A S S E C O S E E C O N S U LTA N C Y:

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "A S S E C O S E E C O N S U LTA N C Y:"

Transcription

1 solutions for demanding business A S S E C O S E E C O N S U LTA N C Y: DIGITAL TRANSFORMATION IN BANKING F a s t - f o r w a r d B a n k i n g : T h e P o w e r o f D i g i t a l T r a n s f o r m a t i o n B u c h a r e s t, 0 2 nd J u n e Piotr Widacki, Head of Consultancy, Asseco SEE 1

2 Why digital transformation? solutions for demanding business solutions for demanding business 2

3 Uber - the world s largest taxi company that owns no vehicles 3

4 Facebook the world s most popular media owner, creates no content 4

5 Alibaba the most valuable retailer, has no inventory 5

6 Airbnb the world s largest accommodation provider, owns no real estate 6

7 Digital transformation provides measurable benefits 96% of transactions directed to remote channels (Alior Bank, Poland) 55% of credit card sales effected through digital channels (Alior Bank, Poland) 94% of transactions end-to-end automated (AIB, Ireland) 32% of all sales effected through digital channels (AIB, Ireland) >180% increase in cross-sell effectiveness due to advanced online tracking and analytics (AIB, Ireland) increase in cross-sell from 0,5 to 11 new products sales for average 1k logins to enhanced internet banking system (mbank, Poland) 15% overall reduction in branch operating costs in 2 years (AIB, Ireland) Sources: Case Study: AIB Puts Its Customers At The Heart Of Digital Transformation Forrester Research 2014; Alior Bank press conference, Warsaw 2012; mbank press conference, Warsaw

8 solutions for demanding business What do we offer? 8

9 ASEE Consultancy main areas of expertise Multichannel banking Customer acquisition and online sales Franchise development Financial data aggregation We provide direct access to internationally recognized solutions and European best practices. 9

10 ASEE Consultancy: Digital Banking Strategy: strategies for multichannel banking digital transformation bank and telecom joint venture Optimization: increase of online banking users penetration rate review of UI/UX enhancement of business processes Market review + innovations: benchmarking social media in banking brainstorming sessions innovations creation 10

11 ASEE Consultancy: Customer acquisition and online sales Strategy: online customers acquisition and new product sales remote customer onboarding process Optimization: user experience improvement conversion rate optimization cross- and up-sell processes 11

12 ASEE Consultancy: Franchise development solutions for demanding business What is franchising: granting of a license by one person (a franchisor) to another person (a franchisee), that entitles a franchisee to operate under the brand of franchisor franchise market is still developing in many industries, including financial sector and number of franchise networks and franchise branches are increasing How we can support: Initial package: feasibility study and comprehensive material for go/no-go decision Franchise network creation consultancy start-up projects Existing franchise network restructuring and optimization consultancy Consultancy in the area of franchise business processes, agreements, remuneration and motivation systems Consultancy in the area of IT systems development 12

13 ASEE Consultancy: Financial data aggregation solutions for demanding business Customer acquisition process Credit scoring and application process PFM Finance Management tools Possibility to verify and identify new customer remotely by using data from other bank. Credit process can be automated and made selfservice. It is user-friendly and saves money for financial institutions. Better insights and improved management of your finances. 13

14 Why ASEE consultancy? solutions for demanding business solutions for demanding business 14

15 Why ASEE consultancy? solutions for demanding business combination of strategic consulting approach with extensive in-house implementation experience hands-on experience from internationally awarded projects proven strategies, processes and solutions verified in various markets approach focused on customer experience and engagement we engage local experts with knowledge and experience from local markets 15

16 Direct access to internationally recognized solutions We provide direct access to European best practices: reference visits meetings with experts in various areas (strategy, channels coordination and development, IT development, remote distribution management) do s & don ts lessons learned 16

17 Potential goals and benefits Main goal: significant increase in customer acquisition and sales together with decrease in total service cost due to new technologies adoption and solutions optimization Specific goals: increase of online banking users number and their activity movement of transactions away from branches to self-service channels increase of products and services sales through online channels increase of cross-sell effectiveness through online channels optimization of internal processes and services enhancement of customer loyalty, satisfaction and retention 17

18 solutions for demanding business Our experience 18

19 Our recent engagement Telenor Banka (Serbia) first fully mobile bank in SEE successfully launched in September 2014 Asseco SEE consultancy engagement: strategy creation consultancy multichannel scoping innovations creation benchmarking, research and analysis lesson learned from similar projects 19

20 Our recent engagement T-Mobile Banking Services fully digital bank launched in Poland in May 2014 as a result of bank & telecom join venture Asseco SEE consultancy engagement: multichannel strategy creation and optimization multichannel scoping innovation creation bank and telecom synergy creation 20

21 Our recent engagement Santander Consumer Bank Asseco SEE consultancy engagement: innovations creation workshops new remote customer acquisition and online sales strategy creation consultancy new multichannel strategy creation consultancy 21

22 the biggest start-up in the European financial sector in the last 30 years one of the most innovative bank in Europe with number of international awards Asseco lead consultant engagement as a Head of the Internet Department: multichannel strategy creation and execution remote customer acquisition and online sales strategy creation and execution solutions for demanding business In-house strategic experience Alior Bank 22

23 In-house strategic experience Alior Sync the first truly virtual bank in Poland Asseco lead consultant engagement: multichannel and fully online sales strategy creation and execution number of innovative and pioneering features creation (Facebook Money Transfer, PayPal integration, PFM with 3 rd parties integration, Photo Mobile Payment, remote distribution models including first ever fully online loan process) 23

24 Piotr Widacki Head of Consultancy manager with over 12 years of experience in effectively developing and implementing strategic cross-functional initiatives in financial services rare combination of management consulting approach with extensive banking inhouse experience 6 years as a Head of Internet Department for one of the most innovative European bank - Alior Bank and the first virtual bank of the 21 st century - Alior Sync built from scratch and successfully executed multichannel banking and online distribution strategies for 2 banking start-up s in Poland author of many innovative and pioneering solutions strategy consultant for the first bank and telecom joint venture in the SEE - Telenor Bank (Serbia) strategy consultant for T-Mobile Banking Services strategic alliance project (Poland) 24

25 Asseco Consultancy for further information: Piotr Widacki Head of Consultancy Services e: m:

We don't see Telenor Banka opening as a mere business opportunity, but also as an initiative that will change how people in Serbia do banking.

We don't see Telenor Banka opening as a mere business opportunity, but also as an initiative that will change how people in Serbia do banking. What Happens When a Telecom Provider Buys a Bank and is Powered by the IT Leader? A case study for the first mobile online bank in the SEE region: Telenor Banka We don't see Telenor Banka opening as a

More information

Build a Customer-Focused Digital Strategy

Build a Customer-Focused Digital Strategy Build a Customer-Focused Digital Strategy Featuring: Mike Rowland, Director of Digital Strategy, West Monroe Partners Brian Strojny, Co-Founder, Executive VP, Insite Moderated by: Thomas P. Gale, Publisher,

More information

November 2015. Analytics, Value and a Great Experience Engage Customers

November 2015. Analytics, Value and a Great Experience Engage Customers November 2015 Analytics, Value and a Great Experience Engage Customers Introduction to Efma Founded in 1971, Efma has become a leading industry voice for content sharing, networking, information and insights

More information

Marketzone. campaigns that may or may not be working. Marketers today live in the world of the always-connected customer

Marketzone. campaigns that may or may not be working. Marketers today live in the world of the always-connected customer marketzone Marketers today live in the world of the always-connected customer... and cannot afford to waste dollars on campaigns that may or may not be working. Marketers today live in a fast-paced world

More information

Analysis. Marketing Automation: Adding Science to the Art of Marketing. April 2011. Service Area. Business Development Strategies

Analysis. Marketing Automation: Adding Science to the Art of Marketing. April 2011. Service Area. Business Development Strategies Analysis April 2011 Marketing Automation: Adding Science to the Art of Marketing Service Area Business Development Strategies Comments or Questions? Table of Contents Key Highlights... 2 Introduction...

More information

CNP Assurances signs a longterm strategic partnership in insurance in Europe with Banco Santander. 10 th July 2014

CNP Assurances signs a longterm strategic partnership in insurance in Europe with Banco Santander. 10 th July 2014 CNP Assurances signs a longterm strategic partnership in insurance in Europe with Banco Santander 0 th July 04 Disclaimer «Some of the statements contained in this document may be forward-looking statements

More information

The Strategic Importance of Current Accounts

The Strategic Importance of Current Accounts The Strategic Importance of Current Accounts proven global expertise The Strategic Importance of Current Accounts THE STRATEGIC IMPORTANCE OF CURRENT ACCOUNTS With more than sixty-five million active personal

More information

Ramón Tellaeche Santander Cards

Ramón Tellaeche Santander Cards Ramón Tellaeche Santander Cards Disclaimer Banco Santander, S.A. ("Santander") cautions that this presentation contains forward-looking statements. These forward-looking statements are found in various

More information

Making Small Business Finance Profitable

Making Small Business Finance Profitable Making Small Business Finance Profitable Key Lessons Learned about Applying New Technologies to SME Finance Peer Stein, Banking Advisory Group December 5, 2002 Shifting the Productivity Frontier Productivity

More information

BankWorld on Kiosk. Today s solution for tomorrow s self-service bank. Your challenges have a BankWorld solution

BankWorld on Kiosk. Today s solution for tomorrow s self-service bank. Your challenges have a BankWorld solution BankWorld on Kiosk Today s solution for tomorrow s self-service bank With branch costs high, banks are continuously searching for new ways to reach customers without compromising on the quality of banking

More information

PIVOTAL CRM RETAIL INDUSTRY

PIVOTAL CRM RETAIL INDUSTRY PIVOTAL CRM RETAIL INDUSTRY PROVIDING RETAIL ORGANIZATIONS WITH A COMPETITIVE EDGE Pivotal CRM for Retail delivers 36O o business insight to stay ahead of competition COMMITTED TO MEETING INDIVIDUAL NEEDS

More information

Multi-channel mobile marketing and CRM solutions for Mobile Network Operators

Multi-channel mobile marketing and CRM solutions for Mobile Network Operators Multi-channel mobile marketing and CRM solutions for Mobile Network Operators future mobile technology marketing business entertainment media Interactive Messaging (SMS, MMS, Email and Voice) Mobile Internet

More information

GROWTH BY COMBINING BEST PRACTICES

GROWTH BY COMBINING BEST PRACTICES GROWTH BY COMBINING BEST PRACTICES L. Lovaglio General Manager at Bank Pekao AGENDA Poland macroeconomic and banking sector scenario The creation of New Pekao New Pekao strategic initiatives Strategy for

More information

Amdocs Multichannel Selling Solution

Amdocs Multichannel Selling Solution Amdocs Multichannel Selling Solution Are Your Sales Channels Geared to Maximize Your Revenue? Most consumers use multiple sales channels when buying a new phone, device or package. While more and more

More information

STARTUP ENGINE CAMPAIGN DEVELOPMENT A PRODUCT BUILT EXCLUSIVELY FOR STARTUPS

STARTUP ENGINE CAMPAIGN DEVELOPMENT A PRODUCT BUILT EXCLUSIVELY FOR STARTUPS STARTUP ENGINE CAMPAIGN DEVELOPMENT A PRODUCT BUILT EXCLUSIVELY FOR STARTUPS INTRODUCING THE 12.26 STARTUP ENGINE About 476,000 new businesses are created each month according to reports. Many will struggle

More information

Retail Solutions Delivered by Tectura

Retail Solutions Delivered by Tectura Retail Solutions Delivered by Tectura Tectura Makes a Distinctive Difference for the Retail Industry Drive customer experience improvements that boost loyalty, profitability and competitive advantage with

More information

How will technology shape the future?

How will technology shape the future? How will technology shape the future? Pre-industrial Industrial revolution Early digital Recent digital What s driving the pace of change today? Continuous cloud services Consumer-driven experiences What

More information

Increasing Retail Banking Profitability through CRM: the UniCredito Italiano Case History

Increasing Retail Banking Profitability through CRM: the UniCredito Italiano Case History Increasing Retail Banking Profitability through CRM: the UniCredito Italiano Case History Giorgio Redemagni Marketing Information Systems Manager Paris, 2002 June 11-13 UNICREDITO ITALIANO GROUP OVERVIEW

More information

Amadeus Cars Technology Solutions. Cars. Love cars. & love Amadeus

Amadeus Cars Technology Solutions. Cars. Love cars. & love Amadeus Amadeus Cars Technology Solutions Cars Love cars & love Amadeus Love cars, love Amadeus & seize new opportunities We re passionate about cars and we re passionate about you. Working together, we can build

More information

The Three Waves of Customer Care

The Three Waves of Customer Care White Paper The Three Waves of Customer Care What You Will Learn This white paper, intended for business decision makers, describes the three major waves of innovation experienced in the customer care

More information

CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty

CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty CRM Best Practice Webinar Next generation CRM for enhanced customer journeys: from leads to loyalty Featured guest speaker Leslie Ament SVP Research and Principal Analyst at Hypatia Research Group and

More information

BankWorld Mobile App. Today s solution for tomorrow s self-service bank. Your challenges have a BankWorld solution

BankWorld Mobile App. Today s solution for tomorrow s self-service bank. Your challenges have a BankWorld solution BankWorld Mobile App Today s solution for tomorrow s self-service bank Mobile banking has become the fastest growing banking channel ever and customer adoption continues to rise as people increasingly

More information

Contact Center TotalCare Enhanced Services

Contact Center TotalCare Enhanced Services ASSESS. PLAN. OPTIMIZE. Contact Center TotalCare Enhanced Services The Exceptional Customer Experience Customers have more options than ever and retaining or losing valued business is often a click away.

More information

Customer Lifecycle Management. A more synchronized, automated, profitable experience at every stage of the customer journey.

Customer Lifecycle Management. A more synchronized, automated, profitable experience at every stage of the customer journey. Customer Lifecycle Management A more synchronized, automated, profitable experience at every stage of the customer journey. Customer engagements cut across multiple products, disparate technologies and

More information

Digital Engagement. Jeremiah Lotz VP Digital Experience and Payments PSCU

Digital Engagement. Jeremiah Lotz VP Digital Experience and Payments PSCU Digital Engagement Jeremiah Lotz VP Digital Experience and Payments PSCU How ready you are Expense Issues Realizing Value Happy Ignorance Attraction & Retention Issues How ready your customers are How

More information

BankWorld ATM SMART Sales Campaigning

BankWorld ATM SMART Sales Campaigning BankWorld ATM SMART Sales Campaigning Increase product uptake by up to 30% with BankWorld Smart ATM Sales Campaiging 1 Increase the success of sales campaigns to existing customers to 60-70% 2 CR2 s BankWorld

More information

Build stronger customer relationships in the digital world

Build stronger customer relationships in the digital world FusionBanking Essence PFM Software overview Build stronger customer relationships in the digital world Innovative, personalised digital banking solutions Personal Finance Management (PFM) functionality

More information

customer care solutions

customer care solutions customer care solutions from Nuance white paper :: Proactive Notifications for the Retail Banking Industry A Nuance Customer Care White Paper introduction The recent economic downturn has created some

More information

Advancing Mobile Banking Capabilities to Enhance Customer Intimacy and Drive Business Growth

Advancing Mobile Banking Capabilities to Enhance Customer Intimacy and Drive Business Growth Banking the way we do it Advancing Banking Capabilities to Enhance Customer Intimacy and Drive Business Growth Capgemini s End-to-End Mobility Services for Banking To learn more about how mobility is influencing

More information

Background and Company Performance... 2. Industry Challenges... 2. Quality of Customer Service and Customer Impact... 3. Conclusion...

Background and Company Performance... 2. Industry Challenges... 2. Quality of Customer Service and Customer Impact... 3. Conclusion... Contents Background and Company Performance... 2 Industry Challenges... 2 Quality of Customer Service and Customer Impact... 3 Conclusion... 5 Significance of Customer Service Leadership... 6 Understanding

More information

Multi-channel Marketing

Multi-channel Marketing RIGHT TIME REVENUE OPTIMIZATION How To Get Started RIGHT TIME REVENUE OPTIMIZATION How To Get Started Summary: The Short List Here s our suggested short list from this paper: Multi-channel marketing is

More information

Customer Segmentation and Profitability

Customer Segmentation and Profitability Customer Segmentation and Profitability Building Loyal, Profitable Customers S O L U T I O N P A P E R : FINANCIAL SERVICES SOLUTION PAPER: FINANCIAL SERVICES Customer Segmentation and Profitability Building

More information

NetPay for... www.netpay.co.uk

NetPay for... www.netpay.co.uk NetPay for... www.netpay.co.uk www.netpay.co.uk NetPay for... Franchise In a changing economy franchised businesses continue to look even harder for ways to deliver differentiation in a competitive market

More information

Build Deposits Profitably and Grow Customer Relationships. Manage the deposit base with proven analytics

Build Deposits Profitably and Grow Customer Relationships. Manage the deposit base with proven analytics FICO Deposit Solutions Build Deposits Profitably and Grow Customer Relationships Manage the deposit base with proven analytics The future will witness aggressive competition to win deposit accounts. To

More information

Optimizing the Value of the Commercial Web Channel

Optimizing the Value of the Commercial Web Channel Optimizing the Value of the Commercial Web Channel April 13, 2011 PRESENTED BY: Jacob Nygren, CTP 2011 Treasury Strategies, Inc. All rights reserved. Agenda 1. Assessing the Landscape 2. Three Key Ideas

More information

Helping electronics and high-tech companies improve business performance through better service management and support

Helping electronics and high-tech companies improve business performance through better service management and support Helping electronics and high-tech companies improve business performance through better service management and support Accenture and Oracle Corporation help electronics and high-tech companies improve

More information

Best practice customer acquisition strategies

Best practice customer acquisition strategies Best practice customer acquisition strategies www.decisioningvision.com Introduction The acquisition of customers is vital in order for organisations to grow their business, but organisations must ensure

More information

Product. Credit Card Management Comprehensive, Online Credit Card Account Management

Product. Credit Card Management Comprehensive, Online Credit Card Account Management Product Credit Card Management Comprehensive, Online Credit Card Account Management Give cardholders a complete, real-time view of their credit card account information while reducing your total cost of

More information

Customer Service Best Practices Survey Results

Customer Service Best Practices Survey Results Customer Service Best Practices Survey Results Executive Summary During difficult economic times, most organizations shift their focus from acquiring new customers to retaining and growing existing customer

More information

Webtrends for Retail

Webtrends for Retail Webtrends for Retail Revolutionize Your Customers End-To-End Experiences Across Digital Channels solution brief JAN 2013 2013 Webtrends, Inc. www.webtrends.com. Webtrends for Retail Revolutionize Your

More information

Cloud Call Centre. itouch Vision. This document gives an overview of the cloud call Centre and discusses the different features and functionality.

Cloud Call Centre. itouch Vision. This document gives an overview of the cloud call Centre and discusses the different features and functionality. itouch Vision Cloud Call Centre This document gives an overview of the cloud call Centre and discusses the different features and functionality. For further information, about implementation and pricing

More information

Digital Self Service. Reduce costs and maximize customer relationships by creating meaningful personalized self-service experiences.

Digital Self Service. Reduce costs and maximize customer relationships by creating meaningful personalized self-service experiences. Digital Self Service Reduce costs and maximize customer relationships by creating meaningful personalized self-service experiences. Give customers the answers they re looking for and you ll get the results

More information

The Case for Commercial Data The Time to Act is Now

The Case for Commercial Data The Time to Act is Now Today, we have access to a vast amount of customer data that can be used to power sales and marketing efforts. That may not be the case tomorrow. behind. Currently, regulations for customer data are looser

More information

Chapter 14. Internal Growth Strategies. Chapter Objectives 1 of 2. Strategies for Firm Growth. Chapter Objectives 2 of 2

Chapter 14. Internal Growth Strategies. Chapter Objectives 1 of 2. Strategies for Firm Growth. Chapter Objectives 2 of 2 Chapter Objectives Chapter 14 Strategies for Firm Growth Bruce R. Barringer R. Duane Ireland 1. Explain the difference between internal growth strategies and external growth strategies. 2. Identify the

More information

Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both

Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both Lynn Brunner Experian and the marks used herein are service marks or registered trademarks of Experian Information Solutions,

More information

Digitally Disrupted to Digital Disruptor

Digitally Disrupted to Digital Disruptor Digitally Disrupted to Digital Disruptor Disrupt your enterprise (before someone else does...) Per Uno Österman Managing Director Analytics Nordics mobile +46 73 0513695 per.osterman@accenture.com Digital

More information

UBI Digital Banking: a new customer experience. Elisabeth Rizzotti Head of Direct Channels and Communication

UBI Digital Banking: a new customer experience. Elisabeth Rizzotti Head of Direct Channels and Communication UBI Digital Banking: a new customer experience Elisabeth Rizzotti Head of Direct Channels and Communication More than ever, digital touchpoints are critical to business success because they change consumer

More information

ABHINAV NATIONAL MONTHLY REFEREED JOURNAL OF REASEARCH IN COMMERCE & MANAGEMENT www.abhinavjournal.com

ABHINAV NATIONAL MONTHLY REFEREED JOURNAL OF REASEARCH IN COMMERCE & MANAGEMENT www.abhinavjournal.com e-crm OPPORTUNITIES AND CHALLENGES IN DIGITAL WORLD Dr. T. N. Murty 1, N D Chandra Sekhar 2 and S Vidya Sagar 3 1 Professor & Director, Nimra College of Business Management, Vijayawada, India Email: thamminaina@yahoo.com

More information

Making Contact Centres Efficient. Meet the needs of your customers and your business

Making Contact Centres Efficient. Meet the needs of your customers and your business Making Contact Centres Efficient Meet the needs of your customers and your business Customers are different these days Customers today are far more demanding than five years ago. They expect you to be

More information

Increasing Marketing ROI with Customer Analytics. 2013 IBM Corporation

Increasing Marketing ROI with Customer Analytics. 2013 IBM Corporation Increasing Marketing ROI with Customer Analytics 1 The agenda The Marketer s Evolving Role Data/Analytics Based Decisions Customer Analytics to Increase ROI ROI in Action 2 The Marketer s Evolving Role:

More information

OPTIMIZE SALES, SERVICE AND SATISFACTION WITH ORACLE DEALER MANAGEMENT

OPTIMIZE SALES, SERVICE AND SATISFACTION WITH ORACLE DEALER MANAGEMENT OPTIMIZE SALES, SERVICE AND SATISFACTION WITH ORACLE DEALER MANAGEMENT KEY FEATURES Manage leads, configure vehicles, prepare quotes, submit invoice and process orders Capture customer, vehicle and service

More information

Customer Experience in a Relationship Economy. Frank Sherlock Senior Vice President and Managing Director Convergys

Customer Experience in a Relationship Economy. Frank Sherlock Senior Vice President and Managing Director Convergys Customer Experience in a Relationship Economy Frank Sherlock Senior Vice President and Managing Director Convergys Convergys Corporation A Global Leader in Relationship Management Worldwide Capabilities

More information

Starting New Ventures -64-361.202 Chap 14. Strategies for Firm Growth

Starting New Ventures -64-361.202 Chap 14. Strategies for Firm Growth Starting New Ventures -64-361.202 Chap 14. Strategies for Firm Growth Dr. Jack M. Wilson Distinguished Professor of Higher Education, Emerging Technologies, and Innovation PhoneHalo Keychain Sensor alerts

More information

Simply better banking

Simply better banking Simply better banking How does a bank make the right impression on customers? Did you know that Xerox: Processed 1 billion card transactions in 2012 Hosts 1 billion mortgage loan images Processes 800 million

More information

Big Data @ VimpelComRussia

Big Data @ VimpelComRussia Big Data @ VimpelComRussia Cases, processes & business integration Sergey Marin Program Manager Big Data 1 2 The global program positioned outside of core business functions allows to satisfy needs of

More information

Trends in ecommerce. Riga, 27.03.2014. We support knowledge driven business decisions.com

Trends in ecommerce. Riga, 27.03.2014. We support knowledge driven business decisions.com Trends in ecommerce Riga, 27.03.2014 We support knowledge driven business decisions.com Gemius consultancy & expertise on the digital world online audience measurement currency in +30 markets +3 000 online

More information

Banking On A Customer-Centric Approach To Data

Banking On A Customer-Centric Approach To Data Banking On A Customer-Centric Approach To Data Putting Content into Context to Enhance Customer Lifetime Value No matter which company they interact with, consumers today have far greater expectations

More information

5 TIPS ABOUT MULTICHANNEL FOR INSURANCE COMPANIES. Stanisław Piechowicz. General Manager. Rhythm Enterprise

5 TIPS ABOUT MULTICHANNEL FOR INSURANCE COMPANIES. Stanisław Piechowicz. General Manager. Rhythm Enterprise 5 TIPS ABOUT MULTICHANNEL FOR INSURANCE COMPANIES Stanisław Piechowicz General Manager Rhythm Enterprise In recent years, consumers have come to expect a wide range of choices in sales points they use

More information

Contact Center Trends and Future

Contact Center Trends and Future Contact Center Trends and Future The Dynamic Contact Center Keith Pearce & Tamal Islam Consistent experience Internet integration Limit hold times Customer Experience New channels web, chat, SMS Differentiated

More information

Boatwyze Inc. Boat Rental Marketplace

Boatwyze Inc. Boat Rental Marketplace Boatwyze Inc. Boat Rental place www.boatwyze.com May 19, 2016 2 Uber, the world s largest taxi company, owns no vehicles. Facebook, the world s most popular media owner, creates no content. Alibaba, the

More information

Continuous Customer Dialogues

Continuous Customer Dialogues Continuous Customer Dialogues STRATEGIES FOR GROWTH AND LOYALTY IN MULTI-CHANNEL CUSTOMER-ORIENTED ORGANIZATIONS whitepaper TABLE OF CONTENTS: PAGE Overview...3 The Continuous Customer Dialogue Vision...4

More information

MICRO-FRANCHISING MODEL

MICRO-FRANCHISING MODEL MICRO-FRANCHISING MODEL MICRO-FRANCHISING: What is it and why use it? CHALLENGE: Many markets lack a mechanism that links providers of goods and services to the low-income customer segments they seek.

More information

Improving customer relationships

Improving customer relationships White paper Customer Engagement Improving customer relationships How top companies maximize lifetime value through effective customer engagement Page 2 Customer experiences help drive long-term profits.

More information

Optimizing the omni-channel banking experience

Optimizing the omni-channel banking experience Solution Overview GENERATING BANKING AND FINANCIAL SERVICES IMPACT Optimizing the omni-channel banking experience With omni-channel banking, customers require more consistent interactions, including the

More information

IBM Enterprise Marketing Management Bringing Science to the Art of Marketing

IBM Enterprise Marketing Management Bringing Science to the Art of Marketing IBM Enterprise Marketing Management Bringing Science to the Art of Marketing Johann Bracun, Solutions Consulting Manager EMM Ruben Bru, Sales Director EMM What We Do IBM s Enterprise Marketing Management

More information

READY, SET, GO-TO-MARKET. How and Why You Need to Plan for Launch

READY, SET, GO-TO-MARKET. How and Why You Need to Plan for Launch READY, SET, GO-TO-MARKET How and Why You Need to Plan for Launch $ Aa With the constant need to get to market quickly, it can be tempting to jump into launching a new product or service without first having

More information

How to make effective Outbound Contact Center. Taweewut Waicharoen April 9,09

How to make effective Outbound Contact Center. Taweewut Waicharoen April 9,09 How to make effective Outbound Contact Center Taweewut Waicharoen April 9,09 Agenda Overview of Outbound Contact Center Telemarketing and Collection business practices Virtual Agents KPI in Contact Center

More information

Data Quality in Retail

Data Quality in Retail SURVEY RESULTS Data Quality in Retail How Data Quality Issues Impact Business Processes and Decisions Across Retail Organizations TRILLIUM SOFTWARE Introduction As consumers share data across multiple

More information

NEW BANKING IN BNP PARIBAS

NEW BANKING IN BNP PARIBAS NEW BANKING IN BNP PARIBAS The Easiest Banking for Customers Case Study Business Challenge The fierce competition in recent years has evoked increasing customer expectations. Hence, customer needs became

More information

Improving customer satisfaction and operational efficiencies with a proven portal solution.

Improving customer satisfaction and operational efficiencies with a proven portal solution. Portal solutions for the retail industry Executive brief October 2005 Improving customer satisfaction and operational efficiencies with a proven portal solution. Page 2 Contents 2 Executive summary 2 Retail

More information

LISTEN TO THE VOICE OF CUSTOMER EXPERIENCE

LISTEN TO THE VOICE OF CUSTOMER EXPERIENCE LISTEN TO THE VOICE OF CUSTOMER EXPERIENCE The Four Essentials of a Customer Experience Program www.nice.com WHERE CX PROGRAMS STUMBLE Many companies recognize the value of a customer experience (CX) program,

More information

30 Proven Strategies to Improve Onboarding, Cross- Selling and Retention. JIM MAROUS PUBLISHER Bank Marketing Strategy @jimmarous

30 Proven Strategies to Improve Onboarding, Cross- Selling and Retention. JIM MAROUS PUBLISHER Bank Marketing Strategy @jimmarous 30 Proven Strategies to Improve Onboarding, Cross- Selling and Retention JIM MAROUS PUBLISHER Bank Marketing Strategy @jimmarous #fbforum2014 Onboarding A series of targeted multi-channel communications

More information

Property & Casualty: AXA Direct

Property & Casualty: AXA Direct Investor Day 4 December, 2013 Property & Casualty: AXA Direct Stéphane Guinet CEO, AXA Global Direct Cautionary note concerning forward-looking statements Certain statements contained herein are forward-looking

More information

Special Edition Dedicated to TECHNOBANK 2015 Conference. Payments Like Music. Harmonize Your Banking Services - Easy Like a Song!

Special Edition Dedicated to TECHNOBANK 2015 Conference. Payments Like Music. Harmonize Your Banking Services - Easy Like a Song! Payments Like Music Harmonize Your Banking Services - Easy Like a Song! What do listening to your favorite music and advance payment systems have in common? Asseco SEE, the General Sponsor of Technobank

More information

Celebrus for Telecommunications: Deepening customer intelligence with individual-level digital data

Celebrus for Telecommunications: Deepening customer intelligence with individual-level digital data SECTOR SOLUTIONS Celebrus for Telecommunications: Deepening customer intelligence with individual-level digital data p1 Introduction Today s Telecommunications sector is highly dynamic. Firstly the very

More information

Customer centric transformation for next generation customer service CUSTOMER CENTRICITY

Customer centric transformation for next generation customer service CUSTOMER CENTRICITY Social Mobile Data CUSTOMER CENTRICITY Cyber security Cloud Customer centric transformation for next generation customer service Solutions and services for improving customer focus and satisfaction across

More information

Decisioning for Telecom Customer Intimacy. Experian Telecom Analytics

Decisioning for Telecom Customer Intimacy. Experian Telecom Analytics Decisioning for Telecom Customer Intimacy Experian Telecom Analytics Turning disruption into opportunity The traditional telecom business model is being disrupted by a variety of pressures from heightened

More information

Welcome to ICMI s Customer Relationship Management Study

Welcome to ICMI s Customer Relationship Management Study Welcome to ICMI s Customer Relationship Management Study Course We will begin the session shortly. Today s Agenda CRM objectives Supporting call center objectives CRM strategies The call center s value

More information

Strategies to Improve the Customer Experience 3eBook

Strategies to Improve the Customer Experience 3eBook Strategies to Improve the Customer Experience 3eBook 2 Three Strategies to Improve the End-to-End Customer Experience (CX) Focus on the following areas to take your customer experience to the next level:

More information

Larry King. General Manager. Ford Extended Service Business

Larry King. General Manager. Ford Extended Service Business Larry King General Manager Ford Extended Service Business - 1 - Team Introduction Rodolfo Possuelo Global ESB Operations Manager Mark Wrase Global Insurance and Compliance Manager - 2 - OUR MISSION Become

More information

Rojda Lord Head of Targeted Marketing, Metro AG

Rojda Lord Head of Targeted Marketing, Metro AG Rojda Lord Head of Targeted Marketing, Metro AG Status: Married Location: Düsseldorf Email: rojda.lord@gmail.com Tel: +49 1518 221 664 Contents CONTENT My added value Profile Key projects Professional

More information

Presented by Lead Research Group. 17011 Beach Blvd. Suite 822 Huntington Beach, CA 92647 800.884.8371

Presented by Lead Research Group. 17011 Beach Blvd. Suite 822 Huntington Beach, CA 92647 800.884.8371 Presented by Lead Research Group 17011 Beach Blvd. Suite 822 Huntington Beach, CA 92647 800.884.8371 LRG is a direct marketing firm specializing in integrated marketing solutions that combine email marketing,

More information

Deploying Insights from Online Banking Analytics in Incremental Innovation

Deploying Insights from Online Banking Analytics in Incremental Innovation Universal Banking Solution System Integration Consulting Business Process Outsourcing The relevance of online analytics to banking In its 2010 report on the state of online banking in the United States,

More information

Chapter. Enterprise Business Systems

Chapter. Enterprise Business Systems Chapter 4 Enterprise Business Systems Learning Objectives Identify and give examples to illustrate the following aspects of customer relationship. Business processes supported Customer and business value

More information

Commercial Banking. C. Douglas Lefferson. EVP & Chief Banking Officer. Investor Day August 15, 2012

Commercial Banking. C. Douglas Lefferson. EVP & Chief Banking Officer. Investor Day August 15, 2012 Commercial Banking C. Douglas Lefferson EVP & Chief Banking Officer Investor Day August 15, 2012 Commercial Banking 41 C&I / owner-occupied CRE and 10 ICRE lenders located across footprint with concentrations

More information

TECHNOLOGY INSIGHT 333EXECUTIVE INSIGHT. 2012 TSIA Member Technology Spending Report: Field Services

TECHNOLOGY INSIGHT 333EXECUTIVE INSIGHT. 2012 TSIA Member Technology Spending Report: Field Services TECHNOLOGY INSIGHT 333EXECUTIVE INSIGHT FIELD SERVICES 2012 TSIA Member Technology Spending Report: Field Services Adoption, Satisfaction and Planned Spending Across 24 Areas of Technology and Services

More information

TABLE OF CONTENTS. Introduction: 3. Finding #1: Organizations are currently using a wide variety of contact channels to interact with customers 5

TABLE OF CONTENTS. Introduction: 3. Finding #1: Organizations are currently using a wide variety of contact channels to interact with customers 5 TABLE OF CONTENTS Introduction: 3 Finding #1: Organizations are currently using a wide variety of contact channels to interact with customers 5 Finding #2: Most organizations do not believe their current

More information

Exploiting the Single Customer View to maximise the value of customer relationships

Exploiting the Single Customer View to maximise the value of customer relationships Exploiting the Single Customer View to maximise the value of customer relationships October 2011 Contents 1. Executive summary 2. Introduction 3. What is a single customer view? 4. Obstacles to achieving

More information

Product. Retail Online Flexible and Integrated Consumer Online Banking

Product. Retail Online Flexible and Integrated Consumer Online Banking Product Retail Online Flexible and Integrated Consumer Online Banking helps you attract new customers and build profitable relationships with them. Offer customers real-time information and advanced functionality

More information

A CHASE PAYMENTECH WHITEPAPER. Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers

A CHASE PAYMENTECH WHITEPAPER. Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers A CHASE PAYMENTECH WHITEPAPER Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers Table Of Contents Changing shopping habits... 3 The multi-channel journey...

More information

The SAS Transformation Project Deploying SAS Customer Intelligence for a Single View of the Customer

The SAS Transformation Project Deploying SAS Customer Intelligence for a Single View of the Customer Paper 3353-2015 The SAS Transformation Project Deploying SAS Customer Intelligence for a Single View of the Customer ABSTRACT Pallavi Tyagi, Jack Miller and Navneet Tuteja, Slalom Consulting. Building

More information

Are you ready to boost the effectiveness of your promotions and loyalty program?

Are you ready to boost the effectiveness of your promotions and loyalty program? Are you ready to boost the effectiveness of your promotions and loyalty program? Frequently Asked Questions About Enterprise Offer Management An NCR White Paper 2010 Experience a new world of interaction

More information

Acquisition of 50% and management control of the bancassurance subsidiaries of the Espírito Santo Group in Portugal.

Acquisition of 50% and management control of the bancassurance subsidiaries of the Espírito Santo Group in Portugal. Acquisition of 50% and management control of the bancassurance subsidiaries of the Espírito Santo Group in Portugal 20 February 2006 Contents Overview and rationale of the transaction Overview of Tranquilidade

More information

Why Business Intelligence is Mission Critical for Winning Against Your Competition. By Stan Cowan Senior Solutions Marketing Manager

Why Business Intelligence is Mission Critical for Winning Against Your Competition. By Stan Cowan Senior Solutions Marketing Manager White Paper Business Intelligence Why Business Intelligence is Mission Critical for Winning Against Your Competition By Stan Cowan Senior Solutions Marketing Manager Why Business Intelligence is Mission

More information

The CRM that Defines Innovation. Bill Armistead, Product Sales Specialist CONNECTIONS

The CRM that Defines Innovation. Bill Armistead, Product Sales Specialist CONNECTIONS The CRM that Defines Innovation Bill Armistead, Product Sales Specialist CONNECTIONS The CRM that Defines Innovation What is CONNECTIONS? CRM (Customer Relationship Management) Enterprise-wide, web-based,

More information

Predictive Analytics Enters the Mainstream

Predictive Analytics Enters the Mainstream Ventana Research: Predictive Analytics Enters the Mainstream Predictive Analytics Enters the Mainstream Taking Advantage of Trends to Gain Competitive Advantage White Paper Sponsored by 1 Ventana Research

More information

Getting it right from the start: Taking a strategic approach to client onboarding

Getting it right from the start: Taking a strategic approach to client onboarding Getting it right from the start: Taking a strategic approach to client onboarding All firms providing wealth management services, including life insurance companies, know that getting the client onboarding

More information

SEYMOUR SLOAN IDEAS THAT MATTER MOVING BEYOND CUSTOMER EXPERIENCE TOWARDS CUSTOMER ENGAGEMENT - A WINNING APPROACH

SEYMOUR SLOAN IDEAS THAT MATTER MOVING BEYOND CUSTOMER EXPERIENCE TOWARDS CUSTOMER ENGAGEMENT - A WINNING APPROACH SEYMOUR SLOAN IDEAS THAT MATTER MOVING BEYOND CUSTOMER EXPERIENCE TOWARDS CUSTOMER - A WINNING APPROACH INTRODUCTION The traditional discussion within organisations has always focused around the customer

More information

Predictive Marketing for Banking

Predictive Marketing for Banking Tony Firmani Predictive Analytics Solution Architect Predictive Marketing for Banking Business Analytics software Session Overview Data Drives Decisions Applying Predictive Analytics Throughout Entire

More information

Managing the Customer Experience by Measuring the Impact Payoff

Managing the Customer Experience by Measuring the Impact Payoff W E B C A S T S E R I E S Managing the Customer Experience by Measuring the Impact Payoff April 24, 2013 2pm to 3pm EDT Featured Speakers Gael Lundeen Vice President Customer Experience Dennis Fitzgerald

More information