Published on March 15, 2014
FEBRUARY 21, 2014 | SLIDE 1
FEBRUARY 21, 2014 | SLIDE 2 Wim Geukens, CRM Division Manager WELCOME
FEBRUARY 21, 2014 | SLIDE 3 AGENDA 13:30 14:30 15:45 16:30 13:45 15:15 17:15 Q & A 17:30 Drink Coffee Break
FEBRUARY 21, 2014 | SLIDE 4 David Devogele, CRM Solution Sales INTRODUCTION 13:30 - 13:45
FEBRUARY 21, 2014 | SLIDE 7 BANKING INDUSTRY TODAY Turbulent market & image problem More regulations - Compliance Less customer loyalty Increased global competition & new “banking” models e.g. Crowd Funding Need to increase profitability • Reduce costs • Improve productivity & efficiency Phishing Less branches, more channels & self services Customer empowerment Mobile Banking BUT ALSO OTHER IMPORTANT CHANGES, LIKE
FEBRUARY 21, 2014 | SLIDE 8 CHALLENGES AND PAINS FOR THE BANKING INDUSTRY
FEBRUARY 21, 2014 | SLIDE 9 BANKING INDUSTRY TODAY
FEBRUARY 21, 2014 | SLIDE 10 On the Web and on Mobile the customer isn’t king – he’s a DICTATOR Highly impatient Skeptical Cynical Technology shift : new customer behaviour Mobile Apps & Mobile Wallet Social Media (e.g. to share a service complaint) Online information (e.g. to compare) Visit a branch 85% less (2013 <-> 1995) New “banking” models (e.g. ambassadors, crowd funding) So, it’s very important to think customer centric THE NEW CUSTOMER
FEBRUARY 21, 2014 | SLIDE 11 TOWARDS CUSTOMER CENTRIC MODEL
FEBRUARY 21, 2014 | SLIDE 12 TOWARDS CUSTOMER CENTRIC MODEL
FEBRUARY 21, 2014 | SLIDE 13 FINANCIAL SERVICES: SOME REFERENCES
FEBRUARY 21, 2014 | SLIDE 14 THANK YOU FOR YOUR PRESENCE SB Consulting NEXT … • Please complete your evaluation form and get a small gift • Then join us for a drink
FEBRUARY 21, 2014 | SLIDE 15 THANK YOU For more information: visit our website WWW.REALDOLMEN.COM/crmbytraviata Follow us on @RealDolmenCRM +32 2 801 52 50
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