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

1. @brettking
The 3 Phases of Customer Behaviour Disruption
THE BIG SHIFT

5. THE BIG SHIFT The 3 Phases of Customer Behaviour Disruption
1 Internet gives
Control & Choice

7. “We’re living in a world of mouth
world...”
Gary Vaynerchuk

8. I trust my network more than I trust your brand...

10. THE BIG SHIFT The 3 Phases of Customer Behaviour Disruption
2
Mobility gives
Anywhere & Anytime

11. Mobility Usability

12. Take up of Bank of America Mobile (App Phone) Internet Banking
5000000
4000000
3000000
2000000
1000000
Aug-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

13. 16

14. 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 "Obama's `Youth Mojo' Sparks Student Activism, Fueling Campaign", Bloomberg.com (May 7,2007)
Source: Generation Y, Business Week, February 15 1999

15. THE BIG SHIFT The 3 Phases of Customer Behaviour Disruption
3
MobilePayments gets us
Ubiquitous & Cashless

16. Who is in charge of phasing out cheques?

18. Why don’t we give our customers mobile
phones instead of checking accounts?

19. The All New iPhone: With Payments capability
FaceTime Camera
Sturdy Titanium and Glass
Design
AMOLED Screen
CONCEPT 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

20. “GINGERBREAD” HAS NATIVE “TAP AND PAY" METHOD OF
NFC PAYMENT CAPABILITY
SAMSUNG TO BRING FIRST DEVICE TO
PURCHASING "COULD REPLACE
MARKET BEFORE YEAR-END YOUR CREDIT CARD."
-ERIC SCHMIDT, GOOGLE CEO
GOOGLE ANDROID 2.3 LAUNCHING WITH NFC NEXT MONTH?

22. Hot mortgage deals*
Citibank offset 6.5% 14 years
HSBC Fixed Rate 5.75% 18 years
Bank of America 5.65% 18 years
More deals
*Based on 30% deposit and
mean value of houses in street $765,452

24. THE BIG SHIFT
Point-of-Impact

29. iAd
1 Billion Ad impressions per day
(based on 100 Million units sold)

30. Data
Who?
When?
Why?
How?
Where?

31. THE BIG SHIFT
It’s not about channel, it’s not about technology
Simplicity

32. Out Now!
Follow me on Twitter: @brettking
Email me: bking@userstrategy.com