Presentation

for
VIVA
Nagesh Parab
WE TUBE
 I

MARKETING
 Learnings:
●
B2B E-Commerce is a type of transaction that exists between business,
conducted between companies.
●
Market Segmentation – 3 types : Buyer Oriented, Supplier Oriented &
Intermediary-Oriented E-Commerce.
B2B Business Development requires planning to be successful.
●

B2B E-Commerce - All activities through Internet.

●

●
E-PROCUREMENT- E-Commerce business model where a business creates a
digital market place which engage in sales transaction.
●
BUSINESS IN B2B - A business is an organisation or enterprising entity engaged
in commercial, industrial or professional activity.
FOR PROFIT OR NON-PROFIT ORG.
●

●
BUSINESS STRUCTRUE- 1. SOLE PROPRIETORSHIP, 2. PARTNERSHIP,
3.CORPORATION, 4. LIMITED LIABILITY COMPANY.
●
BUSINESS PLAN – It is a fundamental tool that any startup business needs to
have in place prior to begining its operations.
●
●
E-Commerce – It is a type of business model that enables a firm or individual
to conduct business over an electronic network typically Internet.
●

●
E-Commerce Warehouse - Huge business and it's an especially appleaing one
for small business owners who can't afford to rent a retail space.
●
Any business should be eco-friendly approach.
●
WEB CONTENT- Content is the KING on the WEB where there should be only
important content on display.
●

●
COMPANIES IN B2B - INTEL,SISCO,ADOBE,ORACLE ETC.
●

●
Selling Products or services between businesses through the Internet via an
online sales portal.
●
GREEN MARKETING (Mr. Ratheesh Nair)
●
It has to generate money & at the same time not to harm the environment or
society and sustains for a longer period.
●
GREEN MARKETING is an emerging marketing strategy that incorporates broad
range of act like – product modification, fare-trade practice, modified advertising,
packaging.
●
It refers to the process of selling products and/or services based on their
environmental benefits.
●
CHARACTERISTICS OF GREEN PRODUCTS : Originally grown, recycable,
reusable, bio-degradeable, products with natural ingredients, non-toxic chemical,
dont harm the environment or pollute it. It is ECO-FRIENDLY.
●
VARIOUS CHALLENGES : Need for standardization, new concept for customer,
patience & perseverance & avoiding green myopia (Short Sightedness).
●
BENEFITS – Long term growth, saves money.
●
3 SUSTAINABLE MARKET : Environment, Social & Economic.
●
ECO LABELLING - Identifier for environmently – friendly product.
●
SUSTAINABLE MARKETING - It is a process of creating, communicating &
delivering value to customer.
 GOLDEN RULES
KNOW YOUR CUSTOMER

EDUCATING THEM

BEING GENUINE & TRANSPARENT

REASSURE THE BUYER

CONSIDER YOUR PRICING

KEEPING CONSUMER EXPECTATION IN MIND

 II

TRAVEL & TOURISM

 LEARNINGS
Various Terminology related to tourisms :
●
CABOTAGE : It is the carriage of passengers & goods between 2 points of a
state's territory.
●
CONJUCTION TICKET - 2 or more tickets concurrently issued to passenger,
destination, direct flight.
●
ENDORSEMENT - Authority from a carrier to transfer a transportation
document to another carrier.
●
EXCHANGE VOUCHER - A document in exchange for which service whether
or not paid for in advance.
●
FLAT RATE - It is a price or rate that is not discounted in consideration of
frequency or volume.
●
FLIGHT COUPON- It is that part of an airline ticket that bears the notation
"GOOD FOR PASSAGE" and contains details of flight.
GUIDE - He is someone who is licensed to take the tourist on sightseeing.
●

MINIMUM CONNECTING TIME (MCT)

●

MISCELLANEOUS CHARGES ORDER (MCO).

●
 Cruise Industry
CRUISE CONSIST OF VARIETY OF FACILITIES :
Experience on cruise.
●

●
Ship classification (Luxury, Premium, Resort, Speciality, Traditional, On Board
Activities).
Shore Excusions : Getting put of the ship and do various activities.
●

It is a profit potential.
●

●
MARKET SEGMENTS- 6 Segments (Restless baby boomers, Enthusiastic baby
boomers, Luxury seekers, Consummate Shoppers, Explorers & Ship Buffs).
3 different economic feature – Inelasticity (Perishable), Heterogenity,
●

Complementary.
●
Various facilities offered – Dinning, Entertainment, Beauty & Therapy, Shopping,
Photography, Casinos, Celebrations.
●
Manage the hotel department, crew should serve at every level customer, role of
tipping, managing food and beverages, managing facilities, accomodation, health
safety & security , environment.
 MICE Tourism (Meeting, Incentive,
Conference & Executions)
Commuonly called "meetings industry"

●
Events-organized occasions such as meetings, conventions, exhibitions,
special events, gala dinners, unique blend of management, programming,
setting and people, different events-cultural, sporting & business.
●
Meetings bring people together in one place for the purpose of sharing
information and discussing and solving problem.
●
Board meetings, Management meetings, Shareholder with partners
●
Product launches, strategic planning
●
Mice business-people who attend mice activities, stimulation-getting new
ideas, networking, continung thier education, product update, spread new
information, strategic planning(brainstorming).
●
Factors involved - Incentive budget economy , buying power, political climate,
value, uniqueness of experience
●
Conventions - Gatherings of people with common objectives, organized to
exchange ideas, views and information of common interest to the group.
●
Exhibitions - Activities organized to show new products, service and information
to the people who have an interest in them, such as potential customers or
buyers . Public- show, fair, exposition, trade fair.
●
Key player – Clients(Association, Corporations, Event planners), Suppliers,
Airlines, Venues, Restuarants, Accomodations, Professional convention
organizers, Entertainment, Technical specilaist, Intermediaries.
●
Program - includes the flow of the performers, includes the schedule for all the
elements.
●
Program is the expectations of the audience, constraints of the venue, the
culture, the availability for elements.
Wrap -up.
●
 III

MEDIA & ADVERTISING

 LEARNINGS
Peer to Peer Learning - Social
Media In Marketing
Social media is online is online social integrated with technology, mixture of words,
●

pictures & audio.

●
4 major flatform in social media : Facebook, Linked, Twitter & You-Tube (2nd most
search engine after Google).
Involves social sharing of content, creating attractive content.
●

●
Social media goals - Increase customer base, generate leads, drive sales, build
awarness, make money, establish through leadership, educate customers, customer-
source part of your product developement & reach internal communication.
●
Social media strategy- 1. IDENTIFY your target audience, 2.CREATE A profile or
brand, 3.FIND The social media that is right for you, 4.PLAN A time frame,
5.INCLUDE Search engine optimization(seo), 6.DEVELOP a content strategy plan, 7.
MEASURE progress towards goals.
●
1. Identify your customers, 2. Screen name, 3.Write good and appropriate content.
4.Follow the schedule, 5. Focus on good phrase, 6. Useful & usable & transparent
with the product 7. Measure progress about the product after the campaign.
 Peer to Peer Learning - Branding
Brands are as good as living beings as they are born, named, dressed, nurtured with values,
identity, image and personality. It has name, term, sign, symbol, design or a combination of them.
Brand have elements to build brand equity - Memorability, Meaningfulness, Adaptability.
●

Brand elements are classified into 3 groups - Essence, Benefits & Attributes.
●

Brand benefits can be divided into 3 categories - Functional, Selfexpressive, Emotional.

●

●
Characteristics of good brands : 1. Simple, 2. Distinct logo, 3. Meaningful, 4. Verbalize the
product class, 5.Produce a mental image. 6. Emotional influence, 7. Complement the product, 8.
Possess the virtue of university, 9. Logo, shape & colours.
●
A correct brand valuation helps ensure the channelization of resources to where they will deliver
the greatest value to organization.
4 judgement: 1. Quality, 2. Credibility, 3. Consideration, 4. Superiority.
●

Brand loyality- The customer is committed to the brand with 4 patterns of behaviour.
●

●
Hard core loyal - They are ones who buy the brand all the time & Soft-core loyal-loyal to 2-3
brands.
Shifting loyal - Keep on moving from 1 brand to another.
●

●
Switchers - They are not loyal, they could either be deal prone (bargains) and vanity
prone(looking for something differenet).
 Mapping Brand Identity
●
Brand equity is a set of brand awareness, brand loyalty, perceived quality & brand
associations.
●
Brand identity is a unique set of brand associations that a brand owner wants to
create or maintain.
●
Characteristic – internal to organization, not actively communicated to the audience,
forms the basic of what needs to be actively communicated, brand identity goes far
beyond the product and its attributes.
●
Brand identity system - Brand as product, brand as organization, brand as person
& brand as symbol.
●
Brand as product - Scope, attributes, quality, uses, country of origin.
●
Brand as organization - Organizational attributes(innovation, customer service,
trust), local v/s global.
●
Brand as a person (personality, genuine, rugged, energetic) & relationship with
customers(friend /advisor).
●
Brand as a symbol-visual imagenery and metaphors, brand heritage.
 IV
HUMAN RESOURCES
 Absenting From Absenteeism
●
Absenteeism defines itself as the failure of employees to report for workwhen
they are scheduled to work.
●
It may be legitimate (taken due to genuine emergency or illness) or
illegitimate('sick leave' is taken for no apparent reason).
●
Changing negative attitude(Expectations & Demand).
●
A job also satisfy other important needs like to meet and intereact with people, to
belong to a group, to excel at whatever one takes up, to be acknowledge &
recognized, to achieve one's goals, to channel one's energy and potential in a
productive manner.
●
Become more aware of ownself and do best for organization where we are
working in, take responsibilty for people who are working with us and where we
could create a difference and motivate them and lead our path towards
excellence.
 GROUP DYNAMICS
●
Organization is a Sea of human emotions.
●
The body of knowledge of group interactions is a complex and dynamic one.
●
How it works? - the dynamism is a result of forces within oneself and forces
outside oneself.
●
In a group, the sum total of behaviour of all the members result in a push-pull
situation.
●
Closed system – Every organization is a formal entity. Hence it is a closed
system, they have boundaries that are rigid.
●
Open system – Within every formal organisation there exist a number of
informal organization. Informal organization are open systems of free
expression.
●
Covers the following areas of study – Formal & Informal groups, Groups &
teams, Conflicts. Leadership, Cultural dimensions & Group values.
 Gagnes Nine Levels Of Learning
●
Gagnes Nine levels of learning provide a step-by-step approach that can help managers, trainers and
facilitators structure thier training so that their students or teams get the most from their learning
oppurtunities. It provides a step-by-step checklist that helps you ensure that you present a comprehensive
and succeessful learning experience.
●
Each step is designed to help your trainees undestand and retain information effectively.
●
Gagne created a 9 step process that detailed each element required for effective learning.
●
Level I : Gaining Attention (Reception) - Start the lerning experience by gaining the attention of your
audience.
●
Level II : Informing learners of the objective (Expectancy) - What they need to learn and why
●
Level III : Stimulating Recall of prior learning (Retrieval) - Match the new information with related
information or topics they've learned in the past.
●
Level IV : Presenting the stimulus (Selective perception) - Present the new information to the group in an
effective manner.
●
Level V : Providing learning guidance (Semantic encoding) - To help your team learn and retain the
information.
●
Level VI : Eliciting Performance (Responding) - Your people can demonstarte their knowledge of what
you'he taught them.
●
Level VII : Providing feedback (Reinforcement) - After your team demonstarte their knowledge, provide
feedback.
●
Level VIII : Assessing performance (Retrieval).
●
Level IX : Enhancing retention and transfer (Generalization).
 V
E COMMERCE
Peer to Peer Learning - Business to
Business E-commerce
●
Type of transaction that exist between businesses, such as wholesaler.
●
Segmented into 3 types - Buyer oriented, Supplier oriented & Intermediary-
oriented e-commerce.
●
B2B e-commerce – Internet plays a vital role in this type of business, activities
through internet
E-procurement - It is a business model where a business creates a digital
●

market placewhere buyers and suppliers can engage in sales transactions.

●
Business in B2B – A business is an organization or enterprising entity engaged
in commerciial, industrial or professional activities.
●
A business plan is a fundamental tool that any start-up business needs to have
in place prior to beginning its operations.
●
Web content – Content is the king in the market.
●
B2B transactions are the backbone of many industries.
●
Selling product or servcies between business through the internet via an online
sales portal.
Blue Ocean Strategy For Growing Your Online
Business
●
Developed by W. Chan Kim & Renee Mauborgne.
●
Their observation was that the companies tend to engage in head-to-head
competition in search of sustained profitable growth.
●
Blue Ocean Strategy challenges everything you thought you knew about strategic
success & provides a systematic approach to making the competition irrelevant.
●
8 key points – 1. It's grounded in data 2. It pursues differenciation and low cost, 3. It
creates uncontested market space, 4. It empowers you through tools and
frameworks, 5. To provide astep-by-step process, 6. It maximises opportunity while
minimizing risk, 7. It builds execution into strategy, 8. It shows you how to create a
win-win outcome.
●
Red ocean strategy - Compete in existing market space, beat the competition,
exploit existing demand, make the value-cost trade-off, align the whole system of a
firms activities with its strategic choice of differentiation or low cost.
●
Blue ocean strategy - Create uncontested market space, make the competition
irrelevant, create and capture new demand, break the value-cost trade-off, align the
whole system of a firms activities in pursuit of differentiation & low cost.
●
Blue ocean in online business – Managing the scalibilty of company, cost
burdens also increases, delegate responsibility & control to other employees,
new larger premises, finding the money to expand, added obligations from the
entire company.
Timing is everything.
●

●
Innovation rather than imitation - Innovation is the route to take when looking to
strategically grow your business.
●
Blue ocean are based on disruptive offerings, innovative solutions & think
beyond demand.
●
Selling more to existing customers, create new sales channel, open new
outlets, hire a skilled marketing firm.
Typical sales cycle - Enquiry, prospect, lead, oppurtunity & sale.
●

New sales cycle - Lead, prospect, client, fan & brand evangelist.
●

●
Blue ocean principles is a strategic consulting firm assisting companies in sales
for free consultation to transaction to next level.
 Transformation Of Your Offline
Business Into Online World
●
Advantages of having both an online and physical store – provide a "pick up in
store" service.
●
Having coupon facility
●
Steps : 1. Signup for an ecommerce platform (Manage your website).
2. Accept payments online using payment gateway(Less frauds).
3. Setup your online marketing strategy.
4. Partner with logistics(Depending on line of business-on demand).
5. Inventory Management (Stock mgmt).
6. Product photography(Logo).
7. Partner with market place(Snapdeal).
8. Consider going with a MPOS device(Mswipe).
WE LOUNGE
Mr. Himanshu Saxena

Reliance Jio Infocomm Ltd.

-VP Brand Management & Integrated at
Reliance JIO Infocomm.
 Learnings :
From this video I understood various points as he...
●
Spoke about his experience of over 25 years with a successful track record of
acheiving extraordinary results in the entire spectrum of marketing communication,
advertising, branding, market reasearch & brand management. He is the head -
Brand & Integrated communications. He has worked with top brands like Unilever,
GSK, HSBC,PepsiCo, ESPN, Nike.....etc
●
Spoke about his graduation from Bhavans institute Ahmdabad and is a marketing
vagabond. He could venture from sales & marketing into product management to
advertising & research.
He started his career with Sterling Holiday Resorts as a Senior product manager.
●

●
His intial ambition was to become a CA & persue management and that's how he
got into sterling company. His father was an Civil Engineer. It took him almost 3
years in marketing sales field in Ahmdabad. He has started with gray world wide -
Ravi Gupta was the founder and been working for Lintas for about 7 years. He has
learned to access consumers engagement - nice human conversation between 2
people.
●
He spoke on how the Reliance Jio is in full swing and breaking all kinds of records
across the country.
●
He trained on 2 premises – having realistic ambitions and other one is finite
resources. Working with reliance he realized that both of this conditions are not
true.
●
Spoke on how specialization would narrow your professional growth beyond a
point. He believed in mantra that a country which get large when it gets
uniformally connected and access. He also talked about thoughts for students
appearing for campus interview. He gave the opinion that everyone needs to
know all areas for experience and should develop good communication skills
and analytical skill. He should have the ability to take responsibility on his
shoulder and observe the things carefully around him.
He is a slow starter and routine work. He believes that every oppurtunity deals
●

with different things.

He described his strenghts as quality of making facinating relationship.
●

He discribed Reliance Jio in one word as abundance of oppurtunity.

●

He is not likely for sports.

●

His success mantra is to have an optimistic faith and Be Happy!

●
Mr. Mayur Satyavrat

Head L&D at RBL Bank.

 LEARNINGS
●
Being a post graduate (MBA) in management from Delhi University & Indian
School of Business(ISB) Hyderabad having 16 years of experience in area of
change management, Learning and developemnt, Leadership developement,
Talent management, Stragegic, Corporate & Business HR with clear focus on
co-creation, alignment & execution of organization/business strategy with HR.
●
Marketing professor graduate in marketing, intership wih Pepsi, started his
journey with amway, a good facilitator training ground and went to USA for
almost 2 months and undergo 4 different levels of certification – Level1 to
Level4. Level4 (Trainer World Admirer) and he himself become a trainer.
●
He joined as straight training head at Bhopal to set up the office but he learned
the confidence for training.
His experience in Amway has build a lot of confidence since he has undergone
●

training for 10,000 people.

●
He has been Master in training head at kinetic honda where he was the
youngest of all. There he learned about the Concept of diagonised design and
make learning as line function. He observed that learning new thing is a
challenge and putting his training inturns to productivity. His journey started
from Media industry to Banking career. To make an organisation a learning one.
Mr. Manish Kotwani

Sterling Talent Solution.

 LEARNINGS
He spoke about his thorough professional having experience over
18 years at Sterling Talent Solutions. He has done his
specialization in HR STRATERGY, TALENT ACQUISION,
TALENT MANAGEMENT, COMPENSATION & BENIFITS.

He is the VICE-PRESIDENT at STERLING TALENT SOLUTIONS.

He wanted to build an organisation for customers who look out for

best services. His definition for HR plays a key role – to ensure
the organisation has visibility to getting right resources.
Developing innovative SOFTWARES.He talked about different
roles they hire for & how the candidate is suitable for a particular
position.
His liking towards job is constant growth, strenght-
business perceptive, strong focus on customers,
operation in teams.

He defines Sterling Talent Solutions IN ONE WORD –

PROGRESSIVE.

He likes to spend time with family, he defines himself as

a reliable person. His focus is to innovate and design
and have a lot of fun in work and help in building
organisation in terms of knowledge and understand the
meaning.
NEWSWIRE
 1.
HOW SECURE IS THE BLOCKCHAIN
TECHNOLOGY
---Techstory
●
LEARNINGS
●
Blockchain security : Network architecture
●

●
Security starts with the network architecture, and one of
the first decisions to make in the establishment of a
blockchain is its network architecture.
Blockchain security : Consensus protocols
The process of consensus in blockchain transactions is
purposely designed to take time, currently around 10
minutes.It is only after one to two hours that a transaction
is considered fully verified.

Blockchain Security: Asset Security

Blockchain systems store data, such as possession of
assets or shares involved in a transaction. Blockchain
operators, therefore, need to resolve the problem of lost
identification credentials, especially in the case of systems
that manage physical assets. Blockchain owners need to
make decisions about when and how a verified transaction
can be reversed.
 2.
THE FUTURE OF BANKING IS PAPERLESS,
SAYS EXPERT
--- cxotoday
●
LEARNINGS
●

●
In last few years, the Indian banking sector has
realized the need of digital technologies and is rapidly
moving in that direction. The emergence of forces is
creating new and valuable sources of business
information, ways to interpret data and the means to do
so cost-effectively.
●
Online banking has enhanced customer satisfaction by
providing anywhere anytime banking and benefitted
banks through cost savings and increased penetration.
●
Digital-only bank provides end-to-end services through
digital platforms like mobile, tablets and internet. It is
paperless, branchless and signature-less banking
offering 24*7 services to its customers.
●
With rising Internet connectivity and smartphone
penetration, and with the availability of world-class
digital infrastructure provided by the government of
India, the future of finance is going to be paperless.
 3.
HOW BLOCKCHAIN IS CHANGING THE WAY
WE PAY ---dataconomy
LEARNINGS
The rise of financial technology and digital payment
solutions is helping the world go cashless. Cashless
payment methods now cover a wide range of
technologies – there are physical cards, online gateways,
mobile apps, and digital wallets.

CRYPTOCURRENCIES
●
Cryptocurrencies have emerged to challenge fiat
currencies.
MOBILE WALLETS
Plastic cards are also widely used as funding sources for
●

many of today’s online payment gateways and digital wallets.

●

●
CROSS-BORDER TRANSACTIONS
●
Blockchain and cryptocurrencies are becoming valuable
mechanisms for cross-border transactions and remittances.
Blockchain transactions happen within the system so
transactions complete quicker.
●

●
SECURITY
Cashless users may also lose their phones but digital
●

wallets are protected by several layers of security so their

money is kept safe.
●
They have to comply with know-your-customer (KYC) and
anti-money laundering regulations so using these platforms
offer increased levels of security. Blockchain offer identity
verification for businesses allowing for safer and verified
transactions for everyone.
●

●
However, the great thing about blockchain is that all
transactions are traceable. In addition, blockchain services
are starting to be regulated by governments.
 4.
MOBILITY IS THE FUTURE OF BANKING
---cxotoday
●
LEARNINGS
●
Once upon a time, Mobile was an emerging technology. That
time has long passed and we can safely assume that Mobile is
the mainstream and will continue to be for some time.
●
Ø What will the future look like?
●
The iPhone rewrote the rules of mobility and the lesson learnt was
that user experience must be at the heart of your product or service.
●
The future of mobility will continue to rely on great customer
experience, simplicity of tasks and robust security. Since almost all
customers are on social media in one form or another, social media
based banking solutions will become more common place.
 Why is mobility the future of banking?
●
Smartphone penetration stands at roughly 25%, with
data rates in India being one of the cheapest in the world.
Ecommerce apps on mobile phones will continue to drive
transaction volumes for banks because of ease of use
and convenience.
●
Biometrics (Voice Based Navigation, Identification &
Authentication, Fingerprint, Iris, veins, heart rate, e.g.) is
powering for ease of command and improving security
and digital currency is fuelling an electronic revolution in
B2B space.
●
As Blockchain technologies offering greater security and
scalability gain acceptability, the possibility of a secure
digital currency will lead more B2B and B2C transactions
and add to the mobile transaction volume.
 5.
DIGITAL WALLETS MAY SOON RUN OUT OF CASH
LEARNINGS

In the months after demonetisation, e-wallets became a useful

app for customers who where running short of cash could
quickly download apps to pay digitally for everything from
mobile phone recharges and cabs to groceries and flight
tickets.
Digital wallet providers like Paytm, Mobikwik and PayU
●

making customers and investors believe that they are the king.
●
Payments companies are now waking up to the hard facts and
diversifying to make up lost ground. Paytm has transformed
itself into a small finance bank like Airtel Payments, and has
started selling gold. Mobikwik has decided to step into the
world of lending and distribution of insurance.
 6.
A NEW MAP FOR STRATEGIC GROWTH IN
BANKING
---mckinsey
●
LEARNINGS
●
When bank strategists seek new growth or re-evaluate
their portfolios, the odds of success often look stronger in
places where banking penetration is low and opportunities
relatively abundant. But not always.
●
In India, where only half the population has access to
banking services, a new currency and government reforms
are spurring growth in the number of bank accounts.
 7.
MEETING CUSTOMER DEMANDS: THE
INSURANCE MARKET NEEDS TO ADAPT TO
DIGITAL ---- Information-age
●
LEARNINGS
●
While some industries seem to be making quantum leaps in
tech development and adoption – take the retail industry as
an example – the insurance industry is notable for having
vastly fallen behind.
●
Adapting to customer needs : For a long time, the traditional
insurance business model has proved to be remarkably
resilient. But it too is beginning to feel the digital effect. It is
changing how products and services are delivered, but more
importantly, it is changing social trends, which in turn is
directly affecting consumer behaviour and expectations.
●
Today’s consumers expect more than just competitive prices
and good quality products. Being task-rich and time-poor,
today’s customers are putting more value in companies that
are able to provide them with a quick and convenient service
that fits perfectly into their busy day-to-day lives.
●
‘Digital’ is a word that does not seem to have hit the
insurance industry yet, resulting in a severely under-
performing customer experience.
●
Customer service in this industry is at a turning point and
those organisations that embrace this will be the ones to
sustain growth.
●
It’s clear that the insurance industry is ripe for change, with
some great opportunities to grasp. It just needs to focus on
embracing technology to develop personalised consumer
experiences and more importantly, make insurance simple.
 8.
INDIANS LEAD THE WAY IN MOBILE
BANKING : AVAYA SURVEY
---exchange4media
LEARNINGS
Indian consumers prefer a digital - first approach to
accessing banking services, only talking to a banking
adviser by phone for more complex issues, according to
a new survey from Avaya.
●
Regardless of the channel used to contact the bank, the
most important factors for Indian customers are to have
issues resolved on the first point of contact, and to
receive the same level of experience and service.
 9.
TECHNOLOGY GIANTS POSE MAJOR THREAT
TO BANKING INDUSTRY
---thefinancialbrand
●
LEARNINGS
●

●
Fintech start-ups have been the focus of a great deal of
attention in the banking industry. Eventually, financial
institutions will likely need to determine whether to
capitalize on the services of large technology players or
becoming dependent on them.
●
 Disruptive Forces
They uncover eight forces that have the potential to shift the
competitive landscape of the financial ecosystem.
●
§ Cost commoditization: Financial institutions are embracing
new technologies to accelerate commoditization of cost
drivers.
●
§ Profit redistribution: The location of profit pools within and
between value chains are shifting with new technologies.
●
§ Experience ownership: Distributors will enjoy a position of
strategic strength as owners of customer experience;
manufacturers are expected to become hyper-scaled and
hyper-focused.
●
Platforms: Financial institutions are shifting to multiple-
provider platforms as a channel to distribute and trade
across geographies.
●
Data monetization: Financial institutions are starting to use
a combination of data strategies to follow the lead of tech
firms in data monetization.
●
Bionic workforce: New technologies such as Artificial
Intelligence will mean major shifts to financial institutions’
workforces.
●
Systemically important techs: Financial institutions of all
sizes rely on large tech firms’ capabilities.
●
Financial regionalization: Diverging regulatory priorities and
customer needs is making way to tailored regional models
of financial services.
 10.
CUSTOMER EXPERIENCE & CONFIDENCE IN
DIGITAL PAYMENTS
---Dqindia
LEARNINGS

●
Our country is on a new way to digitized service and
payments transforming to a new level.
●
It is imperative for payment service providers and financial
institutions to implement measures to improve the overall
customer experience and their confidence in making
transactions digitally.
A few areas to focus :
1. Smart Phone Penetration –India has crossed the one
billion mark for mobile smartphone users.
2. Tokenization –A system that replaces sensitive data with
unique symbols for identification.
3. Mobile wallets and Apps – Inexpensive mobile payment
options has changed the way banking has been perceived
so far.
4. Infrastructure resilience – Banks, merchants and e-
commerce players realized the importance of building a
secure, safe and resilient technology infrastructure.
THANK YOU !