a high priority. Visit our website to access the right tools and methodologies to plan and execute your journey to hyper-personalisation.
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