The Bank of the Future: How Deloitte Powers the Omnichannel Digital Experience

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The Bank of the Future Using Journey Builder to Power Omnichannel Digital Experiences

June 2015

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Principal– Digital Agency @marksinger

Mark Singer Manager - Marketing Cloud @asaddock

Alicia Saddock Manager - Engage Me Architect @npcingham

Nick Ingham

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Needs

Desires

Behaviors

Intuitions

Intentions

Web Mobile

Sales Enablement

Knowledge Management

Social

Cloud

Exponentials Artificial Intelligence

Home Automation

Digital Cars / Money

Quantum Computing

3D Printing / Manufacturing

IMAGINE, DELIVER & RUN Digital Consulting Agency

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Engage with the Marketing Cloud architects for implementation tips/tricks.

Explore digital trends in retail banking applications for Marketing Cloud.

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Experience a live demo of the retail banking experience in Journey Builder.

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Increased regulation and risk management

Pressure to innovate business models

Increasingly sophisticated & demanding customers

Changing customer demographics

Technology as a source of competitive advantage

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Growth & Synergies

Sales & Marketing

Data Transparency

Operational Efficiency

Cost Reduction

How to grow markets, create new markets, more effectively, more efficiently, and more engaging?

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Frictionless experiences

Transparency Demystifying complexity

Personalized, insight driven services

Banks are responding with relentless improvements to the experience they provide customers

They are developing more sophisticated technology-enabled models of engagement with their customers that are seamless across devices and channels.

Banks are, in parallel, improving their underlying capabilities to enhance customer offerings, streamline supportive business processes, and speed up decision-making.

Banks are prioritizing programs that use digital to provide measurable improvements to customer experience to drive sales and improve customer retention.

Behave like retailers… Build relationships over products

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Deloitte Marketing Cloud Accelerator

ENGAGEME Email Marketing

Marketing Reporting and Tracking

Bank App for Salesforce CRM

Mobile Marketing

Dynamic App Content

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LEARN MORE ONLINE: http://vimeo.com/deloittedigital/engageme

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Sally receives a welcome email from the bank, triggered by her moving to a new address.

Since Sally is a current customer of the bank, she is sent a new credit card application form.

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Sally clicks on the link embedded in the email, directing her to an application form.

After 2 days, Sally is sent a reminder to fill out the application. She completes it and submits it to the bank.

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A task is created in Salesforce alerting the banker the credit card application has been submitted. The banker submits the application for processing.

Sally decides to get started on some home improvement projects and heads to the hardware store. iBeacon technology detects when Sally enters the store.

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Sally is sent a push notification with a personalized offer. She redeems it at checkout.

A few days after visiting the hardware store, Sally receives an email with an offer for a new line of credit.

Sally contacts the bank and secures a home equity line of credit for her kitchen remodel.

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Buy Discovery Engage Service Upsell/Cross-sell Loyalty Advocate Cold

Engagement

Welcome Email

Card Application

Thank you

Branch Contact

App Download

In-store Rewards

Recent purchases email

New Line of Credit

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DEMO

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MOBILE BEACON JOURNEY BUILDER

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TIPS AND TRICKS •  Understand the experience and the ROI

•  Start with highest priority journey

•  Keep it simple

•  Test, test, test

•  Consider the engagement loop & the journey

•  Connect online with offline

Join Us For Dreamforce 2015 September 15-18, 2015 | San Francisco, CA

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QUESTIONS

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THANK YOU

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