Case | Cluster | Bank type | Retail services | Tech expenses (on revenue) | Bank channels | Interviewee role | Interview time |
---|---|---|---|---|---|---|---|
A | Traditional Bank | Large bank (offering all banking services, e.g. commercial banking, asset management, investment banking) | Bank accounts, payment services (debit and credit cards), investments, saving accounts, loans, mortgages | €100 m + (5%) | Branches and digital (internet and mobile banking), stressing importance of multichannel services | Head of CRM & Campaign Management | 1 h |
B | Traditional Bank (FinTech) | Large bank (offering all banking services, e.g. commercial banking, asset management, investment banking) | Bank accounts, payment services (debit and credit cards), investments, saving accounts, loans, mortgages | €10 m + (0.5%) | Branches (account for 90% of revenue) and digital (online/mobile), plus a digital bank subsidiary | Customer Journey and CRM Service Manager | 1 h |
C | Traditional Bank (FinTech) | Large bank (offering all banking services, e.g. commercial banking, asset management, investment banking) | Bank accounts, payment services (debit and credit cards), investments, saving accounts, loans, mortgages | €750 m + (4%) | Branches and digital (internet and mobile banking), plus a digital bank subsidiary | Head of Internet & Mobile Banking | 1 h |
D | Traditional Bank (FinTech) | Large bank (offering all banking services, e.g. commercial banking, asset management, investment banking) | Bank accounts, payment services (debit or credit card), investments, saving accounts, loans, mortgages | €1bn + (6%) | Branches and digital (internet and mobile banking), plus a digital bank subsidiary | Marketing VP, Business Intelligence & CRM Strategy | 1 h 30 min |
E | FinTech (traditional bank) | Medium-sized, innovative, direct bank (subsidiary of a larger group) | Bank accounts, payment services (debit and credit cards), investments, saving accounts, loans, mortgages, account aggregation | €5 m + (8%) | Exclusively digital (online/mobile banking) with a network of remote relationship managers | Head of Strategic Planning & Projects (ex CRM) | 1 h |
F | FinTech (traditional bank) | Small, innovative, direct bank (subsidiary of a larger group) | Bank accounts, payment services (debit and credit cards), loans, insurance | n/a | Exclusively mobile app (no online banking or physical branches) | Head of CRM | 1 h 15 min |
G1 | FinTech | Medium-sized, innovative, neobank | Bank accounts, payment services (debit and credit card), saving accounts, expense analysis and projects, account aggregation | €20 m + (8%) | Exclusively digital (online/mobile banking) | Customer Engagement Manager | 1 h |
G2* | Digital Strategy & UX design expert | 1 h |