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![44
The transparency and the
mutual understanding
between employees is an
enormous improvement
We have been working in this agile
way for 3 months now and it already
leads to advantages: improved
communication and more mandate
for employees and squads
It also created more
fun in the teams.The
atmosphere is very
good!
[finno]
In a pre-Agile era it took
days to solve an issue.
Now it only takes
15 minutes.
Source:
Compared to the past,
squads and employees have
a better view on their
personal attribution to the
bank’s strategy.](https://image.slidesharecdn.com/digitalcustomerexperiencetwostepsahead-151016051730-lva1-app6892/75/20151014-Presentation-Conferencia-Banca-e-Seguros-Portugal-44-2048.jpg)
Uploaded byCapgemini
20151014 Presentation Conferência Banca e Seguros Portugal
The document discusses the importance of digital customer experience in the banking sector, highlighting how customer satisfaction and loyalty are linked to positive interactions. It notes that customer experience levels in Portugal have deteriorated from 2014 to 2015, particularly among Generation Y, who set new standards for banking. The text emphasizes the need for financial institutions to adapt to technological disruptions and improve their digital channels to meet evolving customer expectations.
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20151014 Presentation Conferência Banca e Seguros Portugal
- 1. Pascal Spelier, 14de Outubro 2015 Digital Customer Experience, two steps ahead
- 2.
- 3. 3 Source: Capgemini WorldRetail Banking Report 2015
- 4. 4 Price Product Service (Digital) Customer Experience The road toloyal customers ‘Commodity’ Distinctive by ‘value added services’
- 5. 5 Product/service differentiation Employee satisfaction Process efficiency Process effectiveness - Customer satisfaction -NPS - Sales - Share of wallet - Retention - Referral - NPS - Growth revenue - Market share - Profitability - Share holder value People Product/service offering Process Customer Experience Customer Behaviour High level company KPI’s Leading indicators Lagging indicators Changesinregulationsandtechnology developments Context Source: based on Schmitt – Managing the Customer Experience Why is Customer Experience important?
- 6. 6 75,7 73,6 2014 2015 CustomerExperience level in Portugal detoriated Source: Capgemini World Retail Banking Report 2015
- 7. 7 For Gen Ythe Customer Experience level is low… 75,0 71,1 Others GenY … but relatively high compared to the rest of Western Europe 68,3 GenY EU Source: Capgemini World Retail Banking Report 2015
- 8. 8 44,1% 52% 3,9% 50% 42,3% 7,7% Percentage of customerswith positive experiences and negative experiences increased in Portugal 2014 2015 Source: Capgemini World Retail Banking Report 2015
- 9. 9 Customers with witha positive experience are five times more likely to stay… … than customers with a negative experience Source: World Retail Banking Report 2014, Capgemini
- 10. 10 New generation setting newstandards for banking
- 11. 11 New generation setting newstandards for banking bunq
- 12.
- 13. 13 Source: Clayton Christensen(Harvard) Performance Time Performance improvement mainstream Potentially disruptive technology Disruptive technologies move up market and eventually displace competitors
- 14. 14 Source: Clayton Christensen(Harvard) Performance Time Disruptive technologies move up market and eventually displace competitors Dvd per mail Digital movies Digital series via Ps3/4, Xbox, tablet
- 15. 15 83% of executivesacknowledge that customers are comfortable with FinTech firms Source: Capgemini World Retail Banking Report 2015
- 16. 16 Customer Distribution / FrontOffice Manufacturing / Back Office Market Infrastructure Individual Institution Investing/ WealthMgmnt Personal Savings Lending Capital Raising Source: based on illustration ‘Financial Services Value Chain Supermarket Age’ by Doug Nelson Payments = flow of capital Current value chain is under pressure…
- 17. 17 Customer Distribution / FrontOffice Manufacturing / Back Office Market Infrastructure Individual Institution Investing/ WealthMgmnt Personal Savings Lending Capital Raising Source: based on illustration ‘Financial Services Value Chain Next Gen’ by Doug Nelson Payments …Financial services unbundled and revisited Independent, digital front ends API-driven middle- and back office Electrification of market infrastructure Independent , digital front ends and middle- and back office
- 18. 18 It is notthe strongest of the species that survives, nor the most intelligent that survives. It is the one that is the most adaptable to change. - Darwin -
- 19. 19 Digitization Simplification & Agility Data& Insights Your roadmap should have 3 goals
- 20. 20 Digitization Simplification & Agility Data& Insights Your roadmap should have 3 goals
- 21. 21 Branch ATM Phone Internet Mobile Branch ATM Phone Internet Mobile Branch ATM Phone Internet Mobile Branch ATM Phone Internet Mobile 40% 50% 60% 70% 80% 90% 20% 25% 30%35% 40% 45% 50% 55% Customers with positive experience with channel (%) ChannelImportance(%) 2011 2014Gen Y (18-34 years) Others Gen Y drives importance digital
- 22. 22 “Yes, they’ve gotWiFi here”
- 23. 23 Digital praying ina church in France
- 24. 24 Customers Using Channelsat Least Weekly (%), 2014–2015 Customers (%) in 2015 Customers (%) in 2014 Branch Internet Social Media Mobile 60.9% 65.9% Western Europe 20.1% 28.7% Western Europe 11.2% 21.9% Portugal 45.9% 65.7% Portugal 9.9% 13.7% Western Europe 12.4% 12.6% Portugal 6.5% 7.7% Western Europe 5.7% 6.6% Portugal The Portugese are using digital channels more and more Source: Capgemini World Retail Banking Report 2015
- 25. 25 44,8% 42,6% 48,0% 32,3% 34,4% 30,7% 11,2% 11,3% 10,9% 8,9% 9,1% 8,6% 2,7% 2,7% 1,8% 0% 25% 50% 75% 100% First Hear Research Apply 68,4% 61,2% 72,0% 19,3% 25,5% 18,2% 6,4% 4,9% 6,6% 4,8% 6,4% 3,0% 1,1% 2,0% 0,1% 0% 25% 50% 75% 100% First Hear Research Apply Western Europe Portugal Branch Internet Mobile Phone Social Media Branch Internet Mobile Phone Social Media Respondents(%) Respondents(%) Compared to Western Europe, Portuguese customers have higher preference for branch banking Source: Capgemini World Retail Banking Report 2015
- 26. 26 Customer Life Cycle Awareness Orientate Buy Receive Use Service Digitization starts with customer journey mapping Advise Technology Voice of the customer: I want..., I need... Voice of the employee: I want..., I need...
- 27. 27 Customer Life Cycle Awareness Orientate Buy Receive Use Service Each Customer Journey has an customer side and organization side Processes Advise
- 28. 28 ‘Beware of putting lipstickon a pig‘‘
- 29. 29 How to become reallydigital? FRONTEND hello customer ISN’T THIS ENOUGH? self directed CAN I DO MY BANKING MYSELF? the customer is becoming part of the processes! only decoration?
- 30. 30 Mobile is themost powerful sales- and service channel of the future NL: a mobile customer has 11 times more ‘contact’
- 31. 31 Want to openan account? Just use your smartphone
- 32.
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- 34. 34 The new RabobankOnline Banking Application, it’s all about you
- 35.
- 36. 36 Digitization Simplification & Agility Data& Insights Your roadmap should have 3 goals
- 37. 37 Customer Life Cycle Awareness Orientate Buy Receive Use Service In the end you will need to change your mid- and back office as well Processes Midoffice Customer Relationship Management Customer Financial Management Document Management Communication Management Business Process Management Security Advise
- 38. 38 Are you theoil tanker or the pilot boat?
- 39. 39 Are you theoil tanker or the pilot boat?
- 40.
- 41.
- 42. 42 Source: Product Management Processes User Experience DataAnalytics Chapter lead
- 43.
- 44. 44 The transparency andthe mutual understanding between employees is an enormous improvement We have been working in this agile way for 3 months now and it already leads to advantages: improved communication and more mandate for employees and squads It also created more fun in the teams.The atmosphere is very good! [finno] In a pre-Agile era it took days to solve an issue. Now it only takes 15 minutes. Source: Compared to the past, squads and employees have a better view on their personal attribution to the bank’s strategy.
- 45. 45 Digitization Simplification & Agility Data& Insights Your roadmap should have 3 goals
- 46. 46 Cross-channel ‘Relevancy Engine’Observation (data & information) Trigger (right message, right channel) Interpretation (intelligence) Reaction (call to action)
- 47.
- 48.
- 49.
- 50. 50 The future marketeeris a nerd with empathy Privacy as a currency
- 51. 51 Source: online surveyEdelman ‘Brandshare’ 15.000 respondents in 12 countries Privacy as a currency
- 52. 52 Awareness Orientation Buy Receive Use Service Advice Retention How to create customer value using (big) data? 360° customer view (Social-CRM) Workflow management Social listening / external data sources Datawarehouse / realtime data Big data analytics / predictive modelling Digital marketing & services (inbound)
- 53. 53 Customer Intelligence & SocialListening Customer Journey mapping SEO optimization Client telling app Visualization User Experience Marketing & Campaign management Mobile app. development Personalization Odigo contact center Digital Experience Optimization (DXO) Channel Performance management We help you transform and bring innovations and solutions across the customer lifecycle Awareness Orientation Buy Receive Use Service Advice Retention
- 54.