Webinar Forrester’s Mobile Banking Functionality Benchmark: A European Perspective On Leaders, Laggards, And The Path To Progress Stephen Walker, Analyst Tushar Dani, Senior Consultant September 25, Call in at 10:55 a.m. Eastern time

© 2014 Forrester Research, Inc. Reproduction Prohibited2 Agenda › Forrester’s benchmarking methodology › How leaders set themselves apart and what holds the laggards back › Where should you go from here? › How can we help?

© 2014 Forrester Research, Inc. Reproduction Prohibited3 Agenda › Forrester’s benchmarking methodology › How leaders set themselves apart and what holds the laggards back › Where should you go from here? › How can we help?

© 2014 Forrester Research, Inc. Reproduction Prohibited4 Source: June 23, 2014, “2014 European Mobile Banking Functionality Benchmark” Forrester report We start by defining what your customers are trying to achieve

© 2014 Forrester Research, Inc. Reproduction Prohibited5 Many customers do much more than check their balance through mobile Base: 2,903 European online adults 16+ (online weekly or more) who are banking customers who use a mobile phone and 1,386 European online adults 16+ (online weekly or more) who are banking customers who use a tablet; Source: Forrester’s European Consumer Technographics ® Financial Services Survey 1, 2014 “Which devices have you used to do each of these banking activities in the past three months?” (Not all responses shown)

© 2014 Forrester Research, Inc. Reproduction Prohibited6 Our specific criteria and weightings are based on four principles › What matters to customers today › What will matter more in the coming years › Forrester’s published research › Interviews with practitioners

© 2014 Forrester Research, Inc. Reproduction Prohibited7 Note: Mobile app assessments were conducted between May 1 and May 19, Source: June 23, 2014, “2014 European Mobile Banking Functionality Benchmark” Forrester report Each bank gets an overall score out of 100, which determines its ranking

© 2014 Forrester Research, Inc. Reproduction Prohibited8 Each bank’s category score breakdowns reveal where digital teams can improve Source: June 23, 2014, “2014 European Mobile Banking Functionality Benchmark” Forrester report #1 #2 #3 #4 #5 #6 #7

© 2014 Forrester Research, Inc. Reproduction Prohibited9 Agenda › Forrester’s benchmarking methodology › How leaders set themselves apart and what holds the laggards back › Where should you go from here? › How can we help?

© 2014 Forrester Research, Inc. Reproduction Prohibited10 #1: Leaders support customers across a wide range of touchpoints SMS Mobile appTablet Mobile Web › 62% of customers expect a mobile-friendly website. › Forrester predicts tablet banking will outstrip mobile banking by as early as › 42% of customers expect a mobile app. Source: January 24, 2014, “Mobile Moments Transform Customer Experience” Forrester report › A sun set technology, but still important to some customers.

© 2014 Forrester Research, Inc. Reproduction Prohibited11 A number of banks are now exploring responsive web design (e.g., Sun Trust) Image source: April 4, 2013, “Case Study: SunTrust Reboots Its Digital Platform” Forrester report

© 2014 Forrester Research, Inc. Reproduction Prohibited12 Westpac has taken a hybrid approach by using responsive web design

© 2014 Forrester Research, Inc. Reproduction Prohibited13 BNP Paribas offers interactive money management displays built specifically for tablet devices

© 2014 Forrester Research, Inc. Reproduction Prohibited14 #2: Leaders offer convenient and safe login options (e.g., Barclays, Co-op bank, and NatWest’s five-digit PIN)

© 2014 Forrester Research, Inc. Reproduction Prohibited15 Nationwide offers its Quick Balance and Quick Save features pre-login

© 2014 Forrester Research, Inc. Reproduction Prohibited16 Swedbank lets customers “shake” their device to bypass login

© 2014 Forrester Research, Inc. Reproduction Prohibited17 Postbank uses contextual onboarding to promote new and existing features

© 2014 Forrester Research, Inc. Reproduction Prohibited18 La Caixa presents privacy and security policies in context to reassure customers

© 2014 Forrester Research, Inc. Reproduction Prohibited19 #3: Leaders make it easy to manage money e.g. all accounts on one page

© 2014 Forrester Research, Inc. Reproduction Prohibited20 CommBank in Australia lets customers see a consolidated balance on a single page

© 2014 Forrester Research, Inc. Reproduction Prohibited21 Postbank lets customers see how they’re performing against their budget at a glance

© 2014 Forrester Research, Inc. Reproduction Prohibited22 Garanti Bank shows customers how much money they have left (i.e., safe to spend)

© 2014 Forrester Research, Inc. Reproduction Prohibited23 Disruptors like Tink offer a simple money management optimized for mobile moments

© 2014 Forrester Research, Inc. Reproduction Prohibited24 Few banks are combining money management with offers and point-of- sale guidance like Meniga

© 2014 Forrester Research, Inc. Reproduction Prohibited25 #4: Leaders let customers move money quickly and easily (e.g., Société Générale’s P2P functionality) Import from your contact list. Enter a phone number.

© 2014 Forrester Research, Inc. Reproduction Prohibited26 NatWest’s Get Cash lets customers withdraw money without using their debit card

© 2014 Forrester Research, Inc. Reproduction Prohibited27 CommBank’s Kaching supports the widest range of different payment types that are now fully integrated

© 2014 Forrester Research, Inc. Reproduction Prohibited28 iGaranti stores all customers’ cards in a mobile wallet and enables mobile payments

© 2014 Forrester Research, Inc. Reproduction Prohibited29 #5: Leaders let customers self-serve for basic but important tasks (e.g., Bank Millennium’s lost card feature)

© 2014 Forrester Research, Inc. Reproduction Prohibited30 La Caixa offers helpful in-app alerts management Note: Only BNP Paribas, Société Générale, mBank, UniCredit, and Garanti Bank offer in-app notifications.

© 2014 Forrester Research, Inc. Reproduction Prohibited31 But there’s room for improvement across a range of service features Missing featureJustification Universal searchMore important with more content and functionality added to a small screen Notify the bank that you’re going abroad. Saves the customer time and from potential embarrassment and saves the bank from servicing costs Report possible fraud. Immediate resolution of a very sensitive issue Disable your card for certain transaction types or in certain places. Gives customers control and peace of mind

© 2014 Forrester Research, Inc. Reproduction Prohibited32 #6: Leaders enable seamless channel transitions from mobile Mobile device Branch or ATM Social media PhoneVideoChat

© 2014 Forrester Research, Inc. Reproduction Prohibited33 BMO lets customers schedule appointments entirely in-app

© 2014 Forrester Research, Inc. Reproduction Prohibited34 Chase in the US makes it easy to reach human help when researching complex products like mortgages

© 2014 Forrester Research, Inc. Reproduction Prohibited35 Bank Pekao in Poland lets customers get in touch with their advisor in-app

© 2014 Forrester Research, Inc. Reproduction Prohibited36 Source: August 8, 2014, “Best Practices In Mobile Financial Sales” Forrester report #7: Leaders support customers across the discover, explore, and buy phases of the customer life cycle in mobile

© 2014 Forrester Research, Inc. Reproduction Prohibited37 Commonwealth Bank of Australia provides a dedicated page of tailored offers

© 2014 Forrester Research, Inc. Reproduction Prohibited38 Garanti Bank presents contextual offers based on customer behavior

© 2014 Forrester Research, Inc. Reproduction Prohibited39 Santander offers a mortgage selector tool with embedded product comparisons in its mobile app

© 2014 Forrester Research, Inc. Reproduction Prohibited40 mBank lets customers open a savings deposit account with only two steps Further Validate New investment

© 2014 Forrester Research, Inc. Reproduction Prohibited41 Agenda › Forrester’s benchmarking methodology › How leaders set themselves apart and what holds the laggards back › Where should you go from here? › How can we help?

© 2014 Forrester Research, Inc. Reproduction Prohibited42 Prioritize functionality based on estimated impact and feasibility Estimated impact High EasyHard Estimated feasibility* Low Quick balance display Voice control POS decision support Remote check deposit Photo bill pay No Yes Maybe Cardless ATM withdrawal In-app chat Click-to- callback Branch appointment Iris recognition Balance shake XX X Add payees In-app search *Feasibility = cost, technical complexity, integration requirements, and time-to-launch

© 2014 Forrester Research, Inc. Reproduction Prohibited43 Adopt a disruptor’s mindset Focus on unmet customer needs. Experiment with new business models. Choose speed over perfection. Think like an ecosystems player. Disruptor’s mindset

© 2014 Forrester Research, Inc. Reproduction Prohibited44 Differentiate by focusing on convenience and context › The sum total of what your customer has told you and is experiencing at this moment of engagement. A customer’s context consists of her situation, preferences, and attitudes. Source: May 1, 2012, “The Future Of Mobile eBusiness Is Context” Forrester report

© 2014 Forrester Research, Inc. Reproduction Prohibited45 Agenda › Forrester’s benchmarking methodology › How leaders set themselves apart and what holds the laggards back › Where should you go from here? › How can we help?

© 2014 Forrester Research, Inc. Reproduction Prohibited46 › Research-based consulting delivered with speed, depth, and objectivity Forrester’s research-based consulting Primary research Vendor interactions Proprietary global data Client engagements › Expert consultants partner with analysts to apply our deep body of research, data-driven insights, and best practices to your specific business challenge.

© 2014 Forrester Research, Inc. Reproduction Prohibited47 Determining the path We set up our clients to succeed in mobile › The mobile mind shift is rewriting the rules for how companies need to engage their customers and support their employees. Structuring to win — defining the target Assessing your current mobile experience

© 2014 Forrester Research, Inc. Reproduction Prohibited48 Assessing your current mobile experience Mobile Mind Shift IndexFunctionality BenchmarkMaturity Assessment › How ready are your customers and employees to engage with your company on their mobile devices? › How equipped is your company to engage its customers or employees in their mobile moments? › Who are my competitors, and what are they doing?

© 2014 Forrester Research, Inc. Reproduction Prohibited49 Other ways we can help VisioningMaturity assessments Business cases Organizational design Vendor selection Strategic road maps

© 2014 Forrester Research, Inc. Reproduction Prohibited50 Related research › July 25, 2014, “2014 Australian Mobile Banking Functionality Benchmark” › July 17, 2014, “2014 Global Mobile Banking Functionality Benchmark” › June 23, 2014, “2014 European Mobile Banking Functionality Benchmark” › June 23, 2014, “2014 UK Mobile Banking Functionality Benchmark” › May 27, 2014, “2014 US Mobile Banking Functionality Benchmark” › May 27, 2014, “2014 Canadian Mobile Banking Functionality Benchmark”

Thank you Tushar Dani Stephen Walker

© 2013 Forrester Research, Inc. Reproduction Prohibited52 Forrester’s Forum For eBusiness & Channel Strategy Professionals MAP YOUR PATH TO DIGITAL MASTERY October 28-29, 2014 · Sheraton Chicago · Chicago, IL Use Promo Code “EBIZ14WEB” to save $100! Register before September 20 to save an additional $200. As an eBusiness professional, it’s your job to master dynamic new digital ecosystems of value in order to win, serve, and retain customers. At this Forum, Forrester will teach you how to create alignment and balance in your digital strategies — and in the process, transform both your operations and customer relationships. Forrester will help you: Discover new opportunities arising from your customers’ digital ecosystems. Build systems of engagement that leverage the new customer life cycle. Lead your organization in achieving digital mastery.