Post on 14-Jun-2015
transcript
Branch of the Future:
how technology is inspiring design
26 October 2011
Douglas Blakey, Editor Retail Banker Interactive
Welcome
Sai Kumar Jayanty, Lead Product
Manager, Finacle
Michael Allen, Chairman and
Managing Director, Allen International
Wayne Bossert, Executive Vice-President Sales, Royal Bank of Canada
Sai Kumar Jayanty
Lead Product Manager
Finacle
From a Gallup Survey
Emotions Frame Customer Encounters
A Foundational Principle
Power of Net Promoter Score (NPS)-
correlated
strongly with growth
NPS is a trademark of Bain &Co
Customer Engagement Alone is NOT Enough
From a Gallup Survey
A Foundational Principle
Evolution of Branch Utility
7
Source Mckinsey, EFMA
Technologies-Empowered Front line
Single & Common view of relationship helping institutionalise the customer relationship
Technologies-Empowered Front line
Single & Common view of Products & Services
Technologies-Empowered Front lineTriple play in action
including Push2Talk
Data, audio and video hotline based on Unified communication
Teller to seller- empowerment
Simulators, illustrators,Goal seekers, modellers comparators
3
Technologies-Empowered Front lineReal Time Intelligent Conversation4
In action: Real time interactive customer advisory solution
12
•Customer confirms study•Suggest products to customer•Customer interested in loan
Happy Advocate walks out “My bank knows me”
•Enquiry•Validation of need
Next Best Products1.Education Loan products2.Travel products3.Insurance products
RecommendRecommend
Core
Current transactioninfo
DD issue favoring “US consulate”
What is happening nowWhat is happening now
• Intuition: “Customer likely To pursue overseas education”Ask questions – Confirmedfor Study abroad
RefactorRefactor
Customer walks into a counter at the branch
Executive loads the customer file from Core Banking system which
automatically triggers advisory solution
What we already knowWhat we already know
• Current propensities•Which agent
ProfileProfile
Executive performs requested customer
transaction
Michael Allen
Chairman and Managing Director
Allen International
National Bank of GreeceiBank
Santander SelectMexico
HelmColombia
Enhancing the customer experienceBancolombia is the largest bank in Colombia with close to 900 branches including a presence in El Salvador, Spain, Panama, Puerto Rico and USA. To maintain its position as the number one financial services provider it has appointed allen international to develop its branch environments to enhance the customer experience and reflect the bank’s brand values, whilst increasing revenues and profitability.
Wayne Bossert
Executive Vice-President Sales
Royal Bank of Canada
1. Source: Bloomberg, as at September 2, 2011.
Market Capitalization US$ billions (1)
50 100 150 200 250
1 ICBC
2 China Construction Bank
3 HSBC
4 JP Morgan
5 Wells Fargo
6 Bank of China
7 Citigroup
8 Commonwealth Bank of Aus.
9 Banco Itau
10 Banco Santander
11 Bank of America
12 RBC
13 TD
14 Westpac Banking
15 Mitsubishi UFJ Financial
16 Banco Bradesco
17 Sberbank
18 Scotiabank
19 American Express
20 BNP Paribas
RBC – Among the Top 20 Largest Banks Globally
InternationalU.S.Canada
RBC’s Key Strengths
Well positioned financially and competitively
Revenue
by Geography (1)
Trailing four quarter average
Canadian BankingInternational BankingCapital Markets
Wealth ManagementInsurance
Revenue by Business Segment (1)
Trailing four quarter average
1. Amounts represent continuing operations and excludes Corporate Support. For further information, see Q3 2011Report to Shareholders.
17%
20%63%
5%
15%
37%
20%
23%
Leveraging our leadership in Canada to build globally competitive businessesDiversified model with the right mix of businesses and geographiesStrong capital base and highly liquid balance sheet
RBC’s scale advantage
Largest most integrated
distribution network
Data: As at Q3, 2010
Reaching 10 million clients on their terms
•Most branches in
Canada with 17%
more than our
peers
•Largest ATM
network with
50% more
than our
peers
•Twice the
number
financial
advice
specialists
•Largest active
on‐line
customer base
•Largest and
most
integrated
call centre
Reinventing RBC’s retail store
Winning more business by educating and empowering customers
•
Educating clients on channel options to save them time and money while driving down costs
•
Central meeting place for clients and advice specialists to explore and purchase solutions
•
Event and presentation centre to generate client acquisition and revenue growth
Why did we redesign?Customer demands and expectations are changing
Customers tell us that they come to our branches because of our people
All of our technologies have been designed to enhance their interactions with our experts
The new store design also allows staff to spend more time interacting and helping clients
on the floor or in meeting rooms
RBC’s new Retail Store brings to life a dramatically new kind of retail banking
environment
Our store changes the way we are presenting customers with choice, knowledge and advice
It’s a hybrid of best‐in‐class retail shopping and financial services – a more open,
informative and friendly experience that is accessible to everyone
The Welcome Screen greets and draws the client into the space. Introduces staff and provides quick ‘at-a-glance’ information that clients may be looking for but don’t have time to wait and ask.
Entrance
MS Surface provides the ‘Wow-factor’ that this is a unique space oriented around the client providing financial literacy and advice. 4 new applications per year keep content fresh and engaging.
MS Surface Technology
Digital signage is installed in both the CSR and ATM zones. Clients have the continued ability to access CSRs, ATMs & Night Deposit. Online Banking Kiosk is also present in this area, allowing staff to walk clients over for a quick ATM or Online Banking demo.
Transaction Zone
A store within a store approach, where each Line of Business is displayed. Merchandising units allow clients to explore financial topics of interest to them. Digital screens above the touch merchandisers provide way signage to clients and an icon
Merchandising
Creates a space to attract and engage clients through advice videos during the day and hosted seminars and community events at night.
Seminar Area
Innovative Opportunities to Interact with the Branch
•
Experts on Demand
•
Video Conference
Innovating new approaches to deliver expertise
Sai Kumar Jayanty, Lead Product
Manager, FinacleMichael Allen, Chairman and
Managing Director, Allen International
Wayne Bossert, Executive Vice-President Sales, Royal Bank of Canada
This webinar will be available for replay at Retail Banker Interactive from 27 October 2011.
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