kbc bank ireland the new world of retail banking – “high tech, high touch”
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KBC Bank Ireland The new world of Retail Banking – “High Tech, High Touch”. Sales Institute of Ireland Annual Conference 22 nd May 2013 Head of Distribution KBC Ireland : Pat Watt. KBC has real ambition…and a clear Brand positioning. Creative, Customer-Centric & Common-Sense. - PowerPoint PPT PresentationTRANSCRIPT
KBC Bank Ireland
The new world of Retail Banking – “High Tech, High Touch”
Sales Institute of Ireland Annual Conference 22nd May 2013
Head of Distribution KBC Ireland : Pat Watt
KBC has real ambition…and a clear Brand positioning
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KBC Bank Ireland in 2020
A Top Retail Bank
Leading on Innovation
Customer Service Champion
A Brand Leader
Creative, Customer-Centric & Common-Sense
Irish Consumers Supportive So Far
How to scale efficiently and effectively while maintaining a
personalised approach to sales & service
How to deliver a compelling digital experience underpinned by a
strong, welcoming physical presence
How to engage with our customers at the right time about the
right things through the channel that most suits them
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Key Distribution challenges
Delivering simple, relevant Banking & Insurance Products
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Daily Banking
CreditSaving and Investment
Protection
Customers Primary Banking Needs
Through innovative, multi-channel Distribution…& empowered staff
Urban “Hubs”Regional Stores
Agile Distribution
Inside SalesMulti-Skilled
Multi-Tech
Online & Mobile High functionality,
High “Personalisation”
Customer Care First Point Resolution
Multi-Tech
Intermediaries
Customers
KBCI will distinguish ourselves by delivering a distinctive sales & service offering through:
Knowledgeable and empowered staff who consistently deliver friendly, personalised service
and
Innovative, conveniently accessible and integrated physical and virtual channels
Our Distribution channels will be famous for our distinctive service, simplicity and accessibility
Balancing “High Tech, High Touch” Customer Engagement
Pop-up’s
Mobile Advisors
“Retail Hub” Approach delivering Strong, Welcoming & Engaging Physical Presence
Phone & Digital Channels delivering Accessible, Customer Friendly & Innovative Sales & Service
Highly Professional & Friendly StaffCustomer-centric & simple ProcessesHigh levels of PersonalisationStrong but simple Functionality High Channel IntegrationReal-time Customer Engagement
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Intermediaries
In-Store Capability includes: Meet & Greet
Personal Advisors Digital Media
Virtual Advisors Wi-Fi
TBC
Key Process & IT Enablers - Data Analytics, CRM, Channel Integration , & Lean Processes
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Delivering with Creativity & Innovation
Innovative Store Design
“Virtual” Advisor
“Agile” Distribution
A Great Team
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Key Organisational & Leadership Requirements
• Be Customer Focussed
• Be Agile
• Be Restlessly Innovative
• Be Committed
• JDI…!