facilitating digital transformation in financial services · across an omni-channel banking...
TRANSCRIPT
Facilitating Digital Transformation in Financial Services
Birgit Kurz, Industry Principal Financial Services
SAP-Forum für Customer Engagement und CommerceWien, 5. April 2016
CEC for Financial Services
DISCOVER
NEED
RECEIVE
OFFER
POST
REVIEW
MAKE
PAYMENT
JOIN
GROUPS
RESEARCH
USE
PRODUCT
CONTRACT
RECEIVE
INFORMA-
TION
HELP &
SUPPORT
ADD
FEATURECOMPLAINT
FIX
ISSUE
ADDITIONAL
PURCHASE
BILLING
ISSUE
LOYALTY
BONUS
RECEIVE
OFFER
REFER
FRIENDS
WEB
TV
DIGITAL
ADS
SOCIAL
SEARCH
KW/ADS
REVIEWS
WEB SITE
AGENT
CONTACT
CENTER
WEB SITE
SOCIAL CONTACT
CENTER
SUPPORT
PORTAL
SUPPORT
PORTAL
CONTACT
CENTER
WEB SITE
SOCIAL
AGENT
BRANDED
COMMUNITY
CONTACT
CENTER
SOCIAL
WORD OF
MOUTH
CONTACT
CENTER
AGENT
DISCOVER
NEED
RECEIVE
OFFER
POST
REVIEWREPEAT
JOIN
GROUPS
SHORT
LIST
SIGN
DECIDEOPEN
ACCOUNT
TRANSACT
QUESTIONSSERVICE
ISSUE
COMPLAINTEXPAND
RELATIONSHIP
BILLING
ISSUECASE RESOLUTION
REFER
FRIENDS
WEB
TV
DIGITAL
ADS
WORD OF
MOUTH
SEARCH
KW/ADS
BRANCH
CONTACT
CENTER
MOBILE
SOCIAL
CONTACT
CENTER
SOCIAL
BRANDED
COMMUNITY
CONTACT
CENTER
SOCIAL
WORD OF
MOUTH
CONTACT
CENTER
BRANCH
AWARENESS
INTEREST
CONSIDERATION
ACTION
USE
ACTION
ADVOCACY
ADVOCACY
CONSIDERATION
REVIEWS
ADVISORY
TOOLS
SUPPORT
PORTAL
MOBILE BRANCH
RESEARCH
WEB
ONLINE
SOCIAL
FS CUSTOMERS SCRIPT THEIR OWN JOURNEY
The bank of tomorrow will not be a place people go. Instead, it will go with them wherever they go.
Branch ATM Web Mobile
0-1visit/month
3-5visit/month
7-10visit/month
15-30visit/month
The bank of the future
Just for you: Free Gold Card!
Omnichannel Customer Data Management
Marketing Commerce Sales Service
CLAIMSPOLICY ADMIN BILLING ANALYTICSQUOTATION & U/W …
Experience Management/Omnicommerce Connect
One solution to manage insurance customer experience consistently across all touchpoints
AGENCIES – BANKS – BROKERS CALL CENTERWEB MOBILE SOCIAL MEDIA AGGREGATORS
INTERNET OF THINGS DIGITAL CHANNELS TRADITIONAL CHANNELS
INSURANCE BACK-END
Usage based insurance is leveraging the
internet of things and gives perfect accuracy
for risk management and product design
SAP Solution Portfolio – Digital Banking
DIGITAL
GOODS
EMAILDIGITAL
ADVERTISING
INTERNET
BANKING
BRANCH CONTACT
CENTER
PRINTINGMOBILE
BANKING
SOCIAL
MEDIA
MARKET-
PLACES
SEARCH
KW/ADS
BROKERATM
SELF SERVICE
SMS/NOTI-
FICATIONS
Customer Experience
Process Orchestration/Integration
Core BankingOther Systems
Data Managemet (Customer, Product, Billing)
MARKETING COMMERCESALES/
SERVICE
ONLINE/MOBILE
BANKING eWALLET
SAP Digital Banking Solutions
@
CEC Key Capapilities for Financial Services
Best-in-class Search Engine
Optimization
Template Content for Life, Car,
Travel, Homeowners, Renters &
Event Insurance
«Find an Agent» Functionality
Interfaces to Product & Quote
Applications
Comprehensive customer
profiling in real-time
Trigger-based marketing to an
audience of 1
Real Time Personalized
Recommendation (ATM, Apps …)Client Managed Banking Seamless Integration to online
and mobile banking
Key benefits financial services
Positively influence
market perception of
your bank’s brand
and products.
Improve
customer
sentiment
Drive customer
awareness and
preference versus
competition.
Grow
customer
mindshare and
wallet share
Take advantage
of cross sell
opportunities and
increase multiple
product purchases.
Drive brand
loyalty and
profitability
Ensure consistent
brand experience
across an omni-
channel banking
environment.
Increase
customer
satisfaction
Increase revenue,
and profit in branches
and all virtual
channels
Increase
omnichannel
opportunities
Build an omnichannel
platform with online
self service and
native call center
integration
Reduce costs
to serve and
satisfy
customers
THANK YOU!