A glance into the future of banking and customer behavior from the perspective of customers, banks and technology

5. XCOM IT Forum 18.11.2010
(PresseBox) ( Willich, )
On November 18th, 2010, the XCOM AG invited to its fifth IT-“Future Forum”. The event took place within the premises of the biw – Bank für Investments und Wertpapiere AG in Willich. Twenty managers of the first and second management level of the financial industry came together to discuss the subject: “How much bank do we need in the future?”

During his opening presentation, Sven Gábor Jánszky, one of the most influential futurologists in Germany, took a glance into our everyday life of the year 2020. How will new technology change our life, especially the customer dialogue? Ten years ago, only a few of us owned a mobile phone. According to Jánszky, in ten years from now internet, radio, TV and telephone will be merged together and accompany us everywhere: Displays in the bathroom or corridor mirror, screen wall-papers, flexible monitors on clothing or updated fade-ins in eyeglasses. All of these devices will communicate together, analyze our behavior and afterwards submit appropriate individual suggestions.

According to Jánszky, the impact of this technology on the future behavior of bank customers cannot be underestimated. Thus, in the future the customer has more confidence in his mobile phone than in any bank advisor. On the product-level the trend shifts from flexible–individual to adaptive solutions. Products will not be sold as a requirement solution but as an instrument for expression of opinion or individual positioning. Acknowledgement will be an increasingly important factor in a world of social media and virtual communities.

Based on those theses, an intensive discussion followed, entirely in the tradition of the previous IT-Future Forums. Further impulses and theses from the perspective of customers, products and technology were made during the presentations of Christof Innig, Partner at Accenture GmbH, Thomas Balgheim, Managing Director of Cirquent GmbH and Matthias Albrecht, CEO of XCOM AG. In a very open and critical atmosphere, the participants committed to the urgent tasks and challenges of the industry and of individual institutions. The participants gained insight into the current problems of the banking industry: increasing regulatory adjustments, technical subjects such as mobile banking, social web and the general problem of loss of confidence due to the financial crisis. All this does not facilitate innovations and the dealing with new media, this was the uniform tenor of the panelists.

“It has been an open and honest exchange, valuable for every participant”, said Dr. Rainer Fuchs, Member of the Board of the XCOM AG.
Futurologist Jánszky strongly invited all participants: ”Take heart! It is worth it, because the highest return results from strong innovations!”
More about the theses and the discussion can be found in the special edition “Banking der Zukunft“ of the “Bankmagazin” in the January edition 2011.

The presentation slides (in German) can be obtained on request via kontakt@xcom.de.

In the following you will find a short overview:

Sven Gábor Jánszky:
Customer dialogue 2020 in banking
A glance into the world of customers of tomorrow

Christof Innig, Accenture GmbH:
Future customer expectations as a result of the financial crisis
The necessary come-back of banks to the trust agenda

Thomas Balgheim, Cirquent GmbH:
Personal – also possible online?
Future distribution channels and product strategies within the alternation of generations

Matthias Albrecht, XCOM AG:
… and how much bank can we get?
Security and flexibility for all channels. New challenges for the information technology.
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