Temenos Regional Forums. 24 July 2018 Sydney, Australia

Transcription

1 Temenos Regional Forums 24 July 2018 Sydney, Australia

2 Conversational Customer Engagement Dharmesh Mistry, Chief Digital Officer, Temenos Tuesday, 24 th July 2018

3 Agenda 1 Banking is changing 2 Conversational Banking 3 Digital engagement 4 Q&A 5

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5 Banking transactions have moved to digital channels 5 BCG: Banking on digital simplicity

6 Banking interaction has moved to mobile and online 6 90% of total interaction online/mobile 12% of sales online/mobile

7 The Customer Journey Today Nonlinear, Complex, Individual, Spontaneous, Unpredictable AWARENESS ADVOCACY DECISION SOCIAL POST REVIEW CONTACT CENTER CHANGE ADDRESS USE PRINT DIGITAL ADS ADD FEATURE USE PRODUCT JOIN GROUPS MAKE PAYMENT SUPPORT PORTAL CONTACT CENTER ACTION WEB DISCOVER NEED WORD OF MOUTH AGENT RECEIVE OFFER CONTACT CENTER WEBSITE AGENT BRANDED COMMUNITIES ADDITIONAL PURCHASE AGENT TV SOCIAL RESEARCH WEBSITE CONTRACT USE PRODUCT RECEIVE INFORMATION HELP & SUPPORT COMPLAINT RECEIVE OFFER REFER FRIENDS SEARCH KEYWORDS REVIEWS ADD FEATURE SUPPORT PORTAL FIX ISSUE CONTACT CENTER WORD OF MOUTH INTEREST ACTION WEBSITE USE CONTACT CENTER BILLING ISSUE AGENT SOCIAL LOYALTY BONUS ADVOCACY SOCIAL DECISION

8 Ease of use and reach Banking channels and interactions are changed 8 ATM Telephone Banking Online Banking Mobile Banking Conversational Banking Open Banking standards published Terminals Text Interface PC s Graphical Interface PC s Browser Interface SmartPhone Apps Conversational Interface

9 Chat vs Voice 9 Personal device Private Proactive Social device Open Reactive

10 Benefits of conversational banking 10 Common Interface Zero Install Convenient

11 Branch Call Centre Relationship Mgr Internet Mobile Social Chat Bot Voice Personal Assistant Open Banking IOT User Defined Virtual Augmented Thought control The channels new channels landscape landscape. is growing 11 App s API s Assisted Self Service Conversational Ecosystem Virtual Trained Staff/Users Customers Customers Customers Customers Functional UX Usable UX Minimal / no UX No UX Surreal UX Task / Role driven Transactional driven Transaction driven Embedded experience Experience driven Bank vocabulary Bank vocabulary Users vocabulary Technical (API) Mixed Green screen, Windows or browser Mainframe or Client / Server or Web 2 Tier Responsive Web / Native Mobile Web + SOAP 3 Tier / N Tier Instant Messaging / Device REST APIs / Intent Mapping +micro flows Cloud NLP and beyond REST API s Disintermediated End User Orchestration Virtual experience design

12 Current customer engagement techniques are very cluttered 12

13 A single decisioning platform simplifies communications 13

14 The Paradigm Shift 14 Digital Engagement Temenos has created a truly dynamic, decision-based marketing tool for targeting customers with the best and most timely offer Fully integrated with your transaction and customer data to drive operational efficiency, increase revenue and customer engagement

15 The single brain triggers engagement using our 4D model 15 Record Analyse Learn Capture real time events Single brain analyses all data sources, and prioritises communication Right message in the right channel to the right person Customer experience analytics Detect Decide Deliver Discover

16 Key benefits of Digital Engagement 16 Empower the Business Reduced time to market & cost of campaigns Increased conversion & deeper customer insight

17 Strong digital capabilities drive exceptional performance 17 BCG: Banking on digital simplicity

18 18 Assistant Focus: Lifestage / lifestyle Purpose: Empathise / Manage Tech enabler: Orchestration Advisor Focus: Goal Purpose: Advise / Action Tech enabler: Digital Engagement Channel Focus: Task Purpose: Transact / Inform Tech enabler: PFM

19 Any questions?

20 Thank you!