Learn the key success factors that banks must address to differentiate mobile offerings and provide industry-leading capabilities that drive customer satisfaction. Learn how to: Navigate the diverse digital payments “ecosystem” Support customer loyalty and retention Gain valuable customer insights from mobile data Achieve symmetry with other mobile trends Leverage core legacy technology investments Demonstrate return on investment

1. Guiding Principles for
Mobile Payment Readiness
October 3, 2012

2. What We Will Cover
Future of
About Us Perspectives Payments
Mobile Customer
Business Case Tr e n d s Experience
Leverage IT
Security Investments Q & A

3. About Perficient
Perficient is a leading information technology consulting firm serving clients
throughout North America.
We help clients implement business-driven technology solutions that integrate
business processes, improve worker productivity, increase customer loyalty and create
a more agile enterprise to better respond to new business opportunities.

4. Perficient Profile
 Founded in 1997
 Public, NASDAQ: PRFT
 2011 Revenue of $260 million
 Major market locations throughout North America
— Atlanta, Austin, Charlotte, Chicago, Cincinnati, Cleveland,
Columbus, Dallas, Denver, Detroit, Fairfax, Houston,
Indianapolis, Los Angeles, Minneapolis, New Orleans,
Philadelphia, San Francisco, San Jose, Southern California,
St. Louis and Toronto
 Global delivery centers in China, Europe and India
 2,000+ colleagues
 Dedicated solution practices
 87% repeat business rate
 Alliance partnerships with major technology vendors
 Multiple vendor/industry technology and growth awards

5. Our Solutions Expertise & Services
Business-Driven Solutions Perficient Services
• Enterprise Portals  End-to-End Solution Delivery
• SOA and Business Process Mgmt  IT Strategic Consulting
• Business Intelligence  IT Architecture Planning
• User-Centered Custom Applications  Business Process & Workflow
• Interactive Design Consulting
• CRM Solutions  Usability and UI Consulting
• Enterprise Performance Management  Custom Application Development
• Customer Self-Service  Offshore Development
• eCommerce & Product Information  Package Selection, Implementation
Management and Integration
• Enterprise Content Management  Architecture & Application Migrations
• Enterprise Resource Planning  Education
• Management Consulting  Interactive Design
• Industry-Specific Solutions
• Mobile Technology Perficient brings deep solutions expertise and offers a
complete set of flexible services to help clients
• Security Assessments implement business-driven IT solutions

6. Our Speakers
Mike Panzarella, Director, Financial Services Practice
With 20 years of experience with Big Four consulting and commercial
banking, Mike has expertise in BI platform architectures for Fortune 100
financial service firms with a focus on social media and mobile convergence.
Jeff Fisher, Director, FS Practice Operations &
Advisory Services
With over 20 years of experience as a technology leader with global enterprise
organizations, Jeff has a proven track record of success leading technology
teams in financial services organizations.

7. Perspectives on
Mobile Payments

8. Evolution of Mobile Payments
In 2008: $71 Billion and 43.1 Million Users
In 2011: $105.9 Billion in transactions
In 2012: $172 Billion in transactions (61.9% increase)
By 2016: $617 Billion and 448 Million Users (359% increase)
Source: Gartner May 2012
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9. The Future of Mobile Payments
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10. The Future of Mobile Banking
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11. Banking Challenges
Increase Shareholder ROI
Financial
Strategic Factors Perspective Revenue Net Income Capitalization
1. Balancing Consumer
Retail Channels Market Share Performing Loans
2. Non-Bank Providers
3. Levers for Customer Customer Value Proposition
Customer
Retention • Mobile Banking • Personal Financial • Self-Service • Consumer
Perspective Management Lending
4. Merchant Pricing Issues (Consumer)
5. Selecting Investments
Internal Operations
• Innovative • Commercial /
• Performance • Consumer • Compliance
Product Institutional
Balancing Management Services
Development • Risk
• Information
Prioritize Priorities
• Mortgage/
Security • Efficiency &
• Business Process
Management
Management
investments to Foreclosures • Vendor Scalability • Customer
Management • Marketing Service
balance
customers, regulat Information Technology
ors, employees and Targeted • Improved • Efficient • Third-Party • Data • Self Service
shareholder needs Investments Workflow Queue
Management
Processing Quality Analytics
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12. Prioritizing Initiatives
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13. Prioritizing Initiatives
Growth of mobile is tracking comparable to Big
Data as a strategic initiative
Gartner: Gartner Report Market Insight: Technology Opens Up Opportunities in SMB Vertical Markets - September 2012
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14. The Business Case
ROI Model
Customer Service
27%
Efficiencies
69% Reduced Attrition
15.7%1 ROI*
Revenue from
3% Cross-sell
Reduction in
Investments in the Digital Channel 2% Marketing Spend
*ROI varies depending on bank size and other industry variables.
[1] Average provided by Forrester’s “The ROI of Mobile Banking” model.
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15. Mobile Banking
Tr e n d s

16. Mobile Banking Trends
Mobile is
here to stay
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17. Mobile Payment Trends
Banks must expand awareness to incorporate the overall payments
ecosystem into their mobile strategy
Enhancements to consumer experiences that will effect payments
in retail and other channels.
Banks need to
bridge Mobile Multi-tender: Enabling the capture Loyalty & Rewards: Earning
Banking with of all payment types to include loyalty credits real-time and provide for
credit, debit, PIN Debit, eCheck, pre- immediate redemption with location
Traditional paid, as well as, splitting payments aware technologies on the mobile
Wholesale Banking between each type. phone.
Channels!
Real-time Offers: Influence and Contactless Payments: POS
direct consumer shopping behavior based technologies have yielded tablets as
on past purchasing trends using location registers - emerging mobile technologies
Be on the Lookout for… aware technologies with QRS couponing will supersede traditional terminal devices
capability with consumers (i.e., Retailix). (i.e. PayPass, PayPal, and others).
Virtual Currencies: Service
may include cash/credits /points
which can be stored value in a Person2Person: Going beyond Social Payments: Generation M will
mobile wallet. Good option for payment transfers, capabilities to enable influence adoption of future payment
micropayments, but subject to legal one person paying with another person schemes. Services cover mobile payments,
laws banks must address. Appeals to buying are essential and will require ‘split the bill’, and pay a friend features, plus
youth and under-banked (i.e. enhanced payments infrastructure. enable social sharing, management and
Zynga, Facebook, Lindens). check-in updates.
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18. Aggregator Wallet Trendsetter
Passbook = Hype Reality = More than 120 Known Wallets
Gift Cards, Coupons, Time and Location-based
Tickets and Loyalty Offers 18

19. E-Commerce Wallet Trendsetters
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20. Other Wallet Trends
Retailer Wallet Gatekeeper & Single Feature Wallet
 Strengthen existing customer bonds  Wave a mobile phone in front of reader to process
payment
 Targeted marketing
 Requires NFC technology (unclear)
 Merchant coupons and discounts
 Focused functionality
 Suggestions based on purchases
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21. Banking Mobile Wallet Trend
Existing Functions
 Bird’s eye view of personal finances
 Online bill payment
 Alerts and notifications
 Remote deposit capture
 Person-to-person payments (P2P)(intrabank)
 Merchant offers and discounts
 Access to other services
“Top of Wallet” Preferences
 Personal financial management
 P2P payments (interbank)
PNC Mobile App  Integrated loyalty and rewards
 Augmented reality integration
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22. Mobile Banking Trends
Balance.

23. Recommendations
Banking Mobile Payment Success
 Determine what role to play in digital channel strategy (consumer perceived value)
 Leverage the bank’s key strengths
 Defined strategy and deploy core payment offerings
 Continue to expand mobile banking services
 Evolve cross-sell capability
 Business Intelligence
 Analytics (Social, Predictive, Business)
 Decide where strategic partnerships make sense
 Reduce merchant and customer obstacles for adoption
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24. The Customer Experience
Perficient XD provides demonstrated user
experience excellence in four core market
competencies:
• Strategy & Ideation
• User Research & Analysis
• Creative & Interaction Design
• Innovation & Implementation

25. The Customer Experience
Convenience
Speed of Use
Simplicity
Ease of Use
Sense of Security
Accuracy & Timely Updates
25

26. 360° Customer Solutions
Customer Service Pay for Products Email Receipt
Features 26

27. 360° Customer Solutions
Strategic Partnership
 On-the-fly shopping options through online rewards store
 Scan item barcodes
 Redeem AMEX reward points and purchase
Takeaway: Can Banks
Strengthen Merchant
Relationships to Optimize
Loyalty & Rewards?
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28. 360° Customer Solutions
Raising the Bar with Payments
 Mini-app “card monitoring dashboard” to align with iPhone 5
& Passbook
 Personal finance management (Mint.com)
 Turn mobile devices into remote kiosks
 Enhanced targeted mobile offers for in-store customers
 Contactless ATMs
 FaceTime chat with advisors
Takeaway: Draw Parallels to Existing
Capabilities with a Mobile Perspective
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29. Customer Experience Trendsetters
Mobile & Payment Features
 Merchant cash back deals
 Credited to card account
 Testing QR mobile payments solution
 Augmented reality for location-based merchant
offers
VS.
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30. Leverage IT
Investments
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31. Secure Customer Data
Key Considerations: Start Thinking About:
Information Security Framework:
Enterprise Security Management Program: An information Establishing a secure architecture foundation
security program provides the foundation for an effective security control underlying your applications and data are
structure. It establishes a framework and continuous cycle of activity for essential to protecting your information
assessing risk, developing and implementing effective security assets. To achieve this, defining a security
procedures, and monitoring the effectiveness of these procedures. Overall policy and architecture framework must be
policies and plans, including system and application-specific procedures and step one.
controls, implement the enterprise wide policy.
Digital Advertising Alliance:
Information Security Architecture: As an extension of your Extending beyond current opt-out
Bank’s information security policy, the architecture should provide for policies, the government is looking at giving
patterns that define who can access applications, data, systems, and consumer’s the ability to create their own
underlying networks. Privacy preferences.
Minimum Security Controls: As a foundation to the security of Transferring Data in the Cloud:
your information assets, a set of minimum security controls should be set in Privacy rules are different between the US
place and continuously tested by every bank. Whether it consists of access and the European Union. The EU precludes
control, information flow control, least privilege access, separation of duties, the transfer of data to “non-adequate”
jurisdictions. Where is the cloud in which you
physical access, concurrent session controls, session locks, and others; these
store your data?
controls should be always monitored and tested.
Laptops, Mobile and Personal Devices: Key vulnerabilities to Third-Party Testing: In addition to
any bank’s information assets involve the security of any device outside the the testing done by your internal audit
physical premises that can be either lost or stolen. Specific policies should team, think about leveraging a third-party to
conduct security reviews and/or to conduct
be established and enforced regarding all proprietary bank information that
continuous scanning against your
may be stored on the device to preclude any and all customer account
applications., systems and network.
information.
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32. Key Controls for PCI Compliance
POS Terminals:
• Networks: Secure networks
Laptops, Tablets, and Smart Some Key Facts:
• Least Privilege: Restrict access Phones require compliance
to systems, applications, and with PCI Mobile Standards. Call Center Recordings: Neither
sensitive data Bank nor Processor call centers can store
• Back-Office: Control recorded data that contain card
Merchants verification value information if those
payment application &
users records can be queried.
Secure Data: Encrypt
• Audit Controls: transmission and storage of data. Average Cost of PCI
Auditing on host Compliance: In their Retail Security
application platform & Compliance Survey 2011, Gartner
for access & change ISOs/MSPs reported different merchants spent on
mgmt. average – over 2.35 years: Level 2-4
• Strong Access Control: Eliminate un- retailers: $1.1 million; Level 1 Retailers:
• Third-Party Testing: necessary access and impose privileged $2.1 million.
Test, Accredit and access with monitoring.
Certify your Biggest Card Industry Data
application Processors Breaches: Publicly known credit card
account number data breaches include
• Mobile Platform Provider: Is your Global Payments involving as few as
Credit Card Co. Partner provider validated? 50,000 credit card account numbers(1),
and Heartland Payment Systems in 2009
involving the exposure of data on 130
Mobile Applications: Secure million credit cards.
how data is acquired with
application security controls –
use secure coding practices. Reference
www.PCIsecuritystandards.org for
more PCI Compliance details.
(1) The exact number of exposed credit card accounts is not yet fully been disclosed to the public.
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33. Mobile Banking Trends
A l i g n i n g
C a p a b i l i t i e s

34. Leverage IT Investments
Prioritize Investments to
Drive Efficiency
 Utilize MEAP to optimize mobile
development
 SOA to enable effective data
acquisition and pass-through
processing
 Leverage Big Data to optimize
cross-sell
opportunities, fraud, and real-
time segmentation
 Agile development for enhanced
product functionality
 Effective scalable systems to
handle increased volume
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35. Strategies to Get Started
Service Reusability
 Expose existing web services to your banking platform for enhanced functionality
 Leverage ESB coupled with your SOA web services to address increased volume
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36. Strategies to Get Started
Big Data & Analytics
 Consolidate the customer view leveraging your
transformation capabilities
 Leverage data warehouses and data marts to
build the customer’s “digital experience”
 Extending the use of customer data for cloud-
based social analytics
 Exploit the mobile banking platform to test and
drive cross-sell offerings
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37. Strategies to Get Started
Rewards
 Use existing customer loyalty and rewards capabilities integrated
into the mobile layer and enhance using real-time data
 Banks can lease rewards capabilities to get speed-to-market
solutions (Retailix, Truaxis, Destination Rewards)
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38. Learn More
Download Our
Mobile Payments White Paper
Perficient.com/MP

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40. Connect with Perficient
VISIT WITH OUR EXPERTS
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Mike Jeff Fisher Sean Elizabeth
Panzarella O’Sullivan Dias
Questions?
Matt Abbey
Passey Smalley
WEBINAR CONTRIBUTORS
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