Designing the future bank for the digital era

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Designing the future bank for the digital era

  1. 1. Designingthe futurebank for thedigital eraPol Navarro (@polnavarro) – Head of Direct Channels and Innovation40th EFMA CongressBarcelona, 19th October 2012 1
  2. 2. Banco Sabadell Multichannel banking group in Spain Focused on commercial banking More than 2.000 branches and 5 million customers
  3. 3. Banco Sabadell
  4. 4. Service design: The new marketing
  5. 5. Service design: The new marketing
  6. 6. Service design: The new marketing
  7. 7. Service design: The new marketing
  8. 8. Service design: The new marketing Simple
  9. 9. Service design: The new marketing Simple Instant
  10. 10. Service design: The new marketing Simple Instant Relevant
  11. 11. Service design: The new marketing Banks = Simple?
  12. 12. Service design: The new marketing Simple Instant Relevant
  13. 13. Service design: The new marketing Open 24h
  14. 14. Service design: The new marketing Simple Instant Relevant
  15. 15. Service design: The new marketing First European bank with an iPad mobile banking app* #1 Downloads Financial Apps (Spain)
  16. 16. Banco Sabadell“The Mobile & Social Life”
  17. 17. Digital transformation1 Mobile 3 New customer relationship model This is not online banking, • New technologies this is2 bringing Social your bank with you. • New dimension for phone banking • Social networks • Real conversations • Branded content • All employees play a role
  18. 18. 1 Mobile Banco Sabadell: pioneers in mobile Native app for each IPad app Integrated mobile banking mobile device service with social networks and video contents This is not online banking, this is bringing your bank with you. Instant Check service 2010 2011 2012 2013
  19. 19. 1 Mobile Mobile – “Addicted” customers +30% online customers using mobile x3 connections and online activity
  20. 20. 1 Mobile Mobile – smart simplicity Instant Check service – Real-time remote deposit capture Real-time Integrated Select amount Image scan confirmation 20
  21. 21. 1 Mobile Mobile 3-clicks-to-sale x2 conversion on revolving
  22. 22. 2 Social Social customer service First Spanish bank to use twitter • Service and as a service channel commercial channel (commercial offers in facebook, geopositioning, etc.) • Conversations with customers
  23. 23. 2 Social Brand journalism • Brands as content producers • Content is pushed and promoted by end users • Product managers as TV presenters • Multi-screeen distribution of content (Mobile, TV)
  24. 24. 3 New customer relationship model Mobile & Social – Transactions to conversations New potential for service & sales • New role for Phone Banking: Direct Branch > 2.000 Branches Online ~3.000 ATMs Mobile • Relevance of Social >5 Million Networks Customers • Involvement of all Direct Branch Social employees Networks
  25. 25. 3 New customer relationship model Mobile & Social – Conversation wall
  26. 26. 3 New customer relationship model Our aspiration: new customer relationship model We work for a new banking model • Commercial network (branches) become multi – channel and humanization of channels (social networks, Call Center): – All employees participate in the new relationship model – We accept the client to move freely from one channel to another, along a business process or service – We take advantage of all the moments with commercial potential (CRM, Social, Big data) • Easier and simpler banking • …maintaining a differential service
  27. 27. Some learnings
  28. 28. Some learnings Eric Schmidt: “You should always put your best team and your best app on your mobile app.”
  29. 29. Some learnings “Service design culture” with employees and customers
  30. 30. Some learnings Service awareness in all interactions
  31. 31. Future developments
  32. 32. Big data Big data• Tons of data about customer patterns (action, social, time, localization,…) • Advanced CRM• No need to develop predictive – Non-linear algorithms patterns Unstructured info – On-time – In place Structured info - Data Volume +
  33. 33. Digital Payments
  34. 34. Multi-screen world
  35. 35. El Banco de las mejores empresas. Y el tuyoThe bank of the best companies. And yours

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