Customers - serving them better...

Outsourcing cost to customers yet improving their satisfaction.
Developing 'one to one' marketing based on detailed customer profiles.

Outsourcing cost to the customer....

New types of bank with lower fixed costs...

Already Europe is slightly ahead of the USA in the percentage of banking transactions online.

Forecast for 2003 is that 25% of all banking transactions will be executed online in Europe compared to 12% in the USA. In Europe 4. 5% of transactions will be from mobile devices - 9 times more than in the USA1

1. Source: FT 28/ 9/ 00, referencing CAP/ Gemini Ernst & Young study

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