Avoiding the influence of online spread of words is no longer possible in present day interconnected world. The capability of consumers to persuade business conduct and impact organization planning in unexpected and, sometimes, unsolicited ways has grown manifold particularly with respect to banks. One strong complaint from an irritated customer going viral can make matter worse and spiral into a full-fledged crisis in a period of few hours. In this scenario, realizing what customers think, feel and mention about your organization in real time is even more vital for banks. Largely, banks need to radically improve customer experience. Technology is the backbone for this kind of effort and banking institutions need to commit to upgrading their existing and future IT systems. With use of technology, banks receive the information they require to make almost real time strategic business decisions and accordingly correspond with customers. Also, banks need to remain relevant and strengthen customer relations by coming up with innovative products and services that fosters growth. Author: Kalyan Banga, Founder & Principal Analytics Consultant @Fusion Analytics World (http://fusionanalyticsworld.com) Best Regards, Kalyan Banga Founder & Principal Analytics Consultant Hello: +91-9433948532 Web: http://fusionanalyticsworld.com LinkedIn: http://www.linkedin.com/company/fusion-analytics-world Facebook: http://www.facebook.com/AnalyticsFusion Twitter: http://twitter.com/analyticsfusion

1. Kalyan Banga – Founder &
Principal Analytics Consultant
Social Media Intelligence for BFSI

2. Topics
1.Actionable Insights -
Banking: Challenges &
Opportunities
2.Sample Social Media
Insights

3. Trigger elements
A range of financial
procedures, calculations and
analysis involves complex
processes, which needs the
support from latest software
Key trigger is to lower the
complexity associated with
various business functions.
Handle the highly complex
and diverse fund portfolios
Create regular analysis and
reports and also comply
with the numerous rules and
regulations put forward by
Central Agency
TRIGGER ELEMENTS
Demand from the
customers/investors is quite
challenging and delivering
them needs support from
latest technologies

4. “Need Gap” for Banking Sector
• A set of satisfied client
• Customer relationship
with instantaneous real
time advice in order to
build confidence
• Update from all stake
holders
• Store client information
in strict confidence and
total safety
• Constant connectivity
Business Need Business Challenges
• Inaccurate advice leads to tangible
financial losses , in turn to erosion of client
confidence
•Connectivity downtimes
•Data feed from accurate and multiple
sources
NEED FOR :
•ONE STOP MANAGED SERVICE
PROVIDER (MSP)
•TRUSTWORTHY MECHANISM
•STRATEGIC METHODS TO RETAIN
CUSTOMERS AND INCREASE REVENUE
The primary business focus :
• Maximize top-line revenues
• Service client needs
While they have strong Tech team,
they cannot fully manage some of it
themselves; outsource it
IT purchase is more ad-hoc in nature.
Yet, major banks don’t hesitate to
adopt requisite technology if it
enables them achieve speed,
accuracy, competitive edge &
enhance biz performance in a
competitive environment
Technology Adoption Trend
VALUE PROPOSITION FOR BANKERS

5. Financial Players:
SAMPLE BANKING INDUSTRY
INSIGHTS
• Indirect Customer Feedback:

6. FUSION ANALYTICS WORLD LISTEN EFFECTIVELY
Converts Unstructured Data into Banking Specific Categories
Banking Brand Analysis
Products Services
Debit/
Credit
Cards
Prepaid/
Gift Cards
Stocks &
Securities
Banking Loans
Online
Banking
Deals &
Offers
Competitive Intelligence
Banking Players
Visa Wells Fargo
American
Express

7. CUSTOMERS ARE TALKING ABOUT YOU
YOUR CUSTOMERSARETALKING ABOUTYOUR PRODUCTS & SERVICES
→ Watch competition and understand key conversation topics to take effective strategic decisions
The chart highlights relative importance of each topic for both brands from the point of view of their customers. Interesting to note
that HSBC and TD Bank on topic related to Fraudulent Activity while Master Card and ICICI Bank lead on conversation linked to
Payments. Visa sees conversation surrounding Debit Cards, Payments, Deals and Offers

8. SENTIMENT ANALYSIS
→ Compare sentiment by products and services to identify areas for improvement
The chart clearly indicates that Sberbank has the overall best sentiment balance followed neck and neck by Standard Chartered Bank
and Bank of China. Visa with high volume and high negative sentiment indicates most of the conversations are not what their PR and
Marketing teams would like to see. Insights like these help brands take immediate actions before things go out of control, especially by
knowing the topics of discussion elaborated in the next section

9. COMPETITORS
YOUR CUSTOMERSARECOMPARING YOU WITHYOURCOMPETITION
→ Get direct opinions from customers
comparing you with your
competitors
Mortgage and Payments, Loans and Mortgage,
Credit Checks and Loans, Online Banking and
Loans, Credit Cards and Rewards were some of
the top conversation topics discussed on the
same mention around banks. Understanding
relative proportions of discussion with the help of
above visualizations can help marketers’ device
appropriate promotions. For example
understanding that discussions around Online
Banking is 2 times more popular than Banking,
discussions related to Mortgage are way more
popular than Interest Rates etc., can help in
leveraging appropriate topics for their next
marketing campaign

10. Contact:
http://fusionanalyticsworld.com
info@fusionanalyticsworld.com
+91-9433948532