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Kako se spreminja percepcija bančništva v očeh ljudi?_Silvia Gabriela Birla.pptx
A new way of banking?
Silvia Birla
Products & Segments Director
NOVA KBM
What do I want to share
today?
A new way of banking is in the making
• Which is not about neobanks, fintechs,
RPAs, AI, chatboots …
• It is about staying human despite all of
this
• But still using modern social tools to
connect with clients‘ feelings, emotions,
state of mind
Traditional banks‘ challange
NO, it is not about the neobanks …
We, bankers and banks, need to reinvent
ourselves, not only by becoming digital BUT
Also by changing perception about a bank
as a whole
We have to be felt, not seen, be there for
better and worse for the end customer
BANKING AS AN INDUSTRY
IS NOT INTERESTING
ANYMORE
FOR THE YOUNG
GENERATION ….
This is how we do it
We bring the Bank branch to your home
Product offer vs solution offer
It can sound cliche BUT
We are shifting from a product offer to
solutions offer
Customers don’t need a product, but a
solution to a need or challenge
This is why standalone products are not
feasible anymore
CLIENTS DON‘T NEED A MENU
OF
PRODUCTS
BUT A SOLUTION TO THEIR
NEED
Solutions for a merchant …
How do we target clients and why?
YES, to keep sales up but not only for that
Life is on fast forward today
Banks have the information/data and the
tools to use predictive analitics in order to
identify your next need
We do believe that we don‘t create the
need – we anticipate it
WE USE PREDICTIVE
ANALITICS
TO GET
TO THE REAL NEED OF THE
CLIENT
Neobanks influence
Traditional banks still
have a footprint and
will continue to have
for a while.
Using this mostly for
complex needs and
clients who care for a
personal interaction.
Branch
Mobile bank
Competion made us …
competite and we are
leveraging the
knowledge we have
using new tools.
One of the best tools
we were challenged
and pushed to
overperform on.
ATM
Reinvented ATMs.
We now have a sales
channel on top of
their basic
functionalities.
Mobile
payments
Riding on
opportunities offered
by global players.
A bit lagging behind
neobanks but
working on it.
Availability
We are present for
clients both in virtual
and real form.
Service to customer
exists & performs.
History timeline of NKBM & digitalization
Dec
Dec
Dec
May Jun Jul Aug Sep Oct Nov
Jan Feb Mar Apr
2017 May Jun Jul Aug Sep Oct Nov Dec
Jan Feb Mar Apr
2018
May Jun Jul Aug Sep Oct Nov
Jan Feb Mar Apr
2019 May Jun Jul Aug Sep Oct Nov Dec
Jan Feb Mar Apr
2020
May Jun Jul Aug Sep Oct Nov
Jan Feb Mar Apr
2021 May Jun Jul Aug Sep Oct Nov Dec
Jan Feb Mar Apr
2022
New core
banking
system
Smart bundle
Kredit Naprej
Next best
offer
in
Bank@Net
Next best offer
in
CC
Abanka
operational
merger
Product
simplification
(from 96
products to
7 product
groups)
Op. merger
with
PBS and KBS
Komplet &
Premium
bundle
B@W
launched
Launch of
e-
statements
Chatboat
launch
Flik
launch
mWallet
launch
Best
digital
bank
Outbound CC
introductio
n for E2E
sales
Next best
offer in
Branches
Best
digital
bank
Best
digital
bank
Redesign of
nkbm.si
Digital
transformation
starts with SMS
OTP
New design
Bank@Net and
mBank@Net &
PAPERLESS
Mutual fund
buy sell on
digital
Brokerage
buy sell
on
digital
E2E new
client
onboarding
mBank@Net
E2E
charge
cards
mBank@net
Card
installments
+CVV PIN/PAN
mobile bank
Cards
benefits
program
Launched
green CL
and HL
Kredit
Naprej in
mobile
bank
Banks next mission
Be sticky, embed in clients life
Get stronger on mobile paymnets
We have to be felt, not seen, be there for
better and worse for the end customer
CONTINUE STAYING HUMAN
DESPITE DIGITALIZATION
CONTINUE FOCUSING ON
CUSTOMER NEEDS

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Kako se spreminja percepcija bančništva v očeh ljudi?_Silvia Gabriela Birla.pptx

  • 2. A new way of banking? Silvia Birla Products & Segments Director NOVA KBM
  • 3. What do I want to share today? A new way of banking is in the making • Which is not about neobanks, fintechs, RPAs, AI, chatboots … • It is about staying human despite all of this • But still using modern social tools to connect with clients‘ feelings, emotions, state of mind
  • 4. Traditional banks‘ challange NO, it is not about the neobanks … We, bankers and banks, need to reinvent ourselves, not only by becoming digital BUT Also by changing perception about a bank as a whole We have to be felt, not seen, be there for better and worse for the end customer BANKING AS AN INDUSTRY IS NOT INTERESTING ANYMORE FOR THE YOUNG GENERATION ….
  • 5. This is how we do it We bring the Bank branch to your home
  • 6. Product offer vs solution offer It can sound cliche BUT We are shifting from a product offer to solutions offer Customers don’t need a product, but a solution to a need or challenge This is why standalone products are not feasible anymore CLIENTS DON‘T NEED A MENU OF PRODUCTS BUT A SOLUTION TO THEIR NEED
  • 7. Solutions for a merchant …
  • 8. How do we target clients and why? YES, to keep sales up but not only for that Life is on fast forward today Banks have the information/data and the tools to use predictive analitics in order to identify your next need We do believe that we don‘t create the need – we anticipate it WE USE PREDICTIVE ANALITICS TO GET TO THE REAL NEED OF THE CLIENT
  • 9. Neobanks influence Traditional banks still have a footprint and will continue to have for a while. Using this mostly for complex needs and clients who care for a personal interaction. Branch Mobile bank Competion made us … competite and we are leveraging the knowledge we have using new tools. One of the best tools we were challenged and pushed to overperform on. ATM Reinvented ATMs. We now have a sales channel on top of their basic functionalities. Mobile payments Riding on opportunities offered by global players. A bit lagging behind neobanks but working on it. Availability We are present for clients both in virtual and real form. Service to customer exists & performs.
  • 10. History timeline of NKBM & digitalization Dec Dec Dec May Jun Jul Aug Sep Oct Nov Jan Feb Mar Apr 2017 May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr 2018 May Jun Jul Aug Sep Oct Nov Jan Feb Mar Apr 2019 May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr 2020 May Jun Jul Aug Sep Oct Nov Jan Feb Mar Apr 2021 May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr 2022 New core banking system Smart bundle Kredit Naprej Next best offer in Bank@Net Next best offer in CC Abanka operational merger Product simplification (from 96 products to 7 product groups) Op. merger with PBS and KBS Komplet & Premium bundle B@W launched Launch of e- statements Chatboat launch Flik launch mWallet launch Best digital bank Outbound CC introductio n for E2E sales Next best offer in Branches Best digital bank Best digital bank Redesign of nkbm.si Digital transformation starts with SMS OTP New design Bank@Net and mBank@Net & PAPERLESS Mutual fund buy sell on digital Brokerage buy sell on digital E2E new client onboarding mBank@Net E2E charge cards mBank@net Card installments +CVV PIN/PAN mobile bank Cards benefits program Launched green CL and HL Kredit Naprej in mobile bank
  • 11. Banks next mission Be sticky, embed in clients life Get stronger on mobile paymnets We have to be felt, not seen, be there for better and worse for the end customer CONTINUE STAYING HUMAN DESPITE DIGITALIZATION CONTINUE FOCUSING ON CUSTOMER NEEDS