Rebuilding Trust

How Can Banks Build Customer Trust in Mobile Banking?

3:04 (Part 15 of 18)

In emerging markets, security and reliability in the mobile banking system will help engender trust in customers. In the US, younger people and an increased number of products will lead the way.

Also posted in Mobile Banking, Video 6: The Future of Mobile Banking |

The Future of Mobile Banking

53:09 (Full Video)

Mobile banking is the next big thing in the retail banking industry, many observers say. Over the next five to 10 years, expect it to become as routine as using ATMs. But successful customer experiences will require large technology investments, tricky collaborations with competitors, and a clear “own-the-customer” strategy. Banks will also need to be open-minded — willing to learn marketing and security lessons drawn from trailblazing developing markets. But the rewards for banks could be great, too, given the extremely low transactions costs associated with mobile devices.

Also posted in Emerging Markets, Innovation Revisited, Mobile Banking, Security, Video 6: The Future of Mobile Banking |

Analysis of the Global Retail Banking Survey: Part I

1:57 (Part 1 of 10)

Ernst & Young’s recent survey on retail banking — “A New Era of Customer Expectation” — showed that retail banks in developed markets tend to be losing customer trust, while banks in emerging markets are gaining it. What are the implications for global institutions?

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

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, Customer Focused Products, Emerging Markets, Retail Banking, 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, Customer Focused Products, Innovation Revisited, 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, Customer Focused Products, Innovation Revisited, Retail Banking, Transparency, 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, Customer Focused Products, Emerging Markets, Innovation Revisited, Retail Banking, Video 4: Banking Takes a New Look at Innovation |

The Impact of Increased Regulatory Costs on Customers

6:49 (Part 3 of 8)

Banks will have little choice but to pass on the costs of re-regulation to consumers, at least over the short run.

Also posted in Managing Regulations, Retail Banking, Video 2: Regulatory and Growth Challenges Face Global Banks |

How Do Banks Rebuild Trust in Emerging and Developed Markets?

4:36 (Part 8 of 8)

For now the strategy will likely be to keep the image under the radar.

Also posted in Banking: Future Growth Models, Emerging Markets, Lessons Learned from the Financial Crisis, Transparency, Video 2: Regulatory and Growth Challenges Face Global Banks |

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, Customer Focused Products, Emerging Markets, Innovation Revisited, IT Investments, Lessons Learned from the Financial Crisis, Managing Regulations, Regulatory Arbitrage, Risk Management, Video 1: Banking: The Road Ahead |