The Mobile customer experience - Your customers are mobile. Are you? Matt Acin-Tallier Financial Services Industry Principal Xerox Corporation

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Mobile experience 1992 - 2014

Improvement v. Transformation

Adaptability, creativity and Innovation

What keeps CEOs awake at night

• Organise ourselves around the customer/offering

• Challenge what we take for granted

• Do things that we don’t find very easy to do

Common sense kills Innovation

Digital & Mobile Society

Everyone is connected… Sync with them

• Social Media defines behaviour & mobile enables immediate

action

• Capital and Projects meet directly – P2P models

• Increase in iBeacon/sensors utilisation – Interactive Bank

Branches / Insurance

• Virtual Assistance (ATM video, mobile video, geo-location)

• Wearable technology

• Big Data v Interconnected Data

• Cloud delivers more than savings, it delivers Agility

Acquire

Develop Retain

Prospect

The Experience Continuum Every step can now be digital

Customer

Communications

Marketing &

eMarketing

Proposals

& Acct opening

Social media

Segmentation/

propensity

analysis/ empathy

Contracts,

policies &

collateral docs Interactive Documents

Up-sell / cross- sell

Omni-channel communications Social Media/ analytics

Trends - Digital & Cloud Banking Ubiquitous Bank

7

Customer 3.0: the Experience Continuum

Key Capabilities

Customer 1.0

low connect /

traditional products/banking

Enable paper-2-digital

Accelerate ingestion Transactional Print

Digital Output - ePresentment

Integrated touch-points: front office, Contact Centre & Back Office

Customer 2.0

Connected

1-size-fits all

& commoditised

Enable online apps & processes

Mobile capture & Distributed Capture

Workflow Automation

ePresentment/distribution BPaaS

BPO

Customer 3.0

Ultra connected –

High Value & Margin

Tailored products

eSignatures / Biometric Signature

Mobile Doc Network

Social Media

Predictive Analytics

Voice Analytics & Anomaly Detection

Omni-Channel integration

Specialised/Virtual Assist (BPO / BPaaS)

Customer 3.0: the Experience Continuum

Customer 2.0

Connected

1-size-fits all

& commoditised

Enable online apps & processes

Mobile capture & Distributed Capture

Workflow Automation

ePresentment/distribution BPaaS

BPO

Customer 3.0

Ultra connected –

High Value & Margin

Tailored products

eSignatures / Biometric Signature

Mobile Doc Network

Social Media

Predictive Analytics

Voice Analytics & Anomaly Detection

Omni-Channel integration

Specialised/Virtual Assist (BPO / BPaaS)

Customer 3.0: the Experience Continuum

Customer 3.0

Ultra connected –

High Value & Margin

Tailored products

eSignatures / Biometric Signature

Mobile Doc Network

Social Media

Predictive Analytics

Voice Analytics & Anomaly Detection

Omni-Channel integration

Specialised/Virtual Assist (BPO / BPaaS)

Customer 3.0: the Experience Continuum

The Bank is not a place anymore

The Bank is not a place anymore

The Bank is not a place anymore

The Bank is not a place anymore

The Bank is not a place anymore

The Bank is not a place anymore

The Bank is not a place anymore

The Bank is not a place anymore

The Bank is not a place anymore

The Bank is not a place anymore

The Bank is not a place anymore

The Bank is not a place anymore