Customers interact with their banks all the time, but are they engaged? Will they turn to you or the internet for their next financial need? Join us as we review key findings from our recently commissioned Finextra report on “Engaging the Unengaged Customer” and find out what customers value and find engaging. Here, you will also learn how SAP Hybris can deliver this added value and engage customers more successfully using AI, machine learning and other innovative and breakthrough technologies. For more from SAP Hybris, please visit us at: https://hybris.com/en/solutions/industries/banking-finance

1. PUBLIC
Birgit Kurz, Global Industry Principal Banking, CEC
October,2017
Engaging the Unengaged Banking Customer

2. 2PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Want to buy
a new house
Got
promoted /
lost my job
Expecting a
baby
My son is
going to
College
Will marry /
get divorced
Move to
another city
Moments of Engagement....
I want-to-
experience
moments
I want-to-eat
moments
I want-to-travel
moments
I need-to-buy
moments

3. 3PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
How Engaged Are Your Customers?
Increasing more difficult to engage Banking Customers
of online ads are ignored
Source: Google Display Benchmark Tool
99.94%
Email click through rate
Source: Getresponse
3.57%
All digital channel response rate
Source: DMA Response Rate Report2015
0.62%

4. 4PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
What makes a good
Bank different?

5. 5PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
What do Banking Customers want?
Understand their real-time intent!

6. 6PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
What do Banking Customers want?
• Personalized, retail-like
experience
• Contextual, valuable offers
across channels
• Simple and convenient
onboarding
• Quick and 100% digital
application processes
• Stop and go applications
with self-service and support
• Personal advice
• Flexibility
• Transparency
• Instant Usage

7. 7PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
How can SAP Hybris solutions help?
• Personalized, retail-like
experience
• Contextual, valuable offers
across channels
• Simple and convenient
onboarding
• Quick and 100% digital
application processes
• Stop and go applications
with self-service and support
• Personal advice
• Flexibility
• Transparency
• Instant Usage
Marketing
Commerce
Digital Self Service
Sales and Service
SAP Leonardo

8. 8PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Marketing
Real-time customer insights
Create a 360° view of each
contact
§ Combining banking and social
media data in real-time
§ Define the best audiences
accurately
§ Understand customer’s journey
§ Understand customer’s sentiment
§ Turn insight into profitable action

9. 9PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Commerce
Product presentation
Seamless commercial
process
§ Personalized user experience
§ Product offers considering
the customer’s context
§ Integrated with Hybris
Marketing for real-time
updates

10. 10PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Commerce
Identify customer
Easy onboarding of new
customers
§ Video identification with image
comparison
§ Verification of ID-cards
§ Sentiment-/face recognition
§ Supported by machine learning

11. 11PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Digital Self-Service
Personal finance management
Consolidated view of your personal
financial experience:
§ Spend analysis (e.g. top 3 spend
categories)
§ Transaction categorization, manual
and through machine learning
§ Set and manage budgets
§ Accessible via responsive UI (any
device)

12. 12PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Foster Customer Loyalty Through Proactive Retention
SAP Customer Retention powered by SAP Leonardo
Innovation
Gain actionable insights
§ Real-time trend analysis
§ Identify crucial events and
leverage SAP Cloud Platform’s
machine learning technology
§ Understand the customer’s
journey and rationales
§ Convert insight into meaningful
actions through integration into
marketing campaign mgmt.

13. 13PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Conclusion & Recommendations
hybris.com/engagebanking
ü The value Banks can bring is in
areas adjacent to their traditional
business
ü The value lies in convenience
and simplicity
ü Customers want Bankers to be
Bankers

14. 14PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
FSI Demo Booth D3
FSI Sessions:
FSI Demo Booth and FSI Presentations
Session Title Location Day Start End Speaker
52556 Price you products forMaximum Impact Microtheater 3 Wednesday 13:30 13:50 Stan Wandowicz
52557
Engaging the Unengaged Banking
Customer Microtheater 5 Wednesday 14:30 14:50 Birgit Kurz
52592
Avoid Commoditizationin the Insurance
Industry with Value Engagement Microtheater 5 Wednesday 17:00 17:20 Stefan Mueller

15. Thank you.
Birgit Kurz
Director Banking
Customer Engagement and Commerce
birgit.kurz@sap.com
+49 15258578