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Customer Journeys Financial Services

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Customer Journeys Financial Services

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Customer Journeys Financial Services

  1. 1. Customer Journeys Financial Services Jeremy Waite – Salesforce Jan Hendrik van Dalen – Aegon Humprey Fredriksz - Aegon
  2. 2. How to Build Profitable Relationships. Faster. Jeremy Waite Head of Digital Strategy, Marketing Cloud EMEA @JeremyWaite Jeremy.Waite@salesforce.com
  3. 3. Helping the World’s Largest Financial Services Brands Retail Banking Mortgage Wealth Management Life / P&C Insurance Commercial & Corporate Capital Markets
  4. 4. Financial Services Companies Are Struggling To Make The Transition Data security risks and industry regulations that impede innovation Product-centric data structure lacking actionable customer insights Disjointed customer experience across branch, mobile, and online
  5. 5. 5 “Companies are no longer competing against each other. They are competing against speed”. @Benioff
  6. 6. 6 00:2200:22
  7. 7. 7
  8. 8. 8 00:05
  9. 9. Information is powerful but it is how we use it that will define us... @Avinash
  10. 10. The Disruptive Economy
  11. 11. 11 “The business world is currently in the middle of a trust crisis”. @Benioff
  12. 12. 12 TRUST Less Than 41% People “Believe” Executives
  13. 13. Build Relationships. Faster. #BIGDATA Volume Velocity Variety Veracity 5B Smartphones by 2017 Customer Data Purchase Data 500m+ Social Networks, Blogs & Forums Social Data 2.5 Quintillion bytes of data every day Connected Data
  14. 14. 14 Customer Loyalty Is Everything.
  15. 15. 17 72% CEOs say their main priority is understanding their customer’s needs. #loyalty
  16. 16. WHO • WHAT • WHY • WHERE • WHEN
  17. 17. Connect with your customers. Faster. Become a Customer Company Analytics THE CUSTOMER SUCCESS PLATFORM
  18. 18. Aegon Jan Hendik van Dalen Senior Acquisition Marketeer Mortgages Aegon Humphrey Fredriksz Channel Manager Mobile Aegon
  19. 19. aegon.com Acquisitie consument Jaarplan 2015 The image cannot be displayed. Your computer may not have enough memory to open the image, or the image may have been corrupted. Restart your computer, and then open the file again. If the red x still appears, you may have to delete the image and then insert it again. Empowering the self-directed customer: Buying a new house Amsterdam, March 26 2015 Humphrey Fredriksz & Jan Hendrik van Dalen
  20. 20. 24 Aegon wereld wijd The image cannot be displayed. Your computer may not have enough memory to open the image, or the image may have been corrupted. Restart your computer, and then open the file again. If the red x still appears, you may have to delete the image and then insert it again. Aegon at a glance
  21. 21. 25 Aegon’s mission is to help people take responsibility for their financial future…
  22. 22. 26 Our Customers’ Life Cycle
  23. 23. 27 Aegon uses multiple distribution channels – digital is increasing
  24. 24. 28 We are getting much closer to the people who depend on us...
  25. 25. 29 Personalizing Customer Experience
  26. 26. 30 Objectives •  Empower the self-directed customer by digitizing traditional necessary services •  Seduce the customer with by being relevant and helpful in the process of buying a house Criteria for the new app •  Contributes to our mission •  Fast introduction using prototyping methodology •  Stickiness Idea for a new app in the customer journey of buying a house
  27. 27. 31 Screenshots app
  28. 28. 32
  29. 29. 33
  30. 30. 34 Vote and Questions
  31. 31. 3535 Thank you
  32. 32. Questions?
  33. 33. 4 Technology Shifts 2015 Cloud based companies reduce development time by 11.6% By 2018 ~ 25% of all corporate traffic will flow directly from mobile to cloud Average online attention span is now 5 seconds 90% of the world’s data didn’t exist in 2013
  34. 34. State of Marketing: Financial Services Report Jeremy.Waite @ Salesforce .com | @JeremyWaite

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