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“Next Generation Banking” models
Today “Next Generation Banking” models
The “Financial/
The “do the The “Intelligent The “Socially Non-Financial Digital
basics right” Bank Multichannel” Bank Engaging” Bank Ecosystem” Bank
− Optimized branch − Integrated − Customer engagement − Bank as trust center
network and multichannel where they spend with an extended
contact center architecture, their time (e.g. on proposition (financial
− Enhanced digital powered by analytics social media) based and non-financial)
channels (real-time event on personal interests − “The bank where you
management, etc.)
− Need-based offerings − Leverage influencers are” leveraging the
and consistent − Advanced digital − Co-creation based power of mobile
sales behaviors advisory on increased − M-payment services
− Basic multichannel − Need-based offerings customer intimacy
integration optimized by channels
“My bank effectively “My bank engages with “My bank gives answers to my
engages with me on my me where I spend time.” needs, providing easy access.”
real financial needs.”
Source: Accenture
Customer-oriented metrics evolution
Profitability-based metrics Holistic stakeholder perspective
Management and
investors view
(Shareholders Perspective) Commercial Performance
• ARPU (revenue per customer)
− Revenues Service Performance • Net customer flow
− Profitability • Customer engagement Bank Reputation • Customer lifetime value
• Customer satisfaction • Reputation index • Cross selling
− Cost-to-income • Net promoter score • Brand recognition • Recurring revenues %
− ROE
− Market share
− EVA
− Share price trend
− Market capitalization
− EPS
Sales Effectiveness
• Sale productivity
• Sales per square mile Capabilities
• Campaign effectiveness • Customer centricity index
• Product penetration
• Customer contacts
• Social channel engagement
Source: Accenture
Accenture Distribution and Marketing Services
“Next Generation Banking” models
Today “Next Generation Banking” models
The “Financial/
The “do the The “Intelligent The “Socially Non-Financial Digital
basics right” Bank Multichannel” Bank Engaging” Bank Ecosystem” Bank
− Optimized branch − Integrated − Customer engagement − Bank as trust center
network and multichannel where they spend with an extended
contact center architecture, their time (e.g. on proposition (financial
− Enhanced digital powered by analytics social media) based and non-financial)
channels (real-time event on personal interests − “The bank where you
management, etc.)
− Need-based offerings − Leverage influencers are” leveraging the
and consistent − Advanced digital − Co-creation based power of mobile
sales behaviors advisory on increased − M-payment services
− Basic multichannel − Need-based offerings customer intimacy
integration optimized by channels
“My bank effectively “My bank engages with “My bank gives answers to my
engages with me on my me where I spend time.” needs, providing easy access.”
real financial needs.”
Source: Accenture
Customer-oriented metrics evolution
Profitability-based metrics Holistic stakeholder perspective
Management and
investors view
(Shareholders Perspective) Commercial Performance
• ARPU (revenue per customer)
− Revenues Service Performance • Net customer flow
− Profitability • Customer engagement Bank Reputation • Customer lifetime value
• Customer satisfaction • Reputation index • Cross selling
− Cost-to-income • Net promoter score • Brand recognition • Recurring revenues %
− ROE
− Market share
− EVA
− Share price trend
− Market capitalization
− EPS
Sales Effectiveness
• Sale productivity
• Sales per square mile Capabilities
• Campaign effectiveness • Customer centricity index
• Product penetration
• Customer contacts
• Social channel engagement
Source: Accenture
Accenture Distribution and Marketing Services
