Overview 1
Catalyst 1
Summary 1
Key Messages 2
Online banking has grown up and become part of the retail banking channel mix 2
Generations X and Y enter the market as internet-savvy consumers 2
Banks need to maximize the revenue generation potential of their online channel 2
Not all banks' internet services are the same 3
Integration with sales and marketing faces the challenge of back-end silos 3
Web 2.0 brings both promises and challenges 3
The technology vendor landscape presents a lot of variety 4
5
Table of figures 6
Market Opportunity 7
Online banking has grown up and become part of the retail banking channel mix 7
Mature banking markets: online is a supplementary channel, not a replacement 7
Immature markets: opportunities in internet, but also mobile banking 8
Generations X and Y enter the market as internet-savvy consumers 8
Banks need to maximize the revenue generation potential of their online channel 10
The promise of multi-channel selling 10
Banks need to keep innovating 12
Internet Banking Evolution 13
From proprietary dial-up to browser-based online banking 13
Servicing and sales via the internet today 14
Internet banking transactions and services: not all banks are equal 14
Moving to sales via the internet 16
Usability and convenience remain a challenge 16
The brave new world of Web 2.0 17
Overview of Web 2.0 technologies 17
Banks are dipping their toes into the waters of Web 2.0 18
Forays into virtual worlds have so far borne little fruit 18
Mashups are an easier concept for banks 18
Impact on Banks: Making Online Offerings More Compelling 20
Integration with sales and marketing faces the challenge of back-end silos 20
A single customer view is required for retention and up-sell 21
Usability and convenience remain a challenge 21
Web 2.0 - threat and opportunity in equal measure 22
Security and brand impairment are the biggest risks arising from Web 2.0 22
A UK bank faces the wrath of socially networked students 23
Investors campaign against frozen ABCP market on Facebook 23
Web 2.0 has immediate potential for B2C communications 24
Web 2.0 can also empower internal communications 24
The future of Web 2.0 in banking 24
Competitive Landscape 25
Channel vendors 26
S1 Corp. 26
Chordiant Software 26
Portrait Software 27
Fiserv taps Portrait for CBS Aperio and buys CheckFree, gaining Corillian in the process 27
Fidelity creates TouchPoint 27
Eglue 27
Sybase Financial Fusion 28
Transaction acquiring platform vendors 28
ACI 28
Fidelity's eFunds 28
CR2 29
Core system vendors 29
Metavante 29
Misys 29
Temenos 30
TietoEnator 30
Financial Objects 30
SAP 30
i-flex, Infosys and FNS 31
Dedicated internet banking vendors 31
Intelligent Environments 31
Intuit's Digital Insight 31
Specialist vendors 32
Adobe 32
EdgeIPK 32
WorkLight 32
Go to Market 33
Offer single-view capabilities, whether or not the bank has undergone core renewal 33
Integration of data across product silos 34
Sell enhanced customer relationship, not Web 2.0 34
Stress the security of your technology 34
APPENDIX 35
Methodology 35
Further reading 35
Ask the analyst 35
Datamonitor consulting 35
Disclaimer 35
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