2. TRENT ROSSINI
inQuba MD
Redefine the Delivery of Financial Service Journeys
That Clients Love
SERVAAS VENTER
Microsoft FSI Sales lead
WELCOME TO OUR WEBINAR!

4. Accelerate your customer
journey in the
New Normal

5. COVID-19 FINANCIAL SERVICES POINT OF VIEW
Microsoft Platform + Partner Ecosystem
Digital Transformation
Industry
Challenges and
Drivers
Impacts to
Strategy and
Prioritization
Accelerating
to the
New Normal
Customer
And Partner
Stories
Partnering
for Success
The Microsoft Partner
ecosystem and
Microsoft Services
Offerings
The New
Normal
An Operating Model

6. interest rate adopted by central
banks globally
Near 0%
>$2T
in US private equity to deploy
15%
of auto premiums to be refunded by
large U.S. insurers
25%
drop in M&A volume
BANKING INSURANCECAPITAL MARKETS
added to loan lost reserves
Billions Billions
lost in the SMB sector – potential
solvency crisis for Insurers
COVID-19 MACRO IMPACTS ACROSS FSI

7. “We saw two years of
Digital Transformation in
two months”
Satya Nadella – April 30th, 2020

8. PRE COVID-19 FORCES AT WORK DRIVING CHANGE
Changing customer expectations
Threat of disruption and disintermediation
Legacy systems
Changing business models
Fraud and cybercrime
Complex regulatory environment

9. COVID-19 RESPONSE JOURNEY
RECOVERRESPOND REIMAGINE

10. RESPOND
Manage risk across the organization, identifying
and managing high risk customers
Empower employee teams to
meet customer needs

11. Combat Financial Crime
Deliver differentiated customer
and client experiences
RECOVER

12. Modernize core systems through
platform augmentations
Enable a financial services industry to shift
from product to customer centricity
REIMAGINE

13. Deliver Differentiated Customer
Experiences
Manage Risk across the
organization
Empower your Employees
through Teamwork
Combat
Financial Crime
Modernize Core Systems through
platform augmentations
Microsoft Platform
FINANCIAL SERVICE MARKETS PRIORITY SCENARIOS
Data and AI
Microsoft Partner
Ecosystem
Powered By:

14. ACCELERATE YOUR TRANSFORMATION DIGITISATION SCENARIOS
Ensure employee to
customer engagement
when customers stall
Identify dissatisfied
customers and
proactive engage
Put in place proactive
communications to
customers that are at
increased risk
Mobilise a process of
change to measure
and optimize
experience delivery
Measure the
experience from
current core systems
and deliver experience
improvements
Tracking the customer’s
journey and proactive
engaging when the get
stuck
Ingest all the data from
core systems and use this
data to drive engagement
improvements
Distribute Experience
Insights to employees
to delivery super
experiences
Engage and
Serve customers
virtually
Liquidity and Stress
Testing
COVID-19 Scam
Prevention
AML/Fraud
Prevention
KYC/Identity
Protection
Deployment of
Neo Banks
Modernize Core Systems
through Augmentation
Combat
Financial Crime
Manage Risk across the
organization
Deliver Differentiated Customer
Experiences
Empower your Employees
through Teamwork
Rapid Deployment of
Remote Work
General
Solutions
Experience
Solutions
Journey
Solutions
Respond
Reimagine
Recover

15. ACCELERATE YOUR TRANSFORMATION DIGITISATION SCENARIOS
MAPPED TO TECHNOLOGY
Empower your Employees
through Teamwork
Manage Risk across the
organization
Deliver Differentiated Customer
Experiences
Combat
Financial Crime
Modernize Core Systems
through Augmentation
Respond
Recover
Reimagine
General
Solutions
Microsoft Teams
High Performance
Compute
Microsoft Dynamics
Data and AI
Mobile Services
Experience
Solutions
Journey
Solutions
inQuba CX:
Distributed Experience
Reports
inQuba CM :
Complaints Escalations
inQuba CX
inQuba CM
inQuba Social
inQuba CX :
Monitoring Experience
Delivery
inQuba Journey :
Customer to employee
escalations
inQuba Journey :
High Risk client
identification and
engagement
inQuba Journey
inQuba Engage
inQuba Journey :
Conversational Analytics for
Customer Engagement
Data and AI Cognitive Services

16. Digital Onboarding, KYC, and digital signing
Custom experiences for vulnerable/at risk customers
Virtual Call Centers/Power Digital Virtual Agents
Proactive offers/assistance to customers impacted
Rapid Deployment of Government Aid and Stimulus
Proactive Cash Management for SMBs
Integration with Government Agencies
Programs to help Small Businesses to survive and thrive
Compliance Transformation through Intelligent Automation
Realtime Risk Modelling, stress testing, and reporting
Improved/Alternate Credit Scoring with new datasets
Business Continuity
Protection from COVID-19 Scams
Real time Payments/AML Surveillance
Continuous Identity Protection
Protection from evolving sophisticated Cyber Attacks and Fraud
Transformed
Culture
Remote Work from Home/Any
Location
Employer + Employee trust
relationship
Employees are focused on
customer relationships/
experience
Automation of low value activities
A focus on continual improvement
of the value delivered
Driving Insights to action
The New Bank for the New Normal
POST COVID-19 DIGITISATION THE OPERATING MODEL
Inclusive
Customer
Experience
Drive Stimulus and
Recovery
Resilience and
Risk Management
Cyber Security
and Financial Crime

17. OUR MISSION
Expansive platform
• Ability to integrate into complex banking systems environment and legacy systems
• Ability to augment core systems with focused partner solutions
Pervasive Intelligence
• Embed analytics and telemetry into the banking platform
• Ensure that the embedded analytics translate into systems of insight that drive
action
Regulatory compliance, natively hybrid
• Market making leadership in regulatory for financial services
• Ensure that market conduct monitoring ensure fair treatment of all customers

18. inQuba Client Journey Management
Our Approach to the New Normal
Slide is good but
check for consistency

19. HARD RESULTS
I love this slide but it’s not
visually consistent with the
deck which makes it look
like patchwork
OUR APPROACH
INQUBA
JOURNEY
ANALYTICS
LARGE
TELCO
GLOBAL
INSURER
LARGE
BANK
Big Data
Find patterns in customer & transactional data across
experiences & over time
Journey Analytics
Discover actual customer journeys through experiences &
channels, & their sentiment
Optimisation
Nudges & interventions, informed by Machine Learning, that
retain customers by helping them to reach their goals
80% to 120% increase in conversion
at moments of truth
20-point increase in Net Promoter Score

20. CLICK TO EDIT MASTER TITLE STYLELEADING ACROSS VOC & JOURNEY ANALYTICS
Gartner
Market Guide for
Voice-of-the-Customer
Solutions
November 2018

21. Dominant Digitisation Themes
In the Next 24 Months

22. BIG DATA
AND AI
Why’s this important?
• Obtain a deeper understanding of customer
context
• Data provides insights on lapse risks and revenue
opportunities
• Context provides a basis for effective omni-
channel engagement and particularly
conversational analytics
The ability to integrate
diverse types of data to
obtain a deeper
understanding of the
underlying stories
CUSTOMER DATA
PLATFORMS
(CDPs)
DOMINANT DIGITISATION THEMES
Why’s this important?
• Simplifies the data collection from multiple
sources
• Provides a unified customer record with customer
context
• Context informs personalisation, and the delivery
of the right message to the right customer at the
right time.
Platforms that collect data
from multiple sources to
obtain a complete view
of customers

23. CONVERSATIONAL
ANALYTICS
Why’s this important?
• This leverages familiar chat-like engagement without
the need for another customised mobile app
• Interactions are real-time
• Conversations are in the context of customer goals
and offerings can be refined as conversations develop
• Conversation data informs customer context and
segmentation
The ability for a business to
have a personalised
conversation with a
customer and to both serve
the customer and learn
more about them
OMNI-CHANNEL
ENGAGEMENT
DOMINANT DIGITISATION THEMES
Why’s this important?
• Coherent messaging aligned to the brand promise
builds trust
• Engaging customer experiences are achieved through
coherent multi channel engagement
• Customers are more inclined to act in line with
messaging when there is a track record of coherence
and trust
Coherent engagement with
customers across multiple
platforms that considers
the customer context and
previous interactions

24. Bringing Together Digitisation Themes
And Journey Optimisation

25. CUSTOMER
JOURNEY
MANAGEMENT
BIG DATA
AND AI1
CUSTOMER DATA
PLATFORMS2
CONVERSATIONAL
ANALYTICS3
OMNI-CHANNELS
ENGAGEMENT4
• The customers’
transactional journey
• The customers’ emotional
journey
• Understanding customer
context to design
appropriate interventions
• Hyper-personalisation of
contextual interventions
• Tracking the impact of
interventions on goal
achievement
HOW CAN WE USE THESE THEMES TO DRIVE CHANGE?

26. PRIORITY SCENARIOS MAPPED TO CUSTOMER JOURNEY OPTIMISATION
DISCOVER JOURNEYS
UNDERSTAND CUSTOMERS
REVIEW DEEP INSIGHTS
DESIGN A STRATEGY
REVIEW & OPTIMISE
Deliver Differentiated
Customer Experiences
Manage Risk across
the organization
Empower your
Employees through
Teamwork
Modernize Core Systems
through platform
augmentations
CUSTOMER
JOURNEY
MANAGEMENT

27. DISCOVER JOURNEYS
Discover where & when clients are leaving or falling off
UNDERSTAND CUSTOMERS
Understand customers by measuring emotion
REVIEW DEEP INSIGHTS
Review client behaviour overlaid with emotional context
DESIGN A STRATEGY
Design systemic and personalised interventions & nudges
REVIEW AND OPTIMISE
Iterate to maximise journey optimisation
SOLVING FOR RETENTION AND AQUISITION IN FINANCIAL SERVICES

28. CLICK TO EDIT MASTER TITLE STYLE
APPLICATION
ACCEPT QUOTE
DOCUMENTATION
ACTIVATION
APPLICATION
EXPERIENCE
MODELLED
CUSTOMER
JOURNEY
PERFECTLY DESIGNED JOURNEYS vs REALITY
DISCOVER
JOURNEYS

29. CLICK TO EDIT MASTER TITLE STYLE
APPLICATION
ACCEPT QUOTE
DOCUMENTATION
PERFECTLY DESIGNED JOURNEYS vs REALITY
ACTIVATION
APPLICATION
EXPERIENCE
IN REALITY
DISCOVER
JOURNEYS

30. Register / call centre
Register / email
Register / web
Assessment / supplier
Query / web
Approval / call centre
Query / call centre
Car hire / supplier
Collect car / supplier
Query / supplier
Query / web
Decline / supplier
Complaint / supplier
CLAIM(MOTOR)
!
!
!
DISCOVER JOURNEYS
Discover clients’ real paths, & where & when
they are leaving your business. Get a view of
their sequences & their obstacles, & where
things are going wrong.
SOLVING FOR RETENTION AND AQUISITION

31. “Listening offers data. Hearing offers empathy and
intelligence. Activity, action, and engagement steer
perspective and encourage a sense of community and
advocacy.”
Customer
Archetype
CUSTOMERS’ EMOTIONAL JOURNEY UNDERSTAND
CUSTOMERS

32. Register / call centre
Register / email
Register / web
Assessment / supplier
Query / web
Approval / call centre
Query / call centre
Car hire / supplier
Collect car / supplier
Query / supplier
Query / web
Decline / supplier
Complaint / supplier
CLAIM(MOTOR)
!
UNDERSTAND
CUSTOMERS
Reach out to customer cohorts on particular
paths to gather feedback and measure
sentiment.
Feedback collected in real time adds a layer of
insight to revealed journeys.
SOLVING FOR RETENTION AND AQUISITION
!
Dear Charlotte
We would really value your feedback
on your recent claim experience.
Kindly take a minute…
TransAtlantic Ins.
Today, 15:30
Very good!
Charlotte Weaver
Today, 17:40

33. Register / call centre
Register / email
Register / web
Assessment / supplier
Query / web
Approval / call centre
Query / call centre
Car hire / supplier
Collect car / supplier
Query / supplier
Query / web
Decline / supplier
Complaint / supplier
CLAIM(MOTOR)
REVIEW DEEP INSIGHTS
Overlay the real client journeys, by client
segment, with their emotional context. Better
understand your clients’ while they’re
achieving or not achieving their goals.
SOLVING FOR RETENTION AND ACQUISITION

34. FUNNEL vs INDIVIDUALISED
JOURNEY APPROACH
Select
Audience
Response
& select
Response
& select
Response
Funnel Approach
DESIGN AN
INTERVENTION STRATEGY

35. = Goal
= Goal
Pam
Mark
FUNNEL vs INDIVIDUALISED
JOURNEY APPROACH
Journey Approach
DESIGN AN
INTERVENTION STRATEGY

36. Register / call centre
Register / email
Register / web
Assessment / supplier
Query / web
Approval / call centre
Query / call centre
Car hire / supplier
Collect car / supplier
Query / supplier
Query / web
Decline / supplier
Complaint / supplier
CLAIM(MOTOR)
DESIGN AN
INTERVENTION
STRATEGY
Orchestrate client journeys by designing
personalised interventions to retain each profile of
at-risk clients, through contextual nudges,
feedback collection and service recovery
SOLVING FOR RETENTION AND ACQUISITION

37. OPTIMISATION and ROI
Control Group
Dear Tim
We are excited to offer you the
deal of a lifetime that will offer
you so much more!
Dear Tim
Your should consider the
premium saver from
Transatlantic
A/B Tests
Test Group
A
B
A
B
REVIEW AND
OPTIMISE

38. Register / call centre
Register / email
Register / web
Assessment / supplier
Query / web
Approval / call centre
Query / call centre
Car hire / supplier
Collect car / supplier
Query / supplier
Query / web
Decline / supplier
Complaint / supplier
CLAIM(MOTOR)
REVIEW AND OPTIMISE
Review the impact of strategies & tests on
behaviour & conversion. Iterated & fine-tune
interventions for maximum possible optimisation
of client journeys and retention of clients.
Measure ROI & repeat.
SOLVING FOR RETENTION AND ACQUISITION

39. Optimising Customer Journeys:
An Orchestration Scenario

40. JOURNEY
ORCHESTRATION

41. Messages matched to the
audience. The right creatives and
tone to drive the right outcomes
3. CONTENT 2. AUDIENCE
4. BEHAVIOURAL
NUDGE TIMING
Messages that are synchronized to the
needs of the customer at that point in
the Journey
Understanding the
Experiential/Emotional state that the
architype is feeling at this point in the
Journey
1. EMOTIONAL
STATE
Profiled audience grouped by
architypes to ensure matching of
message and profile
ORCHESTRATION BASED UPON EMOTIONAL CONTEXT

42. Register / call centre
Register / email
Register / web
Assessment / supplier
Query / web
Approval / call centre
Query / call centre
Car hire / supplier
Collect car / supplier
Query / supplier
Query / web
Decline / supplier
Complaint / supplier
CLAIM(MOTOR)
PROFILE
FEEDBACK Poor service
Poor
communication
Poor
workmanship
EXPERIENCE
AN ORCHESTRATION SCENARIO
!
!
Claim (motor), including interactions with numerous suppliers
such as vehicle hire and panel beaters
High value, high risk

43. REGISTER ASSESSMENT PANEL BEAT COLLECT CAR
Charlotte waited for 10 days for
an update. She eventually
received a call on a Friday
morning informing her that her
car was ready for collection. She
wasn’t able to make
arrangements on the day so
kept the hire car for the
weekend
Charlotte had an accident on
her way to work and
registered the claim. She had
to call several times for an
update and was eventually
able to select an available
panel beater
Charlotte rearranged her
meetings and took her car to the
panel beater. She took an Uber
to the car hire branch to collect
her hire car, which was neither
ready nor clean
Charlotte collected her car from
the panel beater, only to find a
new scratch and a peculiar
scraping sound when
reversing.. Charlotte
complained
Dear Charlotte, thank you for the
chat, and apologies once again…
I have arranged for your Polo to
be collected from you and a hire
car delivered at the same time.
This will happen tomorrow…
The issues on your car will be
resolved by one of our premium
suppliers by the end of this
week…
I’m overseeing this personally
and will keep you updated daily.
Please fee free to reach out to
me at any time by replying, or by
calling me directly..
Jennifer at TransAtlantic
Today, 15:30
Assignee: Jennifer J
Note: Hi Jennifer, kindly contact..
New Case: Priority Customer
Today, 15:41
CLIENT CONTEXT
CLAIM
Poor service
Poor
communication Poor
workmanship
HIGH VALUE
HIGH RISK
Assignee: Jennifer J
Note: Hi Jennifer, kindly contact..
New Case: Priority Customer
Today, 15:41
Dear Charlotte, I’m really sorry to
hear about this situation.
I’m overseeing this personally and
will arrange for an acceptable hire
vehicle..
Jennifer at TransAtlantic
Today, 15:30
PROFILE-SPECIFIC ROUTING & TREATMENT
PROFILE-SPECIFIC ROUTING & TREATMENT
!
! !
Dear Charlotte, we’d really value
your feedback on your recent
Assessment. Kindly take a
minute…
TransAtlantic Ins.
Today, 15:30
ABC made me wait, and car dirty!
Charlotte Weaver
Today, 17:40

44. REGISTER ASSESSMENT APPROVAL PANEL BEAT CAR HIRE COLLECT CARCLAIM
CASE MANAGEMENT
Closed-loop service recovery
CLIENT JOURNEY OPTIMISATION FOR RETENTION
CONTEXT-DRIVEN INTERVENTIONS
Interventions & nudges that encourage behaviour
FEEDBACK COLLECTION
Omni-channel surveying

45. The inQuba
Difference

46. Rapid insight into
what’s happening in
your business
SPEED TO
INSIGHT
Where & when to
intervene for best
results & to manage
risk
INTERVENTION
CLARITY Swift testing of
intervention
effectiveness
RAPID ITERATION
Tangible links
between interventions
and conversion
TANGIBLE
ROI
REDUCED DEV
DEPENDENCY
Light integration ensuring
speed to results
THE INQUBA DIFFERENCE

47. Journey Management
Entry Point?

48. JOURNEY MANAGEMENT
Entry point?
DISCOVER JOURNEYS
UNDERSTAND CUSTOMERS
REVIEW DEEP INSIGHTS
DESIGN A STRATEGY
REVIEW & OPTIMISE
CUSTOMER
JOURNEY
MANAGEMENT

49. INQUBA JOURNEY ACCELERATOR
3 simple steps
1
Schedule your 2-hour
interactive, virtual
workshop
WHAT WE’LL DO
• Map your customer journey
• Define customer profiles
• Identify nudge opportunities
• Identify data requirements
• Quantify the ROI
WHAT YOU’LL GET
An Accelerator Pack to start your Journey trial:
• High level Journey Design
• Step 2 documented
• Journey ROI Modeller
2
3

50. Q&A

51. So take that first step
of the Journey…
Book your Journey Accelerator
Workshop now!

53. Thank you!