Présentation EFMA de Banco Bradesco

3. Source: BrandFinance 2015
Rank Brand Name Domicile Brand Value
1 Wells Fargo United States 34,9
2 ICBC China 27,5
3 HSBC United Kingdom 27,3
4 China Construction Bank China 26,4
5 Citi United States 26,2
6 Bank of America United States 25,7
7 Chase United States 24,8
8 Agricultural Bank Of China China 22,7
9 Bank of China China 20,4
10 Santander Spain 18,7
11 BNP Paribas France 14,9
12 MUFG Japan 14,5
13 Barclays United Kingdom 14,2
14 Royal Bank Of Canada Canada 12,5
15 Bradesco Brazil 12,4
16 J.P. Morgan United States 12,0
17 UBS Switzerland 11,6
18 TD Bank Canada 11,1
19 Deutsche Bank Germany 11,0
20 Goldman Sachs United States 9,4
21 Capital One United States 9,4
22 Credit Suisse Switzerland 9,2
23 Itaú Brazil 9,0
24 Morgan Stanley United States 8,9
25 China Merchants Bank China 8,9
(US$ Billion)
Top 25 banking brands

4. Million
Clients74.5
US$ Billion
Market Value54.8
U$$ Billion
Net profit 20145.8
Source: Economic and Financial Analysis Report – 4Q/2014
Loan operations
US$ 171 Billion
• US$ 118 Billion in large corporates
• US$ 53 Billion in individuals
Wealth management
15 offices
Data center: Luxemburg
Consumer financing
+ US$ 36.5 Billion (individuals)
Total assets
US$ 389 Billion
Cards
CAGR 2013 – 2017: 15%
US$ 49.7 Billion billing
1,423 Transactions
Insurance
29% of profit participation

5. 8,145
Branches
50,006
Correspondent
banking outlets
(Bradesco Express)
8% Physical
1 Billion transactions/month
92% Digital
5% 3%
5%
4%
6%
4%
21%
15%
23%
19%
26%
27%
14%
28%
Feb/14 Feb/15
Mobile
Internet Banking
Corporate
ATM
Internet Banking
Individuals
Branches
Bradesco Express
Contact Center
1 Billion
transactions/month

6. Until
1995
Single channel
offer
2008
Multi channel
offer
2010
Cross channel
offer
2012
Multi channel
more sophisticated
2014+
Omnichannel
Digital bank
Customer relationship development
Business regulation and
Customer behavior
CRM
Big data
Real time offer
at contact point

7. Customer journey
in real time, delivering
captivating experience
Digital integration
Offer, information, sales
and efficient digital
conversation in real time
Data analysis and Customer overall view
Digital and personalized
relationship with continued
experience
R&D
Customer experience for
continuous innovation
Customer relationship integration

8. Consumer behavior:
from physical to digital process
Increase recognition through
PRESENCE
SELL
(whatever
the Bank
wants to sell)
LOYALTY
(through
the bank
manager)
CRM  CROSS/UP
SELLING
Increase recognition through DIGITAL
RELATIONSHIP
LOYAL
FOLLOWER
(functionalities,
services…)
Positive
experience 
RECOGNIZE
Customers’
PROFILES
PERSONALIZED sale
(whatever Customers
want to buy)
CRM 
CROSS/UP
SELLING
(social media
integration)
“Traditional” approach
SELL FIRST  ENGAGE LATER
“Digital”
CREATE EXPERIENCE  ASSOCIATE SALE
Source: BCG Analysis

9. New digital reality
Customer experience
• Strengthens the relationship
• Increases sales
• New business model
• New products for the digital universe
• Personalized offer
Digital channels evolution
• Migrate from expensive to cheaper channels
• Need for constant innovation
• Speed of development/delivery
• Transfer the back office to the Customer
Internal
innovation
Open
innovation

10. Social Networks Bradesco Next
ATM
Contact Center
Internet
Mobile

11. Beacon
Welcoming Customers
Introducing Customers to Managers
Sales by inclination
Wi-Fi in the Branches
Digital activation of Customers
Digital Advisory Point
Managing lines
CRM for physical sales
Bradesco Next
Experimentation
Customer learning
User experience
Digital technology
Individual Customer support

12. PUSH Business
Bradesco Wallet
with NFC
Chat/video with
specialists
Mobile
Connected car
Check deposit
APIs allowing business
to be carried out
Wearables

13. Tagging and CRM
APIs allowing business
to be carried out
M-Token
Digital validation of
transactions
Strategic
partnerships
Internet
Geolocalization

14. Recycler
Money deposit in real time
Biometry
Prescheduled withdrawal
via Mobile
Integration of Channels
Intelligent check deposit
Clearance by image
ATM

15. Voice command
Multi channel support
Single line (e-mail, SMS, Chat)
Contact Center
Watson
Artificial cognitive computing
Customer support, wealth management
and health insurance
Voice biometry

16. Business activation
(CRM/APP Install)
Influencers
ecosystem
Brand advocates
Facebook
F. Banking
Simplified transfer
Crowdfunding
Gamification
Social Networks

17. Staff profile
• Data scientist
• Story-teller (experience designer)
• Behavioral psychologist
• Risk algorithm specialist
• Community advocacy builder
Data acquisition
& analytics
CRM
Customer
Experience
Social
Networks
Digital
New game  New skills

19. Thank you