uob corporate day 2019...omni-channel for our customers 2 accessible and convenient differentiated...

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UOB Corporate Day 2019: Our Omni-Channel Approach to

Engaging Our Customers Janet Young

Group Channels and Digitalisation

15 May 2019

Omni-Channel for Our Customers

2

Accessible

and Convenient

Differentiated

Experiences

Customer

Engagement

Network location matches

where customers bank, play

and live

Customer-centric

branch formats

Best of breed service

delivered by multi-

skilled advisory staff

Enhancing UOB’s Branch Network

2014 2015 2016 2017 2018

69% 6%

25%

High concentration

Medium concentration

Low concentration

3

94% of UOB branches are located in high

and medium target customer concentration

areas

Increased accessibility and convenience by

locating where our customers work, live, play and

do business

Maximising Network Potential Reshaping Network Presence

445

branches

486

branches

Customers are Embracing Digital

4

288m in 2016

407m in 2018

Digital and

Self-Serve

Branch

2016 2018

91% 263m

transactions

94% 383m

transactions

9% 26m

transactions

6% 23m

transactions

Remains an important

touchpoint

Total transactions

increased from

New Branch Models Focus on Customer

Experience and Community Engagement

5

FACE TO

FACE

SELF

SERVICE

LIMITED

SERVICE

FULL

SERVICE

Universal

Branch

Satellite

Branch

High Net

Worth Centre

Autolobby Express

Branch

High Street

Wealth

Centre

SME-

Focused

Branch

SME

Sky Branch

New branches

New Orchard High Street Wealth Branch

Model for Emerging Affluent Customers

6

Premier shopping belt where people shop,

play and dine

476,000 emerging affluent consumers

Affluent young individuals

frequent Orchard

High visitorship to Orchard branch

(100k customers in 1H18)

Emerging affluent prefer to speak to adviser before

making financial decisions

Sources: GlobalData research report, various media articles, UOB’s survey

Quick Serve

Counter

QR Code

Wall

Self-service

Banking Discussion

Booths

7

Applying Design Thinking to New

Tampines 1 Branch

Tampines 1 Branch Designed for Young

Family and Digital Generation

8

20% lower Operating Expenses

20% higher Branch Revenue

10% more Accounts Opened

Positive Results FY2018:

Express Branch Format Makes It Easy for

Thai Customers to Apply For a Loan

9

First Pilot Loan Branch at Mall Thapra (50m2): 8 Nov 2018

• Fast Track Application: 1 Hour Approval

• Instant National Credit Bureau checks

• Loan Specialist Advisor

National Credit Bureau Instant Checking

Loan Specialist Advisor

Digital Kiosk (TMRW) ATM/CDM1 Multimedia LED Screen

1. Cash deposit machine

New Branch Concepts Centred around

Thai Consumer and Business Customers

10

Icon Siam Privilege Banking

Centre with luxury modern Thai

art concept

Central Eastville family-oriented

branch concept features

children’s play areas

Business Centre at True Digital Park for

SMEs/Startups and SME Advisory

Corner at Chiangrai

Highly Commended for Excellence in Customer Centricity

Customers Visiting Branches Increasingly

for Advisory Services Across Entire Network

11

10% Eliminated routine

transactions by 10% with

digital advocates at branches

48%

Increase in

successful referrals with shift

towards advisory interactions

Total UOB Branch Transactions

Singapore home market – transaction decline most pronounced

Regional markets – transaction decline more gradual

2016 2018 2016

26m

23m

Training Staff to be Multi-skilled,

Future-ready

12

Future-ready skills

Leadership and advisory

Digital and FinTech literacy

Reskilling Programme

60%

25%

15%

Single-Skilled

Multi-Skilled

and Advisory

Leadership

and Advisory

2017

Customer Omni-channel Experience to

Support Business Growth and Aspirations

13

Support business

growth and aspirations

Continual review of

branch network

Smaller and lower

cost branch formats

Omni-channel Experience

Multi-skilled staff focus

on advisory and

customer engagement

Innovative and

relevant products

Helping customers

to go digital

Thank You