1. Designing
the future
bank for the
digital era
Pol Navarro (@polnavarro) – Head of Direct Channels and Innovation
40th EFMA Congress
Barcelona, 19th October 2012
1

2. Banco Sabadell
Multichannel banking group
in Spain
Focused on commercial banking
More than 2.000 branches and
5 million customers

3. Banco Sabadell

4. Service design: The new marketing

5. Service design: The new marketing

6. Service design: The new marketing

7. Service design: The new marketing

8. Service design: The new marketing
Simple

9. Service design: The new marketing
Simple Instant

10. Service design: The new marketing
Simple Instant Relevant

11. Service design: The new marketing
Banks = Simple?

12. Service design: The new marketing
Simple Instant Relevant

13. Service design: The new marketing
Open
24h

14. Service design: The new marketing
Simple Instant Relevant

15. Service design: The new marketing
First European bank with an iPad mobile banking app*
#1
Downloads
Financial
Apps (Spain)

16. Banco Sabadell
“The Mobile & Social Life”

17. Digital transformation
1
Mobile 3
New customer relationship
model
This is not
online
banking,
• New technologies this is
2 bringing
Social your bank
with you.
• New dimension for phone
banking
• Social networks
• Real conversations
• Branded content • All employees play a role

18. 1 Mobile
Banco Sabadell: pioneers in mobile
Native app for each IPad app Integrated mobile banking
mobile device service with social networks
and video contents
This is not
online
banking,
this is
bringing
your bank
with you.
Instant Check
service
2010 2011 2012 2013

19. 1 Mobile
Mobile – “Addicted” customers
+30%
online customers
using mobile
x3
connections
and online
activity

20. 1 Mobile
Mobile – smart simplicity
Instant Check service – Real-time remote deposit capture
Real-time
Integrated Select amount Image scan
confirmation
20

21. 1 Mobile
Mobile 3-clicks-to-sale
x2
conversion on
revolving

22. 2 Social
Social customer service
First Spanish bank to use twitter • Service and
as a service channel commercial
channel
(commercial
offers in
facebook,
geopositioning,
etc.)
• Conversations
with
customers

23. 2 Social
Brand journalism
• Brands as
content
producers
• Content is
pushed and
promoted by
end users
• Product
managers as
TV presenters
• Multi-screeen
distribution of
content
(Mobile, TV)

24. 3 New customer relationship model
Mobile & Social – Transactions to conversations
New potential for service & sales
• New role for
Phone
Banking:
Direct Branch
> 2.000 Branches
Online
~3.000 ATMs Mobile • Relevance of
Social
>5 Million Networks
Customers
• Involvement
of all
Direct Branch Social employees
Networks

25. 3 New customer relationship model
Mobile & Social – Conversation wall

26. 3 New customer relationship model
Our aspiration: new customer relationship model
We work for a new banking model
• Commercial network (branches) become multi – channel and
humanization of channels (social networks, Call Center):
– All employees participate in the new relationship model
– We accept the client to move freely from one channel
to another, along a business process or service
– We take advantage of all the moments with
commercial potential (CRM, Social, Big data)
• Easier and simpler banking
• …maintaining a differential service

27. Some learnings

28. Some learnings
Eric Schmidt: “You should always put your best
team and your best app on your mobile app.”

29. Some learnings
“Service design culture”
with employees and
customers

30. Some learnings
Service awareness in all interactions

31. Future developments

32. Big data
Big data
• Tons of data about customer
patterns (action, social, time,
localization,…)
• Advanced CRM
• No need to develop predictive
– Non-linear
algorithms patterns
Unstructured
info
– On-time
– In place
Structured
info
- Data Volume +

33. Digital Payments

34. Multi-screen world

35. El Banco de las mejores empresas. Y el tuyo
The bank of the best companies. And yours