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Quality, trust and social commitment
Digital finance disruptionin #8 cases
PERE NEBOT | CaixaBank
Quality, trust and social commitment
The customeris changing
The multichannel customer’s
behaviour has changed radically in
CaixaBank over the last 10 years
21% 20%
20%
21%
18%
0%
2004
8%
9%
14%
16%32%
21%
Branch ATM Auto.
POS Internet Mobile
2014
Quality, trust and social commitment
PASSIVE
Waiting to Happen
REACTIVE
Followers
PROACTIVE
Leading the Change
The customeris changing
To keep up with this customer and
society change, we could be…
Quality, trust and social commitment
PASSIVE
Waiting to Happen
REACTIVE
Followers
PROACTIVE
Leading the Change
The customeris changing
To keep up with this customer and
society change, we could be…
Quality, trust and social commitment
#1 Flagship BranchesThe customeris changing
Case
New Model of Branches focussed on new customers’ behaviour
• Customized attention area
• Dynamic marketing
• Wi-Fi / App check-in
• Discovery area
• Online banking
• Packs
• Cards
• “la Caixa Foundation” Area
Quality, trust and social commitment
The branch goes where the customer is
#2 CaixaBank&GoThe customeris changing
Case
SmartPC & Smartphones with full banking functionality and Biometric Digital Signature
Employee Benefits:
• Close Contracts at customer’s home
• 100% digital Process
• Paperless
Customer Benefits:
• CaixaBank Proximity
• Apps for Sharing screen with the customer
• WoW Experience
+4 MMDigital
signatures monthly
Quality, trust and social commitment
Specialized Services for Retail and Corporates and differentiated solutions for added value
#3 Added Value Services OnLineThe customeris changing
Case
“Videocon with Specialist”
You can have access to the best specialists in every
product
“The Wall”
New communication channel between the client and the personal banking advisor
“Mis Finanzas”
The most Complete PFM to manage and control personal
finances
Quality, trust and social commitment
Everything begins and ends on the mobile
• Created with clients
• Focused on design
• Direct communication
Zero fees…
• Free account
• Free debit card
• Free transfers
Offering a new user experience
• Manage your personal finances
• Put your expenses in order
• Track and forecast expenses
The customeris changing
The 1st mobile-only bank
#4Case
Quality, trust and social commitment
Mobile contactless payments (NFC)
#5 CaixaBank PayThe customeris changing
Case
We are leading the commercial launch of NFC mobile payment in Spain:
•First NFC M-Wallet
•A new innovative way of issuing payment cards
•Customer increases his payments when he has NFC payment method in his Mobile
Quality, trust and social commitment
#6 Big DataThe customeris changing
Case
Big Data: Transform Data into Knowledge
OPERATIONALSYSTEMS
UNSTRUCTURED DATA
SOCIAL NETWORKS
SMART BANKING
SENTIMENTANALYSIS
CLIENT BEHAVIOURPATTERNS
ONLINE MARKETING AUTOMATION
CLIENT PROFILEENRICHMENT
ARTIFICIALINTELLIGENCE
Call Center
Digital webcontent
Customer product applications tab
1+1=4
BIG DATA
STRUCTURED DATA
UNSTRUCTURED DATA
Quality, trust and social commitment
CaixaBank is developing Cognitive Computing to:
#7 Cognitive computing & AIThe customeris changing
Case
• Help their employees in their daily tasks
• Advise customers about products or services
• Automate repetitive tasks
CaixaBank was the first bank to use Watson (Artificial Intelligence) in Spanish
Adaptive
Combines machine learning,
reasoning, natural language
processing, speech, vision,human
computer interaction
Cognitive Computing
Interactive
Contextual
Human brain
Quality, trust and social commitment
CaixaBank is ready to face the new PSD2 regulation in financial services
#8 Open platform architectureThe customeris changing
Case
• We are transforming the Legacy System into an API based platform
• Ready to collaborate with Fintechs
Drivers
BrandExpansion
InnovationRevenueGrowth
NewChannels
OpenAPIs
InternetBusinessModels
MobileDevice
Explosion
ServiceOriented
Agility
Opportunity
Quality, trust and social commitment
The customeris changing
We always set the client as the center of the solution
With no restraints and allowing the customer to choose