Making a more convenient bank: Innovation in mobile & online Nicolas Moya Director of Innovation

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1 Making a more convenient bank: Innovation in mobile & online Nicolas Moya Director of Innovation

2 Bankinter at a glance

3 Spanish retail bank Retail bank with domestic focus 60 billion funds held 366 branches with no geographical concentration Over 4,200 employees active clients Specialized in affluent and mass affluent segments Also in medium and big size enterprises

4 Our strategic levers People Technology Innovation Quality

5 Innovation focused

6 Bankinter labs Co-creating with clients

7 Innova Engaging employees

8 Foundation of Innovation Drawing from the experts

9 Ecosystem of partners Deusto

10 Innovation focused

11 Offering a multi-channel network Mobile Branches ATM s Internet Fully integrated Clients Telephone Videocall Agents

12 Understanding banking mobility

13 Bankinter is a pioneer in mobile banking in Europe Mobile penetration rate in Spain SMS Java Apps Mobile internet banking Smartphone 2001 today Time

14 Mobile banking. SMS $130 Notifications & alerts Transactions SMS containing transaction data and current exchange rate Block credit card responding to SMS SMS Bankinter in your mobile: 7 th Nov 10pm. Payment at NikeTown card number XXX456, amount 98. If you want to block your card, please answer BLOCK 345. accept

15 Mobile banking. SMS $1,200 Up-selling opportunity Bankinter offers financing SMS Bankinter finances your EUR951 payment at Bestbuy NY in 12 installments of EUR90 per month. Answer YES to contract. accept

16 Mobile banking. SMS 7,500 Cross-selling opportunity Medical insurance offered SMS Bankinter and AXA offer you 6,000 insurance in medical services abroad. Price: 10. Please, answer INS to contract. accept

17 Results SMS Driving a business model 3% Cross-selling success rate More than 50 diferent products Insurance, financial and others It is a low cost distribution channel

18 Results SMS Security usage fraud

19 Results SMS Intangible benefits Convenient relationship, friendly and personalized offer GAP 11 points Bankinter SMS Channel 85% Bankinter channel average 74% Spanish Banking average 69% Quality Index (customer satisfaction)

20 Bankinter is a pioneer in mobile banking in Europe Mobile penetration rate in Spain SMS Java Apps Mobile internet banking Smartphone 2001 today Time

21 Mobile banking. Java applications * * * Downloadable mobile brokerage application for Symbian, Windows Mobile and BlackBerry OS Real-time trading 20+ markets More than 7 years from first Broker movil version 2006 version

22 Mobile banking. Java applications Latest version of Broker 2010 version Users of broker mobile are 3x more active than online-only broker clients

23 Bankinter is a pioneer in mobile banking in Europe Mobile penetration rate in Spain SMS Java Apps Mobile internet banking Smartphone 2001 today Time

24 Mobile banking.mobile Internet. * * * Based on the transactionsmost often carried out by users Mobile Web native design: Global bank statement in 5 rows Notifications Contextual transactions CRM enabled 2011 version

25 Mobile banking is taking off thanks to the smartphone boom Smartphone Boom! +100% growth rate per year 40% client penetration 7% Of total bank transations

26 Bankinter clients use predominately iphone And more than 80% own a smartphone

27 It is a cultural challenge

28 urgency

29 repetitively

30 free time

31 urgency repetitively free time Three ways of using mobility

32 New developments for smartphones Augmented reality New technologies and distribution model 30,000 users in augmented reality and location based services

33 New developments for smartphones Biometric recognition

34 New developments for smartphones New sophisticated concepts in design

35 Focus on multimedia content Access to private zone Multimedia

36 Mobility as the new bases for Internet developments * Context banking * Anticipative banking (most probable operation) * Banking based on notifications

37 Mobile Virtual Network Operator

38 Mobile Virtual Network Operator To sell directly to our clients telephone service & Internet access with the bank brand

39 MVNO Value proposition * Telephone service * Price * Relationship management * Integration with the bank

40 MVNO Integration with the Bank

41 MVNO Relationship management

42 MVNO Value chain Product & Services Product & Services Product & Services Software platform Software platform Software platform Antennas Antennas Antennas

43 MVNO Value chain Product & Services Software platform Antennas Nuevos jugadores

44 MVNO Value chain Product & Services Software Platform Antennas Tailored product for Bankinter clients

45 MVNO Results 14% Penetration customer base Distributed only online (only available to Bankinter clients)

46 MVNO What have we learn? * Access to technologies like NFC * Mobile distribution channel control * Consumer marketing * Internet distribution strategies

47 New challenges: mobile payments

48 MVNO and NFC

49 Pilot in Madrid

50 Transportation pilot One SIM, dual functionality Selfservice through online banking

51 Online evolution

52 Online evolution Same design for different platforms

53 Online evolution

54 Online evolution

55 No just a bank portal Comparador.com

56 No just a bank portal Banking aggregation

57 Key messages

58 Key success factors Evolution through technology Always with a business plan Client centered design and experience Don t think like a bank!

59 Thank You.