KBC Bank Ireland

The new world of Retail Banking – “High Tech, High Touch”

Sales Institute of Ireland Annual Conference 22nd May 2013

Head of Distribution KBC Ireland : Pat Watt

KBC has real ambition…and a clear Brand positioning

2

KBC Bank Ireland in 2020

A Top Retail Bank

Leading on Innovation

Customer Service Champion

A Brand Leader

Creative, Customer-Centric & Common-Sense

Irish Consumers Supportive So Far

How to scale efficiently and effectively while maintaining a

personalised approach to sales & service

How to deliver a compelling digital experience underpinned by a

strong, welcoming physical presence

How to engage with our customers at the right time about the

right things through the channel that most suits them

4

Key Distribution challenges

Delivering simple, relevant Banking & Insurance Products

5

Daily Banking

CreditSaving and Investment

Protection

Customers Primary Banking Needs

Through innovative, multi-channel Distribution…& empowered staff

Urban “Hubs”Regional Stores

Agile Distribution

Inside SalesMulti-Skilled

Multi-Tech

Online & Mobile High functionality,

High “Personalisation”

Customer Care First Point Resolution

Multi-Tech

Intermediaries

Customers

KBCI will distinguish ourselves by delivering a distinctive sales & service offering through:

Knowledgeable and empowered staff who consistently deliver friendly, personalised service

and

Innovative, conveniently accessible and integrated physical and virtual channels

Our Distribution channels will be famous for our distinctive service, simplicity and accessibility

Balancing “High Tech, High Touch” Customer Engagement

Pop-up’s

Mobile Advisors

“Retail Hub” Approach delivering Strong, Welcoming & Engaging Physical Presence

Phone & Digital Channels delivering Accessible, Customer Friendly & Innovative Sales & Service

Highly Professional & Friendly StaffCustomer-centric & simple ProcessesHigh levels of PersonalisationStrong but simple Functionality High Channel IntegrationReal-time Customer Engagement

7

Intermediaries

In-Store Capability includes: Meet & Greet

Personal Advisors Digital Media

Virtual Advisors Wi-Fi

TBC

Key Process & IT Enablers - Data Analytics, CRM, Channel Integration , & Lean Processes

8

Delivering with Creativity & Innovation

Innovative Store Design

“Virtual” Advisor

“Agile” Distribution

A Great Team

9

Key Organisational & Leadership Requirements

• Be Customer Focussed

• Be Agile

• Be Restlessly Innovative

• Be Committed

• JDI…!