Strategic Initiatives

Jaime Dominguez

Strategy Retail Bank and Channels

Bank Solutions

06/09/2016

© 2015 Fiserv, Inc. or its affiliates. 2

Agenda

• A Changing Market

• Branch Transformation

• Top 5 Concepts for

Transforming

• Q&A

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A Changing Market

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It’s not just millennials…

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Changing the Expectations of Customer Experience

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Fiserv – Branch

Transformation

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Banks in General…

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Banks in General: Odeabank

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Problem: Branch Transformation

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Complexities of Branch Transformation

Customer experience

Analysis

Design

People

Networking

Technology

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Advisory

Analysis

Design

Infrastructure Optimization

Enable Sales

Supplier Management

Automation

People

Marketing

Branch Transformation Foundation – Strategic Initiative

Design Note:

Alternative

to using a

chart. A

visual to

show:

Fiserv has

the 2nd

highest

rating across

the industry

– and

making

strides to

take #1

Please see

next slide for

idea of

visual.

Add in

Source:

Customer

Branch Transformation

Experience

We’re offering a

foundation

to help customers

navigate

the complexities of a

branch transformation.

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Top 5 Concepts to Consider

as You Transform

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Start With

Your Why

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Why Transform?

Why do we feel our customers

choose us over the competition?

Why do we (and our employees)

work here?

Why do we stay?

Why are we passionate

about our bank?

What is our common goal?

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What?

How?

Ted Talk: The Golden Circle - Simon Sinek

Why?

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Assess Your

People

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What Type of Personnel Should You Look for?

• Highly personable

• Intellectually curious

• Active listeners

• Team players

• Questioning the status quo

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Analyze

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Analyze Every Aspect

• Market

• Household

• Branch Network

• M&A

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Marketing

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Market Your Transformation

• Assess your current

digital marketing

channels

• One to One marketing

• Consider holding an

event to highlight the

change or introduce the

new technology

• Educate your customer

base

and marketplace

© 2015 Fiserv, Inc. or its affiliates. 23

Digital Adoption

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Transformed Branch

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Mobile First

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Sample Results

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Sample Industry Results

Bank in Europe

They are transforming 16

branches a week, with 93% to

be complete by 2016.

• 25% increase in customer

satisfaction (17%

improvement)

• 29% drop in customer

reduction (7% improvement)

• 95% kept appointments

(38% improvement)

• 74% of customers had their

needs met (32%

improvement)

Bank in Europe

Their transformation generated

the following:

• 5.7% increase in customers

• 21.7% increase in home-

banking accountholders

• 141% increase in debit

cardholders

• 145% increase in credit

cardholders

• 3bp increase in customer

satisfaction

Credit Union in the U.S.

They focus heavily on under- and

unbanked. They are located

around El Paso, TX.

• 1 million virtual transactions

• $1 billion loan originations

• Largest mortgage originator

in the area

• Growth in community

relationships

• 60% of in-branch sale

interviews occur via virtual

channels

• 12% member-base

growth in just three years

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1 2 3

Summary

Understand your customers’ expectations and

the experience they require. One size does not

fit all

Why are you transforming?

What value will transforming bring to your

customers?

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Any questions…

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Let’s Connect

Jaime.Dominguez@fiserv.com

630-501-1461

Jaime Dominguez

31

Thank You!