13:30 - 14:15 - From Web and Mobile to Chatbots and Voice: the New Customer Engagement Models Speakers: Sam Everington, Lead Engineer, Starling Bank David Hague, Director and Co-founder, MissionLabs Moderator: Richard Howard, Startup Business Development Manager, AWS Focus: Product Customers expect to be able to engage with your brand and services across multiple channels. Mobile has become the default access medium for many use cases. However, unlocking even larger groups of potential customers requires you to think about new channels of engagement, which include chat-bots and voice-enabled applications. Learn how AWS customers are approaching some of these new customer engagement rules and explore the benefits they’ve been able to unlock.

1. Customer
Obsession in
Retail Banking
9th May 2018
Sam Everington
@samever

3. Until now people haven’t experienced the same
technical innovation from banks that they have
benefited from everywhere else in their lives

4. So we built a bank from scratch
Founded by
Anne Boden
2014
Jan 2016
Starling raises
$70M
July 2016
PRA grants
banking license.
1st live account
Autumn 2016
MasterCard,
Mobile app Alpha,
Direct debits
January 2017
Starling becomes
13th member to
join Faster
Payments
April 2017
Open banking
APIs launch
Autumn 2017
Spending
Insights
Savings Goals
June 2014
Kick-off with
Regulators
September 2015
Started building
the prototype
Winter 17/18
- Settle up
- International
payments
May 2017
Public app
store launch
Summer 2017
Apple Pay
Google Pay
March 2018
Business Current
Accounts

6. Customer engagement in banking
• 63% online banking
• 38% mobile banking
• 100% opened in branch
or on paper

7. Engagement the Starling way…
• 100% mobile
• Real-time

8. Better for everyone

10. Engaging from other apps

11. • < 12 months in the app stores
• Hundreds of thousands of customers
• 17-90+
• 50+ % use app each day
• 95+ % using weekly
• 20+ % integrated via API
Does it work?

12. • Account types
• Our app + Other apps
• Banking as a platform
• New channels
More, more, more

13. Starling Bank
9th May 2018
Sam Everington
@samever