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Humanising Financial Services
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Maybank Group Digital DayBecoming The Digital Bank of Choice
Menara Maybank, Kuala Lumpur
13 November 2017
1
Megatrends
Source: Statista, App Annie, Commission Factory1, AT Kearney2
MAU = Monthly Active Users, DAU = Daily Active Users
197 Bilapps downloaded worldwide in 2017
2 Bil, 400MilMAU (Globally) DAU
3 Hours/Day .Malaysians…
SEA
16x by 20251
Southeast Asia e-commerce growth
32% CAGR1
Over next 10 years in Southeast Asia
23% CAGR2
Malaysian e-commerce growth until 2021
MOBILE SOCIAL E-COMMERCE
WannaCry
$65BilGoods moved through Digital Free Trade
Zone (DFTZ) by 2025
$38BilExports by SMEs through DFTZ by 2025
1,900Malaysian SMEs onboarded for DFTZ Ph1
SECURITY THREATS CROSS-BORDER TRADE
2.2MilApps
3MilApps
800MilMAU
1.3BilMAU
46.2MilLeaked personal records in Malaysia
2
Battle For Customer Engagement
Trust = Consistency Over Time
Security
“Stickiness”
and
Frequent
Usage
Design
• Simplicity
• Responsiveness
Data
• Timeliness
• Usefulness
3
“Tech-Fin” Giants Redefining Competition
ILLUSTRATIVE
SocialRetail
Payments
Retail
Payments E-comm Logistics
Data Data
Retail SME Corporates
Trade
FinanceLendingLendingE-comm
Logistics
4
Maybank2020: “Advancing Asia’s Ambitions With YouFive Key Strategic Objectives
The Top ASEAN Community Bank
The Leading ASEAN Wholesale Bank Linking Asia
The Leading ASEAN Insurer
The Global Leader In Islamic Finance
Digital Bank Of Choice
1
2
3
4
5
By leveraging on our regional presence, banking expertise and ASEAN growth opportunities.
By leveraging on our ASEAN leadership capabilities to deliver client solutions across Asia.
By enhancing synergies between Maybank’s regional banking footprint and Etiqa’s expertise in
takaful and bancassurance.
By continuing to deliver innovative client-centric universal financial solutions, building on our
global leadership position.
By putting our customers’ preferences first and transforming to deliver next-generation
customer experience on mobile and digital platforms.
5
Digital Bank Of Choice
“By putting our customers’ preferences first and
transforming to deliver next-generation customer
experience on mobile and digital platforms.”
Be at the forefront
of digital innovation
Maximise online
customer
engagement
Partner global and
regional industry
disruptors
Engage FinTechs on
potential
collaboration
Accelerate digital
deployments across
ASEAN footprint
Recalibrate business
models for the
future
6
Our Digital Approach#1: Enrich our Customer Offerings (1/3)
Payments and Digital Wallets1st-to-market responding to customers’ calls
for mobile payments
MaybankPay
SamsungPay MY
SamsungPay SG
MaybankPay SamsungPay
7
Our Digital Approach#1: Enrich our Customer Offerings (2/3)
at most branches at most branches
Channel Digitisation
Guiding/handholding customers
Reconfiguring branch layout
Shifting customers online and to self-service channels
8
Our Digital Approach#1: Enrich our Customer Offerings (3/3)
New Maybank AppCleaner, function-rich platform ready
for GREATER things
In-depth walkthrough by GCTO
9
Our Digital Approach#2: Invest in Strategic Capabilities (1/2)
In-House Research and Development
Reduced time-to-market
Increased quality and lower
cost
Rapid experimentation
MBB Labs Pvt Ltd
10
Our Digital Approach#2: Invest in Strategic Capabilities (2/2)
Geo-analytics and
microsegment
analysis
Enhanced
Customer
Data Analytics
Big Data
Foundation
Building
Codifying best practices to
organise data across the Group
and unlock insights
Data ScienceAdvanced analysis techniques
11
Our Digital Approach#3: Explore Broadly, Understand Deeply
BlockchainEngagements with global leaders, ongoing search for
applications with competitive advantage and higher
commercialisation potential
RoboadvisoryEngaging leading FinTechs to understand
opportunities and establish options
P2P LendingAssessed multiple FinTechs in bid for Malaysian P2P
licence
12
Our Digital Approach#4: Build and Participate in the Ecosystem (1/3)
Government and Regulators
FinTech Enabler
Group (FTEG)
aFINity@SC
Forefront of policy-making and exploration
Proactive engagement on digital frontier
in Malaysia and Singapore
13
Our Digital Approach#4: Build and Participate in the Ecosystem (2/3)
Global LeadersEstablish partnerships with global brands
who have ASEAN ambitions
Credit Cards and payments;
#everyonecansell
(onboarding of SMEs onto
digital platform)
Chinese tourist
acquisition; Acceptance
of AliPay QR payments at
2,000 Malaysian
merchant locations
SamsungPay Malaysia
and Singapore; Device
partnerships
14
Our Digital Approach#4: Build and Participate in the Ecosystem (3/3)
FinTechs
Blockchain
Digital
Banking
Payments
Robo
advisoryeKYC
Bio
metrics
AI
Chatbots
Credit
Scoring
P2P
Lending
AnalyticsMoney
Transfer
UI/UX
Design
Deep-dives to find truly differentiated
business models and/or technologies
Engaged >50 ASEAN FinTechs in various fields
Launched Maybank Sandbox in July 2017
15
Innovation in Maybank
• Maybank Innovation Centre (@Menara
Etiqa Twins KLCC) operational since
June 2015
• Full-time Corporate Development and
Innovation Team to inculcate
innovation culture throughout the
Maybank Group
• >300 events and sessions for
Maybankers and partners hosted by
the Centre thus far
• #MaybankFintech programme,
Maybank Hackathon, alpha and beta
testings and many more
16
Maybank’s Digital Firsts in Malaysia
1st bank-owned Digital
Wallet (Maybank Pay)
1st bank to enable
for Chinese Tourists at 2,000
merchant locations
1st bank to pilot
1st bank to offer online
merchant registration
via APIs
1st bank to use biometric
authentication
1st bank to run a P2P Donation Platform
1st bank to operate a FinTech Sandbox
1st bank to provide digital token/
signing for enhanced security (Secure2U)
1st bank to offer festive P2P money
transfers, games and rewards
Payments Security, P2P and APIs
17
Awards related to Digital Banking (1/3)
CXFS ASIA AWARDS 20171. Best Use of Social Media (Winner - MyM2U Challenge)
2. Best Client On-boarding Initiative (Winner - Cards STP)
3. Best CX - Website (Highly Commended - MyM2U Challenge)
ABF RETAIL BANKING AWARDS 20171. Mobile Banking Initiative of the Year - Malaysia (e-Ang Pow)
2. Social Media Initiative of the Year - Malaysia (e-Ang Pow)
3. Online Banking Initiative of the Year - Malaysia (e-Ang Pow)
4. Credit Card Initiative of the Year - Malaysia (Cards STP)
BNM KARNIVAL KEWANGAN 2017Best Innovation Award (MaybankPay & SamsungPay)
CARDS & ELECTRONIC PAYMENTS
INTERNATIONAL ASIA AWARDS 2017Best NFC-enabled Service Initiative (Winner)
Most Innovative Digital Solution - Consumer (Highly Commended)
18
Awards related to Digital Banking (2/3)
EFMA-ACCENTURE DISTRIBUTION & MARKETING
INNOVATION AWARDS 2017Wallets & Payments (Bronze Award - New Maybank2u Pay)
MARKETING EXCELLENCE AWARDS 2017 MALAYSIA 1. Excellence in Mobile Marketing (Finalist - e-Duit Raya/Salam & Menang)
2. Excellence in Viral Marketing (Finalist - e-Duit Raya/Salam & Menang)
FINANCIAL INNOVATION AWARDS 20171. Best Payments Initiative (Finalist - New Maybank2u Pay)
2. Best Technology Initiative (Finalist - Secure2u)
RBI ASIA TRAILBLAZER AWARDS 2017Best Social Media Marketing Campaign
(Highly Commended - e-Duit Raya/Salam & Menang)
CX ASIA EXCELLENCE AWARDS 20171. Best Omni-channel Experience (Highly Commended - Western Union)
2. Best Social Media Strategy (Silver Award)
3. Best Contact Centre (Bronze Award)
19
Awards related to Digital Banking (3/3)
GARTNER INNOVATION AWARD 20171st Runner Up
BANK TECHNOLOGY LEADERSHIP
ACHIEVEMENT IN APAC AWARD 2017
SECURITY INNOVATION AWARD 2017
INNOVATION AWARD 2017
MALAYSIA WEBSITE AWARDS 2017
ICMG ARCHITECTURE EXCELLENCE AWARD 2016
20
Looking Ahead
• Most excellent mobile user experience
• Speed and responsiveness
• Straight-Through-Processing (STPs)
• Strategic alliances and partnerships
• Automation and hubbing
• Agility and innovation culture2
21 21
Dato’ Amirul Feisal Wan Zahir
Group Chief Financial Officer
Contact: (6)03-2074 7703
Email: feisal.zahir@maybank.com
MALAYAN BANKING BERHAD
14th Floor, Menara Maybank
100, Jalan Tun Perak
50050 Kuala Lumpur, Malaysia
Tel : (6)03-2070 8833
www.maybank.com
Jeeva Arulampalam
Head, Group Investor Relations
Contact: (6)03-2074 8017
Email: jeeva.a@maybank.com
Disclaimer. This presentation has been prepared by Malayan Banking Berhad (the “Company”) for information purposes only and does not purport to contain all the
information that may be required to evaluate the Company or its financial position. No representation or warranty, express or implied, is given by or on behalf of the
Company as to the accuracy or completeness of the information or opinions contained in this presentation.
The presentation does not constitute or form part of an offer, solicitation or invitation of any offer, to buy or subscribe for any securities, nor should it or any part of
it form the basis of, or be relied in any connection with, any contract, investment decision or commitment whatsoever.
The Company does not accept any liability whatsoever for any loss howsoever arising from any use of this presentation or their contents or otherwise arising in
connection therewith.
Investor Relations Contact
Humanising Financial Services
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