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@brettkingThe 3 Phases of Customer Behaviour Disruption THE BIG SHIFT
THE BIG SHIFT         The 3 Phases of Customer Behaviour Disruption                1   Internet gives                    C...
“We’re living in a world of mouth             world...”         Gary Vaynerchuk
I trust my network more than I trust your brand...
THE BIG SHIFT               The 3 Phases of Customer Behaviour Disruption                    2                 Mobility gi...
Mobility   Usability
Take up of Bank of America Mobile (App Phone) Internet Banking                                                            ...
16
Behavioral Shift 97% own a computer 94% own a mobile phone 76% use Instant Messaging 15% of IM users are logged on 24/7 34...
THE BIG SHIFT                          The 3 Phases of Customer Behaviour Disruption                                   3  ...
Who is in charge of phasing out cheques?
Why don’t we give our customers mobilephones instead of checking accounts?
The All New iPhone: With Payments capability                                                FaceTime Camera               ...
“GINGERBREAD” HAS NATIVE                   “TAP AND PAY" METHOD OF NFC PAYMENT CAPABILITYSAMSUNG TO BRING FIRST DEVICE TO ...
Hot mortgage deals*Citibank offset 6.5%  14 yearsHSBC Fixed Rate 5.75% 18 yearsBank of America 5.65% 18 years             ...
THE BIG SHIFTPoint-of-Impact
iAd1 Billion Ad impressions per day      (based on 100 Million units sold)
DataWho?When?Why?How?Where?
THE BIG SHIFTIt’s not about channel, it’s not about technology          Simplicity
Out Now!Follow me on Twitter: @brettkingEmail me:             bking@userstrategy.com
Bank2.0 - The BIG SHIFT
Bank2.0 - The BIG SHIFT
Bank2.0 - The BIG SHIFT
Bank2.0 - The BIG SHIFT
Bank2.0 - The BIG SHIFT
Bank2.0 - The BIG SHIFT
Bank2.0 - The BIG SHIFT
Bank2.0 - The BIG SHIFT
Bank2.0 - The BIG SHIFT
Bank2.0 - The BIG SHIFT
Bank2.0 - The BIG SHIFT
Bank2.0 - The BIG SHIFT
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Bank2.0 - The BIG SHIFT

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The keynote presentation from Brett King, Author of BANK 2.0, presented in Athens at the Bank Management Conference of D

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Bank2.0 - The BIG SHIFT

  1. 1. @brettkingThe 3 Phases of Customer Behaviour Disruption THE BIG SHIFT
  2. 2. THE BIG SHIFT The 3 Phases of Customer Behaviour Disruption 1 Internet gives Control & Choice
  3. 3. “We’re living in a world of mouth world...” Gary Vaynerchuk
  4. 4. I trust my network more than I trust your brand...
  5. 5. THE BIG SHIFT The 3 Phases of Customer Behaviour Disruption 2 Mobility gives Anywhere & Anytime
  6. 6. Mobility Usability
  7. 7. Take up of Bank of America Mobile (App Phone) Internet Banking 5000000 4000000 3000000 2000000 1000000Aug-07Oct-07 Dec-07 Feb-08 Apr-08 Jun-08 Aug-08 Oct-08 Dec-08 Feb-09 Apr-09 Jun-09 Aug-09 Oct-09 0 Dec-09 Feb-10 Apr-10
  8. 8. 16
  9. 9. Behavioral Shift 97% own a computer 94% own a mobile phone 76% use Instant Messaging 15% of IM users are logged on 24/7 34% use websites as their primary source of news 28% author a blog and 44% read blogs 49% download music using peer-to-peer file sharing 75% of college students have a Facebook account 60% own some type of portable music and/or video device such as an iPod Source: Heidi Przybyla "Obamas `Youth Mojo Sparks Student Activism, Fueling Campaign", Bloomberg.com (May 7,2007) Source: Generation Y, Business Week, February 15 1999
  10. 10. THE BIG SHIFT The 3 Phases of Customer Behaviour Disruption 3 MobilePayments gets us Ubiquitous & Cashless
  11. 11. Who is in charge of phasing out cheques?
  12. 12. Why don’t we give our customers mobilephones instead of checking accounts?
  13. 13. The All New iPhone: With Payments capability FaceTime Camera Sturdy Titanium and Glass Design AMOLED ScreenCONCEPT ARTWORK 4G Data Speed Contactless iWallet No more plastic Removable Battery Standard Headphone Jack 12 Megapixel Camera Camcorder Function 64 GB Capacity Messaging Light Biometric Strip Home Button Microphone Who needs plastic when you can pay with your iPhone?* *iPhone 5 uses iTunes credit to enable your wallet for payments © COPYRIGHT 2010 SAPIENT CORPORATION | CONFIDENTIAL
  14. 14. “GINGERBREAD” HAS NATIVE “TAP AND PAY" METHOD OF NFC PAYMENT CAPABILITYSAMSUNG TO BRING FIRST DEVICE TO PURCHASING "COULD REPLACEMARKET BEFORE YEAR-END YOUR CREDIT CARD." -ERIC SCHMIDT, GOOGLE CEOGOOGLE ANDROID 2.3 LAUNCHING WITH NFC NEXT MONTH?
  15. 15. Hot mortgage deals*Citibank offset 6.5% 14 yearsHSBC Fixed Rate 5.75% 18 yearsBank of America 5.65% 18 years More deals*Based on 30% deposit and mean value of houses in street $765,452
  16. 16. THE BIG SHIFTPoint-of-Impact
  17. 17. iAd1 Billion Ad impressions per day (based on 100 Million units sold)
  18. 18. DataWho?When?Why?How?Where?
  19. 19. THE BIG SHIFTIt’s not about channel, it’s not about technology Simplicity
  20. 20. Out Now!Follow me on Twitter: @brettkingEmail me: bking@userstrategy.com

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