Can Money Management Tools Bring Consumers Back from the Financial Edge?
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FEBRUARY 2017 Can Money Management Tools Bring Consumers Back From The Financial Edge? How financial Wells Fargo to enable The top performers management solutions cardless withdrawals at in the digital banking are addressing bad 13,000 ATM locations space in our provider consumer banking habits – Page 09 (News and directory – Page 17 – Page 5 (Feature Story) Trends) (Scorecard) © 2017 PYMNTS.com all rights reserved 1 Digital Banking Tracker™ Table of Contents What’s Inside: A look at the latest trends and shifting nature of the digital banking ecosystem and how new partnerships and innovations are changing traditional banking 03 practices. Feature Story: Kevin Kirn, head of product for Intuit’s Mint, discusses how offering consolidation tools are making banking practices simpler and creating more responsible 05 consumers. 09 News and Trends: The latest headlines from the digital banking landscape. Methodology: The organizing framework that PYMNTS uses to evaluate the different capabilities offered by each provider in their categories, including B2C and B2B. Providers’ 12 scores and rankings are based on their combined offerings of account management, money management, payment processing, customer engagement and security infrastructure. 14 The Top 20: B2B and B2C top ranking providers. 16 Watch List: The newest additions to the digital banking provider directory. 17 Scorecard: How the B2C & B2B providers stack up in our directory. 91 About: Have feedback? Drop us a line. © 2017 PYMNTS.com all rights reserved 2 What’s Inside Change is coming to banking — and not just the kind access to lending tools through the use of a mobile that fits in your pocket. app. From mobile devices to artificial intelligence- powered assistants, customers are finding new ways From mobile banking to scanners to chatbots, a to access and control their money. series of tech innovations in the digital banking space is altering the ways financial institutions do These new financial tools are also offering new ways business. Some developments are altering various for consumers to manage their money and easier banking practices, including lending and financial ways for them to monitor multiple financial accounts. management, while other developments are changing For February’s Tracker feature story, PYMNTS certain physical attributes of banking. spoke with Kevin Kirn, head of product for money management provider Mint, an Intuit company, about As companies introduce these innovations to the how these solutions are changing banking attitudes market, consumers are finding new banking tools and by offering users greater simplicity. features readily available at their fingertips. Instead of fumbling inside a wallet or a purse for an ATM card, a code can be sent directly to a user’s phone in order to withdraw cash. Other solutions are now offering Five Fast Facts A new report finds Only 53 percent of 50 percent of banks mobile banking U.K.’s new online and credit unions 01 accounted for 83.1 03 account applications 05 intend to improve percent of transactions are completed, while 47 their mobile banking in China in 2015 but is percent are abandoned, platforms, according expected to decline to report finds. to a survey of over 300 80.4 percent in 2020. executives. 02 04 Market Research A new survey finds 63 Future estimates digital percent of respondents banking market will in the Netherlands use grow at CAGR of 8 mobile banking, the percent from 2016 to highest rate in Europe. 2022. © 2017 PYMNTS.com all rights reserved 3 What’s Inside Here’s what’s happening around the world of Digital Messenger platform to allow users to instantly Banking communicate with the bank. In Asia, Singapore-based Advancements in banking technology are promising POSB launched its own chatbot, becoming the first to change how consumers interact with their banks. bank in the country to offer an artificial intelligence- In fact, some developments could change whether powered virtual assistant. With the release of the or not banks will need physical elements at all. Take chatbot, POSB, a subsidiary of DBS Bank, is aiming Wells Fargo, for example, which recently announced to make it easier for customers to engage with the plans to convert its network of ATMs to a new service bank by allowing them to quickly communicate their that will enable the withdrawal of funds with an questions. eight-digit access code sent to a user’s mobile app instead of an ATM card. Meanwhile, in Austria, Erste Digital Banking Tracker February updates Bank und Sparkassen is offering a service that allows Check out the Tracker’s News and Trends section for customers to skip the visit to a bank branch and the latest updates from across the Digital Banking instead verify their identities using live video chat. landscape. Also, in this issue, we’ve profiled over 140 players in our ever-expanding provider Scorecard, Several banks are also introducing chatbots as a including 10 new additions: EQ Bank, PocketGuard, banking solution that are allowing customers to Revolut, WB21, Yolt, Comtrade, Payment Cloud engage their banks in real time. For example, Digit Technologies, Tata Consultancy Services BaNCS, launched a savings bot that will use Facebook’s TheBankCloud and Zeptoo. © 2017 PYMNTS.com all rights reserved 4 Can Money Management Tools Bring Consumers Back From The Financial Edge? © 2017 PYMNTS.com all rights reserved 5 What’s Inside Feature Story What’s the most effective way to remind yourself that a bill’s due date is approaching? A Post-it note? An app alert? A piece of string tied around a finger? hese days, consumers have plenty of options to create reminders to help them stay on top of things. Some options, like the Post-it note They’re the most painful bills by far, but T and the string, fall on the more primitive side of the scale, while the more tech-savvy consumers if you miss one credit card bill, it can are more likely to rely on a smart device to help them start a financial spiral for anybody who’s remember important due dates and tasks. living close to the edge financially. But managing various financial assets can be demanding, even with the latest and greatest tools available. For some consumers, keeping track of As companies roll out new tools for consumers various credit cards, financial investments, utilities, to consolidate their financial accounts, consumer loans and other accounts can be tricky to manage. attitudes to digital banking are also changing. Even if the most responsible consumer forgets to For February’s Digital Banking Tracker ™ feature pay a bill, the oversight can reflect negatively on the story, PYMNTS spoke with Kevin Kirn, Mint’s head consumer’s credit score. of product, about how money management tools and greater automation are making it easier for In order to help consumers manage their accounts consumers to develop smart financial habits. Kirn and avoid blemished records, some digital discussed how these tools are streamlining the financial management solutions providers feature consumer experience and are changing consumer consolidation services that gather various bills into attitudes about digital banking practices. a single platform. One such offering, Mint, aims to help users develop good financial habits by offering a Breaking bad financial habits series of tools that help consumers set budgets, track Financial money management companies like Mint bills and monitor credit scores. The company also offer consumers a series of tools to help stay on top added a bill pay feature to its platform late last year to of their finances. But Kirn said the solution that is allow consumers to deliver payments to their various most popular with users is one that offers a simpler accounts. way to manage their finances. © 2017 PYMNTS.com all rights reserved 6 Feature Story “Something we hear very consistently is that [the solution] is the only place that has all of my finances in one spot,” he said. “So many people get so many things out of it, but that seems to be the one thing binds almost all of our avid users together.” Under The Hood Kirn, who also described himself as an “avid Mint How do tokenization services work? user,” said these consolidation solutions have transformed the banking industry by offering a “To take advantage of the growing number simpler platform for consumers to watch their of financial technology services aimed to finances. In addition to solutions that allow users to automate and simplify our financial lives, create a budget, label transactions and track their customers often connect one or more of their bank accounts to third-party providers, such credit scores, Mint released a new bill pay service late as budgeting apps, automated savings tools last year that allows users to send payments to their and investment services. various accounts. In order to establish these connections, financial institutions and technology According to Mint, roughly 25 percent of Americans companies rely on various systems to miss a bill payment, which can result in plenty of share financial information. Often, these financial headaches, including a damaged credit systems request customers share their bank credentials (username and password) directly score. These overdue bills can add up to $77 billion with a third-party service, allowing these annually in late fees and higher interest payments. services to access individual bank data on Kirn said the bill pay feature adds a new service to behalf of the customer. Mint’s solution suite that enables users to take steps More recently, tokenization has emerged to based on the platform’s suggestion. allow customers to authorize access to their bank data without sharing their online bank Over the next few months, Kirn said the company will credentials outside of the bank or financial institution.