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The world
after banking
DFS 20
Karin Van Hoecke
General Manager (digital) Transformation & Data @KBC

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Karin Van Hoecke
GeneralManagerTransform &Data@KBC

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Wherearewe today
Our digital offer is appreciated by our customers. On average a KBC customers logs in more
than 1 time per day.
“B” 1
> 1,5 mio Mobile users
84% digital personal loans
41% of new customers
are doing it digitally
50% of all documents
are signed digitally
17% claim registrations hospi

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Differentlythe next level:savingtime & money for
customers
B e p e r s o n a l & p r o a c t i v e
B e a l l - i n - o n e a p p
B e e v e r y w h e r e

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Why does KBC have this strategy?Challengesare becoming
evergreater
O p e n b a n k - i n s u r a n c e ( O B I )T e c h n o l o g i c a l a c c e l e r a t i o n &
b i g d a t a
C u s t o m e r e x p e c t a t i o n s N e w p l a y e r s

6. Be Personal & Proactive
3Bees strategy
“49% of shoppers
indicate that shipment
at the same day would
convince them to shop
more online
I want it now!

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Personal& proactive
Improving our service a relevance even further – instant claim handling if car accident
“B” 1
2. Tells his
story
3. Receives a
decision
4. Chooses
repair center
5. Follows up
1. Damage
AI Fraud
Customer < 1 minute
customer can file a claim,
gets a decision and makes an
appointment with repairer.
Chatbot
AI damage
estimation
Claim
Chatbot
AI Omnium
decision
AI RDR
decision

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Personal& proactive
Improving our service a relevance even further – instant claim handling if car accident
“B” 1

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Personal& proactive
Improving our service a relevance even further – instant claim handling if car accident
“B” 1

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Kate, our virtualpersonal
assistant,will bring our
customers“peace of mind”
Customersarenolongerlookingforbranches,
butareseeking(human)interaction.
“B” 1

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Personal& proactive
Check limiet van mijn kaart
“B” 1
Kate will proactively contact our customers and help them in the specific context they are in

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Personal& proactive
Customers will also be able to ask questions to Kate
“B” 1

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Be all-in-one app
3Bees strategy

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KBC Mobile for KBC-clients and non-clients, making life easier
KBC DealsS u p p l e m e n t a r y s e r v i c e s
All-in-oneapp
M o b i l i t y
W a l l e t
A d m i n
Pay for parking, buy public transport
tickets, order service vouchers, rent a
shared bike and more besides. Do it all from
a single app.
Use a KBC card online or in-store at your
favourite retailer. We’ll provide cashbacks
into your current account the following
month.
Activate Shop Cash
“B” 2
L e i s u r e
T e l e c o m & E n e r g y
C e r a
O t h e r g r e a t
s e r v i c e s

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 Currentaccountsandsavings accounts
fromotherbanks
 Consult&pay
 Connection withotherbanksviaAPI
All-in-one app: how it al started
with PSDII
“B” 2

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 Paypal
 ApplePay
 Sodexovouchers
 Monizze mealvouchers
 Payconiq
 Joyn
Towards a Mobile wallet
“B” 2

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 AttractuserstoourMobileplatformand
letthemexperience howconvenient the
appis
 Someservices onlyforcustomersas
extraincentive tobecome aKBC
customerorbecauseofanincreased risk
Our all-in-one app is also
open for non-customers
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“B” 2
 Cash-backformula
 OfferedbyourSME&Corporate
customers toourmassretailcustomers
Save money by activating
KBC Deals in our Mobile app

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Be Everywhere
3Bees strategy

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Alsoonchannels ofour
partners, weareoffering
KBCproducts.
ViaKBCDeveloper Portal
youcanexplorethe
businesssolutions and
technical integration specs
ofourAPI.
https://developer.kbc.be/
Be everywhere
Learning and flexibility are key
“B” 3

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Bankingof the future– what’s next ?

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Thanks!
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