Banking Solutions: Managing Customer Data to Improve Ef

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Banking: Front Office Boxley Llewellyn – Director of Banking Industry Growth Initiatives August 2010

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The Emerging Economies are leading the global economic recovery with banks well positioned for growth due to effective risk management 2

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CEOs identified getting closer to the customer as the top priority in the New Economic Environment 3

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Clients believe banks offer products and services that are not aligned with the clients’ best interests 4

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Banks have overlooked their customers’ values and behaviors 5

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Customer value drivers are fragmenting – demographics, value systems Mass customization becomes essential 6

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JPMorgan Chase reported an increased of 75% in 12 months to deposits collected via envelope-less ATMs Online focused initiatives are increasing Use of connected video kiosks targeted to reduce branch footprint while providing a superior customer experience Mobile technology-led pilots leveraging apps, location based capabilities are common; the primary driver is to drive value beyond core banking products Process-led innovation to deliver cost effective differentiated service 7 Banks investments in new initiatives drive customer satisfaction while improving bottom line results

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Regaining TRUST one step at a time 8 Transparency Value for Clients (Price, Return, Innovation) Differentiated Service Intelligent Interactions

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Customer Experience – Making it Happen 9 People: Reporting Tools, Customer focused training, Staffing/Incentives Processes: Customer Facing, Back Office, Digitalization Customer Data: Single view of the customer, Real Time Analytics Technologies: SOA, Cloud, Open Source, Mobile Brand/Marketing Products and Services Branch Staff Self-Service Internet Bank Telephone Bank

IBM Banking Industry Framework for Customer Care and Insight : 

IBM Banking Industry Framework for Customer Care and Insight Customer Care and Insight Customer Information Optimization Compliance Process Optimization Customer Insight Optimization Multi-Channel Transformation Sales Process Optimization Service Process Optimization Marketing Process Optimization Integration Optimization Analytics Collaboration Security Resiliency Customer Care and Insight 10 Customer Segmentation and Profitability Campaign Management Marketing Communication Common Channel IT Architecture Channel Renovation (including Internet, Mobile, Teller and Branch, Contact Center, ATM and Kiosk) Customer Analytics Business Insight Search & Discovery Analytics Threat & Fraud Intelligence Cross Sell / Up Sell Lending Optimization Dynamic Product Bundling Customer Onboarding (aka Account Opening) Case Management Contact Center Optimization Disputes Event-Based Decisioning Customer Data Integration Common Data Warehousing and Models Enable Information as a Service (SOA Foundation and Infrastructure) Customer Preferences Know Your Customer

IBM Banking Industry frameworkSoftware, extensions and accelerators will act as key differentiators : 

IBM Banking Industry frameworkSoftware, extensions and accelerators will act as key differentiators Common Business Language Services Accelerator The framework gives you speed, flexibility and choice in deploying solutions while reducing cost and risk! Integrated Risk Management Customer Care and Insight Integration Optimization Analytics Collaboration Security Resiliency Core Banking Transformation Payments and Securities 11 Key Benefits: Faster deployment Lower Risk Support for adoption of open & industry standards Offer choice of business applications from IBM & its partners Simplified enterprise architecture

Customer Care and Insight Extensions and Accelerators : 

Customer Care and Insight Extensions and Accelerators IBM Middleware Information Management WebSphere Business & Application Integration Lotus Collaboration & Communications Rational Development & Management Tivoli Security & Governance Information FrameWork (IFW) & Banking Data Warehouse (BDW) Process and Data Models Rational Software Architect with IFW Banking Data Integration Accelerators Account Opening Scenario Common Business Language Services Accelerator COGNOS Banking Performance Blueprints Customer Identification Solution WebSphere Multichannel Bank Transformation Toolkit 12

Building Capabilities for Smarter Banking:Front Office Transformation : 

Unique value realized Use of Smarter Planet capabilities ManageData 1 AnalyzePatterns 2 Optimize Outcomes 3 Enabled by the IBM Banking Industry Framework Develop products & grow new markets with a single view of the customer Organic growth Reduction operations costs Customer experience Customer service Market share growth Cross-sell and up-sell Customer sat & loyalty Profitable revenue growth Building Capabilities for Smarter Banking:Front Office Transformation Leverage historical and real-time interaction data to enhance customer centricity A personalized & predictive multi-channel strategy to attract & retain customers 13

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New York Global Industry Solutions Lab Bank and Retail Walking Tour Front Office, Back Office and Infrastructure Leverage IBM Research Montpellier Center of Competence Remote access for other centers Smart Bank Optimization Environment Core Systems and Infrastructure solutions Singapore Front Office and Infrastructure focus Self Service, Digital Signage, Queuing Sao Paulo and Beijing Innovations Center Front Office and Infrastructure briefings Dallas Global Solutions Center Front Office & Account Open prototype Infrastructure solutions Customer architectural workshops IBM Solution Centers help banks with technologies to provide a differentiated customer experience Barcelona Banking Industry Solution Center: SW and NE IOTs Front Office and Infrastructure Solutions Customer prototypes Multiple Partner Solution Demos 14

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Future Front Office Channels leverage technology, preserve the effectiveness of “high touch” and deliver a superior customer experience 15 Superior customer service Greeter/Concierge Wireless teller assistants Role-based enterprise-wide portals Teller-assisted self-service terminals Instant customer recognition across all customer touch points (RFID + Analytics) Experts on Demand-video conferencing Digital merchandising and Smart Security Integrated with contact centers Virtualized desktops and infrastructure

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Creating a Customer Focused Enterprise Information Management will be key to power and personalized differentiation Enterprise wide processes needed to address customer satisfaction needs Consistent delivery of service across all touch points becomes “normal” A flexible open SOA driven infrastructure which supports enterprise customer driven objectives of service, innovation and speed 16