Adopting Emerging Technology to Drive e-banking and Customer Experience to New Levels

Adopting Emerging Technology to Drive e-Banking and Customer Experience to New Levels Jakarta, October 19, 2016

Untuk Anda, Bisa

Do we understand our customers

Understand your customer needs, their journey in banking – whether generational, transactional, gender, income level, consumer, wholesale, etc. The bank has a large quantity of data on customer transactions, behavioral patterns over time, demographic patterns, etc. We have the data, do we know how to use it?

Steve Jobs subscribed to “don’t ask what your customers want; tell them what they want”.

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PT Bank Danamon Indonesia, Tbk. Terdaftar dan diawasi oleh Otoritas Jasa Keuangan

Physical to Digital

Changing customer preferences, behaviors, and methods of banking means banks also needs to change. Digital allow banks to offer new services, grow in underserved markets, achieve Omni-channel presence, and automate processes to lower costs. - Customers no longer do all their business in a branch. Customers use multiple channels to open, use and manage their accounts, resolve issues and receive notifications. - Banks need to determine the optimal channel mix for each customer – but the customer makes the ultimate choice.

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Meeting your customer needs and delivering propositions via a mix of channel offerings

e-Money (cards based) Mobile

POS/Cash Reg

Internet Banking

NFC

mPOS

e-Wallet Cash

Soc media

Customer Parameters

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Security

Corp Internet Banking

Corp Mobile

Business APIs

Connections

Controls


Delivery methodology needs to change

STRONG ANALYTICS

UX DESIGN AGILE DELIVERY CUSTOMER JOURNEY

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Successful Implementation requires the right deployment of Technology, Organization & Processes RIGHT TECHNOLOGY STACK

Seamless Omni-channel Experience

Strong Payment Capability

Digital Onboarding

Straight Through Processing

Analytics – real time, personalized

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Customers Expectations are changing Old Banking

Banking in the old world Customer Interaction Points Branch Opening Hours limited online & Self Service

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New Banking

Banking in the new world

24 x 7, anytime, anywhere

Customer Data Requested multiple times

Requested once

Account Opening Hardcopy form and documents submitted manually

Digital, upload, scan, photos of documents

Customer Service & Sales Telephone, Branch, Physical sales visit

Video, chat, self service, customer built FAQ & blogs & vlogs PT Bank Danamon Indonesia, Tbk. Terdaftar dan diawasi oleh Otoritas Jasa Keuangan

Ecosystem partners provides opportunities to acquire customers, provide enabling capabilities and enhance overall value proposition . Ecosystem Partners

Acquire Acquire Adopt a customer acquisition strategy • Companies with large customer / employee base • Companies with established distribution network

Enhance Enhance & enrich the overall value proposition

Enable Enable Provide enabling capabilities

• Online retail marketplaces

• Payment & transaction networks

• Logistics companies

• Social networks • Data analytics

Banking Services  Offer attractive banking products and favorable rates  Broaden alliances and financing needs

Analytics  Provide advanced analytics Capabilities  Access to the rest of the ecosystem e.g. resources, partnerships, alliances  Support development of digital presence

 Provide access to customer base & distribution network

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Thank You


Adopting Emerging Technology to Drive e-banking and Customer Experience to New Levels

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