Presentación de Mauricio Bravo, Director de servicios profesionales de NCR para América Latina en el 16º Congreso de Tecnología para el Negocio Financiero.

1. Branch Transformation
Moving to Branch 3.0
“Advice is your core competency……”
NCR
June 2016

2. 6/27/2016 2NCR Confidential
Where, when and how will consumers use the branch in the future
Smaller physical
footprint
More self-service
consumers
Exploding digital data –
mobile, online, devices
Fewer tellers, more digitally
assisted service models
More
customer
touch points
Centralized, on-
demand omnichannel
analytics

3. 6/27/2016 3NCR Confidential
What will investment in the branch proposition look like?

4. 6/27/2016 4NCR Confidential
Key branch strategy initiatives?
Merging physical
and digital
consumer
experiences across
all self-service
points and channels
Delivering
customers the right
channel with the
right service
offerings, available
at the right time
Transforming front,
middle and backend
business processes
to maximize staff
effectiveness
Delivering an Omni-
channel Experience
Optimizing Channel
Service Mix
Lowering the
Cost to Serve

5. 6/27/2016 5
Quadrant 1
21%
REVENUE
EFFICIENCY
CONSUMER
EXPERIENCE
NCR Confidential
Consumer Experience 3.0
Getting it right first time. Powering Sustainable growth.
Quadrant 2
36%
Quadrant 3
14%
Deliver Personalized Service
Deliver Retail network
transformation
Deliver best in class Omni
channel customer journey
DeliverCxProcess
Mission – Be the PFI
Strategy - Customer loyalty
Plan
Quadrant 4
29%

6. Consumer Engagement 3.0
The consumer designs your engagement model. Listen to them.
55%OF Gen
X + Y customers
want their banker’s
F2F advice before
Buying
53%OF Gen
X + Y customers
want to buy BOTH
simple & Complex
products F2F22%Higher
NPS scores reported
for customers who
use both branch
and digital
FI’s want 56% of
their products bought
using self service digital
channel40%
YOY Increase in the
number of CLA
customers “unlikely”
to buy from PFI
50%
YOY Increase in the
likelihood of your
Gen Y customers
defecting in CLA

7. 6/27/2016 7NCR Confidential
Cómo serán los bancos del futuro
• Los jóvenes impulsan el cambio hacia un autoservicio digital completo
• 40% de las interacciones bancarias son online, (60% en países desarrollados)
• ¿Cómo ser disruptivo en una de las industrias más conservadoras del mundo?
• ¿Cómo mantener la innovación viva cuando las regulaciones y los
requerimientos de seguridad son ineludibles?
Sofía Terrile PARA LA NACION DOMINGO 24 DE ABRIL DE 2016

8. Operational
Efficiency
• Right size Branch P+L models
• Align footprint & distribution to fit local markets
• Manage compliance and risk
Consumer
Experience
• Merge physical and virtual consumer journeys
• Create differentiated, expanded service offers
• Deliver human engagement option anytime, anywhere
• Compete with ‘Clicks to Bricks’ from new entrants
• Deliver increased revenue per member of staff
• Increased household product penetration ratios
• Embed customer loyalty for future purchases
Grow
Revenue
Branch 3.0 – Evolving Drivers.
Deliver Revenue & Loyalty. Efficiently.

9. 15%The Digital Conversion Ratio
85%The Face to Face Conversion
Ratio
55%Call Center Conversion Ratio
Human-Proactive
Digital-
passive
Branch 3.0 – Engagement Value
The power of P2P engagement.

10. Branch 3.0 – Evolving Strategy
Branch is neither clicks, nor bricks, its about connecting people.
Business Transformation Continuum.
Branch 3.0
P2P omni channel engagement
Get your people connecting with customers
USD 105k pa
USD 405k pa
USD 436k pa
Branch 1.0 & 2.0
Migrate, Right Size, re-distribute
physical presence

11. NCR Cx Banking
Platform
Branch 3.0 - Operationalized

12. NCR Branch 3.0 Strategy. Merge Physical and Digital experiences
Be everywhere. Control the sales cycle.
Remote sales
in Branch
Remotely on the
customer’s device
Face to Face in the
branch
Remotely at the ATM
Manage customer
journey and workflow

13. • Remote view, track and analyse customer self service
interactions in your Branch
• Identify bank and non-bank customers and be prepared
for interactions
• Respond seamlessly to customer help requests
Phase 2:
• IB ‘CRM & Sales’
• European Customer project
• One view portal for all disparate applications
• Identify & offer personalized service based on their data
• Minimal integration with maximum CRM value
• As per ‘Lite’ plus access to details in customer database:
- Customer profile e.g. VIP
- Sales Offers
• View and control up to 6 Self Service devices at once
• Transaction Override capabilities
• Supports withdrawal overrides and over limit
• Future new transaction capabilities e.g. Bill Payment
Control
NCR Interactive Banker. Change the Personal Banker Model.
One : Many Staffing ratio. No compromise on full branch control.
123
Sales
One View

14. 66%Drop in FTE costs without
loss of branch capability
Source : Wells
TopPerforming sales Branch in
region within 90 days
Source : Wells
50%Of the operating costs of a
traditional branch. 1200sq ft
Source : Wells
Change the Metrics. Wells Fargo.
NCR Interactive Banker.

15. Change the Choreography. Banco Popolare di Bari.
NCR Interactive Banker.

16. Interactive Banker
6/27/2016 16

17. 17
Remote Transaction Management
• Cash withdrawal & Deposit, receipt print
• Check Print
• Check deposit (Account split), encashment, Coin dispense
• Scan ID & Validate electronic signature
Account Management
• Pay new, or pre-loaded bills
• Inter account transfers
• Instant 3rd party Transfers
• Address changes, Regular payment changes
• Order statements, order new cards
Retail Sales Engagement
• Scan and Record new ID, supporting documents
• Print contracts, cover documents etc
• Retail loan initiation, retail lending scoring & maintenance
• Release loan funds via cash, check, pay into account, 3rd
party transfers
NCR Interactive Teller. Change the Teller model.
One : Many Staffing ratio. Full remote control & 24 hour video engagement anywhere
123

18. 88%Increase in customer
service hours
Source : NAMER CU’s
40%Reduction in annual Teller
salary and back office costs
Source : NAMER CU’s
60%Increase in branch sales
Source : NAMER CU’s
35%Increase in Member
acquisition
Source : NAMER CU’s
275+ NAMER CU’s. Merging Physical and Digital experiences.
NCR Interactive Teller.

19. 6/27/2016 19NCR Confidential
FGB Jamaica
leverage Interactive Teller solution to:
 Reduce Overhead –
o by better management of their teller resources from a central location
o by minimizing the need to physically handle notes in the branch
 Expand Footprint by implementing a Hub and Spoke environment that will support
customer branch fulfillment in a small footprint
 Increase Customer Time and Convenience –
o by deploying ITMs in locations that will be accessible outside of branch hours
of operations and fulfilling customer transactions remotely
o by increasing the number of “branches” available to their customers across
the country
o by decreasing the amount of time to perform a customer transaction (First
Global Bank’s teller are required to perform multiple currency counts,
deposits and withdrawals, which will be performed by the ITM with this
solution)
 Sales Focused branches by repurposing the existing teller resources from fulfillment
to marketing and sales of bank products

20. Europe Majors. Merging Physical and Digital experiences.
NCR Interactive Teller delivering efficiency, consumer experience & growth.
MEA Majors. Merging Physical and Digital experiences.
NCR Interactive Teller delivering efficiency, consumer experience & growth.
Improve, using
ENBD and others
MEA Majors. Merging Physical and Digital experiences.
30 Countries and states deploying NCR Interactive Teller.

21. Brazil
6/27/2016 21

22. Europe Majors. Merging Physical and Digital experiences.
NCR Interactive Teller.

23. Interactive Teller
6/27/2016 23

24. NCR Confidential 24
In-Branch Video Room or
Kiosk
Video allows Branches to
instantly augment staff with
Product & Service Experts
Anywhere Integration
Remote Video enables
Financial Institutions to Offer
Expertise from any channel as
a Stand-along app or
embedded in existing
applications
Share
Screen
Share
Screen
Customer’s
own device
Multi-channel solution
available as a service to all
digital platform Customers;
combined routing with NCR
Interactive Teller
NCR Interactive Expert. Radicalize the Sales Expert model.
Remote Assist Expert. Channel Holistic engagement across expanded hours, locations, devices.

25. NAMER CU’s. Already offering full ‘virtual banking’ in branch
NCR Interactive Teller and Expert combined.

26. What’s next?
Channel Holistic, Personal or virtual
Engagement whenever, wherever
the consumer needs it

27. What we do know. Consumers want Phygital - Be Ready.
Video Teller
Predictive Offer
Engine
Mobile
Account
Opening
App
E-receipts
Video
Expert
Share
Screen
Share
Screen
In store
banker
Robo-
Advisor?
Advanced
ATM flows

28. Transform your Retail ‘Branch’
Banking Proposition.
• Fully Integrate Staff within the Omni Channel consumer journey
• Merge physical and digital consumer experiences
• Dominate the Consumer buying and loyalty cycle

29. Branch 3.0 Driver.
Branch is neither clicks, nor bricks, its about connecting people.
Migrate, Right size & re-distribute
Physical Right Sizing & Re-distribution
delivers physical presence, manageable
operating costs.
But Bricks, mortar and location do not
constitute Cx, or growth alone
Business Transformation Continuum. Now its time to merge the physical and digital experiences
Transform Engagement
• Your customers want to engage with staff
• Create Pro-active, quantifiable, growth
• Give them new tools to reach & engage with
customers, replicating branch, where &
when customers prefer to do business
Branch1.0&2.0Branch3.0

30. NCR Cx Banking Solution Platform
Macro Drivers
REGULATORY
ECONOMIC
CONSUMER
TECHNOLOGY
FI Objectives
GROW REVENUE
REDUCE COST
CUSTOMER
EXPERIENCE
MANAGE RISK
CONNECTIONS