1 1

Engaging and Protecting Mobile-First Customers

Fatema Hamdani Vice President of Mobile Engagement and Protection Strategy, Syniverse

The third party names, marks, and logos used in this presentation are owned by the various, respective parties.

2

Syniverse at a Glance

3

Video: Engaging Connected Customers in their Mobile Moment

https://vimeo.com/150673835

4

Future Banking: Personal and Integrated

Enga

gem

ent

Personal trust

ecosystem

Evolved physical and cross-device

Physical brand and basic digital

Transactional Personalized Fully Integrated

Customizable offers, content,

and loyalty

2-way “concierge” communications

Financial advisor

Access and payment facilitator

Value aggregator

Basic banking and generic offers

Apps and bill pay

Cash-back or rewards

Now Tomorrow Future

Accelerate personal experiences and improve digital interactions to form deeper customer relationships

5

Engage Your Customer in the Mobile Moment

Mobile Offer

Update

Geo-Fencing Based Offer

Loyalty Balance Update

Fraud Protection

Notification

Card Use Update

Welcome Message

Large Purchase

Notice

Account Notification

Satisfaction Survey

Post-Trip Offer

6

Personalization and Context The Power of Data-Driven Mobile Marketing

Mobile Data

7

The Cost of Bad Data Inaccurate data has a direct impact on the

bottom line of 88% of companies The average company loses 12% of its

revenue due to bad data 38% of companies continue to carry out

regular manual checks on Excel spreadsheets

42% say inaccurate contact data is the biggest barrier to multi-channel marketing

*eConsultancy, 2014

Improve Data Accuracy, Reach Right Audience

Case Study

Challenges Inaccurate mobile number data for

customer communications Opt-out rate above 3%

Solution Syniverse Number Identity

Results Opt-out stabilized at 2% Redemption rate rose to above 7%

↑ Data

Accuracy

8

Try This Out Text ‘Premier’ to 07537 415 775

9

App Engagement Expanding the Number of Channels to Communicate with Customers

Determine device type and bring the user to the specific app in the app store. Also, create and deliver in-app push notifications to your customers to highlight new products and offers.

New transaction has posted to your account. Visit the app for more details.

Status Bank

slide to view

Download our app to track all of your transactions and set spending limits. http://bit.ly/app

Status Bank

Enter the 456 Thursday giveaway

Status Bank

10

Loyalty Engagement Virtualizing Loyalty Programs

Thank you for being a loyalty member! View your CashBack rewards now – http://bit.ly/loyalty

Text loyalty sign-up page link to increase membership and dynamically update customer loyalty points via Mobile Wallet

CashBack Rewards

$110.58

11

Card Member Services Enhancing Customer Experiences

Secure 2-way messaging for customer service through the bank’s app

Improve Customer Service

Increase App Engagement

Enhance Customer Loyalty

12

Reduce False Positives Cross-Border Travel Alerts

Your Status Bank card is active and ready for international use.

Status Bank

slide to view

13

Social Engagement Driving Customers to Social Media Pages

Increase engagement through social media channels by communicating

the value to your customers via text message, e-mail or in-app push

notifications

slide to view

From: Status Bank To: Janice Smith

Important Links

It’s Voting Day!

Poll Locations and Hours

Follow us on social!

14

Survey Engagement Digitizing Customer Surveys to Increase Response Rates

Create and deliver relevant surveys to gain customer feedback via text

message link

Thank you for opting in. Reply ‘YES’ to take a quick survey about your customer service experience

YES

Thank you! How would you rate your overall experience? Reply: 1 Excellent 2 Good 3 Fair 4 Poor

15

Video Engagement Keeping Customers Informed of New Offerings and Services

Send links to rich media content to pique customer interest

Introducing StatusRewards by Status Bank. Click the link below to learn more! http://bit.ly/earn

16

Thank You!