In this presentation, Barclays, a Moxie customer discusses their multichannel customer service strategy, focused on supporting support clients in channels of their choice. As Barclays is doing this against the backdrop of a financial crisis that constrains investment, undermines confidence and heightens client scrutiny, this presentation also discusses balancing the needs of all stakeholders, while building out a customer focused multichannel strategy and platform. Matt Smallman, Head of Strategy and Change, Global Client Experience. Matt Smallman leads the Client Experience Strategy and Change team for Wealth and Investment Management at Barclays. Over the last 4 years his team has engineered and delivered a continuous stream of operating model improvements to the service centre platform which in 2012 won over 10 industry awards for excellence and innovation. Matt previously led Six Sigma process improvement projects at Barclays and before that was an officer in the Corps of Royal Engineers delivering counter improvised explosive device capabilities to deployed operations.

1. Wealth and Investment
Management
Delivering Service Channel Change to
Clients in their Channel of Choice
Directors Club – 6 March 2013
Matt Smallman
Head of Strategy and Change
Wealth and Investment Management Client Experience

2. Investment
Banking
About Barclays
Corporate
(CIBWIM)
Banking
Wealth and
and Investment Management
Investment
Management
Corporate, Investment Banking, Wealth
UK Retail and
Business Banking
(RBB)
Barclaycard
Retail and Business Banking
Europe Retail and
Business Banking

3. Wealth and Investment Management
International,
Wealth
Intermediaries and
Management
Direct

4. Two fundamental routes for the client

5. Becoming “Go-To”
“ Success will be defined by how our
stakeholders think and feel about Barclays.
It’s about creating an emotional as well as
”
intellectual connection with them.
- Anthony Jenkins, Chief Executive, Barclays

6. Client need drives design
Purpose Support our clients’ emotional, urgent and complex needs
Need How should these services feel?
Capability How do we design, build and run our services?

7. Our delivery capability model
Receive Route Recognise Resolve Review
Understand Context
Hours of service Telephony Identify Interaction
Identify Solution
Language Email Authenticate Colleague
Execute Solution
Location Physical Mail Authorise Process
Identify Opportunity
Match Demand Secure Mail Audit Client
Execute Opportunity

8. Service centre journey
Consolidate Renew Transform Leverage
2007 2009 2012 2014

9. Business Problem - 2010
250,000
emails per year
92
20% colleagues
of all interactions
100+
inbound email addresses

10. Business Case
Client
Colleague Company
Control

11. Implementation
Request for Proof of Project Project Business
Proposal Concept Lead Supported Owned
Feb Jul Sep Feb Dec
2010 2011

12. Learning
Process Colleagues
Solution
Clients Technology

13. Process
“ Simplicity is the ultimate sophistication.
”
- Leonardo da Vinci
(copied by Steve Jobs)

14. Engagement
“ If you are not serving the customers
you better be serving someone who is.
”
- Karl Arbrecht, Co-Founder of Aldi

15. Business Results - 2012
750,000
emails per year
34% 110
of all interactions colleagues
70%
of High Net Worth interactions

16. Building out the platform
Complete In Progress Planning Parked
Workforce
Screen Share &
Management Web Chat Social Media
Collaboration
Integration
Secure
Messaging CRM
Integration Integration

17. Wealth and Investment
Management
Thank You
matt.smallman@barclays.com
www.linkedin.com/in/mattsmallman