{"id":5214,"date":"2014-03-11T20:59:29","date_gmt":"2014-03-11T19:59:29","guid":{"rendered":"http:\/\/www.solucominsight.fr\/?p=5214"},"modified":"2019-12-31T11:17:17","modified_gmt":"2019-12-31T10:17:17","slug":"modeles-bancaires-quid-de-levolution-des-usages-et-de-la-relation-client","status":"publish","type":"post","link":"https:\/\/www.riskinsight-wavestone.com\/en\/2014\/03\/modeles-bancaires-quid-de-levolution-des-usages-et-de-la-relation-client\/","title":{"rendered":"Mod\u00e8les bancaires : quid de l\u2019\u00e9volution des usages et de la relation client ?"},"content":{"rendered":"<p align=\"left\"><em>R\u00e9seaux sociaux, multicanal, m-paiement, \u00ab\u00a0personal finance management\u00a0\u00bb\u00a0: les clients attendent de plus en plus de flexibilit\u00e9 de la part de leur banque et une grande r\u00e9activit\u00e9 due \u00e0 l\u2019\u00e9volution des usages. Le mod\u00e8le bancaire tel que nous le connaissons observe donc des changements en profondeur, la relation client en \u00e9tant le centre &#8211; et s\u2019en retrouvant complexifi\u00e9e. Par ailleurs, ces \u00e9volutions ont des impacts r\u00e9els et concrets sur la s\u00e9curit\u00e9 de l\u2019information.<\/em><\/p>\n<h2>L\u2019innovation, facteur d\u2019ouverture du SI c\u0153ur de m\u00e9tier<\/h2>\n<p>De nouvelles initiatives \u00e9mergent, \u00e0 l\u2019instar du\u00a0 \u00ab\u00a0Compte Nickel\u00a0\u00bb. Ce projet consiste \u00e0 permettre l\u2019ouverture d\u2019un compte bancaire sans aucune condition de revenu, chez un buraliste. Les formalit\u00e9s sont on ne peut plus simple\u00a0: une photocopie d\u2019une pi\u00e8ce d\u2019identit\u00e9 et un num\u00e9ro de t\u00e9l\u00e9phone portable. Ce projet, qui a obtenu l\u2019agr\u00e9ment de l\u2019Autorit\u00e9 de contr\u00f4le prudentiel, le r\u00e9gulateur du secteur bancaire, d\u00e9montre un mouvement de plus en plus fort vers une d\u00e9sinterm\u00e9diation de la banque de d\u00e9tail.<\/p>\n<p>Pour r\u00e9pondre \u00e0 l\u2019apparition de ce type de service, les banques diversifient leur offre, et de fait ouvrent leur syst\u00e8me d\u2019information de fa\u00e7on significative. Des offres, telles que celle propos\u00e9e par Cr\u00e9dit Agricole Private Banking Services pour les banques priv\u00e9es en Suisse, entra\u00eenent ainsi une externalisation compl\u00e8te des processus m\u00e9tier du back-office et une sous-traitance informatique. Les banques \u00e9tant de plus en plus sous pression d\u2019un point de vue co\u00fbts et \u00e9volutions r\u00e9glementaires, ce \u00ab\u00a0Business Process Outsourcing\u00a0\u00bb leur permet de rester comp\u00e9titives et de se recentrer sur l\u2019essentiel : la relation client. Pour autant, ces ouvertures posent la question de nouveaux acteurs qui interagissent au c\u0153ur du SI bancaire et doivent \u00eatre int\u00e9gr\u00e9es aux analyses de risques. Par exemple, la solution allemande SOFORT Banking qui effectue les paiements \/ r\u00e8glements en se connectant \u00e0 la place des clients sur leur compte bancaire.<\/p>\n<p>Nous observons par ailleurs une multiplication des moyens et situations de paiement, mais aussi des acteurs. Par exemple, la start-up Klarna propose \u00e0 ses clients d\u2019effectuer leurs achats et de ne payer qu\u2019\u00e0 r\u00e9ception. Au-del\u00e0, les canaux d\u2019\u00e9changes financiers se diversifient. Aux \u00c9tats-Unis, American Express utilise Twitter comme <a title=\"01net - American Express utilise Twitter comme canal d'achats en ligne\" href=\"http:\/\/www.01net.com\/editorial\/586537\/american-express-utilise-twitter-comme-canal-dachats-en-ligne\/\" target=\"_blank\" rel=\"noopener noreferrer\">canal d\u2019achats en ligne via l\u2019utilisation des hashtags<\/a>, ou encore Square qui permet d\u2019\u00e9changer de l\u2019argent par courrier \u00e9lectronique. Les questions relatives \u00e0 la fraude doivent \u00eatre particuli\u00e8rement trait\u00e9es par rapport \u00e0 ces nouveaux canaux.<\/p>\n<p>Mais comment se positionnent aujourd\u2019hui les banques fran\u00e7aises face \u00e0 cette multiplication d\u2019usages bancaires\u00a0?<\/p>\n<h2>Une strat\u00e9gie d\u00e9fensive \u00ab\u00a0d\u2019occupation du terrain\u00a0\u00bb efficace pour l\u2019instant, avec peu d\u2019impact op\u00e9rationnel<\/h2>\n<p>Le constat est simple\u00a0: le principal \u00a0risque identifi\u00e9 est celui de ne pas faire, risque pouvant entra\u00eener une d\u00e9sinterm\u00e9diation voire un pr\u00e9judice en termes d\u2019image.<\/p>\n<p>Les banques traditionnelles cherchent donc \u00e0 incarner la relation client, en s\u2019appuyant sur des services de gestion de finances. \u00a0Ainsi, des applications apparaissent se concentrant notamment sur des nouveaux mod\u00e8les de gestion, portant l\u2019innovation non pas sur la d\u00e9pense mais sur l\u2019\u00e9conomie.<\/p>\n<p>Par ailleurs, de nouveaux moyens sont d\u00e9ploy\u00e9s pour am\u00e9liorer la qualit\u00e9 de la relation client en d\u00e9veloppant les comp\u00e9tences des conseillers.\u00a0 Allianz a par exemple lanc\u00e9 un simulateur d\u2019entretien client virtuel \u00ab Sales Game \u00bb pour d\u00e9velopper les comp\u00e9tences relationnelles et commerciales de leurs conseillers. Plus de 16 millions de sc\u00e9narios diff\u00e9rents sont propos\u00e9s, par un outil qui a r\u00e9clam\u00e9 plus d\u2019un an de d\u00e9veloppement.<\/p>\n<p>Ces innovations poussent le SI vers plus d\u2019ouvertures (canaux, partenaires\u2026) et n\u00e9cessitent de faire \u00e9voluer les mod\u00e8les que l\u2019on connait. En parall\u00e8le, le secteur bancaire est de plus en plus cibl\u00e9 par des menaces directes sur son SI (nouveaux types d\u2019attaques, plus cibl\u00e9es, plus destructives) et les r\u00e9glementations accentuent la pression. Quelle est dans ce contexte la marge de man\u0153uvre du Responsable de la S\u00e9curit\u00e9 du Syst\u00e8me d\u2019Information\u00a0pour accompagner ces \u00e9volutions m\u00e9tiers ?<\/p>\n<p>(\u00c0 suivre)<\/p>\n","protected":false},"excerpt":{"rendered":"<p>R\u00e9seaux sociaux, multicanal, m-paiement, \u00ab\u00a0personal finance management\u00a0\u00bb\u00a0: les clients attendent de plus en plus de flexibilit\u00e9 de la part de leur banque et une grande r\u00e9activit\u00e9 due \u00e0 l\u2019\u00e9volution des usages. Le mod\u00e8le bancaire tel que nous le connaissons observe&#8230;<\/p>\n","protected":false},"author":251,"featured_media":6176,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"page-templates\/tmpl-one.php","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[3229,36,38,32],"tags":[3307],"coauthors":[1561],"class_list":["post-5214","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cyber-for-financial-services","category-cybersecurity-digital-trust","category-assurance","category-marketing-relation-client","tag-financial-services-cyber"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Mod\u00e8les bancaires : quid de l\u2019\u00e9volution des usages et de la relation client ?<\/title>\n<meta name=\"description\" content=\"R\u00e9seaux sociaux, multicanal, m-paiement, \u00ab personal finance management \u00bb : les clients attendent de plus en plus de flexibilit\u00e9 de la part de leur banque et une grande r\u00e9activit\u00e9 due \u00e0 l\u2019\u00e9volution des usages. Le mod\u00e8le bancaire tel que nous le connaissons observe donc des changements en profondeur, la relation client en \u00e9tant le centre - et s\u2019en retrouvant complexifi\u00e9e. Par ailleurs, ces \u00e9volutions ont des impacts r\u00e9els et concrets sur la s\u00e9curit\u00e9 de l\u2019information.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.riskinsight-wavestone.com\/2014\/03\/modeles-bancaires-quid-de-levolution-des-usages-et-de-la-relation-client\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Mod\u00e8les bancaires : quid de l\u2019\u00e9volution des usages et de la relation client ?\" \/>\n<meta property=\"og:description\" content=\"R\u00e9seaux sociaux, multicanal, m-paiement, \u00ab personal finance management \u00bb : les clients attendent de plus en plus de flexibilit\u00e9 de la part de leur banque et une grande r\u00e9activit\u00e9 due \u00e0 l\u2019\u00e9volution des usages. Le mod\u00e8le bancaire tel que nous le connaissons observe donc des changements en profondeur, la relation client en \u00e9tant le centre - et s\u2019en retrouvant complexifi\u00e9e. Par ailleurs, ces \u00e9volutions ont des impacts r\u00e9els et concrets sur la s\u00e9curit\u00e9 de l\u2019information.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.riskinsight-wavestone.com\/2014\/03\/modeles-bancaires-quid-de-levolution-des-usages-et-de-la-relation-client\/\" \/>\n<meta property=\"og:site_name\" content=\"RiskInsight\" \/>\n<meta property=\"article:published_time\" content=\"2014-03-11T19:59:29+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2019-12-31T10:17:17+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.riskinsight-wavestone.com\/wp-content\/uploads\/2014\/03\/fotolia61836840-minerva-studio-fotolia.com_.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1500\" \/>\n\t<meta property=\"og:image:height\" content=\"1020\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Florian Feuillard\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Florian Feuillard\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.riskinsight-wavestone.com\/2014\/03\/modeles-bancaires-quid-de-levolution-des-usages-et-de-la-relation-client\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.riskinsight-wavestone.com\/2014\/03\/modeles-bancaires-quid-de-levolution-des-usages-et-de-la-relation-client\/\"},\"author\":{\"name\":\"Florian Feuillard\",\"@id\":\"https:\/\/www.riskinsight-wavestone.com\/en\/#\/schema\/person\/40a7b7d4f357e6265661954f4a7fcf34\"},\"headline\":\"Mod\u00e8les bancaires : quid de l\u2019\u00e9volution des usages et de la relation client ?\",\"datePublished\":\"2014-03-11T19:59:29+00:00\",\"dateModified\":\"2019-12-31T10:17:17+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.riskinsight-wavestone.com\/2014\/03\/modeles-bancaires-quid-de-levolution-des-usages-et-de-la-relation-client\/\"},\"wordCount\":721,\"publisher\":{\"@id\":\"https:\/\/www.riskinsight-wavestone.com\/en\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.riskinsight-wavestone.com\/2014\/03\/modeles-bancaires-quid-de-levolution-des-usages-et-de-la-relation-client\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.riskinsight-wavestone.com\/wp-content\/uploads\/2014\/03\/fotolia61836840-minerva-studio-fotolia.com_.jpg\",\"keywords\":[\"financial services cyber\"],\"articleSection\":[\"Cyber for Financial Services\",\"Cybersecurity &amp; Digital Trust\",\"M\u00e9tiers - Assurance\",\"M\u00e9tiers - Marketing et relation client\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.riskinsight-wavestone.com\/2014\/03\/modeles-bancaires-quid-de-levolution-des-usages-et-de-la-relation-client\/\",\"url\":\"https:\/\/www.riskinsight-wavestone.com\/2014\/03\/modeles-bancaires-quid-de-levolution-des-usages-et-de-la-relation-client\/\",\"name\":\"Mod\u00e8les bancaires : quid de l\u2019\u00e9volution des usages et de la relation client ?\",\"isPartOf\":{\"@id\":\"https:\/\/www.riskinsight-wavestone.com\/en\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.riskinsight-wavestone.com\/2014\/03\/modeles-bancaires-quid-de-levolution-des-usages-et-de-la-relation-client\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.riskinsight-wavestone.com\/2014\/03\/modeles-bancaires-quid-de-levolution-des-usages-et-de-la-relation-client\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.riskinsight-wavestone.com\/wp-content\/uploads\/2014\/03\/fotolia61836840-minerva-studio-fotolia.com_.jpg\",\"datePublished\":\"2014-03-11T19:59:29+00:00\",\"dateModified\":\"2019-12-31T10:17:17+00:00\",\"description\":\"R\u00e9seaux sociaux, multicanal, m-paiement, \u00ab personal finance management \u00bb : les clients attendent de plus en plus de flexibilit\u00e9 de la part de leur banque et une grande r\u00e9activit\u00e9 due \u00e0 l\u2019\u00e9volution des usages. 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Le mod\u00e8le bancaire tel que nous le connaissons observe donc des changements en profondeur, la relation client en \u00e9tant le centre - et s\u2019en retrouvant complexifi\u00e9e. Par ailleurs, ces \u00e9volutions ont des impacts r\u00e9els et concrets sur la s\u00e9curit\u00e9 de l\u2019information.","breadcrumb":{"@id":"https:\/\/www.riskinsight-wavestone.com\/2014\/03\/modeles-bancaires-quid-de-levolution-des-usages-et-de-la-relation-client\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.riskinsight-wavestone.com\/2014\/03\/modeles-bancaires-quid-de-levolution-des-usages-et-de-la-relation-client\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.riskinsight-wavestone.com\/2014\/03\/modeles-bancaires-quid-de-levolution-des-usages-et-de-la-relation-client\/#primaryimage","url":"https:\/\/www.riskinsight-wavestone.com\/wp-content\/uploads\/2014\/03\/fotolia61836840-minerva-studio-fotolia.com_.jpg","contentUrl":"https:\/\/www.riskinsight-wavestone.com\/wp-content\/uploads\/2014\/03\/fotolia61836840-minerva-studio-fotolia.com_.jpg","width":1500,"height":1020},{"@type":"BreadcrumbList","@id":"https:\/\/www.riskinsight-wavestone.com\/2014\/03\/modeles-bancaires-quid-de-levolution-des-usages-et-de-la-relation-client\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Accueil","item":"https:\/\/www.riskinsight-wavestone.com\/en\/"},{"@type":"ListItem","position":2,"name":"Mod\u00e8les bancaires : quid de l\u2019\u00e9volution des usages et de la relation client ?"}]},{"@type":"WebSite","@id":"https:\/\/www.riskinsight-wavestone.com\/en\/#website","url":"https:\/\/www.riskinsight-wavestone.com\/en\/","name":"RiskInsight","description":"The cybersecurity &amp; digital trust blog by Wavestone&#039;s consultants","publisher":{"@id":"https:\/\/www.riskinsight-wavestone.com\/en\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.riskinsight-wavestone.com\/en\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/www.riskinsight-wavestone.com\/en\/#organization","name":"Wavestone","url":"https:\/\/www.riskinsight-wavestone.com\/en\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.riskinsight-wavestone.com\/en\/#\/schema\/logo\/image\/","url":"https:\/\/www.riskinsight-wavestone.com\/wp-content\/uploads\/2021\/08\/Monogramme\u2013W\u2013NEGA-RGB-50x50-1.png","contentUrl":"https:\/\/www.riskinsight-wavestone.com\/wp-content\/uploads\/2021\/08\/Monogramme\u2013W\u2013NEGA-RGB-50x50-1.png","width":50,"height":50,"caption":"Wavestone"},"image":{"@id":"https:\/\/www.riskinsight-wavestone.com\/en\/#\/schema\/logo\/image\/"}},{"@type":"Person","@id":"https:\/\/www.riskinsight-wavestone.com\/en\/#\/schema\/person\/40a7b7d4f357e6265661954f4a7fcf34","name":"Florian Feuillard","url":"https:\/\/www.riskinsight-wavestone.com\/en\/author\/florian-feuillard\/"}]}},"_links":{"self":[{"href":"https:\/\/www.riskinsight-wavestone.com\/en\/wp-json\/wp\/v2\/posts\/5214","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.riskinsight-wavestone.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.riskinsight-wavestone.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.riskinsight-wavestone.com\/en\/wp-json\/wp\/v2\/users\/251"}],"replies":[{"embeddable":true,"href":"https:\/\/www.riskinsight-wavestone.com\/en\/wp-json\/wp\/v2\/comments?post=5214"}],"version-history":[{"count":6,"href":"https:\/\/www.riskinsight-wavestone.com\/en\/wp-json\/wp\/v2\/posts\/5214\/revisions"}],"predecessor-version":[{"id":12436,"href":"https:\/\/www.riskinsight-wavestone.com\/en\/wp-json\/wp\/v2\/posts\/5214\/revisions\/12436"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.riskinsight-wavestone.com\/en\/wp-json\/wp\/v2\/media\/6176"}],"wp:attachment":[{"href":"https:\/\/www.riskinsight-wavestone.com\/en\/wp-json\/wp\/v2\/media?parent=5214"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.riskinsight-wavestone.com\/en\/wp-json\/wp\/v2\/categories?post=5214"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.riskinsight-wavestone.com\/en\/wp-json\/wp\/v2\/tags?post=5214"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/www.riskinsight-wavestone.com\/en\/wp-json\/wp\/v2\/coauthors?post=5214"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}