I want to share with you how customer experience will be the $134 trillion battleground for the future of banking. I hope to explain how we got here and what you can do about it.

1. HOW CUSTOMER EXPERIENCE WILL DICTATE
THE WINNERS IN BANKING
FUTURE BANKING 2019
MIKE PARSONS

2. THE
$134 TRILLION
BATTLE

3. A BRAVE
NEW WORLD

4. Waiting for a ride
Taxi (30 mins)
Uber (3 mins)
Sending a note
Fax (3 mins)
Text Msg (3 sec)
Finding information
Library (1 day)
Google (1 sec)
1999
1999
1999
2019
2019
2019
TIME CHANGE IN CUSTOMER EXPECTATIONS 1999-2019

5. THE NEW
NORMAL

7. AMAZON SETS HIGHER EXPECTATIONS FOR ALL
“Free Two Day Shipping”
2005
“We do too”
2019
1. Apple
2. Backcountry
3. Barnes and Noble
4. Best Buy
5. Birchbox
7. Camp Saver
8. Competitive Cyclist
9. Costco
10. CVS
11. Gear Coop
12. Home Depot
13. Jet
14. Moosejaw
15. Patagonia
16. Ray-Ban
17. Reverb
18. Shop Your Way
19. Sunglass Hut
20. Sephora
21. ShopRunner
22. Steve Madden
23. Target
24. Uniqlo
25. Verizon Wireless
26. Walmart
27. Running Warehouse
THE TRANSFER EFFECT

8. MAKE THAT
FREE 1 DAY
SHIPPING

9. THE WAR
ON CASH

12. ELECTRONIC
TRANSACTIONS
CASH TRANSACTIONS PREDICTED TO BE HALF A PER CENT BY 2020
CASH
TRANSACTIONS
Source: CB Insights

13. DIGITAL &
REAL-TIME
ECONOMY

14. BANKING 1.0
Having an AVERAGE
website and web app
was GREAT
BANKING 2.0
Having a GREAT
website and app
is AVERAGE

15. 1 IN 6 CUSTOMERS WILL LEAVE A BANK FOR BILL PAY, MOBILE
PAYMENTS, BUDGETING, LOAN APP, AND ALEXA INTEGRATION
Source: JD Power

16. PRODUCT FIT
METHOD

17. STAGE EXPERTISE FOCUS AREA TOOLS
USER
TYPES
MENTALITY
1. Problem Solution Fit User Experience User Pains and Gains Prototypes & Value Proposition Canvas Recruits Discovery
2. Product Market Fit
Product
Management
Viability Minimum Viable Product and Lean Canvas
Early
Adopters
Validation
3. Distribution Conversion Fit Marketing
Traction and
Profitability
Paid, Earned, Own Media
Mass
Audience
Growth

18. PROBLEM
SOLUTION FIT

19. CUSTOMERS MUST
NOT BE DEFINED AS
ASSETS AND LIABILITIES

20. CUSTOMERPROPOSITION
GAINS
PAINS
GAIN
CREATORS
PAINS
RELIEVERS
JOBS
PRODUCT &
SERVICES
PROBLEM
SOLUTION
FIT

22. JOBS TO BE DONE
BALANCE THE BUDGET
CURRENCY CONVERSION
INTEREST CALCULATION
TAX CALCULATION
MANAGE EXPENSES
BOOKKEEPING

23. BANKS GO M.I.A IN MEETING THE GOALS OF USERS
Short Term
1. Set a Budget and Stick to It
2. Create an Emergency Fund
3. Payoff Credit Cards
Mid Term
1. Get Life Insurance
2. Pay Off Loans and Debts
3. Buy a Home
Long Term
1. Estimate Retirement Needs
2. Increase Retirement
Savings

24. PRODUCT
MARKET FIT

25. 25% OF UK ONLINE BANKING USERS HAVE EXPERIENCED
BANKING SYSTEMS FAILURES IN THE PAST YEAR
Source: Consumer Intelligence Research Partners, LLC

26. 21
BUILD A MVP THAT SITS ON
ENTERPRISE SERVERS, WITH LIVE
APPLICATIONS AND REAL DATA.
ACQUIRE EARLY ADOPTER
CUSTOMERS AND THEN
SATISFY THEM.

27. DISTRIBUTION
CONVERSION
FIT

28. PAID MEDIA
ACCELERATES YOUR STORY
OWN MEDIA
MAKES YOUR STORY CREDIBLE
EARNED MEDIA
MAKES YOUR STORY TRUSTWORTHY
ADVOCACY & CONVERSATION ARE KEY

29. SOCIAL
CURRENCY
We Share What Makes Us
Look Good
TRIGGERS
Timing is Everything
EMOTION
Give Goosebumps,
Get Traffic Bumps
PUBLIC
Provide Social Proof
PRACTICAL
VALUE
Where's the Utility?
STORIES
Tell Me a Tale
HOW TO MAKE A STORY WORTH SHARING

30. WHAT’S YOUR RALLY?

31. CUSTOMER
EXPERIENCE
FORMULA

32. UNDERSTAND NEW EXPECTATIONS
+
MEET PAINS & GAINS
+
VALIDATE THE MVP
=
YOU’LL HAVE A STORY WORTH SHARING

33. QUALITANCE.COM