Riding the Mobile Banking Wave

Transcription

1 Riding the Mobile Banking Wave The Convergence of Telecommunications and Customer Centricity Joe Poehls Solution Architect, F5 Networks

2 Recap of the Drivers in Banking Reaching out to the underbanked New or growing middle class Generation Y coming of age M&A as well as super regional expansions You will be targeting a new set of customers Many of them will have grown up with the internet, and many use the internet primarily on mobile devices 2 F5 Networks, Inc.

3 How to Capture These Customers Attract and keep their business Customer Centricity Give them a feeling of security Governance, Risk, Compliance Make sure your service is always available Service Visibility and Optimizations (Dynamic Infrastructure) In short you need Agility, Security, Performance, in addition to Availability 3 F5 Networks, Inc.

4 Some brief real-world examples of this Social Media campaigns Partnerships between smaller financial institutions Branchless banking 4 F5 Networks, Inc.

5 The Two Sides of the Coin Improving Agility, Security, Performance, and Availability uses different approaches when doing it in the infrastructure vs in the application Differentiating your service while focusing on gaining and keeping customers lives primarily in the application domain 5 F5 Networks, Inc.

6 Customer Centricity with F5 We live in the infrastructure but are application aware You can use us to create a dynamic control plane for your applications 6 F5 Networks, Inc.

7 Customer Centricity, Step One Identify: Who the user is Presentation Core Systems SMS Feature Smart Loans Deposits Payments Credit Cards Where they are accessing from What type of device Data Management Databases/ Transaction Engine 7 F5 Networks, Inc.

8 Customer Centricity, Step Two Analyze customer data, then Build profile of user in your identity service Presentation SMS Feature Smart Obtain user profile information through tie-up with Service Provider Core Systems Loans Data Management Deposits Payments Credit Cards Databases/ Transaction Engine Financial Product Awareness Analytics, AKA Big Data Advertise new financial products 8 F5 Networks, Inc.

9 Customer Centricity, Step Three Analyze customer data, then Presentation Core Systems Loans SMS Feature Smart Deposits Payments Credit Cards Financial Advice Identify new services that you can offer Steer subset of customers to the new service Data Management Databases/ Transaction Engine Analytics, AKA Big Data 9 F5 Networks, Inc.

10 Governance, Risk, and Compliance Offering new services creates potential for more risk, which will need to be mitigated The unique features of mobile networks and devices will allow you to offer enhanced services around protecting users from risks Improving GRC services will help you keep customers trust and loyalty 10 F5 Networks, Inc.

11 Transaction Tracking and Fraud Prevention Presentation Log all transactions as they pass throughout system SMS Feature Smart Interface with real time monitoring systems Core Systems Loans Data Management Deposits Payments Credit Cards Databases/ Transaction Engine Identify suspicious accesses and block, log, or ignore 11 F5 Networks, Inc.

12 Service Availability and Optimization On the application side, service availability and optimization revolves around customer experience Do you have the environment in place to quickly identify performance bottlenecks? Do you have the ability to optimize the application to remove those bottlenecks? 12 F5 Networks, Inc.

13 Application Visibility and Optimization Optimize Network Optimize Network and Offload Front End Presentation Log latencies as transactions pass through system SMS Feature Smart Identify areas that are slow either in the network or in the application response Core Systems Loans Data Management Deposits Payments Credit Cards Databases/ Transaction Engine Optimize Network and Offload Core Systems/DB Apply optimizations to offload the network or the application 13 F5 Networks, Inc.

14 Summary Reach out and get new customers by offering new and innovative services Create a real-time monitoring environment to enable stronger governance and compliance Be aware of your application s performance across mobile and other forms of access and take advantage of F5 s ability to optimize the application layer 14 F5 Networks, Inc.

15 2012 F5 Networks, Inc. All rights reserved. F5, F5 Networks, the F5 logo, and IT agility. Your way., are trademarks of F5 Networks, Inc. in the U.S. and in certain other countries. Other F5 trademarks are identified at f5.com. Any other products, services, or company names referenced herein may be trademarks of their respective owners with no endorsement or affiliation, express or implied, claimed by F5.