Overview of Engagement Banking principles, customer behavioral changes driving the need for innovation and how retail banks can adapt.

1. Engagement Banking Strategy Backbase Webinar Series January 27, 2010

2. What is Engagement Banking?

3. Today… © 2011 SapientNitro Thanks :

4. © 2011 SapientNitro Customer Intimacy Scale and Efficient Operations

5. © 2011 SapientNitro Customer Intimacy Scale and Efficient Operations Technology

6. © 2011 SapientNitro Customer Intimacy Scale and Efficient Operations Engagement Banking Technologies

9. Engagement Banking Market Framework © 2011 SapientNitro Banking Technology Marketing Customer Experience Business Environment Consumer Behavior EB

10. How are customers behaving today?

12. “ Digital” will increasingly mean “mobile” © 2011 SapientNitro Source: American Banker, Javelin Research, October 2009

13. © 2011 SapientNitro techny.com Image: http://www.installations.org Customers rarely set foot into a branch.

14. © 2011 SapientNitro Cash from the ATM… the one thing they can’t do digitally

15. But only for a few more months. © 2011 SapientNitro NFC

16. So, what do consumers want?

19. 60% of checking accounts are likely to become unprofitable. The Boston Consulting Group, 2010

21. What an Engagement Bank Looks Like

24. Customers are already channel-independent Image: peopleseconomics.com

26. © 2011 SapientNitro Re-evaluation Engagement Initiation Discovery Triggers Marketing and Brand. Moments of clarity and inspiration of a financial need. Investigation Pre-sales. Initial research into the benefits of a banking brand, products and services… and what the peer network says. Image: http://jonathanbaldwin.blogspot.com

27. Re-evaluation Engagement Initiation Discovery Trial Sales activities The customer assesses how a product or brand’s abilities meet their individual needs. Onboarding The traditional onboarding process. Purchase Decision

28. Re-evaluation Engagement Initiation Discovery Manage Gain clarity and control, and make transactions to implement change. Understand Make sense of what I’m doing and a plan for what to do next. View View your financial life. Assemble a personal balance sheet to develop a complete picture. Evaluate Continually evaluate how my financial solutions help with my continually changing life.

29. Re-evaluation Engagement Initiation Discovery Repositioning Identifying products that are better alternatives than what’s currently implemented Relationship Closure Activities to close or transfer a financial relationship, including account closure and feedback.

30. Engagement Banking Business Framework © 2011 SapientNitro Standard Bank Products, Services & Functions Enterprise Services Product Instruments Services Engagement Bank Customer-centric Services & Functions Business Model Services Customer Context Branding / Marketing Sales Onboarding Relationship Management / Servicing Transitioning Channels Retail / Branch Website Mobile ATM / Kiosk Call Center Customer Experience Framework Re-evaluation Engagement Initiation Discovery

31. How to Implement Engagement Banking

33. © 2011 SapientNitro Applying professional-grade data visualization techniques…. Next Generation Online Banking Experience

34. … can provide financial context to consumers. © 2011 SapientNitro Image: Mint.com

37. © 2011 SapientNitro Source: IDEO … across every channel

38. Multichannel Client Experience © 2011 SapientNitro Sapient Nitro Engagement Banking Digital Whitepaper http://engagementbanking.sapient.com

39. Digital Customer Acquisition © 2011 SapientNitro Real-time campaign management and adjustments, based on active tracking and monitoring of consumer behaviours

40. Data-driven Product Development

41. Data Intelligence in Customer Service and Support

42. Digital Community Development Image Source: It’s a Wonderful Life, 1946

43. © 2011 SapientNitro Image Source: jasocal.org

44. Digital Community through Social Networking Image Source: O’Reilly

45. Customer Intimacy at Scale © 2011 SapientNitro

46. Summary

47. Engagement Banking Market Framework © 2011 SapientNitro Banking Technology Marketing Customer Experience Business Environment Consumer Behavior EB

48. Engagement Banking Business Framework © 2011 SapientNitro Standard Bank Products, Services & Functions Enterprise Services Product Instruments Services Engagement Bank Customer-centric Services & Functions Business Model Services Customer Context Branding / Marketing Sales Onboarding Relationship Management / Servicing Transitioning Channels Retail / Branch Website Mobile ATM / Kiosk Call Center Customer Experience Framework Re-evaluation Engagement Initiation Discovery

50. About SapientNitro

51. 2009 REVENUE OF US$639M END-TO-END SERVICE OFFERING, WITH COLLABORATIVE AND AGILE APPROACH FOUNDED IN 1990 , PUBLICLY TRADED SINCE 1996 (NASDAQ: SAPE) HEADQUARTERED IN BOSTON WITH 8500 EMPLOYEES, OVER 5000 IN INDIA 35 OFFICES WORLDWIDE UNIQUE LARGEST INDEPENDENT INTERACTIVE AGENCY IN THE WORLD, with INDUSTRY LEADING STRATEGY & TECHNOLOGY CONULTING

52. © 2011 SapientNitro INSIGHTS Expertise in research, analytics, brand & user experience, wealth management, and global markets IDEAS Ideas born of insights. Our creative department consists of designers, writers, IAs, strategists, account managers and technologists REALIZATION People that can execute on ideas from a customer experience, operational and technical perspective supported by world class program management and collaborative approach S We are Thank You Michael Degnan Engagement Banking Lead Sapient Nitro Financial Services Center of Excellence mdegnan@sapient.com | @mdegnan http://engagementbanking.sapient.com #engagementbanking