IQPC Customer Experience Exchange February 2015

The Customer Digital Experience –Evolution or Revolution?

Antony Bream, UK Managing Director

CREALOGIX at a glance

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About us

The CREALOGIX Group is an independent Swiss software

houseand the Swiss market leader for

Digital Banking.

Our focus

Our focus is placed on changed customer needs for mobility,

security, personalisedadvice and education

within a comprehensive user experience.

Our locationsSwitzerlandGermanyAustria

United KingdomSingapore

Facts

Founded in 1996320 Employees

CHF 50 million SalesCHF 100 million

Market Cap

https://www.youtube.com/watch?v=Hm7TtN0fGfo

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The Facts & Trends

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HSBC’s oldest customer to download its

banking app is 108!

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7 – 9am the busiest time for customers logging in Mon to Fri

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Threats To The Banking Industry

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Threats to the Banking Industry


But There Are Many Opportunities

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User Experience Compromise vs. Security

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The evidence points to a Revolution from the customer!


Digitize or Die!

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The Details in the Data!

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Tailored to customers‘ requirements through targeted campaignmanagement

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Coutts VERSION: 1.20 PAGE: 4 of 40PROJECT: Quick Wins CREATED BY: Mark KnipeDOCUMENT: Creative Annotations

Homepage

1 The maximum amount of tabs that any user can have is 6. When the user has access to 6 tabs they take up the full width of the frame.

The minimum number of tabs a user can see is 2. (‘Your Accounts’ and ‘Other Services’)

Tabs will have a maximum size defined by creative so that when there are less than 6 tabs they do not stretch to fill the space.

2 There will be 5 Quick Links available to a user, depending upon their permissions and the products that they have access to.

These will be;

AUTHORISE PAYMENTDOMESTIC PAYMENTINTERNATIONAL PAYMENTTRANSFERREGISTER FOR COUTTS MOBILE (the button on the above is a demonstration of text wrapping on a button)

For Adam the Mobile button will read ‘REGISTER FOR ADAM MOBILE BANKING’ so this spacing needs to be allowed for.

If a user has read only permissions and is already registered they will not see any Quick Links (the whole Quick Links module will be hidden).

If a client is already registered for mobile the Register for Coutts Mobile should be removed and the News & Insights moved up.

If a client has payments to authorise the Authorise Payment button will highlight the number of payments requiring action.

The wording on the AUTHORISE PAYMENT button should change to AUTHORISE PAYMENTS if there is more than one payment requiring authorisation.

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Get OnBoarding Right!

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The Implications of Getting it Right

“You can see that we’ve developed up to 16 million-plus customers. That’s 2

million more than when I was here last year, and we added 30,000-plus last week,”

BofA CEO Brian Moynihan

The bank says its mobile “active” bank accounts surged by 15% last year to some

16.5 million.

Wells Fargo of San Francisco reported nearly 25 million active online customers

last year, up 8 percent year-over-year. It had just over 14 million active mobile

customers, a jump of 19 percent. Last year, it reduced its total branch network by

16.


So Where To Start?

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The Future

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The Customer Digital Experience –Evolution or Revolution? Antony Bream, UK Managing Director

+44 (0)7880 796403

[email protected]

IQPC Customer Experience Exchange February 2015

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