The Future of Customer and Employee Productivity in Finance

Emilia D'Anzica, VP, Customer Engagement, WalkMe

Tracey Metzger, Product Manager, RBC Royal Bank #T32017

Agenda

•Era of Digital Transformation

•Rethinking Digital Success

•Financial Industry Impact

•WalkMe for Customer Centricity

•Royal Bank of Canada: Case Study

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What is Digital Transformation?

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Era of Digital Transformation

• Digitization: Using platforms to make a process digital, seamless & maybe invisible?

• Digital Transformation: Process by which companies are reinventing themselves as a result of disruption in their industry.

• DIGITAL LEADERS

• DIGITAL MAKERS

• DIGITAL ENABLERS

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Rethinking Organization Success

Original paradigm:

S.M.A.C

• Functionality pointless without adoption

• Business failing due to lack of value realization

• Adoption is HARD! Pace, Fear, Disruption

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New Starting Point for Organization Success

Shift to People Processes:

• Internal apps to drive efficiency & effectiveness

(CRM & HCM)

• External applications to drive greater reach

(Web & Mobile)

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Impact on Financial Industry

Employee Productivity Customer Engagement

Success Rate For Change

Efforts: <25%

Source: McKinsey

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Organizational Change Management is Critical for Enterprise Applications -Enabled

Transformation 07 October, 2015 G00292505

75% of organizations’ [migration projects] will

fail to achieve expected business outcomes

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Why do 75% organizations & customers fail to adopt software?

“Poor user adoption, decreased productivity and longer

time-to-benefit realization."

Michael Guay | Pat Phelan, Best Practices for

Application Accelerating.

Current Adoption Performance

Desired Performance

Change

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Driving Adoption Throughout the Entire Lifecycle

Onboarding & Training

User Adoption

Introduce New

Process

Support & Retrain

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Employee Productivity & Customer Engagement Reinvented

WalkMe

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Insights

Engagement Guidance

The first Digital Adoption Platform (DAP) that simplifies user experience and drives user action using three capabilities:

About WalkMe

San Francisco (HQ)

Los Angeles

New York City

Tel Aviv

Melbourne

Countries with WalkMe Customers

• Founded in 2011

• $100+ million in funding

• 400+ employees

• Market leader with 1000+ customers & all

major industries

• 130+ of Fortune 500

• 25% of customers leverage WalkMe across Multiple Apps

World’s First Digital Adoption Platform

• 10+ awards

• ISO 27001 certified

• Enterprise grade platform

Award-Winning SaaS Solution

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Use Cases

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Internal System Adoption

Software Implementation

Digital Transformation

Employee Productivity

Training and Onboarding

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Use Cases

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External Facing

Customer Success

Customer Care

Mobile (Native App)

External Marketing Website

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Selected Customers Per Industry

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Insurance

Internet / E-Commerce

Other Retail /

Distribution

Banking & Financial Services

Healthcare / Pharma

Education/ Government

Telecom/Mobile /TV/Radio

Software

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Imagine Insights on All Your Systems

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Visual UX layer Engagement optimization Gain knowledge Gain Knowledge

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Key Takeaways for Employee & Customer Centricity

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Customer transformation

starts with Internal

Innovation

Reduce wasted customer hours

with micro-moments & real-

time in-app support

Digitize the customer

experience to the point it is Invisible

“Great user experiences based on ecosystem plays to make the banking component invisible.”

-Paul Cobban, Chief Operating Officer, Technology and Operations for DBS Bank

With Tracey Metzger

Royal Bank of Canada RBC

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RBC’s Digitization

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Increased Productivity & User Engagement

Reduced Costs = More $$ for your Business

Better Employee & Customer Experience