Lessons learned along the journey to implement new ways of working in the largest private bank in Latin America

1. TI-1448 : Largest Brazilian Private
Bank is Using Connections to Bring
Innovation to Thousands of Users
Glenda Madeira / February 3rd, 2016
br.linkedin.com/in/glenda-madeira-bb91048

2. Itaú Unibanco in the Bank Industry
• We are in the leading position in Brazil through key competitive strengths
2Values as of and for the quarter ended September 2015. Source: Itaú Unibanco Institucional Presentation
BRL1,322.7Bln
total assets
5,012
branches and CSBs
in Brazil and abroad
44.2%
efficiency
31,000MM
clients
21
countries
Global Footprint of Brazil’s Top
Private Sector Bank

3. IT Department at Itaú Unibanco
IT Department
Business Headquarter
Branches
ATMs
Infrastructure
Multi Channels

4. I´ve learned that ...
1. Know what we want to solve
2. Have a strategy and believe!
3. “Eat our own dog food”
4. Never stop evangelizing
5. Find out WIIFM – What’s in it for me?
6. Make this part of the job
7. Leaders show the way
8. Bring the new close to the old life!

5. Know what we want to solve
1

6. 1. Know what we want to solve
Expertise
•Find our expertise
•Break silos
Knowledge management
•Informal knowledge
•Tacit knowledge management
Performance
•Improve productivity
•Improve efficiency
•Improve communications

7. Have a strategy and believe!
2

8. 2. Have a strategy and believe!
We started with:
•5 light house community
•+10 community owner
trained
•+100 profiles

9. 2. Have a strategy and believe!
Tools
Change
Management
Governance
•Dedicated Social Business team
•Different skills
•Agile methodology
New job roles to grow adoption

10. 2. Have a strategy and believe!
Measure
•Survey to understand what
are main issues
•Listen our internal customer
•Analyze metrics to measure
value
•Focus on outcomes

11. “Eat our own dog food”
3

12. 3. “Eat our own dog food”

13. 3. “Eat our own dog food”
“Comece por aqui” community
•Community where we live
collaboration
•New posts every week
•Encourage people to ask and
answer any question
•All kinds of experience to learn
social: tutorial videos, images post
blogs, technical content
•Engage by good practices not by law

14. 3. “Eat our own dog food”

15. 3. “Eat our own dog food”
Metrics community
•We share general
metrics
•Helps community
owners to choose
their strategy
•Monthly new post

16. Never stop evangelizing
4

17. 4. Never stop evangelizing
Lots of time spent on training
•Face to face conversation
•Time to listen and gather
information
•Storytelling

18. 4. Never stop evangelizing
Tutorial videos
•How to use
•Facing UX barrier
•Help people navigation whenever
they need

19. 4. Never stop evangelizing
“Agente Colabora”
•Enthusiastics from different areas
•Where we study social business
•Motivate with each other experiences
•Discover success stories
•Opportunities to share ideas

20. 4. Never stop evangelizing
Profile Picture update campaign
•After a year, we only had 20% of
profile picture updated
•“Come to take a profile picture!”
and answer questions
•Opportunity to discover success
stories

21. 5

22. Understanding our audience
•Enable people to work and
live collaboration
•Find problems to solve with
social media
•Share knowledge with
everyone
•Integrate teams through
ideations blog

26. 6

27. • Increase productivity
• Increase the number of recurrent
access
• Less time and money spent on
training
• Decrease number of open issues
Useful content to work

29. 7

30. Leadership Coach
•People tend to follow their leaders
•Lead by example is much more effective
•Be social needs to be official
•They engage pragmatist easier
•Improve communication

32. 8

33. Newsletter and Office Plug-in
•In general, people change slowly
•Search for tools that facilitate engagement
•Remember people to be social

35. Total Numbers:
#Users: +6.000
#Recurrent Visitors: +3.000
Leading Innovation…

36. Our Journey Continues…
•Focus on leadership coaching
•Investment on training
•Find out more value stories with
clear benefits
•Digital Reputation
•Less email more collaboration

37. Thank you

38. Acknowledgements and Disclaimers
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39. Acknowledgements and Disclaimers cont.
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