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The Journey to Digital Transformation with Touch Bank

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The presentation of Andrei Kozliar, CEO of Touch Bank. In this webinar, Jouk Pleiter, CEO of Backbase, talks to two of the most innovative banks in Europe – Touch Bank and CheBanca!

Digital transformation is about fundamentally changing how banks attract, interact with and satisfy consumers, and it affects all levels of your organisation. Antonio and Andrei will share real-life examples of digital transformation in our new webinar, which will look at:

what was needed to start their digital transformation journeys
the key elements for success.
Antonio Fratta Pasini is Head of CRM and Omni-channel for CheBanca!, the retail bank of Mediobanca Group, the third largest financial services group in Italy. CheBanca! has always been at the forefront of innovation, from flagship futuristic branches to award-winning banking apps such as WOW!

Andrei Kozliar is CEO of Touch Bank, a neobank created by OTP Bank. Founded in 1949, OTP Bank is one of the largest independent financial service providers in Central and Eastern Europe, serving nine countries. Recognizing that today’s digital-savvy customers and emerging digital natives are going to be the fastest growing customer segment, OTP Bank decided to launch a new, digital- and mobile-only bank under the label Touch Bank.

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The Journey to Digital Transformation with Touch Bank

  1. 1. 1 The Journey to Digital Transformation Andrei Kozliar, CEO of Touch Bank Backbase webinar 22nd June 2016
  2. 2. Part of OTP Group Fully Digital retail bank 1 Year from concept to market launch Start of build: April 2014 Launch: April 2015 Employees: 260 Number of brunches & ATM: 0 Touch Bank at a glance 2 70 000 + clients in 1 Year Customer service channels: Internet, mobile, call center The Journey to Digital Transformation
  3. 3. Our acheivements 3The Journey to Digital Transformation Best Online Bank 2015 “National Banking Magazine” Product of the Year 2015 Finance Innovation Award for “Cards in Card” service Product Innovation of the Year 2016 Most Innovative Retail Bank Russia 2016
  4. 4. Touch Bank services today 4The Journey to Digital Transformation Current account Savings Credit Card Loyalty Personal Loan VAS
  5. 5. Digital Transformation - within or outside? Does Digital mean ‘Real Time’? Is innovation limited to technology only? Key Questions 5The Journey to Digital Transformation
  6. 6. ONLINE APPLICATION Internal: • Corporate culture • Bureaucracy • Processes • Habits • Resistance to change 6 Digital Transformation - within or outside? May stifle: • Innovation • Agility • Flexibility • Speed • Decision freedom The Journey to Digital Transformation
  7. 7. Does Digital mean ‘Real Time’? (onboarding) Presentation 7 1. Download a Mobile App / Sign Up for Internet Bank / Register in App 2. Wait up to 5 working days for the letter containing a Mobile App PIN / Internet Bank PIN (they are DIFFERENT!) 3. Wait up to 5 working days for the card 4. Only one mobile device is allowed to be used for Mobile Banking 5. A new client receives 3 different envelopes containing PINs for Mobile Bank, Internet Bank, Telephone Banking 1. Complete 1 online application (2-7 min, depending on a product) 2. Receive log-in details via sms instantly 2. Sign up for Mobile App / Internet Bank, start using instantly 3. Receive card (1 working day, delivered at the time and to a place convenient to you) The Journey to Digital Transformation
  8. 8. Does Digital mean ‘Real Time’? (financial & transactional info) 8 1. Card (and some other) transactions appear in Mobile / Internet Bank with at least a 24-hour delay 2. Up-to-date balance is impossible to get online 3. Loyalty / Reward programme: accumulation, redemption, balance are all administered off-line 4. Absence of online transaction confirmation (e.g. via sms, push) to reduce fraud, increase convenience Just real-time and no more excuses The Journey to Digital Transformation
  9. 9. Does Digital mean ‘Real Time’? (accounts & cards management) 9 Transactional limits Online, one click account opening Online PIN management Online card (un)blocking The Journey to Digital Transformation
  10. 10. Does Digital mean ‘Real Time’? (instant money transfer) 10 • To support money send to any people (any bank clients) • To work with any phone numbers and e-mails (including for transfers between Touch Bank clients) • Card to Card transfers From account details to phone number & e-mail The Journey to Digital Transformation
  11. 11. How many users were on site? From what channels did they come? How much did we pay? How many of them started application? Completed Application? How many cards were ordered/ delivered? Are they being used? 11 Optimization based on data on the sales funnel – orders, activations and first transactions (based on LTV in prospective) The Journey to Digital Transformation Does Digital mean ‘Real Time’? (performance strategy)
  12. 12. Real-time follow up for abandoned applications using Multi-Channel Campaign Management System for maximizing conversion rate 12The Journey to Digital Transformation Does Digital mean ‘Real Time’? (performance strategy)
  13. 13. ONLINE APPLICATION Innovation is not only about technology, it should also be in products and services 13 Is innovation limited to technology only? Product & Service innovation: • ‘Cards in Card’ – wallet in a plastic card • Savings account with daily capitalisation paid onto client’s account • Distribution of credit line between Cash Loan and Credit Card accounts • Revolving Cash loan with changable term • One card to serve all accounts • Real-time currency and stock trading via Mobile / Internet Bank The Journey to Digital Transformation
  14. 14. Thank You! The Journey to Digital Transformation 14

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