Adopting Emerging Technology to Drive e-banking and Customer Experience to New Levels

Transkripsi

1 Adopting Emerging Technology to Drive e-banking and Customer Experience to New Levels Jakarta, October 19, 2016 Untuk Anda, Bisa

2 Do we understand our customers Understand your customer needs, their journey in banking whether generational, transactional, gender, income level, consumer, wholesale, etc. The bank has a large quantity of data on customer transactions, behavioral patterns over time, demographic patterns, etc. We have the data, do we know how to use it? Steve Jobs subscribed to don t ask what your customers want; tell them what they want. 2

3 Physical to Digital Changing customer preferences, behaviors, and methods of banking means banks also needs to change. Digital allow banks to offer new services, grow in underserved markets, achieve Omni-channel presence, and automate processes to lower costs. - Customers no longer do all their business in a branch. Customers use multiple channels to open, use and manage their accounts, resolve issues and receive notifications. - Banks need to determine the optimal channel mix for each customer but the customer makes the ultimate choice. 3

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5 Meeting your customer needs and delivering propositions via a mix of channel offerings Mobile e-money (cards based) Internet Banking POS/Cash Reg NFC mpos e-wallet Cash Soc media Corp Mobile Corp Internet Banking Customer Business Parameters Security APIs Connections Controls 5

6 Delivery methodology needs to change STRONG ANALYTICS CUSTOMER JOURNEY AGILE DELIVERY UX DESIGN 6

7 Successful Implementation requires the right deployment of Technology, Organization & Processes RIGHT TECHNOLOGY STACK Seamless Omni-channel Experience Strong Payment Capability Digital Onboarding Straight Through Processing Analytics real time, personalized 7

8 Customers Expectations are changing Old Banking New Banking Banking in the old world Banking in the new world Customer Interaction Points Branch Opening Hours limited online & Self Service Customer Data Requested multiple times Account Opening Hardcopy form and documents submitted manually 24 x 7, anytime, anywhere Requested once Digital, upload, scan, photos of documents Customer Service & Sales Telephone, Branch, Physical sales visit Video, chat, self service, customer built FAQ & blogs & vlogs 8

9 Ecosystem partners provides opportunities to acquire customers, provide enabling capabilities and enhance overall value proposition. Ecosystem Partners Acquire Enhance Enable Enable Adopt a customer acquisition strategy Enhance & enrich the overall value proposition Provide enabling capabilities Banking Services Offer attractive banking products and favorable rates Broaden alliances and financing needs Companies with large customer / employee base Companies with established distribution network Online retail marketplaces Logistics companies Payment & transaction networks Social networks Data analytics Analytics Provide advanced analytics Capabilities Access to the rest of the ecosystem e.g. resources, partnerships, alliances Support development of digital presence Provide access to customer base & distribution network 9

10 Thank You