Customer Focused Products

Advice for Global Bank CEOs

(Part 7 of 20) 4:19

Strategic planning is back. With so much uncertainty, bank CEOs need to rethink where their institution adds value to customers, who those customers are today and who they might be in the future.

For additional information on scenario planning and global banking download our free video-enhanced eBook Global Banking 2020: Foresight & Insights.

Also posted in Banking: Future Growth Models, Scenario Planning, Video 7: Global Banking 2020: Using Scenario Planning to Guide Strategies |

Recommendations for CEOs of Global Banks

5:27 (Part 13 of 14)

Key considerations for bank CEOs include understanding more deeply their customers and the services they need, identifying growth opportunities and using technology to strengthen their firms’ ability to adapt nimbly to changing conditions.

Also posted in Banking: Future Growth Models, Emerging Markets, Governance, IT Investments, Lessons Learned from the Financial Crisis, Managing Regulations, Retail Banking, Risk Management, Video 5: SIFIs Rules Are Recasting Global Banking |

Analysis of the Global Retail Banking Survey: Part II

2:44 (Part 2 of 10)

Banks in developing markets benefit from a higher level of customer trust than those in established markets hit harder by the financial crisis. Some emerging economies, such as Kenya, offer examples of innovative approaches to winning customer loyalty and how this affects consumer behavior.

Also posted in Banking: Future Growth Models, Emerging Markets, Rebuilding Trust, Retail Banking, Video 4: Banking Takes a New Look at Innovation |

Customer-driven Innovation

3:49 (Part 3 of 10)

Restoring trust and managing consumer expectations will be a key factor in how banks approach technology investment and the development of new products. What kind of innovation can we expect as banks try to cultivate and deepen customer relationships?

Also posted in Innovation Revisited, Retail Banking, Video 4: Banking Takes a New Look at Innovation |

Know Your Customer

2:46 (Part 4 of 10)

The financial crisis has altered consumers’ risk tolerance. Banks will have to leverage IT investment and other processes to better understand customer needs and serve them better.

Also posted in Banking: Future Growth Models, Retail Banking, Video 4: Banking Takes a New Look at Innovation |

Transparency and Innovation

7:08 (Part 5 of 10)

Banks are experimenting with new ways to reach and keep customers. One key to success: Understanding when customers’ desire a technological solution versus a personal touch.

Also posted in Banking: Future Growth Models, Innovation Revisited, Retail Banking, Transparency, Video 4: Banking Takes a New Look at Innovation |

Financial Innovation

2:53 (Part 6 of 10)

Financial innovation is seen as having worsened the financial crisis. But there are many other instances where it has brought huge benefits to consumers and developing economies. How can banks align financial innovation with customer needs and expectations?

Also posted in Emerging Markets, Innovation Revisited, Retail Banking, Risk Management, Video 4: Banking Takes a New Look at Innovation |

Trust, Transparency, and Institutional Relationships

5:45 (Part 7 of 10)

Institutional clients as well as retail consumers now expect a much better understanding of the financial products that they’re buying.

Also posted in Banking: Future Growth Models, Innovation Revisited, Rebuilding Trust, Retail Banking, Transparency, Video 4: Banking Takes a New Look at Innovation |

Global Retail Banking Trends

2:47 (Part 8 of 10)

Innovations intended to make banks a more relevant and reliable resource for their customers are being successfully implemented in some markets. One example: real-time, online banking advice from a dedicated financial adviser.

Also posted in Banking: Future Growth Models, Innovation Revisited, Rebuilding Trust, Retail Banking, Transparency, Video 4: Banking Takes a New Look at Innovation |

Growth in Emerging Markets

2:37 (Part 9 of 10)

Some emerging markets have made greater economic progress than others. Understanding what role financial innovation has played in advancing prosperity in regions, such as Taiwan, could help spur growth in more slowly developing areas like Africa.

Also posted in Banking: Future Growth Models, Emerging Markets, Innovation Revisited, Retail Banking, Video 4: Banking Takes a New Look at Innovation |

Lessons from High-growth Emerging Markets

4:05 (Part 10 of 10)

While the role of trust has been crucial to the economic success of some emerging markets, particularly in Asia, a loss of trust has hurt banks in many developed countries. How can banks regain that trust?

Also posted in Banking: Future Growth Models, Emerging Markets, Innovation Revisited, Rebuilding Trust, Retail Banking, Video 4: Banking Takes a New Look at Innovation |

The Difference Between a Customer-driven and Bottom-line Approach

4:41 (Part 2 of 7)

What does it look like when banks want to become more customer-focused?

Also posted in Banking: Future Growth Models, Video 3: Putting Together the Global Banking Puzzle |

Global Banking Challenges – Emerging vs. Developed Markets

3:30 (Part 6 of 8)

There is a broad agreement that emerging markets will offer more opportunities than developed countries in the years immediately ahead. But which ones?

Also posted in Banking: Future Growth Models, Emerging Markets, Managing Regulations, Regulatory Arbitrage, Video 2: Regulatory and Growth Challenges Face Global Banks |

Models for Future Growth

3:35 (Part 7 of 11)

While it is difficult to get a clear picture of future growth models until the dust settles around all of the new regulation, a couple of things stand out: There will be a much sharper focus on customer needs, and investments in emerging markets, already underway, will climb significantly higher.

Also posted in Banking: Future Growth Models, Emerging Markets, Lessons Learned from the Financial Crisis, Video 1: Banking: The Road Ahead |

Lessons Learned from the Financial Crisis

3:02 (Part 11 of 11)

The jury may be out on whether the lessons of the last crisis have been fully absorbed, or whether it is just a matter of time before players return to taking on excessive risks in the hunt for yield. But in addition to looking backward to what went wrong in the past to gain insight, interested parties must also look forward: What is the next risk? And how should you prepare for it?

Also posted in Banking: Future Growth Models, Lessons Learned from the Financial Crisis, Video 1: Banking: The Road Ahead |

Banking: The Road Ahead

36:51 (Full video)

Global banks, following the financial crisis, face a level of uncertainty not seen in decades. Among the chief challenges are: massive re-regulation; strong downward pressure on profits; a demand for significant IT investments; and the need to innovate to build new growth models capable of tapping rapidly developing emerging markets.

In this video series, professionals from Wharton and Ernst & Young offer insight into these and related key issues.

Also posted in Banking: Future Growth Models, Emerging Markets, Innovation Revisited, IT Investments, Lessons Learned from the Financial Crisis, Managing Regulations, Rebuilding Trust, Regulatory Arbitrage, Risk Management, Video 1: Banking: The Road Ahead |