November Analytics, Value and a Great Experience Engage Customers

Transcription

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

2 Introduction to Efma Founded in 1971, Efma has become a leading industry voice for content sharing, networking, information and insights 3,300 brands in retail financial services from 130 countries Not-for-profit ; focus primarily on retail finance Owned and governed by its members institutions Exclusive access to a multitude of resources Conferences Think Tanks Studies & Surveys Study Tours Webinars Innovation Portal Research & Reports 2

3 Keys to Customer Engagement Across Generations & Cultures Data Analytics Data analytics drives customization and gain competitive advantage Distribution Digitization reinvents uni-channel distribution through mobile, online and branch channels Deliver Value Personalization, insights and deals drive value Customer Experience New tools and channels enhance customer experience Innovation Underpins engagement 3

4 Understand the Customer & Improve Delivery by Optimizing Data Analytics 4

5 Simpler Analytics Tools Provide Next- Best-Action Marketing Targo Bank Leveraging data for customer journeys 5

6 Data Analytics Delivers Faster and Personalized Experiences UniCredit Banks are best positioned to use data 6

7 Data Analytics Delivers Revenue with Customized Services Kurt Salmon Analysis Payments can lead 7

8 Key Findings from the Efma Asia Data Analytics Survey Data analytics has increased revenue and decreased expenses by 25% 69% say data analytics will be the top driver of customer acquisition and revenue by 2018 Banks are centralizing data and analytics Hiring and training staff for analytics Shifting to real-time analytics Data analytics is shifting to personalization 2015 Cross-selling, credit scoring Individualized pricing, GPSbased customized offers, PFM and promoting self-service 8

9 Distribute Differently to Increase Engagement 9

10 Hook Customers in and Leverage Partners Alior Bank 10

11 Use Channel Integration to Deliver the Right Customer Experience Bank Santander Leveraging data for customer journeys 11

12 Self-Service & Virtual Branches Maximize Market Share Bank Austria Leveraging data for customer journeys 12

13 An Integrated Digital Experience Drives the Customer Relationship Bradesco Leveraging data for customer journeys 13

14 Deliver Value 14

15 Deliver Tailor-Made Customized Offers Meet Customer Needs Gruppo Banca Carige (Italy) 15

16 My Account Tailor-Made Solutions Eurobank s customer-centric account Leading Trends in Retail Banking 16

17 Deals and Insights Add Value UBank by NAB Digitization adds value Insights support financial management 17

18 Shift from Mobile Banking to Financial Health Management Moven Turn payments into good financial habits 18

19 Digitize SMEs to deliver Extra Value Banco Santander 19

20 Deliver a Leading-Edge Customer Experience 20

21 Transform Customer Engagement via SMS or Messaging Juntos 21

22 Engage Customers with Facebook Banking ASB, ICI, VIB 22

23 Engage Customers on their Favorite Social Media Platform Kasikorn Bank Brown & Cony Campaign More than 11 million followers 70% greater click-through than Facebook and average sales volumes increased 15% 23

24 Use Gamification to Educate Generate Leads, Acquire Customers and Sell Denizbank 24

25 Engage Customers Differently with Music Hello Play! From Hello Bank Music is the 1st content shared on mobile and social networks Crowd-sponsoring platform dedicated to music Partnered with Spotify and cf Ulule 16 million video views & 527,000 visitors visitors to hello play! 25

26 Engage the Affluent on a Free ipad Unicredit 3 pillared multi-channel strategy 26

27 Next Data analytics drives effective customized multicultural and multi-generational engagement Digitization delivers better customer experience and value Innovate Take 2 27

28 For More Information: Richard Hartung /