industrial revolution of

connected experiences

Kerem Abuc Mobile Financial Services

November 2015, malaysia

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TURKIYE - 80mn Population %24 btw 0-15 ages ; %25 btw 15-35 ages; %7,9 65+

over %45 SP penetration

36M Facebook users #7 rank in the world

Garanti: Pre-eminent banking franchise

Controlled by 2 powerful entities

Total Assets US$ 99.9 bn

6M15 Net Income US$ 778 mn

Branch network 1011

# of employees 19,201 & # of customers

~13.7 mn

Market capitalization US$ 10.8 bn

2nd largest private bank; by asset size

#1 in ordinary banking income

relationship banking with broad geographical coverage and wide multi-channel distribution network

Customer centric approach, sophisticated segmentation

One of the Most valuable company in the BIST (Exchange Entity of Turkey) 3

%39.9 share - BBVA %10.0 share - Dogus Holding Co.

• 1011* Branches • 100% Geographic

Coverage

Branch Network Internet Banking

• ~2.7 mn active Internet banking users • ~127 mn financial transactions/year • public site garanti.com.tr has 6mn

unique visitors/month

• ~50 mn contacts/year • 3 mio products sold/year • ASR - self service speech

enabled trx

Mobile Banking

• 2.1 mn active mobile users • 1mn+ only mobile • 5.5 mn+ download • %27 market share • 200+ different trx • 40 mn financial trx/year

Call Center

Social Media

• 3.3 mn Facebook followers (#1 financial instutition in Europe) •Business generation through social (loan applicacation etc.)

• 4.186 ATMs (1060 re-cycle) • 5.1 mio active users • 111% cash deposit/withdrawal (coin

dispenser) • Cardless transactions for non-bank

customers

ATM

OMNI-CHANNEL approach

3.7 mn digital customers 30% of all product sales through digital %43 of active customer - digital active

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AGENDA

• Uptake of smart devices & sensors

• Paradigm Shift

• Living Services

• Global Cases

• What we do in Garanti

• What to expect in the future for digital banking

• Key Takeaways

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Daily life with mobile

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More people own a cell phone than a toothbrush

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Paradigm shift

desktop web

mobilization

internet of things

living services

“Digitization of everything & liquid customer expectations”

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Increasing bandwith

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power of data

UBER based on crowd sourcing

• finds the most suitable driver

• fares are calculated automatically acc. to traffic

conditions and journey times

• applied for a patent on Big Data method-

informed pricing , called surge pricing.

“%90 of the data in the world today - created in last 2 years” With this huge heap of data, cloud usage becomes inevitable

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Learn and evolve

A step forward to Big Data is AI

Systems learning the needs, intents and preferences Flex and adapt to make themselves more relevant, engaging and useful like; • Chappie - first mobile police force • Baymax - first robotic nurse tracks health

Living services learn and evolve

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One size fits all, does it?

Contextual Services

social graph connections

Facebook

personal graph personality

interest graph what you like

Amazon recommendations

behavior graph what you actually do

iOS9 - Music app

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wild gunman

“You mean you have to use your hands. That’s like a baby’s toy ”

• voice, gesture and sensors on the body

• not only physical content but also on emotional and physiological

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GESTURES

Make our customers' lives easier and always be at reach by offering them new value-added applications

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LIVING Services

Why do I have to check all of them? When there is no one integrated living services

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LIVING Services

Money Digit & BillGuard

Shopping

Leisure Time

Health Apple watch

Agriculture

Cities

Home & Office

Transportation

Energy

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banks, not disrupted yet?

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not disrupted yet?

Uber & MasterPass enables customer to pay without even making the payment

smart watches

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fund transfer acc. balances recent trx

bill payments

merchant payments

cardless cash

CIBC Canada

Commonwealth

Levelup

24me

glass wares

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voice & image recognition nodding head gesture

eaze - NOD to pay

Beacons

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PayPal anounced check-in and pay via Beacon in 2013

not successful so far

Garanti Bank IoT applications

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Google Glass Save Now

Campaigns Notifications

Market Information

Smart Watch (Sony, Gear, Apple Watch)

Save Now Notifications

Market Information Discounts & Campaigns

Navigation to nearest branch/atm

Smart Car & TV Market Information

Market Commentaries Navigation to nearest branch/atm

BLE (iBeacon) Location based notification

Garanti Bank as a Living Service

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Location Based Notifications Customized & Personalized Dashboard Money Management Offers from favourite brand

*Based on the scheduled payments for the current month combined with the user’s past spending and income data, iGaranti estimates the remaining money in user’s account for the rest of the month.

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future of banking

• Beacon and location based systems integrated with Branch & ATM

• Oculus Rift & Video call

enriched branch experience

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future of banking

• Integrated with other services even with the ones not related with banking

• Open API platform • Creating living services that

runs behind the scene

invisible banking

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future of banking

any connected device• served at any connected device even full body bank application • be whereever customer is

full body bank application?

AGENDA

• Uptake of smart devices & sensors

• Paradigm Shift

• Living Services

• Global Cases

• What we do in Garanti

• What to expect in the future for digital banking

• Key Takeaways

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3 essentials of Digital service

they shouldn’t care about what technology is being used

Customer exp should be simple

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3 essentials of Digital service

40 m stolen credit cards

Customer needs security

3 essentials of Digital service

customer needs smart solutions and contextual services

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while creating the Digital service

Be the leader not the follower! You will create the product which will generate the Demand

be the leader create the path

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ThankS for creating this world for us

martin cooper Steve jobs

Kerem Abuc

Abucov

tr.linkedin.com/in/keremabuc

abuc.kerem@gmail.com

Thank you very much and

stay Connected

For the presentation http://bit.ly/1Mg2Hqm