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©2014 Epsilon. Private & Confidential
Why true digital transformation must take place across
the entire banking enterprise...
2
Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved.
in the financial services landscape
Tectonic shifts
1:...
3
Digital touchpoints are
becoming the primary ways
consumers interact and
transact with their banks
o Paying bills
o Gene...
4
Experience & engagement
how consumers feel
is shaped by FI abilities to match their
digital expectations
5
Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved.
Enterprise-wide digital data transformation
The connec...
6
Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved.
Single customer view
Connecting systems and processes ...
7
Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved.Copyright©Epsilon2015EpsilonDataManagement,LLC.Allright...
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Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved.Copyright©Epsilon2015EpsilonDataManagement,LLC.Allright...
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Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved.Copyright©Epsilon2015EpsilonDataManagement,LLC.Allright...
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Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved.Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrigh...
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Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved.Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrigh...
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Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved.Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrigh...
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Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved.Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrigh...
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Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved.Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrigh...
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Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved.
How to do it
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Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved.
Share Pay
Resolve
problems
Return Purchase Compare Re...
17
Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved.
Unknown prospect/customer
Identify
Business needs Off...
18
Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved.
An identified customer already has a
relationship wit...
19
Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved.
While they are also conducting activities,
consuming ...
20
Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved.
The solution
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Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved.
Fluid
journeys
Rewarding
experiences
Brand
messaging
...
22
Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved.
Take a global marketing platform
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Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved.
That is deeply integrated within all systems
Profile ...
24
Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved.
Global marketing platform
Master profile
Content auth...
25
Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved.
Global marketing platform
Master profile
Content auth...
26
Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved.
Global marketing platform
Master profile
Content auth...
27
Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved.
Global marketing platform
Master profile
Content auth...
28
Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved.
Global marketing platform
Master profile
Content auth...
29
Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved.
Business outcomes
30
Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved.
• Comprehensive Strategy – have a plan, your work wil...
Presented by:
Garner Andrews
770-367-4027
garner.andrews@epsilon.com
For more information:
Jessica Carney
214-263-5742
jes...
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Why true digital transformation must take place across the entire banking enterprise

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In the global omnichannel world we live in today, financial institutions are hindered by their disparate and siloed systems.

The rise of online banking has produced a massive shift in the way people engage with their money, bill paying, and most importantly, their banks. Today’s consumer is connected more or less 7x24x365 via mobile devices and WiFi in their cars. Banking and insurance companies are struggling to shape their online and digital engagement to match the expectations and desires of the consumers. They need to transform so that they can better understand their consumers.

With this focus on digital transformation, the financial institutions must focus on producing an enterprise-wide solution that enables the business to find, engage, convert, cultivate and expand their relationships efficiently.
Join us as we explain how organizations are successfully transitioning to enterprise-wide digital transformation.

Published in: Business
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Why true digital transformation must take place across the entire banking enterprise

  1. 1. ©2014 Epsilon. Private & Confidential Why true digital transformation must take place across the entire banking enterprise Digital Banking Summit 2015 June 9, 2015
  2. 2. 2 Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved. in the financial services landscape Tectonic shifts 1: Changing consumer expectations and behaviors molded by non- bank experiences 2: Channel proliferation: more media, devices, and disruption 3: Digitization of business and society in general 4: The data deluge 5: The world moves faster than ever
  3. 3. 3 Digital touchpoints are becoming the primary ways consumers interact and transact with their banks o Paying bills o Generating feedback o Checking balances o Looking for information
  4. 4. 4 Experience & engagement how consumers feel is shaped by FI abilities to match their digital expectations
  5. 5. 5 Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved. Enterprise-wide digital data transformation The connective tissue between customer understanding and delivery of desired experiences and engagements
  6. 6. 6 Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved. Single customer view Connecting systems and processes to optimize customer-centric touchpoints in a consistent way: from cross-channel to omnichannel +
  7. 7. 7 Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved.Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved. The Reality: Many consumer touch points are siloed – resulting in an inconsistent customer experience.
  8. 8. 8 Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved.Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved. ? Data about experience and end engagement isn’t available when and where you need it in order to recognize & acknowledge and connect with a customer
  9. 9. 9 Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved.Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved. Impersonal, functional, one- size-fits-all content is not designed to make an emotional connection with a customer
  10. 10. 10 Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved.Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved. Providing a connected, robust customer experience is a significant challenge.
  11. 11. 11 Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved.Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved. Data Real-time Technology We deliver real time data at every interaction - stitching together data that’s first party & third party —online and offline, emotional and engagement— authenticated and anonymous to create a robust marketing ecosystem.
  12. 12. 12 Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved.Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved. Data Real-time Technology Inspiring Creative Our insight- infused, technology-aware marketing ideas & content drive atomic moments of truth.
  13. 13. 13 Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved.Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved. Data Real-time Technology Inspiring Creative Digital Experiences Our digital platforms are built to share data & content across interaction points
  14. 14. 14 Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved.Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved. Data Real-time Technology Inspiring Creative Digital Experiences Our Insights and Analytics can unlock the full business value ($) that stronger brand connections can deliver.
  15. 15. 15 Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved. How to do it
  16. 16. 16 Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved. Share Pay Resolve problems Return Purchase Compare Research Select brand Identify need Comms Chat/ consultation Offers Reviews Solution details Case studies How to Thought leadership Business needs Reward Retain Win-back Cross-sell Upsell Engagement Activation Onboarding Prospects Customers and prospects – all different, expect a fluid journey as they interact with your brand, across multiple channels and touch points
  17. 17. 17 Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved. Unknown prospect/customer Identify Business needs Offers Purchase Onboarding How to Activation ResearchSelect brand For example, a prospect is going to be evaluating brands, researching, learning, evaluating – and ultimately experiencing transacting with your brand for the first time – a very important moment. Prospects Thought leadership
  18. 18. 18 Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved. An identified customer already has a relationship with your brand where we are trying to drive revenue, satisfy needs and be a valuable partner as their business evolves.Identified/loyal customer Purchase Reward Upsell Case studies Solution details Reviews Offers Chat/ consultation
  19. 19. 19 Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved. While they are also conducting activities, consuming content and moving along the lifecycle like the prospect, their path and how they navigate the environment is quite different.Identified/loyal customer Purchase Reward Upsell Case studies Solution details Reviews Offers Chat/ consultation
  20. 20. 20 Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved. The solution
  21. 21. 21 Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved. Fluid journeys Rewarding experiences Brand messaging Transactional moments
  22. 22. 22 Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved. Take a global marketing platform
  23. 23. 23 Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved. That is deeply integrated within all systems Profile management Program administration Rewards engine Transaction processing Offer management Real-time decisioning Points engine Liability management Partner management Web services Real-time calculations Reporting and analytics Global marketing platform
  24. 24. 24 Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved. Global marketing platform Master profile Content authoring and management Extended into the entire digital experience Text and rich media content source
  25. 25. 25 Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved. Global marketing platform Master profile Content authoring and management Serving enhanced experiences based on behavioral, 1st party and 3rd party data Analytics Integration layer 3rd party data sources Analytics Profile and audience information Text and rich media content source
  26. 26. 26 Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved. Global marketing platform Master profile Content authoring and management Integration layer 3rd party data sources Made more relevant by targeting solutions Analytics Text and rich media content source Profile and audience information Business rules and content testing Personalization rules, testing and automation
  27. 27. 27 Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved. Global marketing platform Master profile Content authoring and management Integration layer 3rd party data sources And extended into outbound channels Targeting Touchpoints and interactions Business rules and content testing Analytics Text and rich media content source Profile and audience information Personalization rules, testing and automation Omni-channel communications
  28. 28. 28 Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved. Global marketing platform Master profile Content authoring and management Integration layer 3rd party data sources Enabling meaningful conversation at every touch point across the lifecycle Business rules and content testing Touchpoints and interactions Analytics Text and rich media content source Profile and audience information Personalization rules, testing and automation Omni-channel communications
  29. 29. 29 Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved. Business outcomes
  30. 30. 30 Copyright©Epsilon2015EpsilonDataManagement,LLC.Allrightsreserved. • Comprehensive Strategy – have a plan, your work will be more efficient • Roadmaps, Program management, measurable goals • Reduced time to market • Cohesive Marketing messaging - Content Strategy, • Improved Call to Action (CTA) results • For all channels • Effective spend of your marketing dollars • Ability to personalize experience for registered & anonymous users (DMP & Analytics) • Improved analytics (DMP & Analytics) provide new detailed data points for analyzing • Improved business decisions • Improved reporting – measurable KPIs • Quicker reactions to positive and negative events Business Outcomes
  31. 31. Presented by: Garner Andrews 770-367-4027 garner.andrews@epsilon.com For more information: Jessica Carney 214-263-5742 jessica.carney@epsilon.com

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