1. Branch of the Future:
how technology is inspiring
design
26 October 2011

2. Welcome
Douglas Blakey, Editor
Retail Banker Interactive

3. Wayne Bossert,
Executive Vice-President
Sales, Royal Bank of
Canada
Sai Kumar Jayanty,
Lead Product
Manager, Finacle
Michael Allen,
Chairman and
Managing
Director, Allen
International

4. Sai Kumar Jayanty
Lead Product Manager
Finacle

5. A Foundational Principle
Emotions
Frame Power of Net Promoter
Customer Score (NPS)- correlated
strongly with growth
Encounters
NPS is a trademark of Bain &Co
From a Gallup Survey

6. A Foundational Principle
Customer
Engagement
Alone is NOT
Enough
From a Gallup Survey

7. Evolution of Branch Utility
Source Mckinsey, EFMA
7

8. Technologies-Empowered
Front line
Single & Common view of
relationship helping
institutionalise the
customer relationship

9. Technologies-Empowered Front line
Single & Common view of Products & Services

10. Technologies-Empowered
Triple play in action
Front line
3
including Push2Talk
Data, audio and video hotline
based on Unified communication
Teller to seller-
empowerment
Simulators, illustrators,
Goal seekers, modellers
comparators

11. Technologies-Empowered Front line
Real Time
4 Intelligent
Conversation

12. In action: Real time interactive customer advisory
Customer walks into a counter at the branch solution
Profile Core
What we already know
Executive loads the customer file from • Current propensities
Core Banking system which •Which agent
automatically triggers advisory solution
Executive
performs
Refactor
requested
customer What is happening now
transaction Current transaction
• Intuition: “Customer likely info
To pursue overseas education”
Ask questions – Confirmed DD issue favoring “US
for Study abroad consulate”
•Enquiry Recommend
•Validation of need
Next Best Products
1.Education Loan products
2.Travel products
•Customer confirms study 3.Insurance products
•Suggest products to customer
•Customer interested in loan
Happy Advocate walks out “My bank knows me”
12

13. Michael Allen
Chairman and
Managing Director
Allen International

14. National Bank of GreeceiBank

19. Santander Select
Mexico

23. Helm
Colombia

27. Enhancing the customer experience
Bancolombia 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.

31. Wayne Bossert
Executive Vice-President
Sales
Royal Bank of Canada

32. RBC – Among the Top 20 Largest Banks Globally
Market Capitalization US$ billions (1)
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 50 100 150 200 250
1. Source: Bloomberg, as at September 2, 2011.

33. RBC’s Key Strengths
Revenue by Geography (1) Revenue by Business Segment (1)
Trailing four quarter average Trailing four quarter average
23% 5%
17%
15%
20%
63%
20%
37%
Canadian Banking Wealth Management
Canada U.S. International
International Banking Insurance
Capital Markets
Leveraging our leadership in Canada to build globally competitive businesses
Diversified model with the right mix of businesses and geographies
Strong capital base and highly liquid balance sheet
Well positioned financially and competitively
1. Amounts represent continuing operations and excludes Corporate
Support. For further information, see Q3 2011Report to Shareholders.

34. RBC’s scale advantage
•Largest active •Largest ATM
on‐line network with
customer base 50% more
than our
peers
Largest most
•Twice the integrated •Largest and
number distribution most
financial network integrated
advice call centre
specialists
•Most branches in
Canada with 17%
more than our
peers
Reaching 10 million clients on their terms
Data: As at Q3, 2010

35. Reinventing RBC’s retail store
• 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
Winning more business by educating and empowering customers

36. 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

37. Entrance
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.

38. MS Surface Technology
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.

39. Transaction Zone
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.

40. Merchandising
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

41. Seminar Area
Creates a space to attract and engage clients through advice videos during
the day and hosted seminars and community events at night.

42. Innovative Opportunities to Interact with
the Branch
• Experts on Demand
• Video Conference
Innovating new approaches to deliver expertise

43. Wayne Bossert,
Executive Vice-President
Sales, Royal Bank of
Canada
Sai Kumar Jayanty,
Lead Product
Manager, Finacle
Michael Allen,
Chairman and
Managing
Director, Allen
International

44. This webinar will be available for replay at Retail Banker
Interactive from 27 October 2011.
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