Customer Experience drives Danske Bank’s digitalisation

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…all about the customers

Also in a digital world it is…

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Our customers’ expectations towards superior experiences continue to evolve

The pace of change is accelerating

New solutions are emerging Regulation Macroeconomics

Constantly increasing competition Societal expectations Evolving customer expectations

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A superior customer experience throughout the entire customer journey relies on strong

customer interfaces, digital engines, and enablers – connected by E2E processes

Customer Journey

Customer Interfaces

E2E Processes

People

Digital Engines Digital Enablers

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Digital Customer Interfaces

Mobile Banking 3.0

Pocket Money app

District

Commercial Property Tool

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Digital Engines Enablers

Integrated Nordic Payment

Fraud

CRM

NordicKYC Utility

Post Trade Service Digital Workplace

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Supporting

Technologies

But beyond customer interfaces; digital engines and enablers, a superior customer

experience is made possible by integrating, harmonising and automating E2E processes

Automation

Assessment

Customer

Journey

E2E Processes

Business Process

ManagementRobotics

Advanced Analytics

Machine Learning

Artificial Intelligence

Apply Verify Evaluate Process EstablishPost

processing

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Danske Bank has transformed its operations into a customer-centric organisation

Daily Banking

Transaction

Banking

Life, Pension

& Wealth

Management

Financing

Markets

Group Wide

Services

AML

Customer

Service

Delivery

Group Operations Customer Service Delivery

Integrated expertise across units

Organised around Customer Journeys

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Customer Service Delivery not only improves the existing bank – it also supports building

the future bank

Building the future bank

Improving the existing bank

Objectives Project Scope

Market disruptive

initiatives

QualityEfficiency

Level

Tactical

Strategic

Operational

Customer focus

E2E process and customer experience

Future opportunities

E2E process redesign

Daily continuous

improvements

Agility

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Now it all has to come together in a centralised customer support set-up

Customer Care enables advisory units to focus more on client-facing activities, by combining contact centre, cross-sales, and delivery activities into one harmonised unit

Seamless interaction between digital

and personal services

…and then we integrate, harmonise and automate the E2E processes by applying all our supporting technologies

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An example of how we have enhanced the digital self-service experience

What were the results for the customer?

• Average lead time is reduced by 53%• Process time is reduced by 60-80% due to fewer

errors and less rework• Digital signature is increased from 8% to 98%• Transparency via track and trace throughout the

process leaves the customer feeling in control

What was the issue for our

business customer?

Why does it take two weeks to get a simple customer package? Is it not just standard products at a fixed price?

How did we resolve it?

We created an Ordering Portal

• One Point of Entry for ordering• New order forms• Automatically generated notifications • Digital signatures

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It’s all about the customers