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The Customer Digital Experience –
Evolution or Revolution?
Antony Bream, UK Managing Director
CREALOGIX at a glance
2
About us
The CREALOGIX Group is an
independent Swiss software
house
and the Swiss market leader fo...
© CREALOGIX 3
The Facts & Trends
© CREALOGIX 4
© CREALOGIX 5
© CREALOGIX 6
HSBC’s oldest customer
to download its
banking app is 108!
© CREALOGIX 7
© CREALOGIX 8
© CREALOGIX 9
© CREALOGIX 10
© CREALOGIX 11
© CREALOGIX 12
7 – 9am the busiest time for customers logging in Mon to Fri
© CREALOGIX 13
© CREALOGIX «The Leader for the Digital Bank» 14
Threats To The Banking Industry
© CREALOGIX 15
Threats to the Banking Industry
© CREALOGIX «The Leader for the Digital Bank» 16
But There Are Many Opportunities
© CREALOGIX 17
User Experience Compromise vs. Security
© CREALOGIX 18
© CREALOGIX «The Leader for the Digital Bank» 19
The evidence points to a Revolution
from the customer!
© CREALOGIX «The Leader for the Digital Bank» 20
Digitize or Die!
© CREALOGIX 21
© CREALOGIX «The Leader for the Digital Bank» 22
The Details in the Data!
© CREALOGIX 23
© CREALOGIX «The Leader for the Digital Bank» 24
Tailored to customers‘ requirements through targeted campaign
management
© CREALOGIX
Homepage
2
1
© CREALOGIX «The Leader for the Digital Bank» 26
© CREALOGIX «The Leader for the Digital Bank» 27
© CREALOGIX «The Leader for the Digital Bank» 28
Get OnBoarding Right!
© CREALOGIX 29
© CREALOGIX «The Leader for the Digital Bank» 30
The Implications of Getting it Right
“You can see that we’ve developed up to 16 million-plus customers. That’s 2
million m...
So Where To Start?
© CREALOGIX 32
The Future
© CREALOGIX 33
The Customer Digital Experience –
Evolution or Revolution?
Antony Bream, UK Managing Director
+44 (0)7880 796403
antony.br...
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IQPC Customer Experience Exchange February 2015

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IQPC Customer Experience Exchange February 2015

  1. 1. The Customer Digital Experience – Evolution or Revolution? Antony Bream, UK Managing Director
  2. 2. CREALOGIX at a glance 2 About us The CREALOGIX Group is an independent Swiss software house and the Swiss market leader for Digital Banking. Our focus Our focus is placed on changed customer needs for mobility, security, personalised advice and education within a comprehensive user experience. Our locations Switzerland Germany Austria United Kingdom Singapore Facts Founded in 1996 320 Employees CHF 50 million Sales CHF 100 million Market Cap
  3. 3. © CREALOGIX 3 The Facts & Trends
  4. 4. © CREALOGIX 4
  5. 5. © CREALOGIX 5
  6. 6. © CREALOGIX 6 HSBC’s oldest customer to download its banking app is 108!
  7. 7. © CREALOGIX 7
  8. 8. © CREALOGIX 8
  9. 9. © CREALOGIX 9
  10. 10. © CREALOGIX 10
  11. 11. © CREALOGIX 11
  12. 12. © CREALOGIX 12 7 – 9am the busiest time for customers logging in Mon to Fri
  13. 13. © CREALOGIX 13
  14. 14. © CREALOGIX «The Leader for the Digital Bank» 14
  15. 15. Threats To The Banking Industry © CREALOGIX 15
  16. 16. Threats to the Banking Industry © CREALOGIX «The Leader for the Digital Bank» 16
  17. 17. But There Are Many Opportunities © CREALOGIX 17
  18. 18. User Experience Compromise vs. Security © CREALOGIX 18
  19. 19. © CREALOGIX «The Leader for the Digital Bank» 19 The evidence points to a Revolution from the customer!
  20. 20. © CREALOGIX «The Leader for the Digital Bank» 20
  21. 21. Digitize or Die! © CREALOGIX 21
  22. 22. © CREALOGIX «The Leader for the Digital Bank» 22
  23. 23. The Details in the Data! © CREALOGIX 23
  24. 24. © CREALOGIX «The Leader for the Digital Bank» 24
  25. 25. Tailored to customers‘ requirements through targeted campaign management © CREALOGIX Homepage 2 1
  26. 26. © CREALOGIX «The Leader for the Digital Bank» 26
  27. 27. © CREALOGIX «The Leader for the Digital Bank» 27
  28. 28. © CREALOGIX «The Leader for the Digital Bank» 28
  29. 29. Get OnBoarding Right! © CREALOGIX 29
  30. 30. © CREALOGIX «The Leader for the Digital Bank» 30
  31. 31. The Implications of Getting it Right “You can see that we’ve developed up to 16 million-plus customers. That’s 2 million more than when I was here last year, and we added 30,000-plus last week,” BofA CEO Brian Moynihan  The bank says its mobile “active” bank accounts surged by 15% last year to some 16.5 million.  Wells Fargo of San Francisco reported nearly 25 million active online customers last year, up 8 percent year-over-year. It had just over 14 million active mobile customers, a jump of 19 percent. Last year, it reduced its total branch network by 16. © CREALOGIX «The Leader for the Digital Bank» 31
  32. 32. So Where To Start? © CREALOGIX 32
  33. 33. The Future © CREALOGIX 33
  34. 34. The Customer Digital Experience – Evolution or Revolution? Antony Bream, UK Managing Director +44 (0)7880 796403 antony.bream@crealogix.com

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