Julian ArnoldGlobal Head of ATM (Self Service), HSBC (Global)

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Date:  13th June  2017Prepared  by:  Julian  Arnold

Video  Teller  Machines:  Fad  or  vital  touch-­point?

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Purpose  is  to  share…

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Our  journey

Key  considerations

Threats  to  adoption

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Retail  Banking  and  Wealth  Management  (RBWM)

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Argentina

Bermuda

Brunei

China

UK

France

India

Indonesia

Jersey

Malta

Mexico

New  Zealand

Philippines

Taiwan

Turkey

Vietnam

Canada

Malaysia

USA

Hong  Kong  &  Macau

Saudi  Arabia

Singapore

Australia

Bangladesh

Mauritius

Sri Lanka

ArmeniaGreece

Algeria

Bahrain

Egypt

Lebanon

Oman

Qatar

UAEUruguayRBWM serves

36 million active customers

with 19,000 Self-­Service devices

across 36 markets

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Video  Teller  -­ Key  Components

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Routes  and  sets  up  the  video/audio  callsProvides  remote  collaboration  through  desktop  and  document  sharing  and  

remote  control

Video  Teller  Centre  (VTC)A  tool  for  theRemote  Agent

for  video/audio  andcollaboration

Video  Teller  Agent  (VTA)Assisted  Self-­Service  DeviceVideo  Teller  Machine  (VTM)

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Initiation Solution

Product&  Vendor  Selection

Live

Pilot

Aug  2015Ideation  commenced

Oct  2015RFP  commenced

Apr  2016Chose  preferred  products  and  vendors

May  2016Teams formed

Oct  2016First  Staff  PilotGuangzhou

Feb  2017Customer LaunchDec  2016

Second  Staff  PilotShenzhen

Our  journey  – From  Ideation  to  Customer  Launch

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• Increase  customers• Network  reach

Reduce  Cost

CustomerExperience

Achieve  Growth Branding

Competitor  Landscape

Initiation

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• Automate• Streamline  Processes

• Convenience• Engagement

• Digital  Innovator• Investment

• How  wouldwe  compare?

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Product  &  Vendor  Selection

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VTM  – I60XL

Solution  Development

VTC

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Initiation Solution

Product&  Vendor  Selection

Live

Pilot

Aug  2015

Oct  2015

Apr  2016

May  2016Teams formed

Oct  2016First  Staff  PilotGuangzhou

Feb  2017Customer LaunchDec  2016

Second  Staff  PilotShenzhen

Our  journey  – Developing  and  Piloting  the  solution  

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The  account  opening  customer  journey

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Benefits  &  ROI

Customer

Multi-­Channel

Alternative  solutions

Landscape

• Target  customer• Customer  needs• Capability,  motivation  and  willingness  to  use• Customer  value

Key  considerations  and  threats

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• Interconnectivity  with  other  channels• Consistency

• Bridging  the  gap• Start,  pause,  recommence  and  

finish• Competition• Regulator

• Centralisation• Specialisation

• Reduced  idle  time• Up-­sell  opportunity• Branch  evolution• Requires  scale

• Leverage  Self-­Service• Leverage  Mobile,  Internet,  Chat  and  Social  Media  or  even  

Face-­to-­Face• Newer  Kiosks

• STMs• Customer  Video

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Have  you  decided?

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Video  Teller  Machines:  Fad  or  vital  touchpoint?Video  Teller  Machines:  Fad  or  vital  touch-­point?

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Thank  You!

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