This document discusses the digital evolution strategy of a bank. It notes that margins have dropped due to low interest rates, forcing competitors to focus on efficiency. The bank's digital-first strategy aims to position it as a leader in this changing environment. The document discusses how going digital is important for key performance indicators and customer ratings. It provides examples of leveraging digital tools like iPads to help with sales and servicing clients. Finally, it addresses common objections to digital banking and emphasizes providing options to customers.

1. Confidential
Digital Evolution
Adriana Young and Neville Simpson

2. 2Confidential
Why Digital?
• https://youtu.be/i0FYkGpVpdQ
“Margins in our industry have dropped due to low interest rates over the last 7
years since the great recession. It is clear that competitors have responded with
a renewed and aggressive focus on efficiency. This efficiency focus allows them
to maintain earnings and more importantly invest in their business.”
“We are competing in one of the most dynamic and exciting periods of change in
the economic history of the world. Our digital first strategy is meant to position
us as a leader in this new age. I continue to believe that no company can Change
Banking for Good like we can.”
Does this Sound Familiar to any one???

3. 3Confidential
We know why it’s important to the company…
How is it important us?
• KPI
-BMW - Directly ties into our digital evolution
-Weighted Sales
-Engagement
-Net Relationship Growth
-SERP
--By us getting on Board it drives 100% of how we get rated. We can’t
afford to not have our teams 100% committed to going digital
And on a side note make it fun…….

4. 4Confidential
Product presentation:
What do it sound like?
How can we leverage the IPad’s to help with sales?
“Based on the information you shared with me, this is how we will
help you today”
“We are going to set you up with ……….”
“While I go get your account number, I’m going to leave the iPad with
you, so you can see all our great services and products……”

5. 5Confidential
Role-Play

6. 6Confidential
How can we leverage digital first to help service our clients?
• Check Reorder
• Stop Check Payment• Order Statement
• Order a Check Copy
• Check Deposit• Transfer Money
• Cash Withdrawal • Cash Deposit
• Dispute Transactions
“Great! I can help you with that, let’s log into your online banking”
“Great! I can help you with that, let me show you how easy our ATM is”

7. 7Confidential
Handling Objections
- I came in here because I want to see you
- Are you going to lose your job?
- So you don’t want me coming into the branch any more?
- I don’t trust the internet
You can always stop by and say hello, we love to see you in the branch. We also know many of
our customer want options when it comes to their banking needs. We want to ensure you know
how to bank with us more than one way.
We will always need people here to help our customers. We are always training our associates
to be experts in various areas to provide you with the advice and guidance you deserve.
While we love having our customers visit us at the branch, we also want to make it convenient for
you to do your banking. We want to provide options to our customers so that they can choose
how and when they bank.
Many of our customers have shared some of your concerns, lets review some of the ways you
can protect yourself from fraud and identity theft.

8. 8Confidential
Final Thoughts
https://youtu.be/RndG23-Vu-k
Wake up

9. 9Confidential
Questions and Comments