Nikos AnastopoulosSolution Sales Manager, Microsoft Hellas

The financial services landscape is changing

2

Need to adapt to trends in analytics, social, mobile, compliance, the cloud

Data volume is growing 10x every 5 years

10x2010 2015

34% of affluent investors use social media for personal finance & investing purposes

3x

3x expected growth in mobile banking from 2012-2016

3 billion on compliance

The hedge fund industry has spent $3 billion on compliance costs

72% of capital markets firms are considering using the cloud

72%

TechnologyControl & ComplianceMobilityEnterprise socialBusiness Intelligence

Microsoft, “Big Data Booklet”, 2012Cogent Research, “Social Media’s Impact on Personal Finance”, 2013

American Banker, “Mobile Banking will Grow 300%”, 2012

CDW, “Top Tech Trends for Capital Markets in 2014”, 2014

CDW, “Top Tech Trends for Capital Markets in 2014”, 2014

Accenture estimates that banks that effectively build multichannel, social, mobile banking models can double annual revenue growth rate (from 4% to 8+%) in developed markets while reducing cost to serve by 20% or more.

Accenture, “Banking 2016”, 2012, link

ATM/Self Service Kiosks

Service Center

ConnectedDevicesBranch MobileOnline

BankingSocial Media

Innovation in Channels

Personal Financial

Management

Integrated live chat

Complex Product Sales

Cashless

Unattended

Flagship

MobileHTML5

Windows Phone

iOS

Android

Tablets

Xbox

Kinect

Surface

Cash Recyclers

Check Processing

Hybrid Self- Service

Incoming Calls

Web Care Teams

Outbound Marketing

Instant Messenger

Chat

Digital BankCharacteristics and Trends

Component based Banking (Banking as a Service?)Innovative cloud-based products developed through use of big data;

Easy to use APIs that plug- and-play the bank’s processing capabilities into anyone else’s

Supercool, customer-intimate apps that position the bank as the preferred digital relationship for the client.

Digital Core, Access, and SecurityEverything is an access point. ‘Banking’ is no longer about banking money but about banking data and keeping data secure.

The bank of the future will have shifted from being the safe keeper of money to the safe keeper of data

Trust and AttractionDigital banks will build trust around their brands and attract people naturally to become fans and users of the banks’ apps and services, advising them at their point of living

All physical manifestations of the bank are underpinned by a digital internet enablement

Becoming a Digital Bank A digital business strategy needs to be your business strategy-vision

5

Digital-first mindsetWhen everyone in the company embraces what is now digitally possible, the business can respond faster and deliver the experiences customers expect.

Reimagined businessMore than simply digitizing traditional processes, digital transformation requires a complete rethinking of how a business operates in the modern world.

Connected everythingConnecting people, processes, things and data securely across the company is the cornerstone of digital business.

Our Vision for a Digitized World

6

A financial institution must be present in the financial lives of its customers any time, any place, on any device, across any channel…

Banker ProductivityBoost workforce productivity through modern applications, device choice, anytime and secure access, and improved processes

Cloud & Modern Data CenterLeverage private, public and hybrid cloud approaches for greater business agility and to

leapfrog the competition

Customer Experience ManagementImprove customer retention, new growth and organic growth through customer centricity, cross- channel consistency, and improved service levels and sales performance

Business Analytics & Mission CriticalSupport better decision making, risk management and compliance with greater access to BI; and better enable business capabilities with modern IT at lower IT costs

Microsoft initiatives for Digital Banking

7

Devices & Services

Financial Services Portal

8

“Customer First” (Online) Bank of Aegon

9

KNAB leverages Microsoft Platform to fully operate their online bank

Online bank Knab has won the Digital Bank Award for 2015

“Customer First” (Online) Bank of Aegon

10

Financial Dashboard

“Customer First” (Online) Bank of Aegon

11

Digital View on Cash

“Customer First” (Online) Bank of Aegon

12

We help the way the customer wants us to…

Metro Bank – Creating fans, not customers

“We set out to create fans, not customers, that’s our proposition. We want to surprise and delight. We want to be the bank that our customers tell their family and friends about—the bank that offers amazing customer service and has a simple, understandable proposition.”Paul Marriot-Clarke, Commercial Director, Metro Bank

Business goalPut customers first by being convenient, accessible, and personable.

TacticsEquipped its employees with apps to support personalized interactions with customers.

Results•Drive proactive interactions with customers.•Provide deep client insight and improve advisor productivity.•Deliver intelligent offers and custom- built experiences. •Improve customer retention and add new customers.

Productivity – CaixaBank

“We wanted to address the entire sales process within the same flow, the digitised signature allows both parties to sign at the end of the transaction. The signature has the same legal validity and security, providing maximum reliability for us and the customer”Santiago Uriel, Managing Director Programs

CaixaBank video

Private/Affluent Advisors

Private/Affluent Advisors

Corporate RMCorporate RMBranchesBranches

Customer ServiceCustomer Service

Media CentersMedia CentersUse

r do

mai

nsU

ser

dom

ains

Fron

t en

dFr

ont

end

Cen

traliz

ed

Dec

isio

nng

Cen

traliz

ed

Dec

isio

nng

Ana

lytic

al

Ser

vice

sA

naly

tical

S

ervi

ces

Customer (Internet/Mobile

Direct Accesses)

Customer (Internet/Mobile

Direct Accesses)

Sales Productivity ToolSales Productivity Tool Branch SellerBranch Seller Multichannel Customer Engagement Center

Multichannel Customer Engagement Center

Marketing Marketing

Back office Back office

Knowledge ManagementKnowledge Management

Self Service Portals/Apps Self Service Portals/Apps

Business IntelligenceBusiness Intelligence

Advanced AnalyticsAdvanced Analytics

Ent

erpr

ise

Soc

ial C

olla

bora

tion

Ent

erpr

ise

Soc

ial C

olla

bora

tion

Uni

fied

Com

mun

icat

ion

Uni

fied

Com

mun

icat

ion

in

Social Management Social Management Next Best ActionNext Best ActionMarketing & Campaign Management

Marketing & Campaign Management Back Office ServicesBack Office Services

Microsoft supporting Digital TransformationModular view

Powering your digital business with Microsoft

Trusted platform

Reliable connectivit

y

Strategic partner for

digital business

Modern productivity

Connected things

Advanced analytics

Learn more > Microsoft.com/enterprise