SO WHERE IS THE CONSUMER IN CONSUMER BANKING?

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "SO WHERE IS THE CONSUMER IN CONSUMER BANKING?"

Transcription

1 SO WHERE IS THE CONSUMER IN CONSUMER BANKING?

2

3 Consumer Banking 3 SO WHERE IS THE CONSUMER IN CONSUMER BANKING? BANK CUSTOMERS CONSUMERS NEED TO BE AT THE HEART OF A LOYALTY-BUILDING ECOSYSTEM. ONE THAT CONSTANTLY REVIEWS THE MOST EFFECTIVE MODELS FOR ENCOURAGING AND REWARDING REPEAT PURCHASES.

4 4 Consumer Banking It s Time to Put the Consumer at the Heart of Consumer Banking The financial industry may call its retail offer consumer banking. But how close are banks to embracing the idea of their customers as consumers first and foremost? Research from Capco in the UK and parent company FIS indicates there is still much progress to be made. First base is a firm grasp of what today s consumers of financial services really want. DO YOU RECOGNISE ME? In a word, according to the FIS Consumer Banking PACE Index 1, what consumers really, really want is recognition. The most pronounced area of underperformance is recognition and reward for their business from their primary banking services provider. The Banked British feel undervalued. Our own Capco consumer research picks up on this theme. Two headline examples reinforce the value of being valued. Example #1. 87% of customers now expect to be rewarded for their credit card expenditure. In fact, they wouldn t even consider a card that did not offer some sort of loyalty reward scheme. Example #2. Interest rates on a savings product are ranked as basic expectations. Consumers taking part in our research said they wanted more motivation to save than interest alone. Key attractors included more accessibility of funds and more associated benefits, such as reward points, discounts, air miles or exclusive access to events. In fairness, it s clear that many banks are starting to behave as providers of a consumer proposition as opposed to a take it or leave it transactional facility. Some have already become highly proficient. A few are outstanding even. But for too many financial institutions, the idea of a bank customer (inherently loyal, unlikely to go elsewhere) still eclipses any notion of a consumer (fiercely fought over by competitors, constantly subject to innovative offers, highly likely to change brand if dissatisfied). Why do banks need to take this key difference between customer and consumer so seriously? And what can they do practically to put the consumer at the heart of their retail banking offer? CHANGE IS CONSTANT. CHANGE IS INESCAPABLE. CHANGE IS HERE AND NOW. The single biggest demand-side change is this: bank customers are already consumers. They continue to raise their expectations, as they are exposed to a range of consumer experiences in a variety of sectors. Capco research 2 confirms bank customers want more choice and convenience. They no longer view banks as the only places they can safely put savings and manage finances and loans. Traditional banking propositions are increasingly seen as a hygiene factor only. Back office attributes of proven process and security are not enough - on their own - to create competitive front office differentiators. Simply being a bank was once enough to avoid offering anything more than a secure transactional environment. What happened? In no other industry would it be surprising that customers consumers need to be at the heart of a loyalty-building ecosystem. One that constantly reviews the most effective models for encouraging and rewarding repeat purchases. Now, banks can no longer function outside such an ecosystem. Alone, the existence of their basic services is not enough to exempt them from the laws of consumer physics: recognition + regular rewards = positive differentiation + consumer uptake + loyal purchase habit.

5 Consumer Banking 5 FIVE FUNDAMENTAL FORCES THAT CHANGED THE RETAIL BANKING WORLD 1. Lack of Trust. Many banking brands (even some of the world s most established) have been mistrusted since the 2008 crisis. For many customers, lack of trust has triggered willingness to consider non-traditional alternatives. 2. Lowering the Bar to Competitor Entry. From being near impossible to launch a challenger bank, it has become realistic for competitors to enter the UK retail banking industry. Regulatory encouragement of competition, coupled with technology advances, means a bank from scratch is no longer fantasy. 3. The Rise of Customer Choice. Our research underlines that customers want more choice and personal recognition from financial products. They are increasingly used to banking and spending within financial ecosystems that reward with far more than an interest rate on a balance, or a credit facility. 4. Loss of Interest. Low interest rates put savings customers off. They are increasingly aware of the alternatives. And alternatives mean incentives. Who, after comparing interestrate-only savings products to an account that gives them, say, hotel points is going to choose the bare minimum? 5. The Call Of Convenience. Consumers are demanding ever greater levels of convenience. They want to manage life s tasks simultaneously; for example doing their shopping and their banking in the same place at the same time. In the face of these five fundamental forces, what are the most important practical routes for financial services providers who want to create true consumer-centric banking? We have identified three key pathways: Learning from the Best, Expanding the Ecosystem, and Going it Alone. LEARNING FROM THE BEST In a recent survey of the top 120 most trusted brands in the U.S. not one bank was identified. Hotels, however, made up 28% of the list and the travel industry - 11%. Hospitality and travel have much to teach banking about the delivery of a trusted consumer experience. Market leaders in air travel commit cultural focus and deep resources to excellent and wide-ranging staff training. The idea of picking the job up as you go would be totally alien to them (contrast this approach with the learning in the front line still prevalent in many bank branches). Can the soft skills of other service industries really translate into enhanced consumer experience in the more complex world of banking? Yes. Capco recently increased one retail bank s Net Promoter Score 3 by 35 points, simply by advising them to implement best practice from a leading hotel group. Customers started to be welcomed personally at the door, their coats were taken, they were offered a hot drink and introduced to the branch manager who took them to their appointment. Little touches that add up to a transformational impact on the retail banking experience. EXPANDING THE ECOSYSTEM Partnering with traditionally non-financial service brands can enable banks to expand their distribution network while offering customers the choice and convenience they want. Leveraging trusted brands and their existing customer base can help in countering the threat from new and non-traditional market entrants. Banks can potentially reach more customers by positioning the trusted brand as the face of the product and proposition, while they concentrate on providing the core banking capability that sits behind it. In this white-labelling scenario, both the bank and the non-banking partner do what they do best. GOING IT ALONE A third option is to compete directly with the established players. While completely new brands might find it takes longer to gain momentum and attract new customers, well-established nonbanking brands may not experience any such delays. The challenges are not inconsiderable. But they are certainly not insurmountable. Capco have recently helped successfully launch two challenger banks in the UK. We outline our practical model for building a bank in ten steps in our paper Build your own Bank.

6 6 Consumer Banking CONCLUSION Bank customers are transforming (arguably, they already have transformed) into financial services consumers. Such deep change presents both the challenge and the opportunity to reshape the banking proposition. This can be achieved by learning from other industries and by partnering with non-banking brands to diversify distribution while expanding the ecosystem. Is there a do-nothing setting? No. If banks fail to acknowledge and then adapt to evolving consumer attitudes, change will continue regardless. BUT the form it takes will be far less favourable to today s established players. More and more challenger banks, together with non-traditional market entrants, will disrupt the fundamental concepts of banking as bankers define it today. Tomorrow, the challengers will draw customers away to new propositions and new, more rewarding ways of managing their finances. For the future to include today s banks, they will need to embrace the many changes in recognition, reward, product relevance and personal service styles that customer research shows are necessary. Bottom line, they will need to put the consumer at the heart of consumer banking. 1 The FIS Consumer Banking PACE Index tracks how financial institutions are performing against customer expectations in nine countries: the United States, United Kingdom, Brazil, Canada, France, Germany, India, Netherlands and Thailand, using data compiled from more than 9,000 banking consumers. Commissioned by FIS, the study was conducted by TNS, one of the world s largest independent research agencies. 2 Survey conducted from November 2014 to January Demographic: banking services customers aged 25 to 55 attending Capco-facilitated interviews and focus groups. 3 A widely accepted measure that indicates how likely a customer is to recommend a bank to their friends and family on a scale of -100 to +100.

7 Consumer Banking 7 ABOUT THE AUTHOR Dan Jones is a Managing Principal at Capco, specialising in retail and digital banking. He is passionate about disrupting financial services for the benefit of the consumer. ABOUT CAPCO Capco an FIS TM company is a global business and technology consultancy dedicated solely to the financial services industry. We work in this sector only. We recognize and understand the opportunities and the challenges our clients face. We apply focus, insight and determination to consulting, technology and transformation. We overcome complexity. We remove obstacles. We help our clients realize their potential for increasing success. The value we create, the insights we contribute and the skills of our people mean we are more than consultants. We are a true participant in the industry. Together with our clients we are forming the future of finance. We serve our clients from offices in leading financial centers across North America, Europe, Africa and Asia. WORLDWIDE OFFICES Amsterdam Antwerp Bangalore Bratislava Charlotte Chicago Düsseldorf Edinburgh Frankfurt Geneva Hong Kong Johannesburg Kuala Lumpur London New York Orlando Paris Richmond San Francisco Singapore Toronto Vienna Washington DC Zürich To learn more, contact us in the UK on , in Continental Europe on , in North America on or visit our website at CAPCO.COM 2015 The Capital Markets Company NV. All rights reserved. T EU

8 8 Consumer Banking

and digitally relevant Ideation Funnelling Agile Development Factory Product Launch digital speed

and digitally relevant Ideation Funnelling Agile Development Factory Product Launch digital speed Digisourcing 3 Each offer is a practical package of expertise, technology, market insights and creativity. Its specific purpose is to address directly and measurably a key current or emerging issue faced

More information

4 Prepaid accounts FIGURE 1 UNBANKED ADULT POPULATION WORLDWIDE AS A PERCENTAGE OF TOTAL POPULATION 2

4 Prepaid accounts FIGURE 1 UNBANKED ADULT POPULATION WORLDWIDE AS A PERCENTAGE OF TOTAL POPULATION 2 Prepaid accounts 3 Developing attractive prepaid account provision is nothing less than a chance to start again in retail banking for established financial services brands. And with a market estimated

More information

Forex online trading is a dynamic industry where flexibility, agility and innovation are of key importance to success. This was highlighted in

Forex online trading is a dynamic industry where flexibility, agility and innovation are of key importance to success. This was highlighted in Forex online trading is a dynamic industry where flexibility, agility and innovation are of key importance to success. This was highlighted in January 2015 when the Swiss National Bank decided unexpectedly

More information

CAPABILITIES FOR WEALTH

CAPABILITIES FOR WEALTH 1 CLIENT Client Onboarding ONBOARDING Capabilities for Wealth CAPABILITIES FOR WEALTH Introduction A successful, efficient onboarding experience is paramount to building a strong foundation for the client

More information

INVESTMENT BANKING OPERATIONS MI PLATFORM

INVESTMENT BANKING OPERATIONS MI PLATFORM INVESTMENT BANKING OPERATIONS MI PLATFORM Investment Banking Operations MI Platform 2 Dependable Management Information (MI) is critical for timely and strategic decision making in investment banking operations.

More information

Why all the attention now

Why all the attention now 1 ACQUIRING Acquiring the millennial customer THE MILLENNIAL CUSTOMER Information available on Millennials can be pretty confusing. There are a lot of different research studies with some conflicting results.

More information

The Revised Fiduciary Standard adds significant force to the regulatory tsunami currently reshaping financial markets in the U.S. and abroad.

The Revised Fiduciary Standard adds significant force to the regulatory tsunami currently reshaping financial markets in the U.S. and abroad. 1 RETIREMENT Retirement DNA Modification DNA MODIFICATION Overview The Department of Labor s (DoL s) Revised Fiduciary Standard is poised to strike the core DNA of how investment firms and wealth managers

More information

FINTECH CORPORATE INNOVATION INDEX 2015

FINTECH CORPORATE INNOVATION INDEX 2015 FINTECH CORPORATE INNOVATION INDEX 2015 Page 01 FOREWORD Nicole Anderson CEO FINTECH CIRCLE INNOVATE The FinTech eco-system is shaping the future of financial services and it s about new entrants, new

More information

In addition, many mass affluent clients now expect the convenience of anytime anywhere access to account information and transaction

In addition, many mass affluent clients now expect the convenience of anytime anywhere access to account information and transaction Banks have been opening accounts for clients since they started trading. And yet particularly in wealth management - what was once a simple way to formally welcome a client has become complicated and often

More information

France A.T. Kearney Foreign Direct Investment Confidence Index (FDICI)

France A.T. Kearney Foreign Direct Investment Confidence Index (FDICI) France 20 A.T. Kearney Foreign Direct Investment Confidence Index (FDICI) 20 A.T. Kearney FDI Confidence Index 20 2 6 4 0 20 Rankings 20 2 4 0 6 20 24 20 2 4 6 0 20 24 2 US China Canada Germany UK Japan

More information

Global Real Estate Outlook

Global Real Estate Outlook Global Real Estate Outlook August 2014 The Hierarchy of Economic Performance, 2014-2015 China Indonesia India Poland South Korea Turkey Australia Mexico United Kingdom Sweden United States Canada South

More information

T&E. Where Business Travelers Spend Money

T&E. Where Business Travelers Spend Money T&E Where Business Travelers Spend Money Contents Introduction 3 Key Findings 4 Top Expensive Cities for Business Travel 5 International 5 U.S. 5 Top 10 Spend Categories 6 International 6 U.S. 7 Most Visited

More information

is no To fill the critical gap between strategy and execution plan and performance you must have the right people in the right jobs

is no To fill the critical gap between strategy and execution plan and performance you must have the right people in the right jobs Winning is no accident Proven assessments of performance and potential to improve organizational leadership at every level To fill the critical gap between strategy and execution plan and performance you

More information

Indian E-Retail Congress 2013

Indian E-Retail Congress 2013 The Retail Track The Omni Channel Retail Supply Chain Indian E-Retail Congress 2013 Subhendu Roy Principal Consumer Industries and Retail Practice 15 February, 2013 Disclaimer This document is exclusively

More information

10Steps to Optimize Retail Operations. A guide to enable, deliver and drive store value

10Steps to Optimize Retail Operations. A guide to enable, deliver and drive store value 10Steps to Optimize Retail Operations A guide to enable, deliver and drive store value Achieving Excellence in Retail Operations (AERO TM ) Enable store value Use customer and market insights to set strategic

More information

Perspectives from the future of car insurance distribution. The evidence: insurance customers are ready to move online, also in the Nordics

Perspectives from the future of car insurance distribution. The evidence: insurance customers are ready to move online, also in the Nordics Perspectives from the future of car insurance distribution. Compilation of articles. article 1 The evidence: insurance customers are ready to move online, also in the Nordics i) Sophisticated consumers

More information

PERFORMANCE MATTERS CONSUMER INSIGHTS FROM THE UNITED KINGDOM

PERFORMANCE MATTERS CONSUMER INSIGHTS FROM THE UNITED KINGDOM PERFORMANCE MATTERS CONSUMER INSIGHTS FROM THE UNITED KINGDOM In the new hyperconnected world, we no longer go online, we are online. The ubiquity of mobile devices, the increase in WiFi availability and

More information

PRESS RELEASE 3M 2015 results Ageas UK, 8 May 2015

PRESS RELEASE 3M 2015 results Ageas UK, 8 May 2015 PRESS RELEASE 3M 2015 results Ageas UK, 8 May 2015 Profitable first quarter for Ageas UK Executive Summary Increased year on year profit reflecting benign weather impact Net profit of GBP 12.0 million

More information

CAPCO THE IRRESISTIBLE RISE OF CORPORATE SOPHISTICATION

CAPCO THE IRRESISTIBLE RISE OF CORPORATE SOPHISTICATION CAPCO THE IRRESISTIBLE RISE OF CORPORATE SOPHISTICATION T H E I R R E S I S T I B L E R I S E O F C O R P O R A T E S O P H I S T I C A T I O N THE RISE OF CORPORATE SOPHISTICATION IN FINANCE. WHAT IS

More information

Driving greater loyalty in Europe. What consumers want and where brands are failing to deliver

Driving greater loyalty in Europe. What consumers want and where brands are failing to deliver Driving greater loyalty in Europe What consumers want and where brands are failing to deliver Research commissioned with consumers in France, Germany and Switzerland Executive summary Fast-changing technology,

More information

Table of Contents. About the Study 3. European Market 4. European Market Challenges 6. Case study: Belgium 7. Solutions 8.

Table of Contents. About the Study 3. European Market 4. European Market Challenges 6. Case study: Belgium 7. Solutions 8. European Florist Sector Report 2014 Table of Contents About the Study 3 European Market 4 European Market Challenges 6 Case study: Belgium 7 Solutions 8 Conclusion 9 2 ABOUT THE STUDY Florint, the International

More information

Emerging gtrends and Innovation in Payments

Emerging gtrends and Innovation in Payments Emerging gtrends and Innovation in Payments Introduction & Agenda Transaction Network Services is the strategic partner driving payments behind the Civica ICON solution Some headline facts about TNS: We

More information

FINDING BIG PROFITS IN THE AGE OF BIG DATA

FINDING BIG PROFITS IN THE AGE OF BIG DATA FINDING BIG PROFITS IN THE AGE OF BIG DATA UNLOCKING THE ENTERPRISE POTENTIAL OF BEHAVIORAL SEGMENTATION Alex Tavera Senior Loyalty Consulting Manager Behavioral Segmentation / 2 SEGMENTATION HAS EVOLVED

More information

FROM TRUST TO LOYALTY: A GLOBAL SURVEY OF WHAT INVESTORS WANT 2016

FROM TRUST TO LOYALTY: A GLOBAL SURVEY OF WHAT INVESTORS WANT 2016 FROM TRUST TO LOYALTY: A GLOBAL SURVEY OF WHAT INVESTORS WANT 2016 1 FROM TRUST TO LOYALTY: A GLOBAL SURVEY OF WHAT INVESTORS WANT The survey finds that trust levels among investors have risen since our

More information

at the pace of business Leadership development In-house programs available! The Leadership Express Series Ottawa, ON

at the pace of business Leadership development In-house programs available! The Leadership Express Series Ottawa, ON Africa Cape Town Johannesburg Pretoria Asia Bangkok Beijing Ho Chi Minh City Hong Kong Jakarta Kuala Lumpur Mumbai New Delhi Seoul Shanghai Shenzhen Singapore Tokyo Europe Amsterdam Athens Barcelona Berlin

More information

Understanding the links between employer branding and total reward

Understanding the links between employer branding and total reward 8 September 2010 Understanding the links between employer branding and total reward An overview of our research findings and the implications for reward Limited is authorised and regulated by the Financial

More information

Fund Guide. UK Equity Income Unconstrained Fund. October 2015

Fund Guide. UK Equity Income Unconstrained Fund. October 2015 Fund Guide UK Equity Income Unconstrained Fund October 2015 This document is for investment professionals only and should not be distributed to or relied upon by retail Usage statementclients. It is only

More information

Department stores in China merchandise direct sales

Department stores in China merchandise direct sales Department stores in China merchandise direct sales January 2013 I. Introduction In general, department store operators in China generate revenue primarily from commissions on concessionaire sales; other

More information

How to build pricing power and increase long term profitability in wholesale

How to build pricing power and increase long term profitability in wholesale How to build pricing power and increase long term profitability in wholesale A practical framework to assess pricing maturity and step-by-step capability improvement Arjen Brasz Robin Chu www.simon-kucher.com

More information

Opportunities for Action in Consumer Markets. To Spend or Not to Spend: A New Approach to Advertising and Promotions

Opportunities for Action in Consumer Markets. To Spend or Not to Spend: A New Approach to Advertising and Promotions Opportunities for Action in Consumer Markets To Spend or Not to Spend: A New Approach to Advertising and Promotions To Spend or Not to Spend: A New Approach to Advertising and Promotions Trying to outshout

More information

CUSTOMER ENGAGEMENT 2014. Rosetta Consulting s Customer Engagement Survey Part 1: The Marketer s Perspective

CUSTOMER ENGAGEMENT 2014. Rosetta Consulting s Customer Engagement Survey Part 1: The Marketer s Perspective CUSTOMER ENGAGEMENT 2014 Rosetta Consulting s Customer Engagement Survey Part 1: The Marketer s Perspective WELCOME TO THE EMPOWERED AGE Welcome to the first in a series of three white papers on Customer

More information

For TSYS And SpareBank 1, Norway Is PRIME Territory

For TSYS And SpareBank 1, Norway Is PRIME Territory For TSYS And SpareBank 1, Norway Is PRIME Territory Hi, this is David Evans from Market Platform Dynamics. I have the honor to be talking today to John Goodale, who s the Senior Director for Business Expansion

More information

Aberdeen University: Back on campus event

Aberdeen University: Back on campus event Asset Management: a rewarding and exciting career choice 5 November 2014 Alex Barr (MA, Economics and Accountancy, 1992) For investment professional use only Not for public distribution Agenda Asset Management

More information

RETAIL LOYALTY AND THE CONSUMER

RETAIL LOYALTY AND THE CONSUMER WHITE PAPER CONLUMINO RETAIL LOYALTY AND THE CONSUMER VERSION 1.0 AUGUST 2013 WBW: Workwear June 2013 2013 Conlumino 1 RETAIL LOYALTY AND THE CONSUMER SAS UK & Ireland,, Wittington House, Henley Road,

More information

BABTA. Hotel Industry Trends and Hot Topics. August 20, Advito

BABTA. Hotel Industry Trends and Hot Topics. August 20, Advito August 20, 2015 BABTA Hotel Industry Trends and Hot Topics Industry trends & forecasts 2 2016 Industry Forecast Hotel North America +4% to 6% Europe +1% to 3% Latin America +4% to 6% Middle East -1% to

More information

of business Leadership development at the pace The Leadership Express Series Calgary, AB

of business Leadership development at the pace The Leadership Express Series Calgary, AB at the pace Leadership development of business The Leadership Express Series Calgary, AB Join other successful and like-minded leaders committed to becoming their absolute best. Learn powerful ways to

More information

Corporate funding monitor 2015

Corporate funding monitor 2015 Corporate funding monitor 2015 The changing face of finance February 2015 2 Corporate funding monitor 2015 A global reaction to a global crisis Global corporate funding by source (USDtn) USD4tn USD3tn

More information

GfK 2016 Tech Trends 2016

GfK 2016 Tech Trends 2016 1 Contents 1 2 3 Evolving behavior today s connected consumers Driving you forward 10 tech trends for 2016 Growth from knowledge turning research into smart business decisions 2 Evolving behavior today

More information

Options and Opportunities

Options and Opportunities Options and Opportunities Forging Lasting Banking Relationships with Millennials 1 www.fico.com Options and Opportunities Forging Lasting Banking Relationships with Millennials TABLE OF CONTENTS SUMMING

More information

How to Measure a Loyalty Programme s Return on Investment. Managing information and transactions securely

How to Measure a Loyalty Programme s Return on Investment. Managing information and transactions securely How to Measure a Loyalty Programme s Return on Investment Managing information and transactions securely Introduction Successful programmes have longevity because the overall benefits clearly justify the

More information

Supplemental Information First Quarter 2011 Earnings Call

Supplemental Information First Quarter 2011 Earnings Call Supplemental Information First Quarter 2011 Earnings Call Market & Financial Overview s Q1 2010 Q1 2011 growth slowing growth accelerating falling bottoming out Shanghai Washington DC London, Hong Kong

More information

Wealth Management Transformation. Creating a strategy and business target operating model for the global marketplace

Wealth Management Transformation. Creating a strategy and business target operating model for the global marketplace Wealth Management Transformation Creating a strategy and business target operating model for the global marketplace Wealth Management Transformation Creating a strategy and business target operating model

More information

PAYMENTS AND HOSPITALITY. globalpaymentsinc.co.uk

PAYMENTS AND HOSPITALITY. globalpaymentsinc.co.uk PAYMENTS AND HOSPITALITY globalpaymentsinc.co.uk Page 2 3 FOREWORD The payments industry is changing like never before. A number of mega trends are combining to create a perfect storm which, as a consequence,

More information

Bank of America Merrill Lynch Banking & Financial Services Conference

Bank of America Merrill Lynch Banking & Financial Services Conference Bank of America Merrill Lynch Banking & Financial Services Conference Manuel Medina Mora Chairman of the Global Consumer Banking Council November 17, 2010 Consumer Banking in Citicorp Agenda Our Business

More information

The Data Center of the Future: Creating New Jobs in Europe

The Data Center of the Future: Creating New Jobs in Europe The Data Center of the Future: Creating New Jobs in Europe New data centers will create hundreds of thousands of new jobs for Europe by 2020. But there is work to be done to capture this opportunity fully.

More information

The Value of Financial Planning

The Value of Financial Planning The Value of Financial Planning FPSB s Global Consumer Survey Danel Kuhlmann Financial Planning Standards Board Marketing & Communications Director 1 Copyright 2015 Financial Planning Standards Board Who

More information

GLOBAL B2C E-COMMERCE DELIVERY 2015

GLOBAL B2C E-COMMERCE DELIVERY 2015 PUBLICATION DATE: OCTOBER 2015 PAGE 2 GENERAL INFORMATION I PAGE 3 KEY FINDINGS I PAGE 4-8 TABLE OF CONTENTS I PAGE 9 REPORT-SPECIFIC SAMPLE CHARTS I PAGE 10 METHODOLOGY I PAGE 11RELATED REPORTS I PAGE

More information

Supplemental Information Fourth Quarter 2010 Earnings Call

Supplemental Information Fourth Quarter 2010 Earnings Call Supplemental Information Fourth Quarter 2010 Earnings Call Market & Financial Overview Capital Values Q4 2009 Q4 2010 London Shanghai Beijing, Hong Kong Moscow Washington DC New York, Paris, San Francisco

More information

28% feel the experience they are offered on a smartphone device is much worse than that on a desktop

28% feel the experience they are offered on a smartphone device is much worse than that on a desktop experiences consumers face when purchasing products and services through a smartphone 28% feel the experience they are offered on a smartphone device is much worse than that on a desktop Results from 2014

More information

RISK BASED INTERNAL AUDIT

RISK BASED INTERNAL AUDIT RISK BASED INTERNAL AUDIT COURSE OBJECTIVE The objective of this course is to clarify the principles of Internal Audit along with the Audit process and arm internal auditors with a good knowledge of risk

More information

AA BOND CO LIMITED. (a public limited company incorporated in Jersey with registered no ) (the "Issuer")

AA BOND CO LIMITED. (a public limited company incorporated in Jersey with registered no ) (the Issuer) AA BOND CO LIMITED (a public limited company incorporated in Jersey with registered no. 112992) (the "Issuer") NOTE: THIS NOTICE CONTAINS IMPORTANT INFORMATION THAT IS OF INTEREST TO THE LEGAL AND BENEFICIAL

More information

An invitation to grow with us. Why join Grant Thornton?

An invitation to grow with us. Why join Grant Thornton? An invitation to grow with us Why join Grant Thornton? Contents 3 Choosing a new employer can be a tough decision 4 Compelling reasons to join us 6 Fast facts About us Grant Thornton New Zealand Ltd is

More information

Vision Critical Transforms Marketing Research Methods in Japan

Vision Critical Transforms Marketing Research Methods in Japan JAPAN EXTERNAL TRADE ORGANIZATION Past JETRO Client Vision Critical Transforms Marketing Research Methods in Japan Insight Communities Bring Brands Closer to Their Customers Than Ever Before Interview

More information

Introduction. ¹The rise of the digital bank, McKinsey & Company, (July 2014)

Introduction. ¹The rise of the digital bank, McKinsey & Company, (July 2014) Content Introduction 4 Delivering Data-Driven Unique Experiences 6 Peer Validation and Reassurance 8 Localized Targeting 10 Form Optimization 12 Identification of Visitors with High Lifetime Value 14 Omnichannel

More information

THINK Global: Risk and return

THINK Global: Risk and return Changing context of real estate returns in a globalised world Data generating art This document is solely for the use of professionals and is not for general public distribution. Using data from Fig.1

More information

5 REASONS WHY SIZE ISN T FIT

5 REASONS WHY SIZE ISN T FIT December 2016 5 REASONS WHY SIZE ISN T FIT (AND) HOW TO BUILD SHOPPER CONFIDENCE EXECUTIVE SUMMARY CONSUMERS INCREASINGLY WANT THE RIGHT FIT, FIRST TIME, EVERY TIME. A RECENT FITS ME SURVEY INTO SIZE DISPARITY

More information

The Power of Protection. Confidence in the future. Global Report

The Power of Protection. Confidence in the future. Global Report The Power of Protection Confidence in the future Global Report 2 The Power of Protection Confidence in the future Contents 4 Foreword 6 Key findings 8 A positive outlook 10 Planning for the future 14 Sufficiently

More information

Employer Perspectives on Social Networking: Global Key Findings

Employer Perspectives on Social Networking: Global Key Findings Employer Perspectives on Social Networking: Global Key Findings people technology A Manpower Survey Social Networking: Managing the Next Workplace Transformation A new generation, steeped in the rules

More information

Concept report: The Australian Personal Loans Market - Targeting the high value personal loan customer

Concept report: The Australian Personal Loans Market - Targeting the high value personal loan customer Concept report: The Australian Personal Loans Market - Targeting the high value personal loan customer www.rfintelligence.com About RFi Group RFi Group is a global intelligence and media provider focusing

More information

Helping Homebase build stronger customer relationships

Helping Homebase build stronger customer relationships Helping Homebase build stronger customer relationships How Aimia ensured a seamless transition from a legacy loyalty programme to Nectar By Jan-Pieter Lips, Managing Director, Nectar UK 1 / Building Stronger

More information

Omni-Channel Banking Customer Experience: Forget What You Thought You Knew about Channels

Omni-Channel Banking Customer Experience: Forget What You Thought You Knew about Channels A Point of View Omni-Channel Banking Customer Experience: Forget What You Thought You Knew about Channels In social media, customers discuss their experience across ALL your interaction channels, which

More information

Melanie Stack President & GM EMEA at Yankee Candle Inc

Melanie Stack President & GM EMEA at Yankee Candle Inc Melanie Stack President & GM EMEA at Yankee Candle Inc For almost three decades Melanie Stack has presided over, and grown, some of the world s best loved brands including Barbie, Radox, Monopoly and Weight

More information

Strategic Operating Environment Scan On the Minds of Business Leaders: Expectations for the Next 12 Months

Strategic Operating Environment Scan On the Minds of Business Leaders: Expectations for the Next 12 Months Strategic Operating Environment Scan 04 On the Minds of Business Leaders: Expectations for the Next Months On the Minds of Business Leaders: Expectations for the Next Months Beginning this year, A.T. Kearney

More information

AXA Global Graduate Program 2016

AXA Global Graduate Program 2016 Cynthia AXA Graduate AXA Global Graduate Program 2016 www.axa.com/graduates Contents Welcome 02 Who we are 03 Our Global Graduate Program 04 What graduates mean to our business 05 Meet Gabriel 06 Where

More information

Q Manpower. Employment Outlook Survey Global. A Manpower Research Report

Q Manpower. Employment Outlook Survey Global. A Manpower Research Report Manpower Q 6 Employment Outlook Survey Global A Manpower Research Report Manpower Employment Outlook Survey Global Contents Q/6 Global Employment Outlook International Comparisons Americas International

More information

CUSTOMER LOYALTY. The One Number Golf Clubs Need to Grow. The One Number Golf Clubs Need to Grow 1. Community. Community

CUSTOMER LOYALTY. The One Number Golf Clubs Need to Grow. The One Number Golf Clubs Need to Grow 1. Community. Community CUSTOMER LOYALTY The One Number Golf Clubs Need to Grow Community The One Number Golf Clubs Need to Grow 1 Why bother with Net Promoter Score? the importance of cultivating loyal customers. Every golf

More information

Predictive Metrics for B2B Trade Credit

Predictive Metrics for B2B Trade Credit AvantGard Receivables Predictive Metrics for B2B Trade Credit Managing credit and collections cost-effectively is critical, especially in today s economic climate. Companies are dealing with resource constraints

More information

BARING ASSET MANAGEMENT CORPORATE BROCHURE

BARING ASSET MANAGEMENT CORPORATE BROCHURE BARING ASSET MANAGEMENT CORPORATE BROCHURE San Francisco Toronto Boston London Paris Frankfurt Geneva Dubai Hong Kong Seoul Tokyo Taipei Kaohsiung 250 YEARS OF OPEN MINDS AND UNCOMMON PERSPECTIVES. The

More information

Define your goals, we ll do the rest

Define your goals, we ll do the rest SUB-FUNDS OF GOLDMAN SACHS FUNDS, SICAV Define your goals, we ll do the rest The GS Wealthbuilder Multi-Asset Portfolios can help you achieve your goals, whether you are looking to preserve, enhance or

More information

FACT SHEET. Asia Pacific AUSTRALIA (Sydney) - INDIA (New Delhi) - JAPAN (Tokyo) - SINGAPORE

FACT SHEET. Asia Pacific AUSTRALIA (Sydney) - INDIA (New Delhi) - JAPAN (Tokyo) - SINGAPORE Corporate Name DOCOMO Digital FACT SHEET Management Foundation 2009 Locations Employees 1,000 Hiroyuki Sato, CEO Corporate Headquarters London, United Kingdom DOCOMO Digital s staff serves clients around

More information

Human Resources Specialty Practice. www.stantonchase.com

Human Resources Specialty Practice. www.stantonchase.com Human Resources Specialty Practice www.stantonchase.com Established in 1990, Stanton Chase has grown to be ranked among the leading global executive search firms as rated by all major industry market research

More information

Baring Asset Management A unique investment perspective

Baring Asset Management A unique investment perspective Baring Asset Management A unique investment perspective Delivering excellence Baring Asset Management is one of only a handful of asset managers that has truly global reach. We operate from 10 countries

More information

Deutsche Bank Global Transaction Banking DIRECT SECURITIES SERVICES. Securities Services. Middle East North Africa

Deutsche Bank Global Transaction Banking DIRECT SECURITIES SERVICES. Securities Services. Middle East North Africa Deutsche Bank Global Transaction Banking DIRECT SECURITIES SERVICES Securities Services Middle East North Africa Finding the right custodian with a long-term commitment to supporting its clients business

More information

Ambit Asset/ Ambit BancWare Focus ALM

Ambit Asset/ Ambit BancWare Focus ALM Ambit Asset/ Liability Management Ambit BancWare Focus ALM Better information and analysis means better decisions. Managing the risk on the balance sheet today requires diligence and flexible, scalable

More information

Freight Forwarders: Thinking Outside the Box

Freight Forwarders: Thinking Outside the Box Freight Forwarders: Thinking Outside the Box Given its size, profitability, and expected growth rates, freight forwarding is among the most attractive segments in the North American transportation services

More information

Great customer expectations

Great customer expectations Great customer expectations Joining the dots between loyalty and customer experience Introduction Ever since we ve had goods to exchange, we ve needed financial services to store our assets and offer loans.

More information

Jersey: for Trusts. Jersey s finance industry provides the highest standards of administration for trust structure

Jersey: for Trusts. Jersey s finance industry provides the highest standards of administration for trust structure Jersey: for Trusts Jersey s finance industry provides the highest standards of administration for trust structure Jersey for Trusts Jersey A leading international financial centre Jersey is a leading international

More information

Deloitte Millennial Innovation survey

Deloitte Millennial Innovation survey Deloitte Millennial Innovation survey S U M M A R Y O F G L O B A L F I N D I N G S 19 th December 2012 1 Research Approach WHO? Millennials born January 1982 onwards Degree educated In full-time employment

More information

High service levels Bespoke / personalised offering Exclusivity everybody

High service levels Bespoke / personalised offering Exclusivity everybody Private banking 3 4 Private banking To some, private banks present the epitome of exclusive, even excluding. Wood panelling rather than ipads is the perceived style. It is true that many of these institutions

More information

Reimagining Quality Assurance for the Digital Enterprise

Reimagining Quality Assurance for the Digital Enterprise www.wipro.com M ER LO MER LO Reimagining Quality Assurance for the Digital Enterprise Ramesh Pai Practice Head, Digital Assurance practice Consumerization and digital adoption are leading to polarization

More information

AMBIT BASEL II. Ambit BancWare Capital Manager

AMBIT BASEL II. Ambit BancWare Capital Manager AMBIT BASEL II Ambit BancWare Capital Manager AMBIT BANCWARE CAPITAL MANAGER COMPLIANCE WITH THE BASEL II ACCORD MEANS BEING ABLE TO IDENTIFY, GENERATE, TRACK AND REPORT ON RISK-RELATED DATA IN AN INTEGRATED

More information

CUSTOMER STRATEGY DRIVING SUSTAINABLE GROWTH THROUGH A CUSTOMER CENTRIC APPROACH

CUSTOMER STRATEGY DRIVING SUSTAINABLE GROWTH THROUGH A CUSTOMER CENTRIC APPROACH CUSTOMER STRATEGY DRIVING SUSTAINABLE GROWTH THROUGH A CUSTOMER CENTRIC APPROACH 1 Customer Strategy CUSTOMER STRATEGY With more connected global marketplaces, shortened product and service innovation

More information

The SaaS Marketing Formula

The SaaS Marketing Formula The SaaS Marketing Formula How to make your SaaS business take off By Heather Baker In this book you will learn 1. How SaaS marketing differs from traditional B2B technology marketing 2. How to implement

More information

Accenture Technology Vision for Revenue Agencies: Five trends shaping the future

Accenture Technology Vision for Revenue Agencies: Five trends shaping the future Accenture Technology Vision 2015 Delivering Public Service for the Future Accenture Technology Vision for Revenue Agencies: Five trends shaping the future UNIV ERSIT Y #techvision2015 INTRODUCTION Becoming

More information

The State of Employer Branding. A global report on the hottest topic in talent acquisition

The State of Employer Branding. A global report on the hottest topic in talent acquisition The State of Employer Branding A global report on the hottest topic in talent acquisition Contents Introduction & Big Picture Findings 03 Executive Summary 05 Global Results 10 Conclusion 21 Appendix I:

More information

Loyalty Insights. Assessing Your Net Promoter System. By Rob Markey and Aaron Cheris

Loyalty Insights. Assessing Your Net Promoter System. By Rob Markey and Aaron Cheris Loyalty Insights Assessing Your Net Promoter System By Rob Markey and Aaron Cheris Rob Markey is a partner and director in Bain & Company s New York office and leads the firm s Global Customer Strategy

More information

Security of IT system uses are prioritized as one of the most considerable issues, due to its importance and interconnectedness, to accomplish our

Security of IT system uses are prioritized as one of the most considerable issues, due to its importance and interconnectedness, to accomplish our Innovation & Growth: Finding the Right Balance Speech by Tongurai Limpiti IDC Financial Insights The 3 rd Thailand Financial Services Summit 2014: Driving Growth through Innovation October 9, 2014 Conrad

More information

global ENTERPRISE SURVEY REPORT 2011 asia-pacific

global ENTERPRISE SURVEY REPORT 2011 asia-pacific global ENTERPRISE SURVEY REPORT 2011 asia-pacific A UNIQUE AnnuAL insight into the competitiveness of ASIA-PAcific businesses And developments in GLOBALisAtion business with confidence icaew.com/smeresearch

More information

Accenture 2013 Global Consumer Pulse Survey. Global & U.S. Key Findings

Accenture 2013 Global Consumer Pulse Survey. Global & U.S. Key Findings Accenture Global Consumer Pulse Survey Global & U.S. Key Findings Contents Executive Summary Overview of the Switching Economy Key Findings Methodology and Survey Sample Copyright Accenture All rights

More information

Did you know that Amadeus Altéa manages on average. passengers every second?

Did you know that Amadeus Altéa manages on average. passengers every second? Did you know that Amadeus Altéa manages on average 22 passengers every second? 5 Customer service and customer satisfaction Customer support 24 hours a day, seven days a week +100 million travel fares

More information

2020 Foresight Report: Best Practices in Implementing Mobile Payments

2020 Foresight Report: Best Practices in Implementing Mobile Payments Brochure More information from http://www.researchandmarkets.com/reports/2704891/ 2020 Foresight Report: Best Practices in Implementing Mobile Payments Description: The report provides information and

More information

Fact sheet DTZ Fair Value Index TM methodology

Fact sheet DTZ Fair Value Index TM methodology Fact sheet DTZ Fair Value Index TM methodology DTZ Fair Value Index TM launched to measure investor opportunity in world s commercial property markets First ever forward-looking commercial property value

More information

The Future of Retirement

The Future of Retirement The Future of Retirement Generations and journeys Global The Future Report of Retirement Generations and journeys Foreword Approaches to finances Finances in retirement Practical steps Key findings Priorities

More information

2015 North America Consumer Digital Banking Survey for Lenders. Mortgage Lending Shaped by the Customer

2015 North America Consumer Digital Banking Survey for Lenders. Mortgage Lending Shaped by the Customer 2015 North America Consumer Digital Banking Survey for Lenders Mortgage Lending Shaped by the Customer Home mortgage lending in North America continues to be lucrative and highly competitive, even more

More information

in the Telecom Industry

in the Telecom Industry IBM GLOBAL Business Services in the Telecom Industry IBM Global CEO Study 2006 TELECOMMUNICATIONS INDUSTRY in the Telecom Industry The business model we choose will determine the success or failure of

More information

Driving Growth Through Client Referrals

Driving Growth Through Client Referrals Driving Growth Through Client Referrals Driving Growth Through Client Referrals 1 January, 2012 When it comes to growing your business, the single best source of insight is your clients. They know what

More information

An introduction to the Rothschild businesses

An introduction to the Rothschild businesses An introduction to the Rothschild businesses Introducing the Group The Rothschild Group is one of the world s largest independent financial advisory groups, employing approximately 2,800 people in 40 countries

More information

International Health Solutions. Worldwide Healthcare Plan

International Health Solutions. Worldwide Healthcare Plan Worldwide Healthcare Plan 37 subsidiaries Argentina, Austria, Bahamas, Belgium, Brazil, Canada, Chad, Chile, China, Congo, Czech Republic, France, French Polynesia, Germany, Greece, Hungary, India, Ireland,

More information

Food & Coffee Offers New Ideas to Drive Non Fuel Income

Food & Coffee Offers New Ideas to Drive Non Fuel Income RPS Energy is part of RPS Group, a FTSE 250 company with a turnover of $700m. RPS Energy is one of the world s leading suppliers of independent commercial advisory services, project management support,

More information

AVANTGARD RECEIVABLES. Predictive Metrics for Lease/Loan Portfolios

AVANTGARD RECEIVABLES. Predictive Metrics for Lease/Loan Portfolios AVANTGARD RECEIVABLES Predictive Metrics for Lease/Loan Portfolios PREDICTIVE METRICS FOR LEASE/LOAN PORTFOLIOS The competitive landscapes of leasing, banking and finance are littered with the casualties

More information