Engaging Our Customers in an Omni-channel World. Staffan Ivarsson, Head BIO, Digital Banking, Swedbank

Transcription

1 Engaging Our Customers in an Omni-channel World Staffan Ivarsson, Head BIO, Digital Banking, Swedbank

2 W a n t e d P o s i t i o n S, td oi cg ki ht oa Engaging Our Customers in an Omni- Channel World Stockholm, November 2017

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4 W a n t e d P o s i t i o n S, td oi cg ki ht oa Wanted Position and Channel Strategy

5 Who we are STRATEGY An available full-service bank We enable people, businesses and society to grow. VISION Open Simple Caring VALUES Low risk Offering based on customer need and expectations Promoting a sound and sustainable financial situation for the many households and businesses. MISSION High cost efficiency Stockholm, October 2017 Engaging Our Customers in an Omni-Channel World

6 Swedbank has defined a Wanted Position Stockholm, October 2017 Engaging Our Customers in an Omni-Channel World

7 The Channel Strategy We provide a frictionless customer experience in all channels Our daily banking offering is fully digital We are the primary financial access point for our customers. Our local presence and personal service complement our digital offering Stockholm, October 2017 Engaging Our Customers in an Omni-Channel World

8 The roles of our channels Digital/self service Daily banking including financial control and transactions Internet and mobile bank Virtual assistant Social media Automated advice and sales Front end to robotized processes 90 % 10 % Physical/assisted Guiding and on-boarding Serve complex needs Advisory at life changing events Customized product offering and pricing model Stockholm, October 2017 Engaging Our Customers in an Omni-Channel World

9 W a n t e d P o s i t i o n S, td oi cg ki ht oa Digitalization

10 We have a good position

11 Fast transformation Monthly logins in digital channels Sweden Monthly logins in digital channels Baltics 140,000, ,000, ,000, ,000, ,000, ,000,000 80,000,000 80,000,000 60,000,000 40,000,000 20,000, ,000,000 40,000,000 20,000,000 0

12 Key digital projects Nina PSD2 & Open banking Future Lending Platform Next steps: Robo-advise Card linked offers Digitalize corporate Proactively guidance using algorithms Nina + robotics + AI CRM and Campaign Stockholm, October 2017 Engaging Our Customers in an Omni-Channel World

13 W a n t e d P o s i t i o n S, td oi cg ki ht oa Open Banking

14 We have always worked with innovation INTERNAL WITH OTHER BANKS WITH FINTECHS Innovation is constant, it s HOW we innovate that is changing! Stockholm, October 2017 Wanted Position, digitalization and the journey forward

15 Be where the ideas grow INTERNAL INNOVATION PROGRAMME START-UP COMMUNITY COLLABORATIONS FINTECH COLLABORATIONS

16 Supporting processes Stockholm, October 2017 Engaging Our Customers in an Omni-Channel World

17 Open Banking infrastructure BANK CUSTOMER Data API/Bank as a platform Fintechs as outsourced R&D Products Back Middle Front Stockholm, October 2017 Engaging Our Customers in an Omni-Channel World

18 Collaboration possibilities with us 4 3 Embed 3 rd party service in Swedbank channel Active relationship, Premium API To launch big, you need to become a commercial partner 2 Open API test access Anyone is welcome to innovate in small scale 1 Minimum relationship, PSD2 API October 2017 Engaging Our Customers in an Omni-Channel World

19 Customer value Base Aggregation and open banking Categorized and uncategorized Transactions Account view Effortless overview and insights with Spending graphs Give insights and trend tracking Monthly & weekly reports Channel for engagement, serving insights in Activity feed Give improved overview and insights by including external payment accounts Categorized transactions in Spending graphs, Activity feed & reports Value added services future possibility e.g. card linked offers (CLO) Stockholm, October 2017 Engaging Our Customers in an Omni-Channel World 19

20 A glimpse of our coming activity feed concept interaction, sales and service capabilities 1. A new way of engaging with the customers 3. Relevance is the key everything in the feed should be connected to an insight about the customer behaviour 2. Trigger the customers to log in more frequent and stay longer, to build loyalty (and enable future sales) Categorized transactions User events Link to weekly reports Proactive sales and service Link to monthly reports Stockholm, October 2017 Engaging Our Customers in an Omni-Channel World

21 Customer statement: I have the best bank - my app has a meeting place as well October 2017 Engaging Our Customers in an Omni-Channel World

22 W a n t e d P o s i t i o n S, td oi cg ki ht oa

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