This document discusses engagement banking, which uses technology to achieve both customer intimacy and scale. It emphasizes using customer data and insights to provide personalized experiences across channels. The four pillars of engagement banking are outlined as next generation online banking, multi-channel experiences, digital customer acquisition, and digital communities. Key aspects include strong user experience design, data-driven products, and treating channels as agnostic to provide a unified customer experience.
19. 60% of checking accounts are likely
to become unprofitable.
The Boston Consulting Group, 2010
20. Profits are generated in three ways
1. Revenue expansion
2. Increasing asset productivity
3. Cost reduction
Engagement Banking powers all three levers
25. Discovery Initiation Engagement Re-evaluation
The customer’s journey defines the experience
Engagement Banking is about reorganizing traditional
banking activities to engage and empower customers
through a compelling sales, product or service experience
27. Discovery Initiation Engagement Re-evaluation
Trial Onboarding
Sales activities The traditional onboarding
process.
The customer assesses how a Purchase
product or brand’s abilities Decision
meet their individual needs.
28. Discovery Initiation Engagement Re-evaluation
View Understand Manage
View your financial Make sense of what Gain clarity and
life. Assemble a I’m doing and a plan control, and make
personal balance for what to do next. transactions to
sheet to develop a implement change.
complete picture.
Evaluate
Continually evaluate how my financial solutions help with my continually
changing life.
29. Discovery Initiation Engagement Re-evaluation
Relationship Closure Repositioning
Activities to close or transfer a Identifying products that are
financial relationship, including better alternatives than what’s
account closure and feedback. currently implemented
35. Next Generation Online Banking Experience
PFM is really about bringing
business-class reporting and
analysis down the food chain to
consumers.
Image: Mint.com
51. FOUNDED IN
FOUNDED IN 1990,, PUBLICLY TRADED SINCE 1996 (NASDAQ:
PUBLICLY TRADED SINCE (NASDAQ:
SAPE)
SAPE)
HEADQUARTERED IN BOSTON WITH 8500 EMPLOYEES, OVER 5000 IN
HEADQUARTERED IN BOSTON WITH 8500 EMPLOYEES, OVER 5000 IN
INDIA
INDIA
35 OFFICES WORLDWIDE
35 OFFICES WORLDWIDE
UNIQUE
UNIQUE
LARGEST INDEPENDENT INTERACTIVE AGENCY IN THE
LARGEST INDEPENDENT INTERACTIVE AGENCY IN THE
WORLD, with
WORLD, with
INDUSTRY LEADING STRATEGY & TECHNOLOGY CONULTING
INDUSTRY LEADING STRATEGY & TECHNOLOGY CONULTING
2009 REVENUE OF US$639M
REVENUE OF US$639M
END-TO-END SERVICE OFFERING, WITH COLLABORATIVE AND AGILE APPROACH
END-TO-END SERVICE OFFERING, WITH COLLABORATIVE AND AGILE APPROACH