This document summarizes key metrics and initiatives for Westpac's online banking platform. It details growth in active online banking customers over the past fiscal year, increased online transactions, and improvements in customer satisfaction scores. It outlines strategies to further drive online usage and sales of deposits/loans. New mobile banking capabilities are highlighted. The redesign of the website and various online forms/processes using customer-centered design principles is also summarized.
1) The document discusses the company's priority of online and mobile banking as key battlegrounds in their strategy to become a world-leading company.
2) Online and mobile banking are growing rapidly in active customers and usage. Having more online and mobile banking products and services allows the company to better understand customer needs and deepen relationships.
3) The company's new online platform called OTP aims to place customers at the center by providing personalized banking experiences, insights into spending habits, and tools to help customers better manage their finances and plan for the future.
Join two SAP hybris execs who will explore the 10 stages of transforming your B2B organization to a digital business, based on their experiences implementing hybris commerce and other digital systems prior to joining SAP | hybris, when they were execs at Bobcat and Aramark. You will leave with a B2B e-commerce roadmap and best practices that you can apply immediately to your organization. Participants will also receive a complimentary copy of hybris’ 30-page guide “How to Transform Your Business for Omni-Channel Success.”
1. The document outlines strategies for making data actionable, including developing a big data strategy, setting milestones, identifying relevant data sources, and using data to create organizational efficiencies.
2. It emphasizes focusing marketing and data use on engagement, lead generation, and utilization metrics. Data should be used to move from broad approaches like blast marketing to more targeted segmented marketing.
3. Key steps include gathering, organizing, and identifying relevant data, then using data to track activities and outcomes, store results for future use, and continuously tweak marketing based on lessons learned.
This document discusses the role of middle managers in strategy implementation. It begins with an introduction to the challenges of implementation and a framework for success. It then outlines best practices for middle managers, which include translating strategic messages into daily actions, inspiring employees, role modeling correct behaviors, communicating the right messages, creating space for implementation, providing teams with support, leading implementation projects by example, and providing constant feedback. The document emphasizes that implementation is key to achieving results and shares insights on overcoming resistance to change and ensuring strategies are successfully carried out.
SMS Management & Technology is a consulting firm that has been empowering businesses for over 25 years. They help clients with innovation and strategy, streamlining operations, improving customer experience, and digital transformation. SMS takes a holistic approach to understanding their clients' businesses and customers to design customized solutions that address current and future needs. They have experience delivering successful projects across industries for clients in areas such as mobile solutions, managed services, and business process improvement.
Stay Agile and Competitive with Supplier DiversityScout RFP
Join this this session and hear from Nimfa Delos Santos, Manager of Travel and Purchasing at Zappos,
Linda Chuan, co-founder of Silicon Valley Sourcing Leaders, and Kathleen Wong, Program Manager, Supplier Corporate Responsibility at Adobe, on how their innovative companies have improved business performance with a
focused approach to supplier diversity.
Be an Odd Duck: Work on, Not in Your Public Accounting PracticeAggregage
It is possible to run an Accounting Firm and never do tax returns or financial statements! Tom Bowman, Owner of Bowman & Company, CPA, PC shares his journey and 10 step process for going from Technician to Business Owner.
Get financially Fit: Tips for Using QuickBooksIntuit Inc.
The document provides tips for small business owners on using QuickBooks to simplify finances and get financially fit. It summarizes Lielette Calleja's presentation on simplifying spending, connecting bank feeds, automating tasks, capturing expenses, getting paid, tracking income, and leveraging business insights. The presentation focused on identifying key profit drivers like price, variable costs, fixed costs, sales volume to make better business decisions using financial reports.
1) The document discusses the company's priority of online and mobile banking as key battlegrounds in their strategy to become a world-leading company.
2) Online and mobile banking are growing rapidly in active customers and usage. Having more online and mobile banking products and services allows the company to better understand customer needs and deepen relationships.
3) The company's new online platform called OTP aims to place customers at the center by providing personalized banking experiences, insights into spending habits, and tools to help customers better manage their finances and plan for the future.
Join two SAP hybris execs who will explore the 10 stages of transforming your B2B organization to a digital business, based on their experiences implementing hybris commerce and other digital systems prior to joining SAP | hybris, when they were execs at Bobcat and Aramark. You will leave with a B2B e-commerce roadmap and best practices that you can apply immediately to your organization. Participants will also receive a complimentary copy of hybris’ 30-page guide “How to Transform Your Business for Omni-Channel Success.”
1. The document outlines strategies for making data actionable, including developing a big data strategy, setting milestones, identifying relevant data sources, and using data to create organizational efficiencies.
2. It emphasizes focusing marketing and data use on engagement, lead generation, and utilization metrics. Data should be used to move from broad approaches like blast marketing to more targeted segmented marketing.
3. Key steps include gathering, organizing, and identifying relevant data, then using data to track activities and outcomes, store results for future use, and continuously tweak marketing based on lessons learned.
This document discusses the role of middle managers in strategy implementation. It begins with an introduction to the challenges of implementation and a framework for success. It then outlines best practices for middle managers, which include translating strategic messages into daily actions, inspiring employees, role modeling correct behaviors, communicating the right messages, creating space for implementation, providing teams with support, leading implementation projects by example, and providing constant feedback. The document emphasizes that implementation is key to achieving results and shares insights on overcoming resistance to change and ensuring strategies are successfully carried out.
SMS Management & Technology is a consulting firm that has been empowering businesses for over 25 years. They help clients with innovation and strategy, streamlining operations, improving customer experience, and digital transformation. SMS takes a holistic approach to understanding their clients' businesses and customers to design customized solutions that address current and future needs. They have experience delivering successful projects across industries for clients in areas such as mobile solutions, managed services, and business process improvement.
Stay Agile and Competitive with Supplier DiversityScout RFP
Join this this session and hear from Nimfa Delos Santos, Manager of Travel and Purchasing at Zappos,
Linda Chuan, co-founder of Silicon Valley Sourcing Leaders, and Kathleen Wong, Program Manager, Supplier Corporate Responsibility at Adobe, on how their innovative companies have improved business performance with a
focused approach to supplier diversity.
Be an Odd Duck: Work on, Not in Your Public Accounting PracticeAggregage
It is possible to run an Accounting Firm and never do tax returns or financial statements! Tom Bowman, Owner of Bowman & Company, CPA, PC shares his journey and 10 step process for going from Technician to Business Owner.
Get financially Fit: Tips for Using QuickBooksIntuit Inc.
The document provides tips for small business owners on using QuickBooks to simplify finances and get financially fit. It summarizes Lielette Calleja's presentation on simplifying spending, connecting bank feeds, automating tasks, capturing expenses, getting paid, tracking income, and leveraging business insights. The presentation focused on identifying key profit drivers like price, variable costs, fixed costs, sales volume to make better business decisions using financial reports.
The myths about digitalization vs digital transformationNino Messaoud
The document discusses common myths about digitalization and digital transformation. It defines digitalization as updating existing processes like invoice receipt and quoting using new digital tools, while digital transformation involves developing and implementing new digital business models.
Myth 1 is that technology alone leads to success, but digitalization and transformation are first about defining goals and processes, not technologies. Myth 2 is that outdated IT systems must be replaced, when the focus should be on processes, not technologies. Myth 3 criticizes those calling themselves "experts" without implementation experience. The conclusion advocates directly engaging customers to understand expectations beyond price and develop value-added services.
Our Procurement Evolution: How We embraced Innovation and Disruption to Tran...Scout RFP
The document discusses how LendingTree's procurement department embraced innovation and disruption to transform. When Michael Leiken first joined as Senior Director of Spend Management, the department had no processes or policies in place. Over time, as the company grew through acquisitions, the need for change became clear. Leiken helped establish new tools, policies, and processes to bring efficiency and visibility to contracting. This included implementing a source-to-contract system. While change faced challenges, including shifting requirements and stakeholder preferences, collaboration and customer feedback helped drive successful transformation. Looking ahead, further disruption and value-add are planned to continue evolving the procurement function.
The myths about digitalization vs digital transformationNino Messaoud
The document discusses common myths about digitalization and digital transformation. It defines digitalization as updating existing processes like invoices and quotes, which could be a first step towards digital transformation involving new digital business models. Myth 1 is that technology alone leads to success, but digitalization and transformation are first about defining goals and processes, not technologies. Myth 2 is that existing IT needs rebuilding, when the focus should be on processes, not technologies. Myth 3 criticizes those calling themselves experts without implementation experience. The conclusion advocates talking directly to customers to understand their needs beyond price and build value-adding services and relationships.
AI: The challenges, benefits, and opportunities for retailers_daisy_SpartanNashNational Retail Federation
AI can help retailers make better merchandising and pricing decisions. SpartanNash, a large food distributor, implemented Daisy Intelligence's AI system to optimize promotions. The AI analyzes complex relationships between products, sales, cannibalization, and promotions to recommend pricing and product mixes. This has increased SpartanNash's net margin and promotional effectiveness while reducing forecasting errors. The AI also saves merchants time and provides a roadmap for optimal promotional planning.
This document discusses various topics related to small businesses, including how to automate business processes using cloud-based services to free up time, how small businesses can participate in the sharing economy, the risks of cybercrime and importance of cyber insurance, tips for when a business grows rapidly, workers' compensation requirements, types of marine insurance, challenges faced by women business owners and various options for small business funding. It provides overviews on these topics rather than detailed analyses or recommendations.
Leveraging Technology for Business GrowthArun Agrawal
The document discusses various ways that businesses can leverage technology for growth. It provides over 40 tips across areas like operational efficiency, smart sourcing, optimum operations, marketing, selling, and communication. Specific technologies and tools recommended include Google apps, Amazon S3, checklists, ERP software, GPS trackers, CRM software, social media, and communication tools like Buffer and Hootsuite. The document emphasizes using technology to reduce costs, optimize resources, source cheaper, engage customers, and improve marketing, selling and communication efforts.
Some of the real BIG Mistakes in Organizations...Nino Messaoud
The document discusses 5 common mistakes companies make regarding digital transformation.
1) Thinking their industry is safe from changes brought by digitalization. Many companies that thought this no longer exist.
2) Benchmarking only against competitors who are not changing, rather than leading changes.
3) Believing their products cannot be replaced easily, but customer requirements and alternatives are evolving rapidly.
4) Relying only on price as a competitive advantage, rather than adding value through services.
5) Not investing in educating and motivating employees, which is key to adapting to changing technologies and markets.
The conclusion emphasizes the need to question assumptions about one's business in light of rapid changes and ensure IT
Eugene Vyborov. Applications of the AI in the back officeIT Arena
This document discusses using AI in back office processes. It defines the back office as including human resources, accounts receivable, accounts payable, expense management, procurement, legal, IT, and customer support - processes that support the company but do not directly generate revenue. It notes that while more attention is paid to revenue-generating front office functions, AI can automate many repetitive back office tasks. Examples of potential AI uses in various back office functions like accounts payable, legal, human resources, and customer service are provided.
Presentation from NRF 2019 Retail's Big Show
Deborah Weinswig, Coresight Research
Hui Cheng, JD.com
Edward H.J. Park, Guess? Inc.
Joy Tang, Markable.ai
Developing and retaining your client data art case studies and account manag...Conformato
Janie Fox shared her experience at Conformato Conference 2016. She talked about "Developing and retaining your client DataArt case studies and Account Management best practice"
Приобрести видеозаписи конференции можно по ссылке https://goo.gl/oS325X
In this webinar with Invoca and guest from Forrester, you'll learn how to harness the power of AI to drive more revenue with actionable, real-time voice insights.
Kaseya Connect 2011 - Auditing Your MSP in Realtime (Compuquip)Kaseya
The document discusses Compuquip Technologies' top 10 priorities to focus on finding their "right of way". The priorities include reviewing resources and offerings, developing new offerings like hosted services, restructuring sales, measuring performance, improving processes, connecting with users, using blogs and social media, and reducing client confusion. The goals are to strengthen the company and client experience.
Outsourcing accounting work has gone through many phases and experienced different levels of receptiveness. Accounting firms are now considering the question of outsourcing outside and inside their firm. There are technologies and processes that have made this far more feasible.
Making your analytics talk business | Big Data DemystifiedOmid Vahdaty
MAKING YOUR ANALYTICS TALK BUSINESS
Aligning your analysis to the business is fundamental for all types of analytics (digital or product analytics, business intelligence, etc) and is vertical- and tool agnostic. In this talk we will build on the discussion that was started in the previous meetup, and will discuss how analysts can learn to derive their stakeholders' expectations, how to shift from metrics to "real" KPIs, and how to approach an analysis in order to create real impact.
This session is primarily geared towards those starting out into analytics, practitioners who feel that they are still struggling to prove their value in the organization or simply folks who want to power up their reporting and recommendation skills. If you are already a master at aligning your analysis to the business, you're most welcome as well: join us to share your experiences so that we can all learn from each other and improve!
Bios:
Eliza Savov - Eliza is the team lead of the Customer Experience and Analytics team at Clicktale, the worldwide leader in behavioral analytics. She has extensive experience working with data analytics, having previously worked at Clicktale as a senior customer experience analyst, and as a product analyst at Seeking Alpha.
Perspectives from retail, manufacturing, and investors on the changing retail...National Retail Federation
The document discusses perspectives from manufacturing, retail, and investors on the changing retail landscape. It outlines an executive panel discussing current supply chain collaboration, how to prepare for the future through moments of truth, agility, and feedback loops. It also discusses how to deliver stellar results through supply chain efficiency, demand sensing, sentiment analysis, replacing reports with actions, and deleting borders/silos between organizations.
An introduction to Lean for service organisationsOEE Consulting
In the current economic climate, businesses of all sizes are routinely expected to do more with less.
Eliminating waste, efficiency improvements and enhancing value for the customer can all help you transform your business.
We're building an on-demand workforce for digital tasks. Our goal: Create 25,000 sustainable freelance opportunities in emerging markets by 2020! Learn more on www.tasko.co.
Sponsor Presentation: Yes Lifecycle MarketingOmari Matthew
The document discusses challenges facing email marketers and a vision for the future of marketing. It notes that marketers struggle with accessing and leveraging big data across channels to individualize communications. The future is seen as one where email is integrated into a digital ecosystem allowing contextual communication across all channels. A system of engagement is proposed to turn insights into goal-oriented cross-channel communications through a platform that provides a consistent customer view and makes data actionable.
This document discusses managing a banking distribution mix to be fit for purpose. It notes that customer behavior is shifting, with more information gathering and purchases happening online. While branches remain important, they are an expensive channel. The document recommends using technology to provide an assisted customer experience across channels. It highlights Shinsei Bank's experience in Japan transitioning to more online and remote services while maintaining in-person assistance. This includes initiatives like cashless tellers and remote processing to reduce branch costs while still serving customers.
UX Conversion Camp: Aldermore Bank, Making Corporate UX WorkLisa Duddington MSc
UX Conversion Camp is the UK's only brand-only conversion event, organised by Keep It Usable. 2017 was the best yet! Here are the slides from our fantastic presenters, Aldermore Bank.
For more information on UXCC, please visit www.uxconversioncamp.com
The myths about digitalization vs digital transformationNino Messaoud
The document discusses common myths about digitalization and digital transformation. It defines digitalization as updating existing processes like invoice receipt and quoting using new digital tools, while digital transformation involves developing and implementing new digital business models.
Myth 1 is that technology alone leads to success, but digitalization and transformation are first about defining goals and processes, not technologies. Myth 2 is that outdated IT systems must be replaced, when the focus should be on processes, not technologies. Myth 3 criticizes those calling themselves "experts" without implementation experience. The conclusion advocates directly engaging customers to understand expectations beyond price and develop value-added services.
Our Procurement Evolution: How We embraced Innovation and Disruption to Tran...Scout RFP
The document discusses how LendingTree's procurement department embraced innovation and disruption to transform. When Michael Leiken first joined as Senior Director of Spend Management, the department had no processes or policies in place. Over time, as the company grew through acquisitions, the need for change became clear. Leiken helped establish new tools, policies, and processes to bring efficiency and visibility to contracting. This included implementing a source-to-contract system. While change faced challenges, including shifting requirements and stakeholder preferences, collaboration and customer feedback helped drive successful transformation. Looking ahead, further disruption and value-add are planned to continue evolving the procurement function.
The myths about digitalization vs digital transformationNino Messaoud
The document discusses common myths about digitalization and digital transformation. It defines digitalization as updating existing processes like invoices and quotes, which could be a first step towards digital transformation involving new digital business models. Myth 1 is that technology alone leads to success, but digitalization and transformation are first about defining goals and processes, not technologies. Myth 2 is that existing IT needs rebuilding, when the focus should be on processes, not technologies. Myth 3 criticizes those calling themselves experts without implementation experience. The conclusion advocates talking directly to customers to understand their needs beyond price and build value-adding services and relationships.
AI: The challenges, benefits, and opportunities for retailers_daisy_SpartanNashNational Retail Federation
AI can help retailers make better merchandising and pricing decisions. SpartanNash, a large food distributor, implemented Daisy Intelligence's AI system to optimize promotions. The AI analyzes complex relationships between products, sales, cannibalization, and promotions to recommend pricing and product mixes. This has increased SpartanNash's net margin and promotional effectiveness while reducing forecasting errors. The AI also saves merchants time and provides a roadmap for optimal promotional planning.
This document discusses various topics related to small businesses, including how to automate business processes using cloud-based services to free up time, how small businesses can participate in the sharing economy, the risks of cybercrime and importance of cyber insurance, tips for when a business grows rapidly, workers' compensation requirements, types of marine insurance, challenges faced by women business owners and various options for small business funding. It provides overviews on these topics rather than detailed analyses or recommendations.
Leveraging Technology for Business GrowthArun Agrawal
The document discusses various ways that businesses can leverage technology for growth. It provides over 40 tips across areas like operational efficiency, smart sourcing, optimum operations, marketing, selling, and communication. Specific technologies and tools recommended include Google apps, Amazon S3, checklists, ERP software, GPS trackers, CRM software, social media, and communication tools like Buffer and Hootsuite. The document emphasizes using technology to reduce costs, optimize resources, source cheaper, engage customers, and improve marketing, selling and communication efforts.
Some of the real BIG Mistakes in Organizations...Nino Messaoud
The document discusses 5 common mistakes companies make regarding digital transformation.
1) Thinking their industry is safe from changes brought by digitalization. Many companies that thought this no longer exist.
2) Benchmarking only against competitors who are not changing, rather than leading changes.
3) Believing their products cannot be replaced easily, but customer requirements and alternatives are evolving rapidly.
4) Relying only on price as a competitive advantage, rather than adding value through services.
5) Not investing in educating and motivating employees, which is key to adapting to changing technologies and markets.
The conclusion emphasizes the need to question assumptions about one's business in light of rapid changes and ensure IT
Eugene Vyborov. Applications of the AI in the back officeIT Arena
This document discusses using AI in back office processes. It defines the back office as including human resources, accounts receivable, accounts payable, expense management, procurement, legal, IT, and customer support - processes that support the company but do not directly generate revenue. It notes that while more attention is paid to revenue-generating front office functions, AI can automate many repetitive back office tasks. Examples of potential AI uses in various back office functions like accounts payable, legal, human resources, and customer service are provided.
Presentation from NRF 2019 Retail's Big Show
Deborah Weinswig, Coresight Research
Hui Cheng, JD.com
Edward H.J. Park, Guess? Inc.
Joy Tang, Markable.ai
Developing and retaining your client data art case studies and account manag...Conformato
Janie Fox shared her experience at Conformato Conference 2016. She talked about "Developing and retaining your client DataArt case studies and Account Management best practice"
Приобрести видеозаписи конференции можно по ссылке https://goo.gl/oS325X
In this webinar with Invoca and guest from Forrester, you'll learn how to harness the power of AI to drive more revenue with actionable, real-time voice insights.
Kaseya Connect 2011 - Auditing Your MSP in Realtime (Compuquip)Kaseya
The document discusses Compuquip Technologies' top 10 priorities to focus on finding their "right of way". The priorities include reviewing resources and offerings, developing new offerings like hosted services, restructuring sales, measuring performance, improving processes, connecting with users, using blogs and social media, and reducing client confusion. The goals are to strengthen the company and client experience.
Outsourcing accounting work has gone through many phases and experienced different levels of receptiveness. Accounting firms are now considering the question of outsourcing outside and inside their firm. There are technologies and processes that have made this far more feasible.
Making your analytics talk business | Big Data DemystifiedOmid Vahdaty
MAKING YOUR ANALYTICS TALK BUSINESS
Aligning your analysis to the business is fundamental for all types of analytics (digital or product analytics, business intelligence, etc) and is vertical- and tool agnostic. In this talk we will build on the discussion that was started in the previous meetup, and will discuss how analysts can learn to derive their stakeholders' expectations, how to shift from metrics to "real" KPIs, and how to approach an analysis in order to create real impact.
This session is primarily geared towards those starting out into analytics, practitioners who feel that they are still struggling to prove their value in the organization or simply folks who want to power up their reporting and recommendation skills. If you are already a master at aligning your analysis to the business, you're most welcome as well: join us to share your experiences so that we can all learn from each other and improve!
Bios:
Eliza Savov - Eliza is the team lead of the Customer Experience and Analytics team at Clicktale, the worldwide leader in behavioral analytics. She has extensive experience working with data analytics, having previously worked at Clicktale as a senior customer experience analyst, and as a product analyst at Seeking Alpha.
Perspectives from retail, manufacturing, and investors on the changing retail...National Retail Federation
The document discusses perspectives from manufacturing, retail, and investors on the changing retail landscape. It outlines an executive panel discussing current supply chain collaboration, how to prepare for the future through moments of truth, agility, and feedback loops. It also discusses how to deliver stellar results through supply chain efficiency, demand sensing, sentiment analysis, replacing reports with actions, and deleting borders/silos between organizations.
An introduction to Lean for service organisationsOEE Consulting
In the current economic climate, businesses of all sizes are routinely expected to do more with less.
Eliminating waste, efficiency improvements and enhancing value for the customer can all help you transform your business.
We're building an on-demand workforce for digital tasks. Our goal: Create 25,000 sustainable freelance opportunities in emerging markets by 2020! Learn more on www.tasko.co.
Sponsor Presentation: Yes Lifecycle MarketingOmari Matthew
The document discusses challenges facing email marketers and a vision for the future of marketing. It notes that marketers struggle with accessing and leveraging big data across channels to individualize communications. The future is seen as one where email is integrated into a digital ecosystem allowing contextual communication across all channels. A system of engagement is proposed to turn insights into goal-oriented cross-channel communications through a platform that provides a consistent customer view and makes data actionable.
This document discusses managing a banking distribution mix to be fit for purpose. It notes that customer behavior is shifting, with more information gathering and purchases happening online. While branches remain important, they are an expensive channel. The document recommends using technology to provide an assisted customer experience across channels. It highlights Shinsei Bank's experience in Japan transitioning to more online and remote services while maintaining in-person assistance. This includes initiatives like cashless tellers and remote processing to reduce branch costs while still serving customers.
UX Conversion Camp: Aldermore Bank, Making Corporate UX WorkLisa Duddington MSc
UX Conversion Camp is the UK's only brand-only conversion event, organised by Keep It Usable. 2017 was the best yet! Here are the slides from our fantastic presenters, Aldermore Bank.
For more information on UXCC, please visit www.uxconversioncamp.com
How to recession-proof your business with better cash flow managementAmaya Woods
The IMF predicts the world economy will contract by 4.9 percent during 2020, and global economies are not expected to recover from the effects of the pandemic until late 2022 (ING).
In these times of economic uncertainty, cash flow management is one of your business' most valuable tools. Effective cash flow management will help your business withstand the impacts of the economic recession and ensure you are in the best possible position for growth when global economies begin to recover.
During this webinar, you'll hear advice from a panel of cash flow management experts.
Learn how you can recession-proof your business with better cash flow management including:
- Accurate cash flow forecasting
- Comprehensive spending and expense management
- Optimised accounts receivable processes
Watch the recorded session: https://hubs.li/H0LlNQ00
Get started today http://letswork.bossup2019.com
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How to Make Passive Income & Why You Should
Welcome to The Business Fame’s exclusive issue; "2020’s Leading Fintech Companies to Watch" here we have highlighted some companies whose efforts for innovations in FinTech industry is growing very fast with its simple and convenient solutions.
The banking industry is undergoing significant changes due to digital disruption. New technologies have changed customer expectations and competition is entering the banking space quickly. While some banks are confused or chasing innovations without understanding customer needs, others see opportunities to use new technologies and data to create a "proactive bank" that helps customers. To survive, banks need to have a clear strategy, focus on both short and long term plans, leverage their customer data to create value, and truly understand evolving customer preferences.
For those who are asking where the banking industry is headed, how a GAFA Bank will look like, what banks can do to bridge the existing digital gap, and even leverage the disruption - here is a short summary.
So, with great enthusiasm Insights Success has shortlisted,
“The 10 Most Promising Payment and Card Solution
Providers 2019”, who are working round the clock to make
transactions more secured and efficient.
Also, while flipping the pages don’t forget to go through the
CXOs and articles written by
The document discusses how the digital era has impacted the physical and social environment in several ways:
1) It has freed time and space from normal constraints as humans are no longer as place-dependent due to digital technologies.
2) This shift in location from the physical to the digital has effects on both the physical and social environment.
3) Several authors agree that the digital era is experiencing significant changes in regards to time/space and social/material infrastructure.
The document provides an overview of different business model patterns focusing on areas like products, experiences, and data across 30 global companies. Each company profile includes logos that link to business model pages and brainstorm cards to trigger ideas, and the document can be navigated using buttons or scrolling. Users are encouraged to understand the business models of different companies in order to innovate their own models using the provided brainstorm questions.
The document provides information about Cooperative Bank of Oromia (CBO). It discusses the bank's history, vision, mission, values and digital banking services. CBO was established in 2004 to provide financing to rural farmers and cooperatives. It has over 11 million customer accounts and aims to be the leading private bank in Ethiopia by 2025. The bank offers digital services like Coopay Ebirr and has over 735 branches. It also discusses CBO's role in financial inclusion and partnerships with organizations to increase access to banking in rural areas.
Jefferies Lungu Mutuku is a Kenyan man working in Afghanistan who is investing money back in Kenya and creating jobs. He has started businesses in real estate, transport, supplies and agriculture over the last three years. He works with ABC Bank in Kenya to manage his investments and send money home, and appreciates their advice and ability to facilitate transactions as if he was in Kenya. He is happy with the economic growth and stability in Kenya and looks forward to the new government creating more industries, jobs and supporting small businesses and entrepreneurs.
Nairobi Securities Exchange Overview in the month of May 2013ABC Bank Kenya
Sammy Njoroge, an engineer based in Iraq, advises Kenyans working abroad to gain as much exposure to new technologies as possible and consider starting businesses in Kenya utilizing the skills and knowledge obtained overseas. He has started businesses in transport and real estate in Kenya using ideas from more advanced technologies he interacts with in Iraq. Njoroge values his partnership with ABC Bank, saying they are flexible and supportive in helping him achieve his goals of becoming a serious investor in Kenya.
One to One Insights Online Banking Experience Presentation 11.18.2010One to One
This presentation highlights One to One Insight’s latest customer experience research findings on the top ten retail banks in the UK (Barclays, Halifax, HSBC, first direct, Lloyds TSB, Nationwide, NatWest, Santander, The Co-operative Bank, and Yorkshire Bank) in terms of the online customer experience they provide users who are interested in purchasing a Cash ISA (an individual savings account which offers savers special tax advantages) .
Research will directly compare the online experience provided by leading banks by scoring each bank, and providing qualitative insights into:
Positioning of Cash ISAs on the top 10 banking websites
Information relating to Cash ISAs
Tools and features related to Cash ISAs
Application process for a Cash ISA
This document discusses a vision for the future of banking in 2030 where banking is "invisible" and integrated into people's daily lives through a personal digital assistant called EVA. It provides an example interaction of EVA helping a person named Luca with various tasks like health, scheduling, and finances. The document argues that technology firms will dominate the customer interface layer, while banks will focus on product design and specialized services like credit assessment in the new disaggregated banking model. Banks will need to change their business models to focus on core functions like lending and payments in this restructured banking industry of 2030.
How the B2B e-commerce is changing? What is the role of alibaba.com ? How we will make business in the future - in the presentation of Cuneyt Erpolat - country manager Alibaba.com Turkey.
20 most innovative companies in Fintech IndustrySumit Roy
Global fintech financing has more than trebled in the past three years to an estimated US$3 billion annually and the level of innovation in the financial services sector has been unprecedented over the past 12 months. The level of spend and intensity of focus will – and already has – led to the development and release of products and solutions that will change the way customers view and interact with their financial services
Economic Risk Factor Update: June 2024 [SlideShare]Commonwealth
May’s reports showed signs of continued economic growth, said Sam Millette, director, fixed income, in his latest Economic Risk Factor Update.
For more market updates, subscribe to The Independent Market Observer at https://blog.commonwealth.com/independent-market-observer.
BONKMILLON Unleashes Its Bonkers Potential on Solana.pdfcoingabbar
Introducing BONKMILLON - The Most Bonkers Meme Coin Yet
Let's be real for a second – the world of meme coins can feel like a bit of a circus at times. Every other day, there's a new token promising to take you "to the moon" or offering some groundbreaking utility that'll change the game forever. But how many of them actually deliver on that hype?
Seminar: Gender Board Diversity through Ownership NetworksGRAPE
Seminar on gender diversity spillovers through ownership networks at FAME|GRAPE. Presenting novel research. Studies in economics and management using econometrics methods.
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
2. Elemental Economics - Mineral demand.pdfNeal Brewster
After this second you should be able to: Explain the main determinants of demand for any mineral product, and their relative importance; recognise and explain how demand for any product is likely to change with economic activity; recognise and explain the roles of technology and relative prices in influencing demand; be able to explain the differences between the rates of growth of demand for different products.
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[4:55 p.m.] Bryan Oates
OJPs are becoming a critical resource for policy-makers and researchers who study the labour market. LMIC continues to work with Vicinity Jobs’ data on OJPs, which can be explored in our Canadian Job Trends Dashboard. Valuable insights have been gained through our analysis of OJP data, including LMIC research lead
Suzanne Spiteri’s recent report on improving the quality and accessibility of job postings to reduce employment barriers for neurodivergent people.
Decoding job postings: Improving accessibility for neurodivergent job seekers
Improving the quality and accessibility of job postings is one way to reduce employment barriers for neurodivergent people.
1. million
active online
customers
1.85
of RBB customers
Representing 33%
+20%
growth in number
of active Online
Banking customers
during FY09
unique visits to
westpac.com.au
in December 2009
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200
150
100
50
0
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MORE THAN
M I L L I O N
online transactions were
completed during FY09
Above target increases
in online sales in key
areas of deposits and
home loans for FY09.
$2.4
trillion
across Westpac, Business
and Corporate Online.
These transactions amount
to a total contribution of…
Online is a priority battle in our vision
to be the leading financial services company
in Australia.
Online Banking is a key enabler to help earn
and retain all our customers’ business.
Active Online Banking customers:
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bank to others.
Why is online
important?
NPS
Online customers are greater
brand advocates, have a lower
defection rate and hold more
products (average of 3.65 PPC)
Strong reliability, good security
and consistent availability has
resulted in average Consumer
Online NPS for FY09 of +47.
NPS Data (July-Dec 2009)
20
30
40
50
60
NPS Consumer Online
NPS Westpac Online
NPS Business Online
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“Every process,
every product, every
project and every
practice be built
from the customer’s
perspective”
The Customer Centred Design process
Gail Kelly
People Leaders Forum
August 2009
Looking In at a product,
process or practice is about:
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state and experience for both
business and users
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for the business
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financial constraints
(i.e. viability and feasibility)
Doing the
right thing
for customers,
right now.
Our brand promise
Our customers are people that
take responsibility for their
future. We believe the best
thing we can be for them is a
bank that’s smart and reliable
in doing the right thing for
them, right now.
The diagram below illustrates the Customer Centred Design (CCD) methodology used by
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ensure we involve customers at every stage of the development cycle.
The CCD methodology brings customer insight to product designs to achieve better
outcomes for the business and our customers.
I’d like to be able to see all
accounts in one web page
(accounts, shares, monetary
fund, savings).
(47 year old investor, Paddington)
“I feel like I could be on top of
[my finances] more, particularly
Super and ‘Transition to
Retirement’ which I find very
baffling… in an ideal world,
maybe an idiots guide to super
provided by the bank could be
good…”
(54 year old Publishing Exec, St Ives)
What details how much is in
there, how much interest
was paid and when it was
paid. My accountant would
like to see that. Why can’t
you get it online like
everything else?”
(35 year old investor, Fitzroy VIC)
Treasury has to work in real
time. There is no question of
leaving things outstanding. If
something hasn’t been paid
straight away we can get
charged vast amounts of
interest.
(Assistant Treasurer, Corporation)
“Ideally, we would like to view all our
accounts in one portal. If Corporate
Online could do this we wouldn’t need
UPMPHJOUP)4#$XIJDIJTPVSMFHBDZ
banking system”
(Finance Team Manager, Premium Enterprise)
“I have to call the Westpac help desk to
get Swift codes, but generally they are
not much help on this. So usually I just
search in Google using the name of the
bank. Deskbank (the old Westpac
Corporate Banking system) used to
bring this up.”
(Accounts Payable, Institutional)
“A lot has been bleeding edge
for us not cutting edge.”
(Continuous Improvements
Project Manager, Corporation)
“I didn’t have to do as much
paperwork with my bank [for a new
product] so I just went with them.”
(34 year old Small business owner, Belrose)
“I check my balances
every couple of days.”
(47 year old GM, Bankstown)
“I finally have my small business
where I want it, I’m in control.
Where should I take it to next?”
“
Nic Tsalidas, 42
Business Owner
“I need visibility of our full financial
picture to make informed business
decisions. To save money, I want
to automate as many manual
processes as possible.”
Gary Lagsby, 46
Business Decison-maker
“To get ahead in life you have to
plan. I know I can make my
money work for my family.”
Chris Wilkinson, 45
Organised ambitious
“
G
Bu
“
C
Or
About personas
Personas are user archetypes that represent the target
audience who have or will have contact with Westpac Online.
Personas bring a tangible and believable representation to the
collected user research data and should be kept in mind
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the drivers behind design decisions internally, they remind
stakeholders of the audience that the product serves.
…and we’re already doing it right her
Mobile banking
iPhone banking launched in late in 2009, weekly sessions have
increased from 80,000 logins a week in November 2009 to 145,000
in January this year.
…Over 105,000 downloads of our iPhone application from the
Apple App store with fabulous user feedback
…'FCSVBSZXJMMTFFUIFTFSWJDFFYUFOEFEUPJODMVEF
PayAnyone, Bpay and Payments Authorisation for Business
Online as well as extending support to some Blackberry and
Nokia devices
…8FXJMMCFUIFGJSTUCBOLJOVTUSBMJBUPFOBCMFUPLFOOE
factor authentication via mobile for business customers
eSaver short form ap
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customer insights, we were able t
that delighted customers and inc
increase in applications from exis
Business Online
registration form
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redesigning the registration
process, we reduced the
error/rework rate from 30%
down to less than 5%.
“Since the
away the
banking a
“Nice to ge
from a ba
“The best b
Online sales
Improved website content and re
within the website and supporting
5% of deposits sales, 22% of cred
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…'PDVTPOEFQPTJUT
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Marketing, improved landing p
…*NQSPWFEBCJMJUZUPUBSHFUPGGFS
Westpac SMS Protect
…$$%BQQSPBDIEFMJWFSFEBOFYQFSJFODFUIBUSFTVMUFEJOBWFSZ
favourable reception of a potentially negative process by customers
…*NQSPWFESFHJTUSBUJPOBOEEBJMZMJNJUTXJUIPOMJOF4.4
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resulting in significant reductions in calls to the Contact Centre
…
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…/PO-FOEJOHMPTTFTBTBSFTVMUPGPOMJOFGSBVEXFMMCFMPXQMBOJO
…*NQSPWJOHUSVTUJTDSJUJDBMUPESJWJOHUIFBEPQUJPOPG0OMJOF#BOLJOH
Business Online
Banker Guide
…EESFTTFTUIFUPQFSSPSTHFOFSBUFE
by frontline staff using the Business
Online Registration Form.
…TTJTUTUBGGUPVOEFSTUBOEXIBU
Business Online is through a needs
based conversation.
504.
Allows frontline staff to provide the following services
upon business account opening:
…#VTJOFTT%FCJU.BTUFS$BSE GPSFMJHJCMFBDDPVOUTPOMZ
…#VTJOFTT0OMJOF
…#VTJOFTT5FMFQIPOF#BOLJOH
Social media
Westpac is now a proud participa
Ruby Connection, Twitter.com an
#JMMWBOTVQEBUFTPO:PV5VCF
8
branches on Facebook – Parrama
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These are our first tentative steps
exciting opportunity to engage an
our customers.
Narrow
options Research
options Decide Validate
decision
Engaging
The purchasing
process
(understand
meet my needs)
(support customer
through purchasing
process)
Deliver on these
promises in an
manner.
The sales
process
Westpac
Customer
Apply/Enquire
Solutions Products
…1SPHSFTTJWFEJTDMPVSF
(or start broad then
get specific)
…)FMQTDVTUPNFST
understand (by
providing detail on the
following):
– Products
–Features
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…
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making based on customer
lifestage/life event needs
with a view to addressing
core financial needs
…
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80% of the population
–not the exceptions
…
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checklist of the process
to fulfill need – help
customer match needs with
our products and services.
P
O
er
Consider
customer intent
(purchase mode)
– research (guided
or self guided)
– transactor
Filtering tools
– compare
– calculate
– search
Support the
next step
– relevant calls
to action
Site goals
Support customer in narrowing their options
Site principles
Supporting the customer across the buying process
Site objective
OHBHJOHDVTUPNFSTUPCVJMEBEWPDBDZ
and earn all of their business
westpac.com.au
Revitalised website was launched in late 2009 which included the
deployment of a new website content management system
…0WFSNJMMJPOWJTJUTCZNWJTJUPSTJO%FDFNCFSBMPOF
…*ODMVEFTOFXCSBODIMPDBUPS
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BOETPMVUJPOT
based on a “needs” approach with simplified navigation
…$VTUPNFSSFTFBSDI
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objectives, goals and principles of the new website.
2017 Strategy
Online mobile are priorities in the 2017 vision.
capture create deliver
Drive Online
Our Drive Online program has add
300,000 new active customers an
have the highest online adoption
major banks.
Strategies to increase active usag
…5SBOTBDUJPODDPVOU0QFOJOH1
…3#0OMJOF#BOLJOg Activation
…3#%BTICPBSESFQPSUJOH
…8BSNXFMDPNFUP0OMJOF#BOL
(1,1) -1- RGM Expo Ideas.indd 12/02/10 11:57 AM
(1,1) -1- RGM Expo Ideas.indd 12/02/10 11:57 AM
2. and in realising the next…
ng it right here, right now…
A Different Experience Promise
Superior
Market leading
–
The best
–
No competition
–
High quality
–
Exclusive
–
Expert
–
insight and
Visibility
–
Deep understanding
–
Advice and guidance
–
Clarity
–
Market intelligence
–
Foresight
–
powerful
Choice and Àexibility
–
Minimal effort, large effect
–
Comprehensive
–
High performance
–
Fast and responsive
–
Professional grade
–
control,
Customisable
–
Access to data: STP and API
–
Automating and integrating
–
Self service
–
Transferring ownership
–
Tailored to our processes
–
Optimal workÀow
–
Manipulation of data
–
enabling
Partnership with Westpac
–
Supporting our needs
–
Providing leadership
–
Deepening relationships
–
Guiding and advising
–
Driving growth
–
Facilitating change
–
Empowering action
–
business success.
Winning performance and growth
–
Enterprise-wide
–
Maximising pro¿ts
–
Saving time and costs
–
Maximising ef¿ciencies
–
Preventing error
–
Superior insight and powerful control, enabling business success.
Westpac Online 3 of 3
Complex Organisations
The intelligent
Learns from every interaction
–
Delivers evolving value
–
Pre-empts my needs
–
Adapts to my situation
–
Experienced, insightful
–
Aware, responsive
–
Ef¿cient, automatic
–
aide
Trusted partner
–
On my side, loyal
–
Knows me
–
Supportive
–
Guiding, advising
–
Readily available
–
Delivers
–
that powers
Gives me control visibility
–
Enables
–
Streamlines
–
Optimises
–
Guides
–
Motivates
–
Simpli¿es
–
my ¿nancial wellbeing.
My prosperity
–
My security
–
My cash Àow
–
My work
–
My business
–
My lifestyle
–
My family
–
The intelligent aide that powers my financial wellbeing.
Westpac Online
Advanced Banking
2 of 3
A Different Experience Promise
See
Past, present future
–
Creates awareness through clarity
–
Acknowledgement understanding
–
Provides the answer
–
Straightforward
–
Easy visibility
–
The full picture
–
For good or bad
–
Know me, alert me
–
now,
Immediacy
–
Simplicity that deters delay
–
Effortless, painless, without setup
–
Automates
–
Ready made
–
Anytime, anywhere
–
Optimises the present
–
to realise
Encourages decisions
–
Supports choice
–
Enables, equips
–
Illuminates the path
–
Inspires and motivates
–
Transform and grow
–
Instills con¿dence
–
Makes it real
–
the next.
Decision
–
Action
–
Goal, ambition, destination
–
Possibility, opportunity
–
Today and tomorrow
–
30 seconds, 30 days, 30 years
–
My future, my children
–
See now, to realise the next.
Westpac Online
Everyday Banking
1 of 3
A Different Experience Promise
$VTUPNFSYQFSJFODF1SPNJTF
5IF$VTUPNFSYQFSJFODF1SPNJTFUSBOTMBUFTPVSCSBOEQSPNJTF
to the online world.
It is our touchstone for:
…%efining target state customer experience
…
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TIBQJOH
QMBOOJOHBOEFYFDVUJPOBDUJWJUJFT
WFSZEBZ
Advanced
Complex organisation
ssions have
2009 to 145,000
tion from the
JODMVEF
for Business
ackberry and
UPLFOOE
ustomers
eSaver short form application
6UJMJTJOH
$$%UFDIOJRVFTBMPOHXJUIFYJTUJOH
customer insights, we were able to deliver a solution
that delighted customers and increased sales (40%
increase in applications from existing customers).
“Since the update, this app has blown
away the competition for iPhone
banking apps. Well done Westpac!!!”
“Nice to get something that works
from a bank for a change”
“The best banking app around”
Online sales
Improved website content and reduced friction and leakage in sales processes – both
within the website and supporting Contact Centre fulfilment – online now contributes
5% of deposits sales, 22% of credit card sales, 33% of personal loans.
…5FSN%FQPTJUDBNQBJHOSFDFJWFEPWFS
BQQMJDBUJPOT NJO%FDFNCFSBMPOF
…'PDVTPOEFQPTJUT
XJUIXPSLPO4FBSDIOHJOF0QUJNJTBUJPO
4FBSDIOHJOF
Marketing, improved landing pages and simplified application forms
…*NQSPWFEBCJMJUZUPUBSHFUPGGFSTUPDVTUPNFSTUISPVHIUBSHFUFEUFBTFST
Social media
Westpac is now a proud participant of The
Ruby Connection, Twitter.com and weekly
#JMMWBOTVQEBUFTPO:PV5VCF
8FIBWFUXP
branches on Facebook – Parramatta and
4VSSZ)JMMT
These are our first tentative steps – but an
exciting opportunity to engage and delight
our customers.
Validate
decision
Engaging
purchasing
rocess
nderstand
et my needs)
(support customer
through purchasing
process)
Deliver on these
promises in an
manner.
The sales
process
Westpac
stomer
ss
objective
HDVTUPNFSTUPCVJMEBEWPDBDZ
all of their business
Consumer Online Banking
prototype
Business Online Banking
prototype
$14,000
$12,000
$10,000
$8,000
$6,000
$4,000
$2,000
$0
-$2,000
-$4,000
-$6,000
-$8,000
Welcome Scott
[sign out]
[add a new goal]
Dinosaur Design
Customer since 2003
Contact us
Goal tracker
Search
NSW Business Centre
Your turnover – $1.5m a year
Someone owes you $4,560!
Want to improve your cashflow?
Explore how
$55,000 (3.7%)
28/07 04/08 11/08
Today – $510.53
18/08 25/08
Business accounts
Personal accounts
0 0 1
Transactions since
last login Work in progress
Account movements
Messages and alerts
Dashboard Accounts Payments, invoices
receipts
Payrolll super Tax Take a moment
for your business
1-5
days
5-10
days
10+
days
Day to day accounts
Day to day accounts
Future savings
Superannuation
Everyday business $510.53
Dinosaur savings $45.78
Business debit card $1,123.09
ANZ Savings $15.46
Loans assets
Investments
Insurance
EFTPOS merchant facilities
–
+
+
+
+
+
+
+
Welcome Diana
[sign out]
Next Steps
How do I Compare?
My actions How am I going?
Savings
Amount in super funds
balance
calendar
budget
Accounts
Search
1
2
3
JAN 2010
My Accounts Overview
My Dashboard My Accounts My Future Live Help
Me
People
like me
Day to day accounts
Retirement
What I’m worth
Westpac Everyday $1,104.02
Westpac Visa Card $7,642.95
ANZ Visa Card $2,290.87
NAB Savings $754.58
Westpac Everyday $153.23
Westpac Visa Card $1,961.61
$477,355
Future savings
House mortgage
Investments
–
–
+
+
Loans assets
Insurance
+
+
+
–
Shifting your credit card
debt to your mortgage
will save you about
$100 every month.
HOUSE
FOOD
BILLS
FUN
CASH
LOAN
CAR
MISC
TAX
LEFT
OVER
[go to my accounts]
[view all] [go to My Progress Report]
$
ALERT: Your bills and utilities
spending is over budget this
month. [Find out more]
You are half-way through
paying off your house.
[Find out more]
You saved $890.08
last month
[transfer to…]
Transferring your credit card
debt will save about $100 every
month [View]
$
$
890.08
)JHIMZQFSTPOBMJTFEBOEDVTUPNJTBCMF
online financial dashboard.
All interactions and information are contained within
one screen, enabling a customer to view, transact and
manage all their finances (banking, wealth and
broking/equities) with Westpac and BT.
Our goal is to leapfrog the competition by developing an
online proposition relevant and engaging for customers.
Drive Online
Our Drive Online program has added over
300,000 new active customers and we now
have the highest online adoption rate of the
major banks.
Strategies to increase active usage include:
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Outstanding
Active Total
GGFDUJWF
Forecast Organic
Active
customers
(millions)
1.85
1.80
1.75
1.70
1.65
1.60
1.55
1.50
O
c
t
0
8
N
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v
0
8
D
e
c
0
8
J
a
n
0
9
F
e
b
0
9
M
a
r
0
9
A
p
r
0
9
M
a
y
0
9
J
u
n
0
9
J
u
l
0
9
A
u
g
0
9
O
c
t
0
9
S
e
p
0
9
Active Online Banking customers
Actual vs Target
(2,1) -1- RGM Expo Ideas.indd 12/02/10 11:57 AM
(2,1) -1- RGM Expo Ideas.indd 12/02/10 11:57 AM