I m Azhar. I work for

Transcription

1 HELLO I m Azhar. I work for

2 Digital challenges in Banking. How ready is your bank to empower digital customers

3 Digital Content impacting our lives Yesterday Now..

4 Digital Content impacting our lives Yesterday Now..

5 Digital Content impacting our lives Yesterday Now..

6 Digital Content impacting our lives Yesterday Now..

7 Digital Content impacting our lives

8 Digital Challenges (understand digital capabilities) What are right digital apps to understand customer spending habits and their money management skills? Online Interactive tools on bank websites Leverage on Facebook features, Google chrome etc. Rapid growth of customers using online services instead of conservative method of banking counters How reliable is the online banking platform to cope up with? Customer behaviors on banking changed radically Use Internet to gather product/service information Anticipate banks to understand their needs and provide tailored solution for them Security Cyber attack, DDOS, Malware (Melisa, Warcry etc.) Redesign products and services offerings to align to the new digital technology Rethink how to hire, train and deploy frontline employees

9 Digital Challenges What is the most common mistake that Banks normally made in understanding their digital capabilities? Focused more on processing transactions rather than innovating around the customer experience! Retail bankers have been slow to weave new customer-facing technologies into the core of their operations (misalignment) *Research by Bain & Company

10 Opportunities The Growth of Internet Users in Vietnam Year Internet Users** Penetration (% of Pop) Total Population Non-Users (Internetless) 1Y User Change 1Y User Change Population Change 2016* 49,063, % 94,444,200 45,380, % 1,564, % ,499, % 93,447,601 45,948, % 2,849, % ,649, % 92,423,338 47,773, % 4,534, % ,115, % 91,378,752 51,263, % 4,441, % ,673, % 90,335,547 54,662, % 4,348, % Source: Internet Live Stats ( Elaboration of data by International Telecommunication Union (ITU), World Bank, and United Nations Population Division.

11 Opportunities The Growth of Internet Users in South East Asia Source: InternetWorldStats, APJ11, Reuters

12 Opportunities Number of smartphone users in Vietnam from 2015 to 2021 (in millions)* Source: Statisca

13 Opportunities vdfvdfvdf 2123

14 Opportunities Number of cash transactions less than 10% of total market transactions (s/markets, malls etc.) 70% on utility services 50% of total urban households 70% of Vietnamese age >15 own a bank account by 2020 Government may increase fees on cash payments and reduce fees on electronic payments Double digit growth of e-commerce transactions ( USD 4.07B in 2015, increased of 37% from 2014

15 Grab the Opportunities by Empowering Digital Customers

16 Empowering Digital Customers FOUR STRATEGIC REQUIREMENTS 1. Integrate your Sales Distribution Channels Full integration of online, mobile & interactive tools for simplified money management and sales of banking products Call centre service Reps as problem solvers to customers supported by state-of-the-art data systems (ability to achieve 1 st call issue resolution) Sophisticated and up-to-date CRM systems (Never ask customers for the same information twice!) Align online marketing campaigns with in-branch advertising

17 Empowering Digital Customers 2. Redesign Your Network and Bank Branches Steer digital customers to attractive websites, mobile apps and also ATMs (make them attractive and interactive) Branches are still important as product showrooms and place to seek expert financial advice Remove counters/teller windows replace with free Wifi, video conference & digital devices lounge, merchandise displays, mini café etc.) Hire and develop highly skilled customer Reps supported by the good interactive CRM system & digital gadgets

18 Empowering Digital Customers 3. Upgrade Your Service and Operation Platforms Traditionally, Banks operational requirements are based on their branches in different geographic footprint (decentralized) Redesign IT architecture based on Customer Experience instead of geographical locations (although in different countries) - centralized Example: Project Rainbow by Citibank in 2014 a common global banking platform serving more than 40 host countries. In Australia, Citibank could acquire more than 1 million customers despite having only 13 branches Gather all customer information online into a single CRM system as a core strategic competency Example: Commonwealth Bank Australia (CBA) consolidated its system operations from 23 DCs to only 2 DCs, focus on customer experience and tailored offerings accordingly. It helped to improve efficiency and boosted customer loyalty.

19 Empowering Digital Customers 4. Fortify and Reinforce Your Brand As digital technologies & customer behaviors shift competitive landscapes - Always anticipate potential rivals can be from anywhere Example: Paypal by Verizon, Google, Alipay, Fintech companies etc. Sharpen market intelligence and be alert on emerging competitive threats Tailor offers to customer needs and leverage on banks strengths to build stronger brand and earn customer loyalty

20 CMC Group subsidiaries and technology research institution Sales (million USD) TELECOMMUNICATIONS & IT SERVICE AND SYSTEM INTEGRATION SOFTWARE SERVICES TELECOMMUNICATIONS SERVICES Number of Employee Certificates

21 Corporate Overview Founded on 5/9/2008 TOP 4 Telecommunications service provider in Vietnam Growth of more than 25% in the last three years 45% foreign capital The one and only Telecom Infrastructure Service Provider in Vietnam with foreign shareholders 20 international POPs proactively connecting to the global network 08 data centers in Asia (Vietnam: 02, Malaysia: 03, Singapore: 01, Hongkong: 01, Thailand: 01) 40% of customers and partners of CMC Telecom are listed in top 100 global brands voted by FORBES Provide Telecom and IT Integration Services

22 International Capacity International submarine optical cables (AAE1, APG, A-Grid, Unity, Faster). International POPs in Asia. Capability to provide services around the globe together with Partners such as Time dotcom, Malaysia. Data Centers in Asia and a member of Asia Data Center Alliance (ADCA). Connection to all major content providers in the world.

23 One - Stop - Shop DATA TRANSMISSION INTERNET SERVICES DATA CENTER VALUE-ADDED AND IT SERVICES VOICE MANAGED SERVICE FBO/SBO Licensed Operator Various Solution Services Managed Service (8x5xNBD, 24x7...) Professional & Fast response

24 THANK YOU!