Intelligent customer journey: Smart combination of digital and human interactions

Transcription

1 Intelligent customer journey: Smart combination of digital and human interactions Hrvoje Supic Regional Vice President Luca Romagnoli Head of Business Development EMEA - Financial Services

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3 Doing Well and Doing Good #1 The Future 50 Best Places to Work for LGBTQ Equality #1 The World s Best Workplaces #1 Workplace for Giving Back The World s Most Innovative Companies #1 World s Most Innovative Companies #1 Top 50 Companies that Care

4 Customer Success in Financial Services Wealth & Asset Management Banking Global Markets Customer Success Insurance 70% of Forbes top 50 FinTech use Salesforce 7 of the 10 top Robo Advisors by AuM use Salesforce

5 What Is Top of Mind in the Banking Boardroom? The Race to a Predictive State The Shift to Partnering With FinTech Regulations Drive Open Banking, APIs Your Customer s Lifestyle

6 Trend Driving Opportunity 1 The Shift to Partnering With FinTech Both sides have shifted from competition to strategically partnering with one another 36 months ago 12 months ago Today Enemies Frenemies Strategic Partners FinTechs We ll disrupt them into the ground Yikes, customer acquisition is tough.. Maybe we should develop a B2B channel? B2B2C Is our growth engine Established Institutions Why can t we build an UX like that? Maybe we should buy them? Let s outsource UX to these guys

7 Trend Driving Opportunity 2 The Race to a More Predictive State AI, Machine Learning, Chatbots, Voice With Salesforce, we can keep enhancing not only our processes but also the customer experience. We can now think smarter, act faster, and grow quicker. Intelligence Powering Cross- Team Collaboration Intelligence Powering How Relationship Managers Engage Intelligence Powering Direct Consumer Experience PredictionIO NBA Einstein Discovery Marketing Journeys, Self- Service / Chat

8 Trend Driving Opportunity 3 Regulatory Pressure Driving Digital Transformation Data Privacy, Investor Protection and Open Banking initiatives are creating selling opportunities for Salesforce Open The Data Safe Box PSD2 Protecting Investors Driven by MiFIDII Needs-Based Sales Practices Drivin by OCC & CFPB Guidance Data Privacy Driven by GDPR Competition Driven by Open Banking Digital Transformation

9 Customers are looking to bring the digital experience of their lifestyle Consumers: into banking Higher Expectations & More Choices Your Customer s Lifestyle

10 Today there is a fundamental disconnect across channels `` Channels Branch, ATM, Contact Center, Online, Mobile, Social, Processes Marketing, Sales, Underwriting, Origination, Service, Analytics Lines of Business Retail, Mortgage, Lending, Private, Wealth, SMB, Insurance Systems Core Banking, Cards, Payments, BPM, Audit, MIS

11 Meet Steve Steve s got a new job and wants to move closer to his girlfriend Nicky. Time for his first mortgage. He already holds an Cumulus Current Account, but has never spoke to Cumulus about mortgages before.

12 UK retail bank Spanish retail bank Steve is starting to look for a new house Steve use digital channels to start his search and Cumulus get insights in to Steve s engagement and can target the right Ads at the right time.

13 UK retail bank Spanish retail bank Individualised targeting Sarah works in Marketing for Cumulus and is currently working on the campaigns around mortgages. She s looking at Cumulus s customer analytics, combining with anonymous visitor data, looking for trends and new audiences.

14 German retail bank UK retail bank MENS WOMENS KIDS GEAR ELECTRONIC S COMMUNITY LOGIN CART Wealth of information As Steve clicks on the ad he is brought to a community with useful information for first time buyers.

15 UK retail bank Cumulus.co.uk MENS WOMENS KIDS GEAR ELECTRONIC S COMMUNITY LOGIN CART Digital Human support He has the opportunity of talking to an advisor along the process.

16 A few days later Mail First Time Buyer New Blog Post! New Blog Post!. WEB VERSION He receives a personalised message about a new blog post that might interest him, so he goes back to Cumulus to have a look. Steve, We ve got a new First Time Buyer Blog Post! Read more Hello Steve Our latest blog for first time buyers has just been published and we ve got lots more for you! Check out our blog. Read more Note: Your home may be repossessed if you do not keep up repayments on your mortgage.

17 German retail bank MESSAGES 1m ago Whilst on the move Rachel gets a high priority alert! She has a new lead! Hi Rachel, you ve got a new lead. Please check your Inbox. Slide for more

18 US retail bank Working on the priority lead Rachel who works for Cumulus looks at the priority lead details, she is able to see any information Cumulus has about Steve and all the information he has inputted online. Used mortgage simulator Browsed mortgage community Clicked on Facebook ad She get the support of artificial intelligence in understanding the propensity to buy and crossselling opportunities. is valid Address not filled

19 Rachel, You ve got new Track It alerts Inbox (8) (8) From: Cumulus To: To: Me Me Broker Track it WEB VERSION Items in your cart have been New Message! saved. WEB WEB VERSION Thanks for purchasing a TrailFit During the process Steve gets regular alerts during the application process to keep him up to date and informed of next steps. You re well on your way to improved fitness and health. Rachel, You ve got new Track It Next, get to know your device more closely and download alerts the app You ve to optimize your got workouts, a new track your secure goals, and more! message in our application hub Get it on ios Get it on Android Hello Steve You ve got a new secure message in our application hub Read Message Read more Note: Your home may be repossessed if you do not keep up repayments on your mortgage.

20 Steve s new apartment! The process is completed and Steve is ready to move in the new apartment!

21 Thinking about re-modelling? UK retail bank Cumulus knows Steve might want to remodel parts of his flat and propose support in finding contractors as well as helping with financing.

22 Spanish retail bank Real time offers based on PSD2 requests Cumulus monitors PSD2 request to access Steve profile information they have made available through APIs. Depending on the requestor, the frequency of the request, the customer relevance and risk profile Cumulus can trigger real-time offers for Steve.

23 In summary the Bank of the Future is CONNECTED INTELLIGENT REAL-TIME

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