20151014 Presentation Conferência Banca e Seguros Portugal

1. Pascal Spelier, 14 de Outubro 2015 Digital Customer Experience, two steps ahead

3. 3 Source: Capgemini World Retail Banking Report 2015

4. 4 Price Product Service (Digital) Customer Experience The road to loyal customers ‘Commodity’ Distinctive by ‘value added services’

5. 5 Product/service differentiation Employee satisfaction Process efficiency Process effectiveness - Customer satisfaction - NPS - Sales - Share of wallet - Retention - Referral - NPS - Growth revenue - Market share - Profitability - Share holder value People Product/service offering Process Customer Experience Customer Behaviour High level company KPI’s Leading indicators Lagging indicators Changesinregulationsandtechnology developments Context Source: based on Schmitt – Managing the Customer Experience Why is Customer Experience important?

6. 6 75,7 73,6 2014 2015 Customer Experience level in Portugal detoriated Source: Capgemini World Retail Banking Report 2015

7. 7 For Gen Y the Customer Experience level is low… 75,0 71,1 Others GenY … but relatively high compared to the rest of Western Europe 68,3 GenY EU Source: Capgemini World Retail Banking Report 2015

8. 8 44,1% 52% 3,9% 50% 42,3% 7,7% Percentage of customers with positive experiences and negative experiences increased in Portugal 2014 2015 Source: Capgemini World Retail Banking Report 2015

9. 9 Customers with with a positive experience are five times more likely to stay… … than customers with a negative experience Source: World Retail Banking Report 2014, Capgemini

10. 10 New generation setting new standards for banking

11. 11 New generation setting new standards for banking bunq

12. 12 Rethink your business model

13. 13 Source: Clayton Christensen (Harvard) Performance Time Performance improvement mainstream Potentially disruptive technology Disruptive technologies move up market and eventually displace competitors

14. 14 Source: Clayton Christensen (Harvard) Performance Time Disruptive technologies move up market and eventually displace competitors Dvd per mail Digital movies Digital series via Ps3/4, Xbox, tablet

15. 15 83% of executives acknowledge that customers are comfortable with FinTech firms Source: Capgemini World Retail Banking Report 2015

16. 16 Customer Distribution / Front Office Manufacturing / Back Office Market Infrastructure Individual Institution Investing/ WealthMgmnt Personal Savings Lending Capital Raising Source: based on illustration ‘Financial Services Value Chain Supermarket Age’ by Doug Nelson Payments = flow of capital Current value chain is under pressure…

17. 17 Customer Distribution / Front Office Manufacturing / Back Office Market Infrastructure Individual Institution Investing/ WealthMgmnt Personal Savings Lending Capital Raising Source: based on illustration ‘Financial Services Value Chain Next Gen’ by Doug Nelson Payments …Financial services unbundled and revisited Independent, digital front ends API-driven middle- and back office Electrification of market infrastructure Independent , digital front ends and middle- and back office

18. 18 It is not the strongest of the species that survives, nor the most intelligent that survives. It is the one that is the most adaptable to change. - Darwin -

19. 19 Digitization Simplification & Agility Data & Insights Your roadmap should have 3 goals

21. 21 Branch ATM Phone Internet Mobile Branch ATM Phone Internet Mobile Branch ATM Phone Internet Mobile Branch ATM Phone Internet Mobile 40% 50% 60% 70% 80% 90% 20% 25% 30% 35% 40% 45% 50% 55% Customers with positive experience with channel (%) ChannelImportance(%) 2011 2014Gen Y (18-34 years) Others Gen Y drives importance digital

22. 22 “Yes, they’ve got WiFi here”

23. 23 Digital praying in a church in France

24. 24 Customers Using Channels at Least Weekly (%), 2014–2015 Customers (%) in 2015 Customers (%) in 2014 Branch Internet Social Media Mobile 60.9% 65.9% Western Europe 20.1% 28.7% Western Europe 11.2% 21.9% Portugal 45.9% 65.7% Portugal 9.9% 13.7% Western Europe 12.4% 12.6% Portugal 6.5% 7.7% Western Europe 5.7% 6.6% Portugal The Portugese are using digital channels more and more Source: Capgemini World Retail Banking Report 2015

25. 25 44,8% 42,6% 48,0% 32,3% 34,4% 30,7% 11,2% 11,3% 10,9% 8,9% 9,1% 8,6% 2,7% 2,7% 1,8% 0% 25% 50% 75% 100% First Hear Research Apply 68,4% 61,2% 72,0% 19,3% 25,5% 18,2% 6,4% 4,9% 6,6% 4,8% 6,4% 3,0% 1,1% 2,0% 0,1% 0% 25% 50% 75% 100% First Hear Research Apply Western Europe Portugal Branch Internet Mobile Phone Social Media Branch Internet Mobile Phone Social Media Respondents(%) Respondents(%) Compared to Western Europe, Portuguese customers have higher preference for branch banking Source: Capgemini World Retail Banking Report 2015

26. 26 Customer Life Cycle Awareness Orientate Buy Receive Use Service Digitization starts with customer journey mapping Advise Technology Voice of the customer: I want..., I need... Voice of the employee: I want..., I need...

27. 27 Customer Life Cycle Awareness Orientate Buy Receive Use Service Each Customer Journey has an customer side and organization side Processes Advise

28. 28 ‘Beware of putting lipstick on a pig‘‘

29. 29 How to become really digital? FRONTEND hello customer ISN’T THIS ENOUGH? self directed CAN I DO MY BANKING MYSELF? the customer is becoming part of the processes! only decoration?

30. 30 Mobile is the most powerful sales- and service channel of the future NL: a mobile customer has 11 times more ‘contact’

31. 31 Want to open an account? Just use your smartphone

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33. 33

34. 34 The new Rabobank Online Banking Application, it’s all about you

35. 35

37. 37 Customer Life Cycle Awareness Orientate Buy Receive Use Service In the end you will need to change your mid- and back office as well Processes Midoffice Customer Relationship Management Customer Financial Management Document Management Communication Management Business Process Management Security Advise

38. 38 Are you the oil tanker or the pilot boat?

39. 39 Are you the oil tanker or the pilot boat?

40. 40 Source:

41. 41 Source: Marketing Product Management Data Analytics Service Management IT

42. 42 Source: Product Management Processes User Experience Data Analytics Chapter lead

43. 43 Source: A maximum of 150 people

44. 44 The transparency and the mutual understanding between employees is an enormous improvement We have been working in this agile way for 3 months now and it already leads to advantages: improved communication and more mandate for employees and squads It also created more fun in the teams.The atmosphere is very good! [finno] In a pre-Agile era it took days to solve an issue. Now it only takes 15 minutes. Source: Compared to the past, squads and employees have a better view on their personal attribution to the bank’s strategy.

46. 46 Cross-channel ‘Relevancy Engine’ Observation (data & information) Trigger (right message, right channel) Interpretation (intelligence) Reaction (call to action)

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49. 49

50. 50 The future marketeer is a nerd with empathy Privacy as a currency

51. 51 Source: online survey Edelman ‘Brandshare’ 15.000 respondents in 12 countries Privacy as a currency

52. 52 Awareness Orientation Buy Receive Use Service Advice Retention How to create customer value using (big) data? 360° customer view (Social-CRM) Workflow management Social listening / external data sources Datawarehouse / realtime data Big data analytics / predictive modelling Digital marketing & services (inbound)

53. 53 Customer Intelligence & Social Listening Customer Journey mapping SEO optimization Client telling app Visualization User Experience Marketing & Campaign management Mobile app. development Personalization Odigo contact center Digital Experience Optimization (DXO) Channel Performance management We help you transform and bring innovations and solutions across the customer lifecycle Awareness Orientation Buy Receive Use Service Advice Retention

54. 54 Pascal Spelier Managing Consultant Digital Customer Experience | Banking & Insurance Reykjavikplein 1, Utrecht, The Netherlands Mobile:+31 (0) 6 53 29 90 17 pascal.spelier@capgemini.com Thank you! @spelier www.slideshare.net/pascal.spelier www.linkedin.com/in/pascalspelier www.worldretailbankingreport.com

20151014 Presentation Conferência Banca e Seguros Portugal

20151014 Presentation Conferência Banca e Seguros Portugal

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20151014 Presentation Conferência Banca e Seguros Portugal