Business Capability Accelerators Core Componentization Marvin Foest & Guy Hammon, FIS VPs Solution Architecture April 2017
The Financial Services Industry Regulatory Change $295 BILLION will be squeezed out of banks by regulators by the end of 2016 1 Competitors CONFLUENCE OF FORCES Information Security 2.1 TRILLION 73% data breaches globally by 2019 driven by the rapid digitization of consumers lives and enterprise records 2 of millennials prefer to have a digital relationship with a CU/bank 3 Technology Digital Expectations 60% 10 of banks worldwide will begin replacing legacy systems with third-party platform technologies to increase efficiencies 4 Since 2009, the 10 largest U.S. banks have more assets than all other U.S. lenders combined 5 2
CIOs face multiple transformation challenges Changes in customer and market behavior is compelling banks to transform Changing Customer Experience Digital expectations of a fully integrated digital experience Millennials expect personalized interaction, rewards for loyalty Social network impacts Innovation Big Data Machine learning Cloud computing Open service architectures Siloed Legacy Systems Decrease time-to-market Simplify integration Evolve to customercentric approach Evolving Regulatory Environment Complex cross-border issues PSD2, Open API mandates Basel IIII Impending Market Reforms Tighter Economics Drive to less expensive infrastructure Rapid Solution Integration Increased Automation Operating cost challenges Unconventional competitive forces Peer-to-Peer Lenders Cryptocurrency emergence Non-banks providing banking services (e.g., Retail providers, payday lenders) 3
The CIO Imperative: Grow Run Connect A modern platform must support and accelerate these three key business outcomes GROW Leverage a powerful combination of advanced customer centered analytics, flexible cross product promotional pricing, and advanced digital segmentation and delivery technologies. RUN Drive operational efficiency via analytics based automation, realtime processing capabilities, and cost effective infrastructure based on open source, cloud enabled architecture alternatives. CONNECT Enable faster time-to-market and simpler integration via a Java based API architecture that simplifies both legacy integration and the rapid deployment of new innovative Fintech solutions. 4
How do you engage consumers and create a market of one in a digital world? How do you leverage the next wave of digital analytics & capabilities to build stronger client relationships? 5
Why Customer Personalization & Enablement? In the retail banking industry, customers who are fully engaged bring 37% more annual revenue Fully engaged banking customers also have more products with their bank, from checking and savings accounts to mortgages and auto loans. Plus, they have higher deposit balances in their accounts than less engaged customers with the same products do to their primary bank than do customers who are actively disengaged. (FIS Pace Index 2015) 6
Common Modernization Focus Areas We are seeing clients express a strong preference for an incremental modernization approach which hollows out the core platform over time vs accruing the risk of any big bang type of program. Example focus areas: Regulatory compliance and fraud mitigation will continue to be High Priority and impact every IT decision a financial institution makes Product Bundling and Dynamic Pricing based on customer relationship with the bank Better utilizing analytics to understand and predict customer needs and identify profitable customers and branch inefficiencies Offering customers easier access to realtime, actionable information/data Building multi-country strategies with a single platform and user experience, regardless of location Each bank will modernize and evolve their banking capabilities with a sequence and timeframe aligned their business and technology drivers and their capacity to absorb and implement change into their environment. Banking Modernization 1.Digitally Enable Core Open Integration Framework 2.Extend Business Capabilities with Enterprise Business Components 3.Enable Customer Relationship Centricity 4.Customer Active Analytics - Digital Banking Integration 5.Improve Operational Model & Process Rationalization 7
Key Pillars of FIS Banking Modernization Enriched Customer Channels Touchpoints enabled by digital and mobile, allows credit unions to gather data beyond spend and provide greater insights to businesses and members Customer Active Analytics Improving data analytics to pinpoint member spending habits and locations to deliver wow moments OPEN APIs Open Systematics Banking Framework Digital API for integration to FIS Core and ancillary systems Seamless orchestration with straight-through and real-time processing Customer Experience Suite ENABLE ENTERPRISE COMPONENTIZATION CUSTOMER ACTIVE ANALYTICS Enterprise Product & Pricing Limits and Collateral Management Customer relationship-centric banking Revenue Leakage Management FIS Pinpoint Marketing FIS Pinpoint Offers Relationship Analytics Rapid and Innovative Banking Products Develop new teams focused on using new technologies to build new products and killer apps for your members ENTERPRISE CUSTOMER CENTRICITY Enterprise Customer Management Retail Corporate Commercial Affinity groups Commitment to Security Credit unions need to proactively address members security concerns to improve their technology adoption and trust NEXTGEN CORE REAL-TIME TRANSACTION ENGINE Next Gen Deposits & Lending Core Real-time, straight-through processing Reconciliation elimination 99.999% availability 24/7/365 Multiple Line of Business models 8
FIS Banking Modernization Banking modernization is critical to next-generation integration strategy Advanced Business and Technical Platform CUSTOMER RELATIONSHIP-CENTRIC TRANSFORMATION Flexible business flows and definitions: Rules-based Enterprise Product Factory and Pricing Engine simplifies flexible product creation and innovation in product and promotional pricing. Functionally Rich and Extensible: Already rich out of the box, the system is designed to easily extend the framework with additional capabilities Simplified Integration: Provides an extensive API Gateway, which exposes all functions to allow for rapid integration into a client s existing environment Key Attributes Analyticsdriven, Customer centric core design Enables a personal, intuitive Customer experience Real-time, highly efficient transaction processing Secure, highly scalable open banking platform Provides a 360- degree view of all interactions, and fully integrated with advanced member and pricing analytics Every function needed to deliver a personalized user experience is exposed by an easyto-use API gateway System designed from the ground-up to process transactions costeffectively, improving profitability Built using the latest JAVA, security, and database technologies, a truly modern and costeffective platform 9
FIS Component Banking Architecture Channel Layer Digital One A true omni-channel, socially integrated digital customer experience Kiosk Teller Consumer Omni-Channel Connect Banker FIS API Gateway Enterprise Layer Customer Experience 360 degree customer information, and analytics driven payments, product, pricing, and marketing functions. Analytics FIS Active Analytics Enterprise Customer FIS Product & Pricing Pinpoint Marketing Payments FIS Open Payments Framework FIS API Gateway Processing Layer Flexible, scalable, configuration driven product processing engines Arrangement Processing Processing Layer GFI Product Processors Corporate Systems 10
Modernization Prioritized Phased approach based on business value realized 1 Enable Up-sell and Cross-sell 2 3 4 Enable Relationship Banking Dynamic Packages and Dynamic Pricing Advanced Relationship Up-sell and Cross-sell Each phase incrementally builds upon previous phase for business capabilities 11
Life Event Banking The suite uses your own data to optimize the customer experience, strengthening engagement and loyalty and driving organic revenue and profit growth. The suite leverages advanced analytics to digitally predict client life events, understand relationship value, and deliver the right product, at the right price, at the right time, via the right channel to each and every client. 360 Customer View Life Event Driven Predictive Marketing Rapid, Agile Product Bundling Capabilities Dynamic, Relationship-based Pricing All supported by advanced data analytics and market-of-one functionality. 12
FIS Enterprise Foundational Business Components Value Benefits Enterprise Customer Drive Customer Relationship Centricity Enable Seamless Customer Digital Experience Improve Sales & Services through holistic & complete view Achieve Customer Information Integrity & Quality Enterprise Product & Pricing Improved velocity to market with single source for Products/Bundles across broader cross-lob spectrum Enriched Customer engagement with relationshipbased dynamic pricing 100% Clarity with full rate & fee transparency Predictive Marketing Targeted Offers based on Life Events Intelligent Campaign timing/execution via Always- On Right Offer to Right Customer at the Right Time within the Right Place Real-Time Campaign Success Monitoring/Reporting API Gateway Open Access to Capabilities across FIS breadth & depth of solutions and services. Developer Portal and Managed Access allows for Monetization within a Co-Pete vs Compete strategy with digital innovators 13
FIS Enterprise Extended Business Components Value Benefits Collateral & Limits Manage risk exposure across all LOBs and customer base Track and manage covenants and conditions Preference & Alert Management Centralize & Unify all Customer Preferences & Alert Configurations Externalize business logic from disparate channels & LOBs Tax & Regulatory Reporting Improve Data Management Enable efficiency for ongoing Regulatory & Tax Compliance Maintenance Identity Access & Business Process Management Centralize Identity Access Management with Digital Solution Leverage Pre-Integration Layer to new & innovative Authentication technology Improve complex service orchestration Digital One Achieve Omni-Channel Customer Experience & Interaction in a single assisted & un-assisted channel platform Consume & Leverage FIS Core Component Capabilities (i.e. Targeted Offers, Dynamic Relationship-Pricing, Alert & Preference Management Registration/Configuration) 14
FIS Customer Experience Suite A True Market of One Client Experience FIS CUSTOMER EXPERIENCE SUITE USES YOUR OWN DATA TO OPTIMIZE THE CUSTOMER EXPERIENCE, STRENGTHENING CLIENT ENGAGEMENT AND LOYALTY, AND DRIVING ORGANIC REVENUE AND PROFIT GROWTH. 1. Build Digital Relationships by Better Understanding Your Customer Leverage the integrated 360 degree view of customer relationships across all channels and lines of business. 2. Expand your Relationship by Increasing Product Ownership and Product Usage Utilize relationship pricing and dynamic bundling to build attractive offers 3. Digitally Driven Life Event Marketing Leverage predictive analytics to segment your audience and present relevant offers which match your client s financial needs and lifestyle choices. A True Market of One Client Experience 15
FIS Customer Experience Suite A Business Capability Accelerant and Core Modernization Journey OBJECTIVES SOLUTION BENEFITS Focus on early wins including enhanced customer experience Extend a more personal engagement with customers even through self service channels Make inroads into predictive Customer Life Events Reduce costs and improve operational efficiency Incremental modernization around a robust core Customer Experience Suite Enterprise Customer providing an integrated 360 degree view of customer relationships across all channels and lines of business. Customer Predictive Analytics FIS PinPoint Marketing Utilize real-time analytics to predict customers life events, and provides automated and targeted offers across all channels and the open Internet. Deepen and expand customer relationships at key life event milestones by identifying customer needs. Enterprise Product & Pricing provides the bank with product pricing that is based on the customers relationship with full transparency of Customer relationshipcentric banking Enriched customer experience based on key life events with targeted needs Increased customer service capabilities Improved product agility and speed to market Reduced business and technological complexity 16
FIS API Platform Value Benefits 17
Open APIs Fully Digital-enabled Core Robust and Extendable API framework supporting API Gateways, SOA and ESB, and Business Process Management Packaged SDK allows rapid, agile development of new APIs Support REST/JSON and SOAP/XML APIs Various levels of business granularity Ready to participate in AI platforms Highly Available SDK included Mediator Policies 18
Enterprise Customer 19
What is Enterprise Customer? FIS Enterprise Customer is a key component of FIS s Core Modernization Strategy, providing financial institutions with comprehensive customer information management across lines of businesses. It is an operational customer data management solution that delivers real-time information about customers and prospects. FIS Enterprise Customer allows organizations to communicate a consistent and complete view of customer relationships to internal agents as well as customer facing channels. 20
Enterprise Customer 21
Pinpoint Marketing 22
A Comprehensive End-to-End Marketing Solution 23
Key Lifestyle Indicators (KLIs) The DNA Powering the Next Generation of Banking KLI Categories: Product KLI Transactional KLIs Predictive KLIs Competitive KLIs Intent KLIs Demographic and Geographic KLIs Control Group KLIs K LI 2 7 K LI 9 K9 LI 6 1 K LI 8 6 K LI 2 8K LI 4 2 K LI 5 K4 LI 9 K2 LI 2 7 K LI 2 K9 LI 7 9 K LI 6 4 This is Katie and the set of KLIs currently assigned to her. As new data is received about Katie, her KLI mix will update 24
FIS Pinpoint Marketing = Responsible Marketing An Integrated, End-to-End Solution Pinpoint Marketing combines the complex functions of predictive analytics, campaign management, multi-channel message delivery and campaign reporting into one easy-to-use solution. SECURELY ACTIVATES ANONYMOUS DATA (NO PII) KLI KLI RELEVANT & TIMELY MESSAGES ACROSS CHANNELS KLI REAL-TIME & PREDICTIVE CUSTOMER ANALYTICS RECORDS THE 5 W S OF EVERY INTERACTION 25
Criteria of Responsible Marketing Ensure you have a strong Offense and Defense 1. Remove liabilities from the equation Utilize solutions that do not require Personally Identifiable Information (PII) to deliver relevance and personalization 2. Develop offers based on real-time data analytics & machine learning Ensure you are selling products and services that are relevant and meet customer demand 3. Record Cross-Sell and Up-Sell Activity Track the Who, What, Where, When and Why of every offer Increase Financial Wellness & Responsible Cross-Sell: Immediate opportunities exist to target consumers and businesses with messages that can increase their financial well-being and align customers with optimal products and packages to create a stickier relationship 26
PPM Case Study Business Checking Accounts Certificate of Deposit Accounts Consumer Checking Accounts First Mortgage Loans HELOC Loan Utilization Money Market Accounts Online Banking Second Mortgage Loans Various Service Products Here are the results: 28,508,156 KLI-Targeted Impressions Delivered 3,164 Product Conversions Attributed $111,266,340 Face Value Generated 1 3675 : 1 Impression Efficiency Rate achieved 2 The Bank began delivering 26 KLI-targeted cross-sell campaign to customers on their public website, online banking site (OLB), and the Open Internet for the following products and services. 5.25% Conversion Rate achieved 3 1 Face Value: Value of all the aggregated products opened tied to a specific campaign 2 Impression Efficiency Rate: The average number of KLI-targeted impressions served to influence one conversion 3 Conversion Rate: The percentage of unique individuals who were served a KLI-targeted impression and took the desired action 27
HELOC Utilization Campaign Results Encouraging Product Utilization and Behavior Change with Personalization 71,606 KLI-Targeted Impressions Delivered 1,834 Unique Customers Engaged 554 HELOC Lines Drawn $37,348,040 Face Value Generated 1 129:1 Impression Efficiency Rate achieved 2 30.2% Conversion Rate achieved 3 1 Face Value: Value of all the aggregated products opened tied to a specific campaign 2 Impression Efficiency Rate: The average number of KLI-targeted impressions served to influence one conversion 3 Conversion Rate: The percentage of unique individuals who were served a KLI-targeted impression and took the desired action 28
Second Mortgage Campaign Results The Open Internet Drives Dramatic Results Ability to engage with customers up to 5x more than on owned digital properties. 397% increase in cross-sell conversions after adding the Open Internet 38% Open Internet Channel 35% Both Channels 73% of sales were influenced by the Open Internet 27% Banks's Public Website & OLB 29 29
Enterprise Product & Pricing 30
Enterprise Product & Pricing Integrated Suite Enterprise Product Catalog & Bundling Pricing Rules, Policies, Structures & Calculation Engine Relationship Analytics, Customer Relationship Score & Reporting Product/Bundle/Pricing Simulations 31
Enterprise Product & Pricing Innovative Capabilities Centralized product management A single repository product repository Tailor product attributes to customer needs Product suitability/eligibility Product bundling Product history/lifecycle management Self-serve product selection Relationship pricing and pricing governance Standard and exception pricing Products, bundles, individual customers and segments Manage fee waivers and refunds Ongoing pricing changes Rate management Promotional pricing campaigns Automated, consolidated billing Combine billing into one invoice/statement Customize billing hierarchies and preferences to suit customers needs Communicate the value of the relationship Offer Management - What-if simulation and analysis Pre-test impact of price changes on revenues and profitability across client relationship Store past simulations for future comparison Offer management Create accurate, profitable proposals/offers Tailor offers to specific segments Integrate with customer-facing channels Bank-wide loyalty programs Create multi-product loyalty programs across the entire customer relationship Allow customer to choose their own benefits and redeem online Allocate costs to respective business units Predictive analytics Relationship analytics and offer curation Loyalty analytics: Customer Engagement Score and behaviour-based segmentation 32
EPP Relationship Analytics Customer Relationship Score Product Ownership & Balance Movement Length and Breadth of Relationship Customer Relationship Score Transaction Volume & Patterns Customer Interaction Experience & Opportunity Use the CRS to develop a differential strategy for pricing, retention, experience, and product penetration >750 550-750 350-550 150-350 Best in Class Relationship Strong Relationship Moderate Relationship Weak Relationship *The higher the score, the stronger the relationship Customer Relationship Score is fully configurable by a financial institution Precisely measure quality and strength of the customer 33
Core Modernization Caselet 34
Major N.A. Global FI Modernization through a component strategy OBJECTIVES SOLUTIONS BENEFITS Incremental modernization in phases that provide continuous capability delivery over the next 3-4 years in multiple releases starting in 2016 Focus on early wins including incremental business revenue through cross sell and upsell Reduce costs and improve operational efficiency Extend cross sell to self service channels Make inroads into Customer Lifetime Journey A business enablement output based plan/proposal to modernize the current core banking platform. FIS solution offering includes: Assist in the definition and planning of the Next Gen solution scope and requirements (EC EPP, PPM) Deploy foundational components to enhance Up-sell and Cross-sell capabilities. Enterprise Customer Enterprise Product and Pricing PinPoint Marketing Provide overall program management across sprint delivery of phased incremental modernization Deliver a series of foundational core capabilities through SDT (Solution Design Test) and BTC (Build Test Certify) sprints. A Next Gen & Digital First solution will further drive additional efficiencies of scale, leveraging common products, platforms, and processes while improving agility and business value. Customer Relationship Centric Banking Increased Customer Service Capabilities Improved Product Agility and Speed to Market Enriched Customer Experience via Key Life Events and Targeted Needs Reduced Business and Technological Complexity 35