the mobile customer experience - your customers are mobile. are … · 2020. 7. 10. · the mobile...
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![Page 1: The Mobile customer experience - Your customers are mobile. Are … · 2020. 7. 10. · The Mobile customer experience - Your customers are mobile. Are you? Matt Acin-Tallier Financial](https://reader034.vdocuments.us/reader034/viewer/2022051915/6006346ce6e6a66849018154/html5/thumbnails/1.jpg)
The Mobile customer experience - Your customers are mobile. Are you? Matt Acin-Tallier Financial Services Industry Principal Xerox Corporation
Slides 1 and 2 must
stay together if you
want to begin your
presentation with
the looping slide.
Starting from slide
1, go into Slide
Show mode, click
the [play] button
and it will take you
to slide 2, which is
the loop, this slide is
hidden for the
purpose of the loop.
When you are ready
to start your
presentation, press
“Esc”. This will take
you back to slide 1.
Then press page
down to move to
advance through
your presentation.
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Mobile experience 1992 - 2014
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Improvement v. Transformation
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Adaptability, creativity and Innovation
What keeps CEOs awake at night
• Organise ourselves around the customer/offering
• Challenge what we take for granted
• Do things that we don’t find very easy to do
Common sense kills Innovation
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Digital & Mobile Society
Everyone is connected… Sync with them
• Social Media defines behaviour & mobile enables immediate
action
• Capital and Projects meet directly – P2P models
• Increase in iBeacon/sensors utilisation – Interactive Bank
Branches / Insurance
• Virtual Assistance (ATM video, mobile video, geo-location)
• Wearable technology
• Big Data v Interconnected Data
• Cloud delivers more than savings, it delivers Agility
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Acquire
Develop Retain
Prospect
The Experience Continuum Every step can now be digital
Customer
Communications
Marketing &
eMarketing
Proposals
& Acct opening
Social media
Segmentation/
propensity
analysis/ empathy
Contracts,
policies &
collateral docs Interactive Documents
Up-sell / cross- sell
Omni-channel communications Social Media/ analytics
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Trends - Digital & Cloud Banking Ubiquitous Bank
7
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Customer 3.0: the Experience Continuum
Key Capabilities
Customer 1.0
low connect /
traditional products/banking
Enable paper-2-digital
Accelerate ingestion Transactional Print
Digital Output - ePresentment
Integrated touch-points: front office, Contact Centre & Back Office
Customer 2.0
Connected
1-size-fits all
& commoditised
Enable online apps & processes
Mobile capture & Distributed Capture
Workflow Automation
ePresentment/distribution BPaaS
BPO
Customer 3.0
Ultra connected –
High Value & Margin
Tailored products
eSignatures / Biometric Signature
Mobile Doc Network
Social Media
Predictive Analytics
Voice Analytics & Anomaly Detection
Omni-Channel integration
Specialised/Virtual Assist (BPO / BPaaS)
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Customer 3.0: the Experience Continuum
Customer 2.0
Connected
1-size-fits all
& commoditised
Enable online apps & processes
Mobile capture & Distributed Capture
Workflow Automation
ePresentment/distribution BPaaS
BPO
Customer 3.0
Ultra connected –
High Value & Margin
Tailored products
eSignatures / Biometric Signature
Mobile Doc Network
Social Media
Predictive Analytics
Voice Analytics & Anomaly Detection
Omni-Channel integration
Specialised/Virtual Assist (BPO / BPaaS)
![Page 10: The Mobile customer experience - Your customers are mobile. Are … · 2020. 7. 10. · The Mobile customer experience - Your customers are mobile. Are you? Matt Acin-Tallier Financial](https://reader034.vdocuments.us/reader034/viewer/2022051915/6006346ce6e6a66849018154/html5/thumbnails/10.jpg)
Customer 3.0: the Experience Continuum
Customer 3.0
Ultra connected –
High Value & Margin
Tailored products
eSignatures / Biometric Signature
Mobile Doc Network
Social Media
Predictive Analytics
Voice Analytics & Anomaly Detection
Omni-Channel integration
Specialised/Virtual Assist (BPO / BPaaS)
![Page 11: The Mobile customer experience - Your customers are mobile. Are … · 2020. 7. 10. · The Mobile customer experience - Your customers are mobile. Are you? Matt Acin-Tallier Financial](https://reader034.vdocuments.us/reader034/viewer/2022051915/6006346ce6e6a66849018154/html5/thumbnails/11.jpg)
Customer 3.0: the Experience Continuum
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The Bank is not a place anymore
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The Bank is not a place anymore
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The Bank is not a place anymore
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The Bank is not a place anymore
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The Bank is not a place anymore
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The Bank is not a place anymore
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The Bank is not a place anymore
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The Bank is not a place anymore
![Page 20: The Mobile customer experience - Your customers are mobile. Are … · 2020. 7. 10. · The Mobile customer experience - Your customers are mobile. Are you? Matt Acin-Tallier Financial](https://reader034.vdocuments.us/reader034/viewer/2022051915/6006346ce6e6a66849018154/html5/thumbnails/20.jpg)
The Bank is not a place anymore
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The Bank is not a place anymore
![Page 22: The Mobile customer experience - Your customers are mobile. Are … · 2020. 7. 10. · The Mobile customer experience - Your customers are mobile. Are you? Matt Acin-Tallier Financial](https://reader034.vdocuments.us/reader034/viewer/2022051915/6006346ce6e6a66849018154/html5/thumbnails/22.jpg)
The Bank is not a place anymore
![Page 23: The Mobile customer experience - Your customers are mobile. Are … · 2020. 7. 10. · The Mobile customer experience - Your customers are mobile. Are you? Matt Acin-Tallier Financial](https://reader034.vdocuments.us/reader034/viewer/2022051915/6006346ce6e6a66849018154/html5/thumbnails/23.jpg)
The Bank is not a place anymore
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