Deliver a Great Online Customer Experience
Wilfried Dudink, Product Marketing Manager – Cloud Services EMEA
How The Market Is Changing
Where are they now?
Building Society Entrants:
By 2008, every building society
that floated on the stock market
had either been sold to a
conventional bank, or been
Cloud Computing >
How The Market Is Changing
New Direct Competition
Fragmentation - New ‘Lite’ Competition
PayPal – Card Payments
EVI – Online investment
Western Union – Global Money Transfer
How The Market Is Changing
Banks are changing their business model
Local branch conversion to virtual
Mobile push as smartphones reach
exceeds 50% of the population
(Private) Cloud expansion
Financial background – Risk assessment and
Customer behavior & wishes (Loyalty
programs & tailored services/products)
How The Analysts Predict The 2013 Market Place
IDC Financial Insights
Security and Data Loss Prevention will rise in the CIO heat map to rank in the top 3
priorities as first mobile malware scandals hit EMEA
Banks will begin to make greater use of new [private] cloud-based opportunities to
reduce operational costs and increase efficiencies
An increasing number of service-affecting IT systems failures will occur, with institutions
battling to keep existing legacy platforms functioning in a continued climate of budgetary
What are the Drivers Retail Banks Face Today?
In Branch / Online Technology
What are the DriversRetail Banks Face Today?
The generation ‘Facebook’ expect
to be able to do ‘everything’ from
their mobile device FAST
And they like to share their good
/bad experiences even faster….
Successful customer experience results in customer loyalty, and also in customer
acquisition as they will refer friends and family.
Customers know banks hold vast amounts of information on them, and would like that
data to be transposed into tailored, personal products and experiences.
In Summary, Retail Banks Need To:
“Provide a secure, tailored, FAST online experience to its customers in order to retain them, which will
cultivate customer advocacy, and so aid the migration of in branch customersto online.
At the same time they need to provide a fast, holistic interactive virtual branch experience to the
customers who don’t migrate online, in order to compete against new competitors.“
They will do this by:
Breaking up their legacy systems into agile components to help serve up data faster, and create
composite solutions. For example the development of new wealth management features for affluent
Using the data they currently have, and gather via transactions, to personalise the online experience
and products they provide to customers.
Providing fast loading online User Interfaces that don’t suffer load speeds during peak periods.
Providing a DDoS security strategy that allows for continued fast access even during an attack.
Expectations and Realities
When, Not If, You’re Attacked
Distributed Denial of service (DDoS)
A malicious attempt to make a computer resource unavailable to its
intended users. Attackers try to prevent an internet site or service from
functioning efficiently or at all, temporarily or indefinitely
The Reality of Attacks
7,000 attacks happen every day
Free and DDoS for hire sites
$67 a day to rent a botnet - an ad hoc
computer network used to amplify attacks
Attacks are increasingly more complex
Social Media gives attackers a
*Forrester® Consulting, The Trends and Changing Landscape of DDoS Threats and Protection
**Forrester® Consulting, DDoS: A Threat You Can’t Afford to Ignore, January 2009.
Challenge: Weighing Risks
Damage to Our Brand
If our site is down, customers question if we
can be trusted and are a safe place to shop
– ruining years of work to build our brand.
For every 1% variance in brand equity, there’s a
corresponding 1% variance in stock return
Customer Service impact from an attack can
last 4-6x longer than the attack.
Loss of Revenue
We do the majority of our business online. If
our website is down, we lose revenue.
The Financial Impact of a DDoS Attack runs
Bad Customer Experience
Call centers get overwhelmed and
customer frustration skyrockets when our
site is down.
Expense of Mitigation Solutions
I want to be covered but we have limited
staff and budget.
It takes only ¼ of a second to
lose a customer.
Delivering A Great Customer Experience
Web acceleration is best described as a content ‘turbo charger box’ that sits on the server side and
pushes out content that is consumed in a web browser at significantly increased speed.
It can be used in conjunction with CDN to provided even faster content delivery, or as a stand alone
Bringing The Data Next Door
Content Delivery Network
Content Delivery Networks (CDN) replicates a banks data and/or content across multiple Level 3 data
centers over the pre-defined region (GB, EMEA, APAC, Global..etc).
This means that when an end user makes a web browser request for information, it is drawn from the
server set closet to the customer, so reducing data travel and so time lag.
An additional benefit, is during times of peak demand for content, it is able to balance the demand
across multiple server sites so ensuring data delivery scalability and availability.
Keeps The Pipes Clear
The Level 3 DDoS (Dedicated Denial of Service) security solution is designed to help combat the
effects of a hacker trying to flood a server with data requests in order to bring it either down, or hide
their hacking activities in the background.
The Level 3 solution is designed to work during an attack, by essentially transposing data requests
through VPN’s targeting the bad requests from genuine, and thereby helping to enable the server to
stay online and in use..
Ensures continued up
time and access
during a DDoS attack
Keeps connectivity speeds
up at accepted levels
Customers feel secure and stay
Protects against loss of brand
Data Speeds approx.
twice as fast
Encourages more online
use, and less in branch
Happy online customers are
more loyal and recommend
Significant reduced customer
Reduces the distance
between the content
and the customer
Use as your delivery
network – removing burden
on legacy environments
Gives the customer a seamless
Reduces TCO of internal
systems, and adds flexibility