9 key insights that should be incorporated into your digital strategy - Michael Weeding, Citibank

Michael Weeding is the Head of Digital Banking at Citibank. 9th Annual Innovators Conference – presentation day 2, March 8th @ the Palazzo Versace, Gold Coast, Australia.

Transcript

1. 9 Key Insights That Should Incorporated into Your Digital Strategy Michael Weeding Head of Digital Banking - Citibank
3. “Information about money has become almost as important as money itself” Walter Wriston – CEO Citicorp 1967 -1984
4. Smartphones 18.9M 106.7M 456% 0 54.8M <1M 140M 29,900% <100M 955M 901% Tablets Twitter Accounts Facebook Accounts
5. Banks now have the opportunity to deliver added value into people’s daily lives.
9. 1. Makes doing something that should be easy seem more complex.
12. 2. Banks must adapt to meet consumers everywhere.
15. HELP!!
16. Do you want to proceed with this transaction.
17. Source: (for both Media Consumption & Total Media Consumption) Nielsen “The Australian Online Consumer Report February 2012”(note: excludes cinema and outdoor advertising.); (for Media Spend) CEASA – Commercial Economic Advisory Service of Australia – as reported in Nielsen “The Australian Online Consumer Report February 2012” (note: excludes cinema, outdoor, and “other” advertising); (for Total Media Spend ) calculated using "IAB PWC Online Advertising Expenditure Report, Quarter Ended December 2011", IAB Australia (online spend total) and abovementioned CAESA media spend break-down. Citibank Ad Spend based on Nielsen Adex & Google Internal Data (12 months ending Dec 2011) Media Consumption Media Spend
18. 3. Content drives conversation.
19. Mapping the connection between something someone said and a piece of content. Source: Deb Roy
28. www.citibank.com.au/cookbook
29. 4. Consumer expectations are formed from engagements outside banking.
31. “Making things better means making things worse…for some people” Seth Godin
34. 5. Micro-engagements will define brand perception.
36. 6. Leverage a consumer’s emotional connection with their mobile phone to build trust.
37. Source: Lookout
38. Source: PWC Digital Tipping Point
44. 7. Maximise the first engagement.
46. 8. It is going to be all about customisation.
49. 9. You must manage your key internal stakeholders.
51. “Thank you” @michaelweeding www.michaelweeding.com