Credit Suisse s successful digital transformation - a look back and ahead Urs Lichtenberger, Head Client Platform. Nov 2017

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1 Credit Suisse s successful digital transformation - a look back and ahead Urs Lichtenberger, Head Client Platform Nov 2017

2 If you sense that things are changing faster than ever it s because they are MB $120, MB $99 1 TB ~$600 2

3 Resulting in an industry in transition Client Empowerment Digital Revolution Regulatory Tsunami 3

4 Expectations are changing fast Our Relationship Managers, 81% Want better digital tools 39% Say lack of digital tools will drive them to find a new job 56% Of Net Income is at risk due to client attrition from lack of digital Our High Net Worth Clients, 49% 67% More HNWIs are now willing to use automated advisory services 48% Are now looking at peer-topeer platforms for advice at least once weekly Source: World Wealth Report 2016, Capgemini 4

5 Ongoing Initiatives Rehaul PB APAC Platform to be digital ready Our Digital Journey in Private Banking Asia Pacific Client Reporting Core-Banking Front-Office Workplace Order Mgmt Systems Digital Private Banking started 2014 started in 2011 and continues Delivered a new client reporting solution for the Private Banking Asia Pacific booking centers based on vendor product Upgraded and harmonized under one instance the Temenos T24 core-banking solution for the Private Banking Asia Pacific booking centers Introduced a business process engine for the Private Banking Asia Pacific Front Office based on 2 vendor products (Temenos Wealth Manager and Appway) Automated front-to-back trading flows with a central compliance rule engine based on two in-house systems (My Solutions and Spirit Asia) Developed Credit Suisse s new award winning channel for Private Banking clients to access the bank s services digitally Sample of digital innovation Digital Private Banking Credit Suisse Invest See next sections for details Aggregation RM Ecosystem Client Activators Product & Sales Enablement RM Ecosystem started 2015 RM Client Mobility started 2016 Credit Suisse APAC started 2016 Optimized user experience for Front Office, building on functions, data & business processes from the renovated Private Banking Asia Pacific Platform Commenced the digital occupation of Client / RM interaction during physical meetings by renovating various processes. Partnering with Fintechs. First partnership recently announced with Mesitis and their client account aggregation product Canopy which has been integrated into Digital Private Banking. RM Mobility Data Platform Automation & Self Service 5

6 And to think through the broader business model implications New Client User experience Supported by a new Service Model Client-centric 360 view of client relationship Multi-channel Seamless service online - offline Personalized Client is alerted to relevant content Near-/real-time Data, processes, support in realtime Paperless Enabling a digital eco-system 6

7 Our Client App: a product roadmap in support of our Client Value Proposition ILLUSTRATIVE Portfolio Overview Watchlist Trading Tools Market News & Research Collaboration Tools Curated Content Biometric Access Risk Analyzer Token Free Login edocuments & Go Green Mobile Experience Credit Suisse Invest A Strategic Roadmap for future development New Features prioritised based on business strategy and client feedback Build in house, or partner with Fintech to deliver to Credit Suisse eco-system First release - our Minimum viable Product Enhancements to the Minimum Viable Product Additional Features A Roadmap of new features *Depending on the country of residence or incorporation, clients may not be eligible for access or certain features may be restricted or not available. 7

8 Fintech Partnership* to enable Aggregated Reporting and Analytics for our clients Clients Demand for: Consolidated view of Wealth Canopy s Unique Offering: Aggregation and Analytics How many Apple shares do I hold in total? UHNW clients typically diversify holdings across geographies and custodians New insights, need for advice from Trusted Advisor Canopy helps client to understand aggregated performance and exposure; Secure and Convenient via the app, data remains anonymous For illustrative purposes only * Canopy is a 3 rd party account aggregation service offered by Mesitis which can be accessed via Credit Suisse Private Banking Asia Pacific app by clients (Booked and Managed in Singapore) who have subscribed to the service with Mesitis. 8

9 Combining Technology with Human Touch delivering the new Credit Suisse Invest advisory offering Interactive and transparent monitor and track client s Credit Suisse Invest portfolio, against their selected model portfolio Detailed and extensive comprehensive reports on portfolio quality with ability to drill down into the details and highlight risk issues that require client s attention Accurate and timely notifications on latest investment ideas and market updates, customized to client s chosen strategy and preferences Convenient and user-friendly 24/7 online access with ability to make contextual contact directly to the Relationship Manager via the app. 9

10 Client traction on the platform is strong Scalable offering in place and strong momentum in onboarding of clients: 12.6x 2.1x Scalability of offering (geographies, client types, devices, features) Client engagement is high, with focus on key features and rapidly increasing execution rates User engagement Material top and bottom line impact 4x 11x 1.5x 12 logins per month (with increasing trend) ~7 pages per login H1 H Trade Volume H H H Trade Value H Average number of trades per client within a month 10

11 and our efforts have been recognized across the industry 11

12 Clients Access the Digital Private Banking Suite, Relationship Managers Benefit from RM Ecosystem Clients Utilize Credit Suisse Private Banking Digital Capabilities Award-winning digital platform for both Mobile Devices and Desktop Clients are able to check portfolio details and market news, access to CS Investment Strategy and Research materials as well as trade equity and FX Client Facing Employees (Relationship Managers) Utilize the internal digital platform RM Ecosystem Provides all information and capabilities needed to serve our clients in the best possible way Connects to various systems on the technology platform and integrates processes for Front Office Simple Smart Seamless Intuitive app-like interface is simple to use Key client information is surfaced drill down into all details that are needed Google-like search across client, positions, documents, research, and more Market impact on clients at a glance Integration of Platform capabilities from Core Banking, Trading, DPB and Research Time saving by integrating FO processes 12

13 RM Ecosystem is the extension of our Multi-Channel Service Model to the RMs Elements of the Multi-Channel Service Model Supporting RM ecosystem features Client-centric 360 view of client relationship Personalized Clients can opt to receive multiple notifications including on trade status, market data and new documents Near real-time Processes and systems must support 24/7... Synchronized client view RM has same source of data as client, but with greater analytical power Sharpen the focus for RMs Simple, intuitive user experience Fast access to key information needed for serving clients Tailored view of what matters most for the client and RM Multi-channel Seamless service across online and offline, embracing appropriate Fintech capabilities and offerings... Paperless Digialtising key processes to satisfy client demands... For illustrative purposes only Streamlined processes View on orders placed by client, task planning for RM and targeted updates on priority workflow status Digitization & Mobile support On-the-go via tablet, with e-signature & ID Scan capabilities Key business process workflows digitalised and easily accessible 13

14 Building an Agile delivery capability: how was it different from our traditional IT Program? Empowered Teams: small, agile, accountable & quick decisions Collaboration: Co-location of business and IT, and embracing Fintech to bring new capabilities to clients Quality: Pairing developers to improve quality Communications: Daily stand ups with instant communication Agility: Automation of integration, deployment and testing Client-centric: From building for clients to building with clients Source: Credit Suisse 14

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16 Important Information This document was produced by and the opinions expressed herein are those of Credit Suisse AG ( Credit Suisse ) as of the date of writing and are subject to change. It has been prepared solely for (i) information purposes, and (ii) the reference of the recipient. It does not constitute a request nor an offer or recommendation by or on behalf of Credit Suisse to any person to buy or sell any particular investment product or to participate in any other transactions. The only legally binding terms are to be found in the applicable product documentation or specific contracts and confirmations prepared by Credit Suisse. No offer of any interest in any product will be made in any jurisdiction in which the offer, solicitation or sale is not permitted, or to whom it is unlawful to make such offer, solicitation or sale. Not all products and services are available to citizens or residents of all countries. Any reference to past performance is not necessarily a guide to the future. Although care has been taken to ensure that the information and analysis contained in this publication have been compiled or arrived at from sources believed to be reliable, Credit Suisse does not make any representation as to the accuracy, reliability and/or complet eness of the information and analysis contained in this document and does not accept liability for any direct, indirect, incidental, specific or consequential loss and/or damage arising from the use of or reliance on such information or analysis. The information contained in this document is for general purposes and is not intended (and should not be construed) as legal, accounting, tax nor financial advice or opinion provided by Credit Suisse. It is recommended that you independently assess, with your professional advisors as you may deem appropriate, the specific financial risks as well as legal, accounting, tax and financial consequences. The product /service/transaction which is the subject of this document may not be applicable or suitable for a client's specific circumstances or needs. A Credit Suisse affiliate may have act ed upon the information and analysis contained in this document before being made available to clients of Credit Suisse. A Credit Suisse affiliate may, to the extent permitted by law, participate or invest in other financing transactions with the issuer of any securities referred to herein, perform services or solicit business from such issuers, and/or have a position or effect transactions in the securities or options thereof. Neither this document nor any copy may be sent to or taken into the United States (U.S.) or distributed in the U.S. or to any U.S. person (as defined in Regulation S under the U.S. Securities Act of 1933, as amended). Neither this document nor any copy may be sent to, taken into or distributed in any jurisdiction except in compliance with the applicable laws. If you do not wish to receive marketing mat erials from us, please contact our Data Protection Officer at dataprotectionofficer.pb@credit-suisse.com (for Credit Suisse AG, Hong Kong Branch) or PDPO.SGD@credit-suisse.com (for Credit Suisse AG, Singapore Branch). The entire contents of this document are protected by copyright law (all rights reserved). This document or any part thereof may not be reproduced, transmitted (electronically or otherwise), altered or used for public or commercial purposes, without the prior written permission of Credit Suisse. 2017, Credit Suisse Group AG and/or its affiliates. All rights reserved. 16