Kantoor of Koffiebar. Alain Swolfs Market Unit Leader Banking & Insurance

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1 Kantoor of Koffiebar Alain Swolfs Market Unit Leader Banking & Insurance Bessenveldstraat Brussels, Belgium Mobile:+32 (0)

2 North America 10,384 UK & Ireland 8,766 France 22,535 Benelux 8,547 Nordic 4,145 Germany & Central Europe 10,596 Capgemini Group People s All of Europe Republic of Canada China United States Mexico Italy 2,872 Guatemala Colombia Brazil Chile Argentina India 56,006 Morocco South Africa Iberia 4,574 Saudi Arabia United Arab Emirates Japan India Taiwan Vietnam Singapore Malaysia Philippines Australia Group workforce: 143,643 Working offshore: 67,404 New Zealand Latin America 10,384 Morocco 1,102 Iberia 4,574 Middle East & Africa 62

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5 Script voor vandaag Customer experience Index (CEI) 4 Kanalen 1 2 Bedreiging Winst 3 5 Toekomst Vandaag zijn er of 463 minder bankkantoren dan in 2009 De vraag is welke functies van een bank, Google gaat overnemen. Date Scene Take

6

7 Onderscheiden The road to Loyal Customers Product Service Customer Experience Price Commodity Distinctive by value added services

8 Thought Leadership >> 0 >> 1 >> 2 >> 3 >> 4 >>

9 2015 Customer Experience Index (CEI) Dimensions of Capgemini s Customer Experience Index (CEI) Current, Depository Accounts & Payments Credit Cards Loans Mortgages Branch Internet Mobile Phone Social Media CEI Information Gathering Transacting Problem Resolution Account Status & History By analysing customer s experience across 80 different touch-points, Capgemini s CEI is among the most accurate measures of customer experience available.

10 2015 Customer Experience Index (CEI) North America Canada (78.9) U.S. (76.6) Latin America Argentina (76.8) Brazil (71.1) Mexico (76.4) Legend: Increase in CEI from 2013 Decrease in CEI from ,2 71,8 74,2 Customer Experience Index, by Country, Central Europe Middle East & Africa Saudi Arabia (67.9) South Africa (76.7) UAE (64.7) Western Europe Austria (76.2) Netherlands (73.4) Belgium (69.2) Norway (68.1) Denmark (69.5) Portugal (73.6) Finland (74.5) Spain (73.7) France (69.6) Sweden (69.3) Germany (70.8) Switzerland (73.7) Italy (72.6) U.K. (73.9) Czech Republic (77.5) Poland (73.6) Russia (75.8) Turkey (76.1) Asia-Pacific Australia (76.4) China (69.7) Hong Kong (65.8) India (70.9) Japan (61.9) Singapore (71.4) Overall stagnating CEI with a marginal drop of 0.8 perc points to 72.7 in 2015

11 Belgie onder aan de ladder betreffende positieve klantenervaring Positive and Negative Customer Experience, by Country (%), Percentage Point Change from 2014 Negative CEI, 2015 Positive CEI, 2015 Percentage Point Change from France 16.1% Netherlands 56.3% Germany 15.2% Western Europe 49.9% Belgium 14.9% Germany 48.4% Netherlands 12.9% France 45.4% Western Europe 11.7% Belgium 45.4% 8.2 Source: Capgemini Financial Services Analysis, 2015; 2015 Retail Banking Voice of the Customer Survey, Capgemini Global Financial Services

12 Generation Y (18-34 jarigen) 206 Bones 207th Bone

13 Belgie en zijn generation Y Customer Experience Index for Gen Y customers vs. Others, by Region, ,0 Western Europe Belgium has the highest difference in the CEI levels of Gen Y and Other Customers Netherlands 75,0 70,6 68, ,2 Belgium 66,8 67,1 Others 70,4 Gen Y 73,0 Germany France The lower customer experience levels of Gen Y customers can be attributed to their higher expectations and banks need to put in higher efforts to impress upon these customers.

14 Gen Y, maakt een belangrijk deel uit van de Belgische bevolking Estimates of Percentage of Gen Y (18-34 years) of the Total Population of a Country 20 to 22% Percentage of Gen Y of the total population of the country <20% 20-22% 22-24% 24-26% 26-28% 28-30% 30+%

15 Kanaal voorkeur van de klant Branches Digital Channels

16 Channel Importance (%) >> 0 >> 1 >> 2 >> 3 >> 4 >> Gen Y drijft het mobile kanaal % Importance a vs Positive Experience b with Channel for Gen Y Customers and Others, Branch 80% Internet Internet Internet Internet Branch Branch 60% Branch Mobile 40% Mobile Mobile Mobile 20% 10% 20% 30% 40% 50% 60% Customers with positive experience with channel (%) Gen Y 2011 Gen Y 2014 Others 2011 Others 2014

17 Belgie kent een daling in gebruik van het internet kanaal in 2015 Changes in Channel Usage, by Country (Percentage Point), Increase in usage Decrease in usage Branch Internet Mobile Social Media Western Europe 3.8pp 5.0pp 8.6pp 1.2pp Belgium 5.1pp (0.4pp) 12.3pp 4.6pp France 7.4pp 11.4pp 12.5pp 6.3pp Germany 6.3pp 3.1pp 3.9pp 3.8pp Note: Source: Netherlands 5.1pp 11.4pp 7.6pp Numbers represent percentage point change in channel usage from last year Capgemini Financial Services Analysis, 2015; 2015 Retail Banking Voice of the Customer Survey, Capgemini Global Financial Services 4.4pp

18 Respondents (%) >> 0 >> 1 >> 2 >> 3 >> 4 >> Respondents (%) Gen Y klanten bepalen het gebruik van het mobile kanaal Channels Customers Used in Belgium, by Lifecycle Stage(%), 2015 Gen Y Others 2.6% 9.2% 2.9% 3.6% 14.1% 17.0% 35.8% 47.7% 34.3% 28.7% 30.6% 37.6% 15.5% 16.6% 49.9% 35.5% 10.4% 3.2% 2.8% 10.8% 13.3% 37.6% 35.5% 1.4% 2.4% 5.1% 9.2% 37.7% 45.6% 3.2% Research Branch Internet Mobile Phone Social Media Research Branch Internet Mobile Phone Social Media Branch usage is clearly higher for others age groups, however, for the research purpose usage of internet channel is almost same across all age groups. Note: Source: Question asked, Where did you first hear about the product?, Where did you research/get advice about the product?, and Where did you apply for this product? Capgemini Financial Services Analysis, 2015; 2015 Retail Banking Voice of the Customer Survey, Capgemini Global Financial Services

19 De Impact van klanten gedrag op de winstgevendheid >> 0 >> 1 >> 2 >> 3 >> 4 >>

20 Bijna alle landen tonen een achteruitgang in winstgevend klanten gedrag Changes in Profitable Customer Behaviors, by Country (Percentage Point), Likelihood Unlikelihood Stay Refer Buy Western Europe (1.3pp) 3.6pp (3.8pp) 9.7pp (17.2pp) 25.7pp Belgium (6.7pp) 5.5pp (13.3pp) 11.3pp (20.8pp) 26.5pp France (6.0pp) 5.1pp (12.5pp) 13.7pp (22.2pp) 30.5pp Germany 3.4pp 4.4pp 9.2pp 8.2pp (12.9pp) 20.3pp Netherlands (7.8pp) 4.2pp (6.8pp) 8.1pp (16.7pp) 41.2pp

21 De complexiteit van het product bepaalt de keuze van de bank Share of Products Held with the Primary Bank, by Country (%), 2015 Share >60% Share 50-60% Current Accounts Credit Cards Loans Mortgages Share <50% Western Europe 71.9% 60.6% 55.4% 47.8% Belgium 69.7% 52.3% 44.0% 49.1% France 72.9% 61.3% 64.4% 55.0% Germany 71.6% 55.6% 51.7% 55.8% Netherlands 64.6% 42.6% 39.0% 40.0% Source: Capgemini Financial Services Analysis, 2015; 2015 Retail Banking Voice of the Customer Survey, Capgemini Global Financial Services

22 De bedreiging One Stop Shops Banking Options

23 BANK 3.0 Brett King Why Banking is no longer somewhere you GO, But Something you DO

24 Meer en meer niet traditionele spelers doen hun intrede Disintermediation of Banks across the Customer Value Chain

25 Totaal ervaring Inside Out Paradigma Shift Outside In Single Channel Single Channel Multi Channel Cross Channel All Channel experience Customers experience single touchpoint Banks have a single type of touchpoint Multi Channel Cross Channel All Channel experience Customer sees multiple touch points independently Channels are functional & technical silo s. Customer sees multiple touch points as part of the same brand. Single view but banks operate in functional silo s Customer experience a brand, not a channel within a brand ATM Online Banking Call Centre Internet Banking Mobile Banking Video Banking Virtual Banking ? 201?

26 Klant is koning Enriching Experience throughout the Entire Customer Journey

27 Level of Digitization High Low >> 0 >> 1 >> 2 >> 3 >> 4 >> Vier typen van Bankkantoren ₓ The Digital Pod ₓ The Pharmacy ₓ The Shop ₓ The Lounge Source: Low Future of Bank Branches, April 2013, Capgemini Consulting Level of Online / Offline Coordination Achieved High

28 Branch Format The Digital Pod Level of Customer Intimacy Level of Advice Complexity Digital Pod : Gericht op een vooruitstrevende en overweldigende digital experience

29 Pharmacy : Zeer goede coordinatie tussen kanalen, zowel fysiek als digitaal Branch Format The Pharmacy Level of Customer Intimacy Level of Advice Complexity

30 Branch Format The Shop Level of Customer Intimacy Level of Advice Complexity Shop : Ideaal voor studenten, nieuwe en bestaande klanten met standaard behoeften

31 Branch Format The Lounge Level of Customer Intimacy Level of Advice Complexity Lounge : Vooral gericht op het bouwen van duurzame relaties met klanten

32 JA... DIT IS EEN BANKKANTOOR

33 May The Force Be With You

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