How will technology shape the future?

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2 How will technology shape the future? Pre-industrial Industrial revolution Early digital Recent digital

3 What s driving the pace of change today? Continuous cloud services Consumer-driven experiences

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5 What We Hear from Financial Services Clients Take advantage of social media & mobility to attract new generations Improve sales behaviors & service levels for organic growth through customer acquisition and retention Help us Gain greater risk insight & business insight across the organization Modernize my legacy to improve IT cost ratios as well as configurability

6 World Retail Banking Report 2012 Surveyed over 18,000 bank customers across 35 countries Top 3 with highest loyalty risk in Asia China 82%; Taiwan 80%; Vietnam 69% Singapore at a 53% loyalty risk The Philippines at 44% Netherlands at 29% has lowest loyalty risk; US is at 38% Putting the customer at the center of all decisions (IT and business) will be a fundamental change in culture for Financial Institutions to survive against competition

7 A Simple Vision For A Real-Time World A financial institution must be present in the financial lives of its customers any time, any place, on any device, across any channel

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9 Projected Percent Increase in Transactions by Banking Channel in 2012/ % 6.87% 8.50% 3.10% 0.07% 0.61% Tower Group 2012 Financial Services Survey shows growth rate in the mobile channel far outpaces the other channels.

10 Social Is The Customer Advisory Board 44% of consumers complain via social media 1 in 3 customers say that comments on social media influence their buying decision 85% of the consumers who complained ultimately changed providers 20% expect a response within 1 hour via social media 65% of companies are deploying at least one social software tool

11 The new multi-channel Collaborative sales scenarios Mobile and Online banking and payments Single portable experience Seamless and secure communication And more

12 Branch

13 Enhance Customer Experience Single view of customer Increase internal efficiency, communication & collaboration Cost effective, enabling technology Seamless integration between channels DBS Remix Branch Standard Chartered in Korea Che Banca, Italy

14 The Future, the Connected Branch A new Collaborative era between the Bank and the Customer Transactions Lead Generation Sales support Process Fulfillment Remote Advisor Security Management Collaboration & Communication

15 Enabling a New Financial Experience Improve the customer financial experience Take full advantage of touch-optimized experiences- Intuitive touch and inking experience built into applications, allowing financial employees to easily check presence via Lync, start video conferences, adjust loan simulations or other calculations Customer greeted at bank Branch employee launches loan calculator - Excel Services loan calculation to customer Checks advisor status- Lync on touch-enabled tablet Adjusts loan calculator touchenabled on PixelSense Customer receives on mobile device- views in Excel Web App Touch to video conference Views monthly payments Satisfied customer Benefits Consistent experience across multiple channels Provide superior customer service, improving retention and acquisition As well as supporting cross-selling, up-selling Future of the branch vision by Microsoft and BNP Paribas

16 Unique Portfolio Provides A Consistent, Seamless Experience Across Customers Helping Drive Your Mission Critical Needs Search/social media Innovation and user experience Mobile and other devices Front office Core IT and cloud From The Consumer To The Enterprise

17 Didier Ache Financial Services Industry Director - Asia Microsoft Corporation Didier.Ache@Microsoft.com Office: THANK YOU