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TELUS Proprietary and ConfidentialBusinessNow. Re-inventing Customer Experience.
September 22, 2011
Financial Services Technology Trends
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Todays Objectives
Share with UFSC members some of the current andemerging technology trends that we see in the FinancialServices Sector
Review our approach to delivering business value in theFinancial Services marketplace
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Agenda
Who is TELUS?
Trends in the Financial Services Industry
TELUS Financial Services Strategy
Business Value of TELUS Solution Offerings
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TELUS Highlights
THE FUTURE IS FRIENDLY
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TELUS At A Glance
35,000 Team Members
$10 Billion Revenue
Business & Consumer Products
Top-quartile leader among global Telcos
Impressive list of awards
Dow Jones Sustainability Index (9 yrs in a row)
One of the 25 most respected corporations in Canada
2010 Freeman Philanthropic Services Award (1st Canadian Company)
Canadas best diversity employers
Canadas 10 most admired corporate cultures
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TELUS Strategic Imperatives 2000 Present
Provide integrated solutions delivering business value
Partner, acquire and divest as necessary
Build national capabilities ($2B Cap-ex in 2009)
Focus on growth markets, data and wireless
Invest in our business and country ($73B+ invested in past 10 yrs)
We give where we live
Consistent strategy has allowed TELUS to focus on deliveringunique solutions that maximize value for our customers, our
shareholders, and our communities
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THE FUTURE IS FRIENDLY
Focus on delivering business value not technology
Trust, integrity and transparency
Our people are our sustainable competitive advantage
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Technology TrendsFinancial Services Sector
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Whats Happening in the FS Industry?
Global Financial Crisis
US close to default
Greece, Ireland, Italy..others, close to bankrupt.
Recovery slower than expected despite major investment
What about Canada?
Banks/Insurance report strong profit performance
Gain strength in global markets
Battle for domestic Wallet Share
Protect base from offshore competition & new entrants - Canadian Tire Bank
- Rogers applies for banking license
- Google Wallet announced today
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Financial Services Business Strategies
Commonality across the industry:
Deliver Superior Customer Experience
Protect our Intellectual Property (People)
Enhance product and service offerings
Lower Costs and Increase Productivity
Scalable Infrastructure
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Emerging Technology Trends
Deliver Superior Customer Experience
Branch of the future
Mobile Banking & Payments
Megasite
Remote Deposit
Peer to Peer transactions
Protect our Intellectual Property (People) Work from home
Remote advisor
Data Mining
BYOD
Lower Costs and Increase Productivity Intelligent offers targeted product offers
Cloud computing
Self Service click to chat
Workflow re-engineering & automation - http://www.youtube.com/watch?v=xFz9ptxkIBU&NR=1
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TELUS Financial Services Strategy
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TELUS Focus Areas
To determine where we will invest, we must understand how ourcustomers and their customers want to communicate!
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The Future Financial Services Consumer
2007 & 2009 surveys of Canadian consumers
Executed by IDC on behalf of TELUS
Objectives:
Provide our clients with current Canadian research targeted atunderstanding the future consumer and their communication preferences
Compare trending in customer expectations (2009 vs 2007)
To better understand the issues our clients are facing in servicing theirever demanding customers
To provide guidance within TELUS as to how to position our solutions tohelp our clients delivering better customer experiences
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TheIntegrated
(10%)
SocialNetworkers
(12%)
On theMove(9%)
InternetSavvy(17%)
Strugglers(11%)
Traditional(20%)
Source: IDC, 2009 Percentages represent distribution of Canadian population
Segmentation based on adoption of technology and communication preferencesseems to be a better way to diagnose customer interaction strategies
Survey Results - 7 New Segments To Consider
UrbanEstablished
(21%)
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Segments Differ Dramatically in Their Communication Preferences
Integrated Social
NetworkersOn The Move
Urban
EstablishedInternet
SavvyTraditional
Strugglers
0
20
40
60
80
100
IM Text E-mail Social Networking Personal Site / Blog
2 Key findings;- Age is not a predictor of communication preference- Key growth segments have defined communication preferences ... isyour Enterprise ready?
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How Do Banks Compare?
105
86
131
144
51
63
140
114
100
123
111105
71
92
97
75
61
101
125
116
93
25
100
175
Integrated Social
Networkers
On The Move Urban
Established
Internet Savvy Traditional Strugglers
Total BMO CIBC Scotia
SEGMENT INDEX SCORE
Note: Index Set To 100 For Each Segment Scores represent relative penetration against index
Source: IDC, 2009
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Trend #1..... Customer Experience Management
Financial Service Organizations are devoting money andresources to improve the overall Customer Experience
Improve quality of service and hence their brand
Retain customers and build loyalty
Increase focus to expand/deepen relationships
Customize and segment their offerings
Sustain long-term growth and strengthen financial performance
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Trend #2..... Flexible Work - What Is It?
Enabling work when and where it is most effective
Remote WorkTeleworkWorkshiftingWorking from homeMobile WorkingPeak ShiftingE-CommutingGreen WorkHome/Near/Off-shoring
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1. Workers prefer it 58% prefer the option vs 32% who prefer to work in the office
Commute times in GTA average 80 mins - longer than NY or LA
2. Its Beneficial for companies Potential employees are attracted to companies who embrace flexible work
Money is the #1 motivating factor for employees seeking work - flexible workarrangements is #2
Employees work harder, are more productive and loyal
3. Flexible work programs are becoming the norm 46% of workplaces currently allow flexible work.
54% of managers who currently dont offer flexible work are willing to do so
Why is Flexible Work So Important?
Harris Decima research tells us....
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The Payoff at TELUS.
TELUS currently employs a comprehensive flexible work
approach that provides a triple bottom line return
People
workforce enabled and 5,000+ home workers daily (1,000+ call centre agents)
Increased morale, decreased attrition/absenteeism, increased talent attraction
13,865 hours of commute time saved
Planet
$122,000 /year in fuel & car maintenance cost savings
CO emissions reduced by 204 metric tons/year
Profit (for TELUS)
40% reduction in real estate and utility consumption 25% reduction in capital build costs
Built in Business Continuity and DR
~$100m in annual savings
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The Business Value ofTELUS Solution Offerings
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TELUS Solution Offerings
TELUS COMMUNICATIONS
LegacyNetwork
Services
PSTNWAN / LANCentrexLong DistanceVoice & FaxServicesCalling CardsVPN Services
NetworkAccess/Diversity
Data CentreInfrastructure
Data Centre HostingServer VirtualizationDesktop Support/Database ServicesHosted Exchange/ OCSStorageSAAS
Business Continuity
Customer ExperienceManagement
Contact Centre TechnologyIVR/Speech AnalyticsQuality and WorkforceMgmtCustomer ExperienceSolutionsWeb IntegrationClick to chat/call
Secure ContractsOff/Near Shore Outasking(Inbound/Outbound Calling,IT and BPO)
Security
Resell of hardwareConsultingManagementVulnerability TestingIdentityManagementResearchManaged F/W
VPN/SSL VPNIDS / IPSPCI Compliance
Health &FinancialServices
Tele-Health HealthSpaceUpopolisAssyst RealEstateAssurePay TaxAnd RemittanceMobile Banking
and PaymentsManaged RetailBanking
UnifiedCommunicationsAnd Collaboration
UnifiedCommunicationsIP TelephonyAudio/WebConferencingVideo Conferencing &TelepresenceWeb Streaming
Digital SignageConsulting, Training
Mobility
Largest &Fastest NetworkMultiplenetworksRemote ABMs
Secure IPconnectivityWAN Back-up
and/orreplacement
Integration and Optimization
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Unified Communications
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Making multiple types of
communications tools workbetter together
Primary Business Drivers
Improving contact managementand productivity - finding theright person or resourceimmediately
Enabling mobile/remote andworkers with the samecapabilities as office workers
Avoiding travel time and costs
Faster decision making throughcollaboration and Integration ofbusiness processes and data(CRM, inventory, productionstatus) with communication tools
Collaborating with customers,partners, and suppliers
The
Aware Network
IP
IP
IP
IP
IP
IP
IP
IP
IPIP
IP
VoiceWorkflowApplications
TeamWorkspaces
Documents& Files
Audio/VideoConferencing
DigitalSignage
Web & DataConferencing
IP
IP
Email
Voice Mail
InstantMessaging
SMS / Text Calendaring
Convergence
Convergence
Convergence
Convergence
What is Unified Communications ?
Web
Streaming
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Canadas Premiere Audio/Video Conferencing Provider
Only full service Coast to Coast
Provider of Advanced Collaboration
Solutions
Over 100 highly trained and industry-certified employees
Full Breadth of Audio/Video Solutions
Complete boardroom design, build,
and integration
Desktop video to TelePresence toaccess to our over 5000 worldwide
public rooms
Managed or un-managed Audio or
Video services
Leveraging over 30 years ofexperience
Polycom CanadaReseller of the year 2008
Platinum Certified Partner
Frost & Sullivan- 2008 NorthAmerican Video ConferencingMarket Leadership Award
Cisco - Global PublicSector Partner of the YearGold Certified Partner
Industry Recognition andCertification
TandbergPlatinum Partner
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Managed Video Conference Services
ServiceLevelAgreements
Reportingand
Optimization
ConferenceServices
SystemImplementation
Services
SystemManagementServices
VideoConferenceSystems
ManagedVideoConferenceServices
Full End-Point Solutions: Desktopto TelePresence
Reliability: Pro-activemanagement, Responsive help
desk, Best practices Consultation,Pre Call Set up, Call launch andproactive monitoring
Easy to deploy: On Demand orHigh Touch Scheduling
Flexibility: Pay per Use, Flat rateplans, Hosted or On-PremiseConferencing infrastructure
Making it as easy as Audio Conferencing
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Digital Signage
Driving efficiency, brand awareness and exceptional customerexperience - all while saving money on posters, travel, training
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TELUS Digital Media Solutions (DMS)
TELUS Digital signage since 2002
Platform Hardwired IP (Cisco), Cellular 3G (Mediatile),
Measurement (CognoVision)
Content partner (Alchemy)
Flat Panels (LG, Sony, Mitsubishi, Samsung)
TELUS Hosted, Software-as-a-Service (SaaS) model
Implementation, Management & Support Equipment, install and network
Partial or fully managed (content and services)
24x7 NOC, content & network expertise
Integration - 30 years A/V experience
Consulting - Strategy, Content, and ROI Exclusive CDN Integrator - Stratacache
Our largest DMS client is streaming video to offices in 40 countries
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Mobility Offerings
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TELUS Key Differentiators
Largest & Fastest network in Canada Cost Control & Cost Certainty
Fully Managed and Integrated Services
Security
Wireless Replacement of Terrestrial Networks
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TELUS National HSPA+ Network Coverage
Largest & Fastest Network in Canada
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Business Applications
Mobile Mortgage Team (Financial Advisors,) Mobile Payments (M-wallet)
Remote ABM Network
Kiosks (PCF Pavillions)
Temporary locations (RSP season)
Flexible Workspace (Hotelling)
Branch Back-up
Wireless Offices (displacement of terrestrial based networks)
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Customer Experience Management
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TELUS Customer Experience Management Overview
Strategy Alignment with Best Practices
Self Serve Knowledge Feedback Surveys
Cloud Monitoring Communities
Agent Desktop Tools E-mail Management Incident Management Chat & Co-browse IVR & Speech Recognition
Knowledge Up sell / Cross sell Analytics Workforce Optimization Manage Agreements & Contracts
We bring together class leading services, applications andinfrastructures..
To enable our clients to achieve industry-leading return ontheir customer experiences, no matter what channel thecustomer chooses to connect
WhyTELUS?
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Solutions Focusing on the Customer Experience
Consulting
Consulting & AdvisoryServices
Contact CentreConsulting
Analysis
Transformation
recommendations
CEM Advisory Future Consumer
Branch of the Future
CEMA
CCS Apps
Contact Centre 3rd
PartyApps
Verint (formerly Witness / Blue Pumpkin) Quality Monitoring
Speech Analytics
Performance Management
Workforce Management
Coaching
NOVO Call Recording
Quality Monitoring
TELUS SSA Hosted IVR
Notifications
Nuance Speech Recognition
Advanced IVR Solutions
Aizan Hosted Voice
CEM
Customer ExperienceManagement
AAS
Agent AnywhereSolutions
TELUS Frontline
TELUS SecureContracts
LiveXchange
Working Solutions
Support Excellence
At Home Agent TELUS International
Flexible Work Styles
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Intelligent Voice Automation
Multi-Channel Agent Desktop
Contact Center Experience
Design
Web Self-Service
Mobile
Chat and Co-Browse
Email Management
Web Experience Design
Support Communities
Innovation Communities
Cloud Monitoring
Social Experience Design
Customer Feedback
Service Sales Marketing
Analytics
KnowledgeFoundation
Enterprise Integration & Extensibility
TELUS Frontline Customer Experience
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Business Value
Retain Your Customers Loyalty Provide a better CE
Monitor & protect brand in the social mediacloud
Garner feedback from Customers
Increase Revenue Cross-sell and up-sell clients
Increase online conversions through live chat andco-browse (up to 20% improvement)
Segmented and leverage targeted emailcommunications
Increase Efficiency Reduce inbound emails by 30 70% (self
service)
Reduce or automate incoming calls by 10 30%(self service)
Reduce AHT (Avg Handling Time) Reduce IT Spend
SaaS model enables quick ROI
No hardware/software to purchase, deploy ormaintain
Fast deployments
2,000+ Enterprise Clients Globally
55% email reduction97% of emails answered in 24 hrs
Saving $1 million per month72% reduction of inbound emails25% reduction in call handle times7X increase in Net Promoter Score
A Software as a Service solution converting paper
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TELUS Secure Contracts
Document Handling
Workflow Engine Digital Signature Enabler
Integration Engine
Functions: Credit Check (Equifax) ID Verification, Legal EntityValidation built right into the agreements
Legal complies with US, Canada and EU laws (Fintrac, IIROC) Secure - hosted by TELUS in a SAS70 compliant, carrier-gradedata-centre
Any Paper Based Process
New Account Opening
Asset Transfers Know Your Client
Account Maintenance/Change
Human Resources
BUSINESS VALUE
Retain Your Customers Loyalty Reduce trips to the branch for simple transactions
On-line self service
Speed to complete transactions (4 days to 1 hr or less)
Increase Revenue Reduce abandoned deals to near zero%
Increase Efficiency
Contract completion time down by 65%
Staff / advisors can handle 2X the transactions
Reduce Costs Avg documents cost $10 to $45, can be lowered to < $2 per
document
SaaS model enables quick ROI (1 to 3 months)
No hardware/software to purchase, deploy or maintain
Paper costs virtually eliminated (purchase, storage, shipping)
Quality of Information Completed documents from 55% to 90%+
Errors down from 40% to 10%
Zero % lost documents
A Software as a Service solution converting paper-based processes to digital, paperless, ones
Over 400 customers in US/Canada
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Security Offerings
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TELUS Understands Security
TELUS and the University of TorontoRotman School of Management jointlydeveloped the largest and mostcomprehensive Canadian study onCanadian IT Security Practices.
Download your copy to gain insight intoyour industry and peers:
http://www.telus.com/securitystudy
Relevant Canadian business content andbenchmarking.
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TELUS Security Services An Extensive Portfolio
TELUS Managed Security
Services (MSS)
Management andMonitoring Solutions
Managed FW/ VPN
Managed SSL-VPN Managed Intrusion
Prevention
Managed Authentication
Email Protection Service
SecureMail encrypted email
Vulnerability Management
Log Retention & Analysis
Desktop Backup service
Managed NAC (TEES)
TELUS Integrated Security
Services (ISS)
Resale, Architecture &Integration
Log Management / SIEM
Network IntrusionPrevention
Multi-factor Authentication
Email Security Appliances
Network Admission Control
Wireless Intrusion
Prevention Security Testing tools
Firewalls & VPNs
Encryption (disk, mobile)
URL filtering
TELUS Consulting Security
Services (CSS)
Governance, Risk,Compliance (SAS)
Security ProgramDevelopment
Security Program Assessment
Systems and ApplicationSecurity (SAS)
Identity Management
Security Testing
Secure SoftwareDevelopment
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Third Party Validation of our Capabilities.
EndCustomers
Manufacturers
Academia
http://www.nbc.ca/bnc/cda/index/0,2672,divId-2_langId-1_navCode-1000,00.htmlhttp://www.symantec.com/index.jsphttp://www.gouv.qc.ca/portail/quebec/pgs/commun/?lang=enhttp://www.sourcefire.com/ -
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Summary
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Canadian Financial Institutions are:
Investing in improved customer experience Technology, training, process improvement, bricks & mortar
Reducing Costs/Improving Efficiency Process re-engineering, cloud computing, virtualization, selective outsourcing
Integrating Emerging Technologies to achieve their business
goals