Customer Digital Experience

Transcription

1 Bradesco Customer Digital Experience Maurício Minas EXECUTIVE VICE PRESIDENT

2 Top 25 banking brands Source: BrandFinance 2015 Rank Brand Name Domicile Brand Value 1 Wells Fargo United States 34,9 2 ICB C China 27,5 3 HSBC United Kingdom 27,3 4 China Cons truction Bank China 26,4 5 Citi United States 26,2 6 Bank of America United States 25,7 7 Chas e United States 24,8 8 Agricultural Bank Of China China 22,7 9 Bank of China China 20,4 10 S antander S pa in 18,7 11 BNP Paribas France 14,9 12 MUFG Japan 14,5 13 Barclays United Kingdom 14,2 14 Royal Bank Of Canada Canada 12,5 15 Bradesco Brazil 12,4 16 J.P. Morgan United States 12,0 17 UBS Swit zerland 11,6 18 TD Bank Canada 11,1 19 Deutsche Bank Germany 11,0 20 Goldman Sachs United States 9,4 21 Capital One United States 9,4 22 Credit Suisse Swit zerland 9,2 23 It aú Brazil 9,0 24 Morgan Stanley United States 8,9 25 China Merchants Bank China 8,9 (US$ Billion)

3 67.8 Million Clients 45.8 Market Cap US$ Billion 5.8 U$$ Billion Annual Net Profit Total assets US$ 332 Billion Insurance 29% of conglomerate profits Wealt h management 15 offices Loan operations US$ 149 Billion US$ 103 Billion corporate US$ 46 Billion retail Cards CAGR : 15% US$ 21.8 Billion billings 110 Million plast ics Consumer financing + US$ 31 Billion Source: Economic and Financial Analysis Report 2Q/2015

4 1 Billion transactions/month 7% Physical 8,074 Branches 49,722 Correspondent banking outlets (Bradesco Express) 1 B illion trans actions /month Mobile Internet B anking Corporate ATM Internet B anking Individuals B ranches B rades co Expres s Contact Center 93% Digital 20% 34% 27% 27% 21% 17% 18% 13% 5% 5% 3% 4% 4% 2% Aug/14 Aug/15

5 Customer relationship development Analytics Big data Business regulation and Cust omer behavior Real time offer at contact point Unt il 1995 S ingle channel offer 2008 Multi channel offer 2010 Cros s channel offer 2012 Multi channel Omnichannel Digita l bank (2016)

6 Customer relationship integration Customer journey in real t ime, delivering captivating experience Digital and personalized relationship with continued experience Digital integration Offer, information, sales and efficient digital conversation in real time R&D Customer experience for continuous innovation Data analysis and Customer overall view

7 Consumer behavior: from phys ical to digital proces s Traditional approach SELL FIRST ENGAGE LATER Digital CREATE EXPERIENCE ASSOCIATE SALE Increase recognition through PRESENCE Increase recognition through DIGITAL R E LAT IONS HIP CRM CROSS/UP SELLING SELL (whatever the Bank wants to sell) LOYALTY (t hrough the bank manager) CRM CROSS/UP SELLING (s ocial media integration) PERSONALIZED sale (whatever Customers want to buy) LOYAL FOLLOWER (functionalities, services ) Pos itive experience RECOGNIZE Customers PROFILES S ource: B CG Ana lys is

8 Internal innovation Open innovation New digital reality Cus tomer experience Strengthens the relationship Increases sales New business model New products for the digital universe Personalized offer Digital channels evolution Migrate from expensive to cheaper channels Need for constant innovation Speed of development/delivery Transfer the back office to the Customer

9 Social Networks Bradesco Next Mobile Contact Center ATM Internet

10 Bradesco Next Experimentation Customer learning User experience Customer Localization in the Branches Welcoming Customers Introducing Customers to Managers Sales by inclination Wi-Fi in the Branches Digital activation of Customers Digital technology Individual Customer support Digital Advisory Point Managing lines CRM for physical sales

11 Mobile New App Net Empresa PUSH Business Chat/video with s pecialis ts Wearables Connected car APIs allowing business to be carried out Check deposit B rades co Wa llet with NFC

12 Internet Tagging and CRM APIs allowing business to be carried out Geolocalization Strategic partnerships M- Token Digital validation of transactions

13 ATM Big Data fraud prevention Prescheduled withdrawal via Mobile Integration of Channels Recycler Money deposit in real time Intelligent check deposit Clearance by image Biometry

14 Contact Center Voice command Wat son Artificial cognitive computing Customer support, wealth management and health insurance Voice biometry Multi channel s upport Single line ( , SMS, Chat )

15 Social Networks Business activation (CRM/ APP Inst all) Influencers ecosystem UX Facebook F. Banking Simplified transfer Crowdfunding Gamification Brand advocates

16 New game New s kills Digital Data acquis ition & analytics CRM Cus tomer Experience S ocia l Networks Staff profile Data scientist St ory-teller (experience designer) Behavioral psychologist Risk algorithm s pecia lis t Community advocacy builder

17 Thank you