Putting the Customer at the Heart of our Companies

Putting the Customer at the Heart of our Companies 25 June 2014 Leveraging Bank of Valletta Technology to enhance Customer Experience Joseph M Camilleri Bank of Valletta plc

Leveraging Technology to enhance Customer Experience Agenda 1 - What are the technologies which can impact the customer experience? 2 - How to leverage the technologies to enhance the customer experience? 2

Technologies that impact the Customer Experience 1.1 Customer Facing Technologies 3

Technologies that impact the Customer Experience 1.1 Customer Facing Technologies Accessible - multi device / multi channels delivery options Rich functionality Intuitive: simple to use, learn Uniform experience On-line & off-line accessibility Unified communications & rich collaboration Real-time & proactive Gamification 4

Technologies that impact the Customer Experience 1.1 Customer Facing Technologies 2014 Modern Web Portal 2012 BOV Mobile Apps 2011 First drive through ATM 2009 First Advanced Deposit ATM 2007 Mobile top-ups 2002 Multi-channel banking 1989 First ATM in Malta 5

Technologies that impact the Customer Experience 1.2 1.1 Integration Customer technologies Facing Technologies 6

Technologies that impact the Customer Experience 1.2 Integration technologies Back-end integration is critical Data integration to answer queries Application integration to affect transactions Broad types of integration Point to point An enterprise architecture 8

Technologies that impact the Customer Experience 1.2 Integration technologies What plugs-into (or rides) the bus? All front end applications www, contact center, mobile app, Back end business applications - accounts receivable, product apps, Ecosystem of partners - SaaS Process automation & collaborative tech Data warehouse & ETL proceses Knowledge & document management 11

Technologies that impact the Customer Experience 1.3 Data managements & analytics Customers expect a personalised and effective service Effective cross selling and up selling Customer relationships = long term loyalty = increased profits Know Your Customer 12

Technologies that impact the Customer Experience 1.3 Data managements & analytics Sources of customer knowledge: Basic customer profile Structured transaction data Other customer feedback Public data Social listening tools 13

Technologies that impact the Customer Experience 1.3 Data managements & analytics 14

Leveraging Technology to enhance Customer Experience Agenda 1 - What are the technologies which can impact the customer experience? o Customer facing technologies o Integration technologies internal, backend architecture o Data management & analytics technologies 15

Leveraging Technology to enhance Customer Experience Agenda 1 - What are the technologies which can impact the customer experience? 2 - How to leverage the technologies to enhance the customer experience? 16

Enhancing the Customer Experience through Technology 2.1 A clear customer experience strategy guides the application of technology in the customer experience Is the customer experience strategic? Understand organization's vision Define the customer service direction Ensure that it does not conflict 17

Enhancing the Customer Experience through Technology 2.1 A clear customer experience strategy guides the application of technology in the customer experience 18

Enhancing the Customer Experience through Technology 2.1 A clear customer experience strategy guides the application of technology in the customer experience Automated Efficiency Connected Human Presence Relationship Strength 19

Enhancing the Customer Experience through Technology Malta Communications Authority e.business Awards 2013 Best Multi Channel Strategy A strategy that makes sense for our customers 20

Enhancing the Customer Experience through Technology 2.2 Effectiveness of people, process & technology in executing your customer experience strategy 21

Enhancing the Customer Experience through Technology 2.3 Technology empowers employees to become brand ambassadors and deliver a superior customer experience 22

Enhancing the Customer Experience through Technology 2.3 Technology empowers employees to become brand ambassadors and deliver a superior customer experience a knowing learning organization What do we know? Big data structured/relational & unstructured/content Select sources based on process & objectives Real-time integration/analysis vs master data management (MDM) Select technology stack: portal, business process, application, data model and database 23

Enhancing the Customer Experience through Technology 2.3 Technology empowers employees to become brand ambassadors and deliver a superior customer experience a knowing learning organization 24

Enhancing the Customer Experience through Technology 2.4 Technology delivers when employed within the context of an effective business process place the customer at the heart of the process 25

Enhancing the Customer Experience through Technology 2.4 Technology delivers when employed within the context of an effective business process 26

Enhancing the Customer Experience through Technology 2.5 Technology can enable an organization to improve reactively (sense and respond) and strategically (predict and act) 29

Leveraging Technology to enhance Customer Experience Agenda 1 - What are the technologies which can impact the customer experience? 2 - How to leverage the technologies to enhance the customer experience? o o o o Have a strategic view of the customer experience Execute through people-process-tech Empower all touch point employees Design & automate processes around customers Feedback & react, analyse & change proactively 30

Leveraging Technology to enhance Customer Experience You should never start with the technology, start with the customer and work backwards 31

Bank of Valletta Thank you jmc@bov.com