MANAGING EVOLVING CUSTOMER EXPECTATIONS. Chinmaya Joshi Pre Sales Manager, Retail Banking. Break through.

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1 MANAGING EVOLVING CUSTOMER EXPECTATIONS Chinmaya Joshi Pre Sales Manager, Retail Banking Break through.

2 Table of contents 01 Operational Customer Management 02 Bank Readiness Report How SunGard Can Help Summary 2 SunGard's Retail Banking Executive Forum, Manila

3 01 Operational Customer Management

4 Source : Dilbert SunGard's Retail Banking Executive Forum, Manila 4

5 CUSTOMER TOUCH POINTS 5 SunGard's Retail Banking Executive Forum, Manila 5

6 TYPICAL CUSTOMER EXPERIENCE 6 SunGard's Retail Banking Executive Forum, Manila

7 MANAGING CUSTOMER RELATIONSHIP 7 SunGard's Retail Banking Executive Forum, Manila

8 CUSTOMER BEHAVIOUR DEFINING NEW RULES Reality is that change will be driven by emerging customer behaviours 8 SunGard's Retail Banking Executive Forum, Manila

9 HOW BANKERS ARE TAKING THE PLUNGE 9 SunGard's Retail Banking Executive Forum, Manila

10 BANKS ARE RESPONDING TO THE CUSTOMER NEEDS Source: Capgemini & Efma 10 SunGard's Retail Banking Executive Forum, Manila

11 02 Bank Readiness Report

12 OBJECTIVE - UNDERSTAND WHAT TODAY S CUSTOMERS WANT 1. Interaction 2. Attitude 3. Desired improvements 12 SunGard's Bank Readiness Report 2015

13 MARKET DRIVERS VS RECOMMENDED APPROACH Forces changing the retail banking landscape: Technological Development Regulatory Requirements New Entrants Drive for Customer Centricity 13 SunGard's Bank Readiness Report 2015

14 MANAGING EVOLVING CUSTOMER EXPERIENCE SunGard recommends pursuing a strategy covering key elements: 1. Personalized Service: 38% said that the lack of personalized services with a single institution is the main reason why they have more than one banking relationship 2. Sustained Trust: 32% said they lack trust in a single institution and therefore have multiple financial service providers 3. Making Banking Clearer and Easier: 81 % said they are not very confident about their financial knowledge, saying that they only have a little or some financial knowledge 4. Providing Extended Services: 77% believe that product range is important when it comes to choosing a bank 14 SunGard's Bank Readiness Report 2015

15 03 How SunGard Can Help

16 AMBIT CUSTOMER MANAGEMENT AMBIT CONCIERGE AMBIT MYMONEY AMBIT CUSTOMERCONNECT 16 SunGard's Retail Banking Executive Forum, Manila

17 AMBIT EXPOSURE MANAGER AMBIT EXPOSURE MANAGER CORE BANKING BRANCH ATM CALL CENTRE COLLATERAL MANAGEMENT LIMITS MANAGEMENT Componentized architecture allows the deployment as a point solution that can be interfaced with any 3 rd party application MOBILE INTERNET An alternate deployment option instead of typical rip and replace option traditionally known to Banks Option to deploy best-in-class solutions to address bank s needs in a phased manner largely reducing the risk associated with a rip-and-replace model 1 7

18 AMBIT CUSTOMER MANAGEMENT - CUSTOMER LIFECYCLE Retain Grow CUSTOMER LIFECYCLE Target Attract TARGET Segmentation, analytics, marketing and campaign management ATTRACT Deliver targeted campaigns to the Customer at interaction point ACQUIRE Process driven, rules based originations management Service Acquire SERVICE Enable all functionality at point of interaction Seamless transition between stages improves key ratios such as conversion rates, retention rates, & penetration rates. Hence a integrated solution is vital. RETAIN Deliver high Customer satisfaction through consistent, automated, efficient, process driven interaction GROW Build a complete view of the Customer so as to provide targeted products and services` 18 SunGard's Retail Banking Executive Forum, Manila

19 SINGLE CUSTOMER VIEW 360 DEGREE 19 SunGard's Retail Banking Executive Forum, Manila

20 DIGITALIZATION OF BRANCH ENHANCING SALES Retail banks still rely on their branch networks as a primary selling channel. Selling needs to be built into the branch solution. It should provide intelligent responses to defining moments in the customer s lifecycle. This includes - Leads - Campaign Management MOVING HOUSE NEW BABY JOB PROMOTION RETIREMENT WEDDING 20 SunGard's Retail Banking Executive Forum, Manila

21 MESSAGE CENTRE & CAMPAIGNS Complete message centre to track and display all Customer interactions through the mobile channels Campaigns, promotions, secure , alerts, chats The increased depth of information the customer needs to be used to accurately target campaigns and promotions. The interaction awareness of modern systems should allow appropriate promotions to be embedded within an operation or interaction. General banner ads tend to perform poorly, but targeted ads have a high success rate. 21 SunGard's Retail Banking Executive Forum, Manila

22 22

23 ONLINE SERVICE REQUESTS 19 SunGard's Retail Banking Executive Forum, Manila

24 MOBILE SALES TOOL - PERSONALIZED SERVICES Ambit Concierge allows bank staff to serve customers away from physical counters, providing them a multi-dimensional view of the customer and their holdings, the ability to carry out non-cash transactions and targeted cross-sell and up-sell. 24 SunGard's Retail Banking Executive Forum, Manila

25 SINGLE CUSTOMER VIEW TABLET

26 NON-CASH TRANSACTIONS TABLET

27 A VISION OF WIN-WIN RELATIONSHIP The Ambit Customer Management solution suite is comprised of specialized solution components for customer experience management across online, mobile and branch channels Ambit Customer Management helps banks create more profitable relationships by balancing the needs of customers with the bank s desire to maximize customer relationships CUSTOMER BANK TRUST CONVENIENCE INDIVIDUALIZED SERVICE VALUE FOR MONEY age/gender may increasingly display diverse attitudes and behaviors. RIGHT CUSTOMER RIGHT BEHAVIOR INTELLIGENT SALES GENERATION OPTIMIZED INTERACTIONS IT DOESN T HAVE TO BE CUSTOMER VERSUS THE BANK. 23 SunGard's Retail Banking Executive Forum, Manila

28 04 Summary

29 GOOD, BAD AND UGLY EXPECTATIONS FROM BANKS Banks obsession with customer centricity and user experience should heighten Improve Operational harmony between Sales & Customer Service activities Greater use is made of advanced analytics to extract full value from customer data Search for innovation & differentiation; it demands experimentation Digital-only banks proliferate (and not just driven by startups) Legacy IT keeps failing painfully and publicly 61% of surveyed banks have a dedicated Customer Experience Team! 20% will introduce this in the next 3 years Source: Efma, SunGard's Retail Banking Executive Forum, Manila

30 SUNGARD CAN HELP - AMBIT CUSTOMER MANAGEMENT CUSTOMER ACQUISITION Embracing digital channels and new technology to strengthen brand and differentiate from the competition. CUSTOMER RETENTION Service excellence and productivity processes to optimize the customer experience and deepen relationships REVENUE GENERATION Integrated sales campaigns and promotions enables targeted cross-channel up-sell and cross-sell 4 PROCESS EFFICIENCY Embedded business process management for operational standardization and automation 30 SunGard's Retail Banking Executive Forum, Manila

31 Questions. 31 SunGard's Retail Banking Executive Forum, Manila

32 Thanks. 32 SunGard's Retail Banking Executive Forum, Manila

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