Staying Connected With Customers
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The document discusses the evolution of e-banking and its three pillars: online banking, online bill payment capabilities, and mobile banking. It notes that while online banking was initially adopted, customers now expect the full suite of e-banking services. Younger generations especially prefer mobile banking. The document advocates that financial institutions offer an integrated solution across online, bill pay, and mobile banking channels to remain competitive. It describes the benefits of online banking and highlights features important for an effective bill payment solution.
Staying Connected With Customers
- 1. Sponsored by Staying Connected with Customers: Financial Services for the Next Generation
- 2. Staying Connected with Customers: Financial Services for the Next Generation Introduction...................................................................................... .3 The.Three.Pillars.of.e-Banking. ........................................................... .5 Pillar.One:.Online.Banking. ................................................................ .7 Pillar.Two:.Online.Banking.with.Bill.Payment.Capabilities....................... 9 Pillar.Three:.Mobile.Banking................................................................11 The.Future.of.Banking,.the.Right.Choices.Today...................................15
- 3. Introduction Our.culture.now.turns.to.the.Internet.as.a.trusted.first.source.for.news,.entertainment,.communication.and. information..Vacation.deals?.Weather.forecasts?.Tips.on.treating.a.sunburn?.The.Internet.has.become.a.single,. efficient.pipeline.to.the.information.that’s.most.relevant.to.each.of.us..And.our.banking.needs.are.no.exception.. Personal.banking.has.evolved.over.generations,.with.each.incarnation.of.change.leading,.gradually,.to.a.regained. level.of.consumer.comfort.–.followed,.more.quickly,.by.expectation.and.demand.. “It.took.people.some.time.to.shift.from.traditional.banking.–.saying.hello.to.the.people.you.knew.at.your.local. branch.–.to.banking.with.ATMs,”.says.Charles.King,.principal.analyst.with.research.firm.Pund-IT..“Something. similar.has.since.occurred.in.the.online.banking.world,.and.now.we’re.moving.toward.mobile.banking.as.well.” With.each.of.these.historical.precedents,.financial.institutions.have.discovered.significant.savings.in.employee. and.service.costs,.explains.King..“Each.evolution.has.offered.financial.institutions.new.ways.to.take.expenses.out. of.the.services.they.offer.and.to.add.those.savings.to.their.bottom.line.”. Today,.e-banking.makes.it.possible,.from.anywhere.with.an.Internet.connection,.to.check balances, manage bills, transfer funds, schedule payments and receive or set up a notification.–.asking.to.be.alerted,.for. example,.when.a.particular.check.clears,.or.a.balance.amount.falls.below.a.predetermined.figure. Driving.this.latest.evolution,.of.course,.is.an.increasingly.tech-savvy.population..The.Pew.Internet.&.American.Life. Project.has.reported.little.variation.in.the.high.percentage.of.adults.across.age.groups.from.18.to.72.who.turn. S t a y i n g C o n n e c t e d w i t h C u s t o m e r s :. F i n a n c i a l . S e r v i c e s .f o r . t h e . N e x t. G e n e r a t i o n ...•...3
- 4. to.the.Internet.to.check.e-mail,.perform.searches.and.research.products..Likewise,.both.sexes.appreciate.the. efficiency.of.the.Internet..“Both.men.and.women.approach.with.gusto.online.transactions.that.simplify.their.lives. by.saving.time.on.such.mundane.tasks.as.buying.tickets.or.paying.bills,”.according.to.the.Pew.report. What.does.jog.the.numbers.is.a.closer.look.at.the.behavior.of.Millennials..Born.in.the.early.1980s,.Generation.Y.–. 100.million-plus.strong.–.has.never.known.a.world.without.personal.PCs,.is.all.thumbs.on.a.cell.phone.. (in.the.best.possible.way),.and.has.been.described.by.Pew.as.the.“first.generation.in.human.history.that.regards. behaviors.like.tweeting.and.texting,.along.with.Web.sites.like.Facebook,.YouTube,.Google.and.Wikipedia.not.as. astonishing.innovations.of.the.digital.era,.but.as.an.everyday.part.of.their.social.lives.and.their.search.. for.understanding.”1.. Not.keeping.pace?.Business Week2.reports.that.Millennials.are.the.first.generation.big.enough,.and.powerful. enough,.to.lay.low.a.mainstream.boomer.brand.with.its.collective.cold.shoulder. Businesses.with.hopes.of.remaining.viable.have.accordingly.responded.to.society’s.online.expectations,.both.to. please.customers.and.help.assure.their.own.longevity..Indeed,.in.one.Pew.survey,.the.majority.of.respondents. said.they.expect.that,.by.2020,.“innovative.forms.of.online.cooperation”.will.significantly.result.in.more.efficient. “Of all the activities we have and.responsive.businesses,.governments,.non-profits.and.other.mainstream.institutions.3. tracked since 2000, few have What.does.that.mean.for.financial.institutions?.Now’s.the.time.to.ensure.that.you.don’t.get.left.behind..For.all. seen as much growth as of.the.ways.society.turns.to.the.Internet,.and.the.growing.numbers.of.us.expecting.information.literally.at.our. online banking.” fingertips,.Pew.still.reports:.“Of.all.the.activities.we.have.tracked.since.2000,.few.have.seen.as.much.growth.as. –.Pew.Internet.&.American.Life.Project online.banking.” S t a y i n g C o n n e c t e d w i t h C u s t o m e r s :. F i n a n c i a l . S e r v i c e s .f o r . t h e . N e x t. G e n e r a t i o n ...•...4
- 5. The Three Pillars of E-Banking Online.banking.is.just.one.component.of.e-banking.and.today,.more.than.deposit.slips.or.institution-branded. calendars,.consumers.and.businesses.expect.e-banking.tools.from.their.financial.institutions.. Research.firm.Synovate.reports.that.online.banking.is.not.only.growing.in.popularity.but.at.the.expense.of. traditional.forms.of.banking..Among.consumers.it.surveyed,.61.9.percent.used.online.banking.in.2009.–.up.from. 60.percent.in.2008.–.while.telephone.banking,.in-branch.banking.and.ATM.banking.all.fell.4.. Pew.reports.that.nearly.70.percent.of.Gen.X.Internet.users.already.do.their.banking.online,.and.that.the.number. of.Gen.Y.adopters.continues.to.climb.5..Many.younger.users.actually.leave.online.banking.–.or.skip.it.altogether.–. in.favor.of.mobile.banking,.preferring.to.use.their.mobile.phones.over.PCs.. In.fact,.according.to.The.TowerGroup.research.firm,.mobile.banking.has.outgrown.its.role.as.a.“nice.to.have”. innovation.and.emerged.as.a.mainstream.offering.for.banks.of.all.sizes..By.2011,.the.firm.expects.that.more.than. 27.million.U.S..consumers.will.use.their.mobile.devices.for.banking6..–.and.that.by.2013,.that.figure.will.nearly. double.to.53.1.million.active.users..Likewise,.research.firm.Berg.Insight.has.forecast.the.number.of.worldwide. mobile.banking.users.to.reach.894.million.by.2015.7.. Whether or not to extend e-banking services to customers is no longer a question for forward-looking institutions. And to remain competitive, neither is it enough to offer online banking alone. S t a y i n g C o n n e c t e d w i t h C u s t o m e r s :. F i n a n c i a l . S e r v i c e s .f o r . t h e . N e x t. G e n e r a t i o n ...•...5
- 6. Today,.best-of-breed.e-banking.solutions.depend.on.three,.rock-solid.and.complementary. components:.an.online.banking.suite,.for.use.through.a.PC.or.Mac;.online.bill.payment. capabilities;.and.mobile.banking.capabilities.for.use.with.a.mobile.phone. Institutions.from.tiny.credit.unions.to.large.regional.banks.are.discovering.that.it’s.possible. to.expand.their.business’.reach,.enjoy.cost.savings,.pursue.new.revenue.streams.and,.for.the. first.time,.compete.in.a.manner.that’s.on.par.with.the.offerings.of.the.industry’s.benchmark. institutions..How?.With an outsourced, integrated banking solution that’s both flexible enough and addresses the device preferences of each account holder and also nimble enough to keep up with the speed of technology. S t a y i n g C o n n e c t e d W i t h C u s t o m e r s :.F i n a n c i a l .S e r v i c e s . f o r .t h e . N e x t. G e n e r a t i o n ...•...6
- 7. Pillar One: Online Banking Over.the.last.decade,.countless.institutions.have.discovered.that.an.online.banking.service.can.drive.profits.by. redirecting.in-person.and.call.center.traffic.to.the.Internet..Fewer, however, are leveraging the full benefits that follow from a holistic, online solution that fully integrates, with an unassisted channel, all the capabilities of its assisted channel. In.addition.to.cost.savings,.a.best-in-class.online.banking.solution.offers.a.financial.institution,.regardless.of.its. size,.an.online.presence.that.enables.it.to.differentiate.itself.from.competitors,.as.well.as.to.compete,.both.in. quality.and.also.its.reach,.with.the.industry’s.brand-name.players.. While.online.banking.customers.can.enjoy.a.seamless.and.compelling.experience.–.equivalent.or.superior.to.that. of.an.assisted.channel,.with.the.convenience.and.time.savings.of.anytime,.anywhere.banking.–.the.benefits.for. financial.institutions.are.still.more.extensive:.. •... apabilities.such.as.transferring.money.or.opening.a.new.account.can.be.extended.through.the.unassisted. C . online.channel,.enabling.organizations.to.grow.and.acquire.new.customers.–.and.to.offer.them.first-class. service.–.without.the.need.for.employees.to.be.directly.involved..There’s.less.need.for.intervention.by. administrative.and.management.staff. •... hile.an.interaction.between.a.customer.and.a.call.center.representative.or.bank.teller.is.subject.to. W . uncertainties,.online.banking.can.provide.a.reliably.positive.user.experience.that’s.fully.integrated.with.the. bank’s.core.processing.environment,.while.at.the.same.time.showcasing.its.services.and.demonstrating.pride. in.its.brand.. S t a y i n g C o n n e c t e d w i t h C u s t o m e r s :. F i n a n c i a l . S e r v i c e s .f o r . t h e . N e x t. G e n e r a t i o n ...•...7
- 8. •... .first-rate,.outsourced.solution.enables.a.financial.institution,.regardless.of.its.assets,. A . to.benefit.from.its.larger.partner’s.industry.experience.and.skills..By.offering.a.solution. that’s.as.technologically.savvy.as.those.offered.by.industry.heavyweights,.a.financial. institution.of.any.size.is.equipped.to.beat.competitors.while.saying.to.customers:.“We. get.it.” •... n.online.solution.enables.an.organization.to.grow.its.presence.in.towns.and.regions. A where.it.may.not.have.brick-and-mortar.branches.but.can.duly.compete.with.the. offerings.of.the.local.institution.. While.an.online.solution.can.deliver.services.to.underserved.communities.without.access. to.a.physical.branch,.more.often,.financial.institutions.are.competing.in.towns.and.cities. where.consumers.have.numerous.options..Consequently,.it’s.imperative.to.choose.a. solution.that’s.fully.integrated.and.technologically.competitive.to.compete.and.win.in.a. crowded.marketplace... Size.no.longer.has.to.be.a.default.indicator.of.a.financial.institution’s.capabilities.–.. or.reach.. S t a y i n g C o n n e c t e d w i t h C u s t o m e r s :. F i n a n c i a l . S e r v i c e s .f o r . t h e . N e x t. G e n e r a t i o n ...•...8
- 9. Pillar Two: Bill Payment Capabilities Online.bill.payment.solutions.have.already.seen.an.initial.wave.of.adoption..To.create.opportunities.for.new. growth,.institutions.need.to.differentiate.their.offerings.and.business.sensibility.from.those.of.their.competi- tors..How.to.encourage.new.growth?.Offer a solution that empowers customers – both consumer and business – to not simply pay bills but to also move money..Quickly..Easily..Whether.it’s.to.celebrate.friends,. assist.family,.or.act.on.a.financial.opportunity.that.requires.real-time.attention.. By.approaching.payment.capabilities.with.a.new.outlook,.an.organization.can.prime.itself.to.capitalize.on. underserved.markets.and.underused.advantages. For.example,.customers.or.members.will.often.visit.their.financial.institution’s.Web.site.to.check.account. balances.and.then.leave.the.site.to.pay.their.bills,.one.by.one,.at.their.credit.card,.mobile.phone.or.utility. company.Web.sites. This.is.both.inefficient.and.also.a.lost.business.opportunity.that.business.customers.in.particular.recognize.and. would.like.to.avoid..According to the Bank Administration Institute (BAI), 50 percent of the businesses it surveyed said they would be willing to change financial institutions to receive better payment services.. Because.their.unique.needs.often.aren’t.addressed,.the.majority.of.business.consumers.report.paying.their. personal.bills.online,.but.just.more.than.half.say.they.do.the.same.with.business.bills.. An.effective.bill.payment.solution.should.feel.like.a.comfortable,.natural.extension.of.a.customer’s.e-banking. experience.–.encouraging.use.and.increasing.opportunities.for.the.institution.to.extend.offers.and.collect. data..Consequently,.a.financial.institution.shopping.for.such.a.solution.must.require.that.it.can.be.entirely. S t a y i n g C o n n e c t e d w i t h C u s t o m e r s :. F i n a n c i a l . S e r v i c e s .f o r . t h e . N e x t. G e n e r a t i o n ...•...9
- 10. personalized.to.reflect.its.desired.look.and.feel,.as.well.as.its.marketing.objectives,.enabling.the.institution.to. entirely.differentiate.itself.from.competitors’.efforts.. A bill payment solution should additionally: •..Offer.tools.to.assist.first-time.users.and.help.drive.repeat.visits •... llow.P2P.payments.for.domestic,.business.and.international.transactions,.including.the.ability.to.generate. A revenue-share.opportunities.for.financial.institution.clients •...nclude.tools.to.manage.and.schedule.payments,.as.well.as.auditing.and.tracking.capabilities I •... nable.expedited.payments.to.accommodate.last-minute.and.panic.payments.–.with.terms.dictated.by.the. E financial.institution. “The demand for mobile payment •... ffer.remittance.payments.and.electronic.payments.through.automated.clearing.house.(ACH).networks. O services, systems, software •...nclude.a.choice.of.accounts.from.which.to.make.a.payment I and associated support and •... upport.multiple.users.with.separate.logins.and.passwords,.and.–.for.business.customers.–.allow.the.ability.to. S consultancy will grow in the five control.which.users.have.access.to.specific.payment.functions.and.information years from 2008 to enable the When.account.holders.begin.paying.bills.through.their.financial.institution’s.Web.site,.a.new.level.of.commitment. processing of over $300 billion is.created..Research.shows.that.a.customer.who.establishes.a.bill.payment.relationship.with.his.or.her.financial. based on gross of payment institution.is.less.likely.to.leave.it..More.than.a.benefit,.this.is.a.win-win:.Online.banking.users.are.proven.to.carry. transactions by 2013.” higher.balances.than.non-online.banking.users8..and.to.require.less.service.support.. –.Juniper.Research S t a y i n g C o n n e c t e d w i t h C u s t o m e r s :. F i n a n c i a l . S e r v i c e s . f o r . t h e .N e x t. G e n e r a t i o n ...•...10
- 11. Pillar Three: Mobile Banking In.2009,.more.than.one.billion.mobile.phones.were.purchased.around.the.world,.and.analysts.only.expect. that.figure.to.rise,.exceeding.1.5.billion.handsets.by.2013.9..Even.in.tough.financial.times,.studies.show.that. consumers.will.keep.their.wallets.closed.to.items.such.as.jewelry.or.vacations,.but.they.will.continue.to.spend.on. personal.electronics.such.as.new.mobile.phones.10... The.increasing.adoption.of.mobile.phones,.and.particularly.of.smartphones,.with.their.full.Web-surfing. capabilities.and.netbook-speed.processors,.are.big.contributors.to.the.growth.of.mobile.banking..Also. contributing,.say.analysts,.are.consumers’.heightened.expectations.for.self-service.options,.as.well.as.the.nation’s. expanding.3G.and.4G.mobile.networks,.making.extensive.mobile.capabilities.an.“anytime”.reality.. Among.smartphone.users,.Apple’s.iPhone®.device.–.with.its.large.screen,.easy-to-use.interface,.rich.application. store.and.highly.engaged.user.base.–.has.been.a.particular.catalyst.for.growth.. One.major.banking.institution,.for.example,.has.reported.that.40.percent.of.its.mobile.banking.customers.use. an.iPhone.or.an.iPod.touch®.device11.to.access.its.services..And.when.a.separate,.smaller.institution.launched.a. mobile.deposit.application.for.iPhone.users,.adoption.was.so.immediate.that.more.than.$300.million.dollars.was. transferred.through.the.application.in.its.first.five.months.after.launch.12.. Indeed,.more.than.50.percent.of.iPhone.users.report.already.subscribing.to.a.mobile.banking.solution.13.... S t a y i n g C o n n e c t e d w i t h C u s t o m e r s :. F i n a n c i a l . S e r v i c e s .f o r . t h e . N e x t. G e n e r a t i o n ...•...11
- 12. While.perhaps.less.expected,.the.global.recession.has.been.yet.another.growth.catalyst..For.consumers.who. Estimated Active U.S. Mobile Banking Users, 2010–2013 are.more.aggressively.managing.their.finances,.mobile.banking.can.offer.an.anytime,.anywhere.view.of.account. balances,.allow.for.a.transfer.of.funds.between.accounts,.or.alert.a.customer.when.a.fee.has.been.applied,.for. 2010 17.8.million.users example..In.short,.it.empowers.consumers.to.feel.more.in.control.of.their.finances. 2011 27.4.million.users Institutions.tasked.with.belt-tightening.and.reducing.IT.spending.(which.is.hardly.a.minority,.with.Gartner. 2012 39.3.million.users forecasting.that.IT.market.revenue.won’t.recover.to.2008.levels.until.201214).are.also.in.a.position.to.benefit.from. mobile.banking..According.to.analysts,.more.financial.institutions.with.an.eye.on.ROI.are.better.scrutinizing. 2013 53.1.million.users spending.and.being.more.thoughtful.about.implementation. Source: The TowerGroup, “From Niche Play to Mainstream Delivery Channel: US Mobile Baning Forecast, 2008-13” “TowerGroup.believes.these.developments.are.positive.for.the.mobile.banking.market.because.careful.planning. will.yield.new.opportunities.for.better.integration.across.delivery.channels.and.source.systems.to.enable.a.more. holistic.self-service.strategy,”.wrote.analyst.Charul.Vyas.in.a.recent.mobile.banking.forecast.15. “Surviving mobile banking vendors will forge the right TowerGroup.additionally.expects.the.number.of.active.mobile.banking.users.to.grow.by.a.compound.annual. growth.rate.of.51.8.percent,.rising.to.27.4.million.users.in.2011.and.on.to.53.million.by.2013..In.mid-2009,.a. distribution partnerships, number.of.U.S..banks.reported.that.10.percent.of.customers.were.already.using.mobile.banking.. pursue an intelligent integration strategy, and articulate a The.comfort.level.many.consumers.feel.with.their.mobile.devices,.and.of.those.devices.the.increasing. capabilities,.can.hardly.be.overstated.. holistic view of mobile financial services.” “The.mobile.Internet.is.ramping.up.faster.than.the.desktop.Internet.did,”.according.to.Morgan.Stanley.analysts. in.a.Dec..2009.report,“.and.we.believe.more.users.may.connect.to.the.Internet.via.mobile.devices.than.desktop. –.The.TowerGroup, PCs.within.five.years.”16. S t a y i n g C o n n e c t e d w i t h C u s t o m e r s :. F i n a n c i a l . S e r v i c e s . f o r . t h e .N e x t. G e n e r a t i o n ...•...12
- 13. The.accelerated.adoption.rates.of.the.mobile.Internet.are.also.translating.to.a.faster.rate.of.change.for.the. mobile.financial.services.market..A.few.years.ago,.early.adopters.were.satisfied.with.solutions.that.allowed.them. “For financial institutions to.check.balances.on.a.mobile.device..However,.the.market.is.evolving.rapidly.and.mobile.users’.expectations. looking to expand their mobile- are.increasing.so.quickly.that.features.added.12.months.ago.will.likely.seem.antiquated.a.few.years.from.now.. banking market share, one To.keep.pace,.financial.institutions.need.to.invest.in.an.integrated.mobile.solution.that.not.only.provides.the. of our key recommendations features.and.applications.perceived.as.competitive.and.current.by.demanding.mobile.customers,.but.are.also. is to provide access via text flexible.enough.to.expand.and.remain.relevant.for.years.to.come.. messaging, Web browser While.it.is.tempting.to.consider.the.development.of.a.low.cost-point.solution.to.provide.customers.with.mobile. and applications.” access,.integrated.solutions.have.the.significant.long-term.benefit.of.direct.access.to.account.data.and.can.scale. ...–.Javelin.Strategy.&.Research effectively.as.the.demands.and.features.of.the.market.change.in.this.dynamic.marketplace.. To address and take advantage of these trends, a best-in-class mobile banking solution should offer three avenues for account management: SMS messaging, access through the Mobile Web and access via a downloadable application..In.delivering.all.three,.an.institution.can.be.assured.that.its.offerings,.and.even. marketing.efforts,.are.being.met.with.an.audience.100.percent.of.the.time,.whether.a.user.relies.on.a.PC,.a. smartphone.or.a.feature.phone.. Less.expensive.feature.phone.handsets.currently.account.for.72.percent.of.worldwide.handset.sales17,.and. using.them,.consumers.can,.through.SMS.messaging,.perform.tasks.such.as.initiating.payments.or.receiving. notifications.of.account.changes.or.customer-specified.events.. S t a y i n g C o n n e c t e d w i t h C u s t o m e r s :. F i n a n c i a l . S e r v i c e s . f o r . t h e .N e x t. G e n e r a t i o n ...•...13
- 14. Feature.phones.also.increasingly.incorporate.the.user-friendly.input.features.made.popular.by.smartphones.. According.to.2010.data.from.The.NPD.Group18,.in.the.fourth.quarter.of.2009,.the.top.10.selling.phones.in.the. U.S..all.included.a.touch.screen.or.a.QWERTY.keypad..For.more.Americans,.this.means.that.mobile.banking.on.a. feature.phone.is.a.breeze.. Smartphones,.regardless.of.the.operating.system,.can.offer.access.to.an.account.through.a.mobile.browser.. Apple,.Nokia,.Research.In.Motion,.Microsoft,.Palm.and.other.manufacturers.additionally.boast.mobile. application.stores.from.which.customers.can.download.(nearly.always.for.free).an.application.from.their.bank.of. choice..In.many.instances,.the.application.can.additionally.be.launched.through.a.“widget”.on.the.device’s.home. screen,.offering.literally.one-touch.access.to.an.account. Further,.while.app.stores.offer.customers.convenience,.they.also.allow.banks.to.align.themselves.with.other. trusted.and.much-loved.brands,.such.as.Apple.. Having a presence in the Apple App Store not only exposes a banking institution to an incredible amount of traffic (in 2010, the Apple iTunes store celebrated its 10 billionth song download) but also exposes the banking brand to a crowd that’s highly tech-savvy – and expects as much from the people handling their money. Note:..The.iPhone.and.iPod.touch.are.registered.trademarks.of.Apple,.Inc. S t a y i n g C o n n e c t e d w i t h C u s t o m e r s :. F i n a n c i a l . S e r v i c e s . f o r . t h e .N e x t. G e n e r a t i o n ...•...14
- 15. The Future of Banking, the Right Choices Today Today.a.number.of.e-banking.solutions.on.the.market.can.deliver.many.of.the.features,.innovations.and. conveniences.described.in.this.publication..FIS,.however,.a.leading.financial.services.technology.and.bill. payment.provider.with.30,000+.financial.experts.in.approximately.100.countries,.is.proud.to.say.that.it.can. deliver.on.each.one. Its customers have repeatedly found success in solutions built on the three critical pillars: 1. .. .feature-rich.online.banking.interface.that.enriches.a.financial.institution’s.relationships.with.its.customers;. A enables.it.to.expand.its.offerings.to.new.user.groups;.and,.with.perfect.branding.sensibility,.enables.it.to. stand.alongside.best-in-class.competitors. 2...A.trusted.bill.payment.solution.that.addresses.the.unique.needs.of.consumer.and.business.customers,.while. . also.opening.doors.to.new.opportunities.made.possible.by.the.swift.and.efficient.transfer.of.funds. 3...A.mobile.banking.solution.that.offers.24/7.account.access.via.SMS.messaging,.Mobile.Web.access.or.an. . institution-specific.mobile.application,.allowing.customers.—.whether.based.on.their.mobile.phone.or.their. tech.prowess.—.to.choose.the.method.that.best.suits.them.. FIS.has.more.than.40.years.of.experience.in.the.industry,.and.with.its.expert.tools.and.know-how,.can.. guide.financial.institutions.of.all.sizes.through.the.deployment.of.exactly.this.type.of.scalable,.integrated.. and.ROI-delivering.solution.. S t a y i n g C o n n e c t e d W i t h C u s t o m e r s :.F i n a n c i a l . S e r v i c e s . f o r . t h e . N e x t. G e n e r a t i o n ...•...15
- 16. The.e-banking.space.is.evolving.at.an.incredible.pace.—.in.just.a.year,.the.capabilities.made.possible.by.mobile. phones,.and.the.ways.that.consumers.engage.with.them,.have.each.shifted.dramatically..Rollouts.of.high-speed. networks.and.the.advent.of.netbooks.and.increasingly.lighter.notebooks.have.also.compounded.Internet.use. and.reliance..FIS.gets.this..Its.experts.understand.user.trends,.and.its.solutions.platforms.are.flexible.enough.to. continually.evolve.to.address.and.exceed.consumer.demands... If.your.institution.already.offers.an.e-banking.solution,.FIS.invites.you.to.compare.its.features.to.the.winning,. three-pillar.approach.described.here..For.those.that.have.yet.to.roll.out.a.solution,.the.criticality.of.doing.so.—. particularly.in.an.unstable,.global.economy.—.cannot.be.taken.lightly.. The.industry.research.points.to.banking.customers.wanting.greater.personalization.and.better.online.tools.for. managing.money.and.analyzing.transactions.—.while.a.new.generation.of.mobile.users.is.putting.its.stamp.on. the.world.and.quickly.dismissing.all.that.falls.short.of.expectation.. For.financial.institutions.that.want.to.be.a.part.of.the.next.generation.of.banking,.a.flexible,.forward-looking,.first- class.e-banking.solution.can’t.wait.. To.reach.FIS’.experienced.team.of.e-banking.advisors,.please.visit.www.fisglobal.com. S t a y i n g C o n n e c t e d W i t h C u s t o m e r s :.F i n a n c i a l .S e r v i c e s . f o r .t h e . N e x t. G e n e r a t i o n ...•...16
- 17. About A.leading.global.provider.of.banking.and.payments.technologies,.FIS.provides.financial.institution.core.processing,.and.card.issuer. and.transaction.processing.services,.including.the.NYCE.Network,.to.more.than.14,000.financial.institutions.and.businesses.in.over. 100.countries.worldwide..FIS.is.a.member.of.Standard.and.Poor’s.(S&P).500 ®.Index.and.has.been.ranked.the.number.one.overall. financial.technology.provider.in.the.world.by.The.American.Banker.newspaper.and.the.research.firm.Financial.Insights.in.their.annual. “FinTech.100”.rankings..For.more.information.about.FIS.see.www.fisglobal.com.
- 18. 1. Pew.Research.Center,.“The.Millennials,”.by.Scott.Keeter.and.Paul.Taylor,.Dec..11,.2009. 2. Business.Week,.Feb..15,.1999,.“Generation.Y:.Today’s.teens.–.the.biggest.bulge.since.the.boomers.–.may.force.marketers.to.toss.their.old.tricks.” 3. Pew.Internet.&.American.Life.Project,.“The.Impact.of.the.Internet.on.Institutions.in.the.Future,”.by.Lee.Rainier,.Mar..31,.2010. 4 .Synovate,.“Synovate.research.shows.online.banking.grows.in.popularity.while.telephone.banking.ATM.use.drops,”.news.release,.Oct..13,.2009. 5. Pew.Internet,.“Pew.Internet.Project.Data.Memo,”.Jan..28,.2009 6. The.Tower.Group,.May.2009,.“From.Niche.Play.to.Mainstream.Delivery.Channel:.US.Mobile.Banking.Forecast,.2008-13.” 7. Berg.Insight,.“Berg.Insight.predicts.874.million.mobile.banking.users.by.2015,”.news.release,.April.23,.2010. 8 .. artner,.“Gartner.Survey.Shows.Number.of.Consumers.in.the.U.S..and.U.K..Using.Online.Banking.Continues.to.Grow.Across.Income.and.Ages,”.news. G release,.June..15,.2009. 9. IMS.Research,.March.8,.2010,.“Cellular.Installed.Base.Grows;.New.Handset.Shipments.Resilient.Despite.Recession.” 10. isuppli,.March.19,.2010. 11. The.Tower.Group,.May.2009,.“From.Niche.Play.to.Mainstream.Delivery.Channel:.US.Mobile.Banking.Forecast,.2008-13.” 12. USAA,.“USAA’s.Popular.Deposit@Mobile.Now.Available.On.Android-Powered.Smart.Phones,”.news.release,.Jan..28..2010. 13 .. avelin.Strategy.&.Research.“Consumer.Adoption.of.Mobile-Banking.is.Lagging.Primarily.Due.to.Ineffective.Marketing.By.Many.Financial.Institu- J tions,”.news.release,.Oct..22,.2009. 14. Gartner,.Oct..19,.2009,.“Gartner.Says.IT.Spending.to.Rebound.in.2010.with.3.3.Percent.Growth.After.Worst.Year.Ever.in.2009.” 15. The.Tower.Group,.May.2009,.“From.Niche.Play.to.Mainstream.Delivery.Channel:.US.Mobile.Banking.Forecast,.2008-13.” 16. Morgan.Stanley,.Dec..15.,.2009,.“The.Mobile.Internet.Report.” 17. NPD.Group,.Aug..19,.2009 18 .The.NPD.Group,.“Mobile.Phone.Consumers.Shun.Standard.Keypads,.in.Favor.of.Touch.Screen.and.QWERTY.Keyboards,”.news.release,.Feb..9,.2010.