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Engaging the Unengaged Banking Customer

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Customers interact with their banks all the time, but are they engaged? Will they turn to you or the internet for their next financial need? Join us as we review key findings from our recently commissioned Finextra report on “Engaging the Unengaged Customer” and find out what customers value and find engaging. Here, you will also learn how SAP Hybris can deliver this added value and engage customers more successfully using AI, machine learning and other innovative and breakthrough technologies.

For more from SAP Hybris, please visit us at: https://hybris.com/en/solutions/industries/banking-finance

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Engaging the Unengaged Banking Customer

  1. 1. PUBLIC Birgit Kurz, Global Industry Principal Banking, CEC October,2017 Engaging the Unengaged Banking Customer
  2. 2. 2PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ Want to buy a new house Got promoted / lost my job Expecting a baby My son is going to College Will marry / get divorced Move to another city Moments of Engagement.... I want-to- experience moments I want-to-eat moments I want-to-travel moments I need-to-buy moments
  3. 3. 3PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ How Engaged Are Your Customers? Increasing more difficult to engage Banking Customers of online ads are ignored Source: Google Display Benchmark Tool 99.94% Email click through rate Source: Getresponse 3.57% All digital channel response rate Source: DMA Response Rate Report2015 0.62%
  4. 4. 4PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ What makes a good Bank different?
  5. 5. 5PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ What do Banking Customers want? Understand their real-time intent!
  6. 6. 6PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ What do Banking Customers want? • Personalized, retail-like experience • Contextual, valuable offers across channels • Simple and convenient onboarding • Quick and 100% digital application processes • Stop and go applications with self-service and support • Personal advice • Flexibility • Transparency • Instant Usage
  7. 7. 7PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ How can SAP Hybris solutions help? • Personalized, retail-like experience • Contextual, valuable offers across channels • Simple and convenient onboarding • Quick and 100% digital application processes • Stop and go applications with self-service and support • Personal advice • Flexibility • Transparency • Instant Usage Marketing Commerce Digital Self Service Sales and Service SAP Leonardo
  8. 8. 8PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ Marketing Real-time customer insights Create a 360° view of each contact § Combining banking and social media data in real-time § Define the best audiences accurately § Understand customer’s journey § Understand customer’s sentiment § Turn insight into profitable action
  9. 9. 9PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ Commerce Product presentation Seamless commercial process § Personalized user experience § Product offers considering the customer’s context § Integrated with Hybris Marketing for real-time updates
  10. 10. 10PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ Commerce Identify customer Easy onboarding of new customers § Video identification with image comparison § Verification of ID-cards § Sentiment-/face recognition § Supported by machine learning
  11. 11. 11PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ Digital Self-Service Personal finance management Consolidated view of your personal financial experience: § Spend analysis (e.g. top 3 spend categories) § Transaction categorization, manual and through machine learning § Set and manage budgets § Accessible via responsive UI (any device)
  12. 12. 12PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ Foster Customer Loyalty Through Proactive Retention SAP Customer Retention powered by SAP Leonardo Innovation Gain actionable insights § Real-time trend analysis § Identify crucial events and leverage SAP Cloud Platform’s machine learning technology § Understand the customer’s journey and rationales § Convert insight into meaningful actions through integration into marketing campaign mgmt.
  13. 13. 13PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ Conclusion & Recommendations hybris.com/engagebanking ü The value Banks can bring is in areas adjacent to their traditional business ü The value lies in convenience and simplicity ü Customers want Bankers to be Bankers
  14. 14. 14PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ FSI Demo Booth D3 FSI Sessions: FSI Demo Booth and FSI Presentations Session Title Location Day Start End Speaker 52556 Price you products forMaximum Impact Microtheater 3 Wednesday 13:30 13:50 Stan Wandowicz 52557 Engaging the Unengaged Banking Customer Microtheater 5 Wednesday 14:30 14:50 Birgit Kurz 52592 Avoid Commoditizationin the Insurance Industry with Value Engagement Microtheater 5 Wednesday 17:00 17:20 Stefan Mueller
  15. 15. Thank you. Birgit Kurz Director Banking Customer Engagement and Commerce birgit.kurz@sap.com +49 15258578

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