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Quality, trust and social commitment Digital finance disruption in #8 cases PERE NEBOT | CaixaBank

Digital finance disruption in #8 cases - Amazon Web Services · Digital finance disruption in #8 cases PERE NEBOT | CaixaBank. Quality, trust and social commitment The customer

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Page 1: Digital finance disruption in #8 cases - Amazon Web Services · Digital finance disruption in #8 cases PERE NEBOT | CaixaBank. Quality, trust and social commitment The customer

Quality, trust and social commitment

Digital finance disruptionin #8 cases

PERE NEBOT | CaixaBank

Page 2: Digital finance disruption in #8 cases - Amazon Web Services · Digital finance disruption in #8 cases PERE NEBOT | CaixaBank. Quality, trust and social commitment The customer

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

Page 3: Digital finance disruption in #8 cases - Amazon Web Services · Digital finance disruption in #8 cases PERE NEBOT | CaixaBank. Quality, trust and social commitment The customer

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…

Page 4: Digital finance disruption in #8 cases - Amazon Web Services · Digital finance disruption in #8 cases PERE NEBOT | CaixaBank. Quality, trust and social commitment The customer

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…

Page 5: Digital finance disruption in #8 cases - Amazon Web Services · Digital finance disruption in #8 cases PERE NEBOT | CaixaBank. Quality, trust and social commitment The customer

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

Page 6: Digital finance disruption in #8 cases - Amazon Web Services · Digital finance disruption in #8 cases PERE NEBOT | CaixaBank. Quality, trust and social commitment The customer

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

Page 7: Digital finance disruption in #8 cases - Amazon Web Services · Digital finance disruption in #8 cases PERE NEBOT | CaixaBank. Quality, trust and social commitment The customer

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

Page 8: Digital finance disruption in #8 cases - Amazon Web Services · Digital finance disruption in #8 cases PERE NEBOT | CaixaBank. Quality, trust and social commitment The customer

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

Page 9: Digital finance disruption in #8 cases - Amazon Web Services · Digital finance disruption in #8 cases PERE NEBOT | CaixaBank. Quality, trust and social commitment The customer

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

Page 10: Digital finance disruption in #8 cases - Amazon Web Services · Digital finance disruption in #8 cases PERE NEBOT | CaixaBank. Quality, trust and social commitment The customer

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

Page 11: Digital finance disruption in #8 cases - Amazon Web Services · Digital finance disruption in #8 cases PERE NEBOT | CaixaBank. Quality, trust and social commitment The customer

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

Page 12: Digital finance disruption in #8 cases - Amazon Web Services · Digital finance disruption in #8 cases PERE NEBOT | CaixaBank. Quality, trust and social commitment The customer

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

Page 13: Digital finance disruption in #8 cases - Amazon Web Services · Digital finance disruption in #8 cases PERE NEBOT | CaixaBank. Quality, trust and social commitment The customer

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

Page 14: Digital finance disruption in #8 cases - Amazon Web Services · Digital finance disruption in #8 cases PERE NEBOT | CaixaBank. Quality, trust and social commitment The customer

Quality, trust and social commitment

Thank [email protected]

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