the myth of the “perfect journey” · solve customer problems to delight them cash management...
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11 | Copyright © 2020 Deloitte MCS Ltd. All rights reserved.
The myth of the “perfect customer journey”
22 | Copyright © 2020 Deloitte MCS Ltd. All rights reserved.
Meet today’s speakers
I N T R O
Yvonne Byrne
PartnerDeloitte Digital, Ireland
Simon Judd
Digital Bank LeadDeloitte Digital, UK
Joaquin de Valenzuela
Head of Financial Services –EMEA & LATAM
Salesforce
Gadea de la Viuda
PartnerAbante Asesores
33 | Copyright © 2020 Deloitte MCS Ltd. All rights reserved.
Designing and Orchestrating Human-Centred Customer Journeys
Financial Services firms have become very good at applying Design Thinking techniques to develop
better journeys, with the customer and employee at the centre...
44 | Copyright © 2020 Deloitte MCS Ltd. All rights reserved.
Why don’t more customers rush into purely ‘Digital’ Customer Journeys?
1. How do Customers engage with us?
• DIY • (get out of my way and let me get on with it)
• DIWM• (do it with me, help me when I need it)
• DIFM• (do this for me, I don’t want to try)
2. What do customers expect from the relationship?
• Productivity (task based)• Reciprocity (value exchange)• Partnership (self-improvement)
Financial Services firms often build rigid journeys quickly and find that they’re scripting a journey to nowhere - everything breaks down when
the customer does the unexpected. There is still the need to significantly improve our understanding of customers and how they want to
engage with us…
Recognition(Behavioural biases determine whether we understand and accept our financial situation and needs)
Readiness(Digital confidence andfinancial literacy can determine how ready we are to interact or self serve online)
Receptivity(Trust and risk aversion can
determine how far we believe in products or providers as
having our interests at heart)
Resilience(Assets, Product Holdings,
Demographic Profile & Life Events drive our needs &
financial wellbeing)
What do customers want and expect? What should we know about our customers?
55 | Copyright © 2020 Deloitte MCS Ltd. All rights reserved.
The Household View - Meet Sarah and Adam
Sarah and Adam are busy professionals, currently renting but saving to buy a home. Together they live in Bristol and have a medium-sized
savings pot in a joint account, as well as individual current accounts each.
Sarah30, Visual Designer
Sarah has been a customer for the past 9 years.
“I need a responsive service any time, any place. And I expect my bank to know me well by now.”
Behaviour
Income
Savings
Channels
Resilience
Receptivity
Recognition
Readiness
Spend Save
Low High
Low High Low High Low High
Low High Low HighApp Social SMS
Adam32, Sales Associate
Adam became a customer a couple of years ago.
“I need to understand all the options available to me before I make a decision. I prefer to talk to people who I can trust.”
Behaviour
Income
Savings
Channels
Resilience
Receptivity
Recognition
Readiness
Spend Save
Low High
Low High Low High Low High
Low High Low HighF2F Calls Online
66 | Copyright © 2020 Deloitte MCS Ltd. All rights reserved.
Customer Engagement Platforms
Inte
grat
ion
Single Customer Engagement Platform
Single customer view – Data, Analytics & Insight
Systems of Record
Au
tom
ation
Cloud Hosting
Marketing ServiceSales
Financial Inclusion, Financial Assistance, Financial Support
`
77 | Copyright © 2020 Deloitte MCS Ltd. All rights reserved.
Customer Engagement Platforms
Inte
grat
ion
Single Customer Engagement Platform
Single customer view – Data, Analytics & Insight
Systems of Record
Au
tom
ation
Cloud Hosting
Marketing ServiceSales
Financial Inclusion, Financial Assistance, Financial Support
`
Data capture and analysis
Interactions & responses.
Insight drives actions
Data extraction andinsight generation
.
NBA
Insight
Data Extraction
Data Capture
Action
Engage
Interact
How are Organizationsmaximizing opportunities to enable growth and mitigate risk?
Head of Financial Services UKI, EMEA & LATAM
Salesforce Industries
Joaquin de Valenzuela
Statement under the Private Securities Litigation Reform Act of 1995:
This presentation contains forward-looking statements about the company’s financial and operating results, which may include expected GAAP and non-GAAP financial and other operating and non-operating results, including revenue, net income, diluted earnings per share, operating cash flow growth, operating margin improvement, expected revenue growth, expected current remaining performance obligation growth, expected tax rates, the one-time accounting non-cash charge that was incurred in connection with the Salesforce.org combination; stock-based compensation expenses, amortization of purchased intangibles, shares outstanding, market growth and sustainability goals. The achievement or success of the matters covered by such forward-looking statements involves risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, the company’s results could differ materially from the results expressed or implied by the forward-looking statements we make.
The risks and uncertainties referred to above include -- but are not limited to -- risks associated with the effect of general economic and market conditions; the impact of geopolitical events; the impact of foreign currency exchange rate and interest rate fluctuations on our results; our business strategy and our plan to build our business, including our strategy to be the leading provider of enterprise cloud computing applications and platforms; the pace of change and innovation in enterprise cloud computing services; the seasonal nature of our sales cycles; the competitive nature of the market in which we participate; our international expansion strategy; the demands on our personnel and infrastructure resulting from significant growth in our customer base and operations, including as a result of acquisitions; our service performance and security, including the resources and costs required to avoid unanticipated downtime and prevent, detect and remediate potential security breaches; the expenses associated with new data centers and third-party infrastructure providers; additional data center capacity; real estate and office facilities space; our operating results and cash flows; new services and product features, including any efforts to expand our services beyond the CRM market; our strategy of acquiring or making investments in complementary businesses, joint ventures, services, technologies and intellectual property rights; the performance and fair value of our investments in complementary businesses through our strategic investment portfolio; our ability to realize the benefits from strategic partnerships, joint ventures and investments; the impact of future gains or losses from our strategic investment portfolio, including gains or losses from overall market conditions that may affect the publicly traded companies within the company's strategic investment portfolio; our ability to execute our business plans; our ability to successfully integrate acquired businesses and technologies, including delays related to the integration of Tableau due to regulatory review by the United Kingdom Competition and Markets Authority; our ability to continue to grow unearned revenue and remaining performance obligation; our ability to protect our intellectual property rights; our ability to develop our brands; our reliance on third-party hardware, software and platform providers; our dependency on the development and maintenance of the infrastructure of the Internet; the effect of evolving domestic and foreign government regulations, including those related to the provision of services on the Internet, those related to accessing the Internet, and those addressing data privacy, cross-border data transfers and import and export controls; the valuation of our deferred tax assets and the release of related valuation allowances; the potential availability of additional tax assets in the future; the impact of new accounting pronouncements and tax laws; uncertainties affecting our ability to estimate our tax rate; the impact of expensing stock options and other equity awards; the sufficiency of our capital resources; factors related to our outstanding debt, revolving credit facility, term loan and loan associated with 50 Fremont; compliance with our debt covenants and lease obligations; current and potential litigation involving us; and the impact of climate change.
Further information on these and other factors that could affect the company’s financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings it makes with the Securities and Exchange Commission from time to time. These documents are available on the SEC Filings section of the Investor Information section of the company’s website at www.salesforce.com/investor.
Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law.
Forward-Looking Statements
Customer Success Across the Spectrum of Financial Services
Cards & Payments
Retail & PremierBanking
Property & Casualty Insurance
Life Insurance& Annuities
Wealth Management
Mortgage &Lending
Business & Commercial
Banking
Asset Management
Corporate Banking & Treasury Services
Investment Banking
Global Markets
Consumer Institutional
Service
Sales
Success
Partners
Industries
Trailblazers& Reskilling
EmployeeExperience
Analytics
Apps
Commerce
Marketing
Integration
Platform
Mobile Blockchain
Security CommunitiesPrivacy& Identity
Builder Flow
VisionAI Voice
Reward me for my business
Provide me with wealth-building advice
See me as a person
Tell me what I am spending money on and how I can save
Give me anytime, anyplace, access to my balance
Give me access to independent experts when I need them
Allow me to borrow up to an agreed limit at any time Allow me to pay for goods and
services instantly using whatever device
PERSONAS
CUSTOMER UAGENT MYAGENT
Our Vision: A Connected Customer Journey
Searching for a new home
Sends Tweet to get reward
360 Customer View
Paperwork Missing
Completes Prequalification
Data Collecting & Listening
Carl Unengaged Existing Customer
Collecting information and proposals
Geo Location Push Marketing Campaign
Mobile Engagement
Appointment
In-App Chat
Luisa,Branch Agent
In Branch
Mobile Approval
On Line finalization
Appointment
JamesMyAgent
Mobile Support
360 Customer View
Satisfaction Survey
“Industrialized integration”
across channels
Real-time and geo-based
engagement capabilities
A single front-end for 360-degree
customer view and product origination
Paper elimination: fully digital
process
NPS integration in the platform:
constant feedback loop
FinServ will never be the same again
Our actions during this global crisis are essential to keeping the global economy going and will be remembered for years to come [...] We are there for our customers, employees and communitiesin good and bad times – we are a port in the storm.
It is in the toughest of times that we need to use our capital and liquidity to help clients –large and small. COVID-19 is one of those extraordinary times.
Empathy and customer centricity is the new loyalty
“ Jamie DimonChairman and Chief Executive Officer, JPMorgan Chase
Annual Letter to Shareholders, April 6, 2020
*Salesforce Care not included in this presentation. For more information, visit https://www.salesforce.com/solutions/covid-19-response/overview/
COVID-19 Short Term Initiatives
Government Backed Loan Origination
Collections and Debt recoveryHigh volume insurance claims
COVID Critical Business Process
Mobilise Contact CentersRemote Banker
Salesforce Care*
Remote Workers Go Digital
Activate new Channels (Whatsapp/Bots/Self Service)
Reinforce existing ones (Digital Wall, Scheduler)
New Digital Marketing capabilities (Forbearance/Government Unemployment payments)
Effective Collections process is key to keep balance between credit losses and supporting customers in times of need
Moving From Systems of Record to Systems of Intelligence
ERP Data
Financial Systems
Spreadsheets
Financial Services
Cloud
MarketingCloud
Analytics
Quip(Collaboration)
Lightning
Integration
Predictive Behavior
Data Driven Insights
AutomatedTools
Customized Interactions
System of Record
Systems of Intelligence
Salesforce PlatformSystem of Engagement
Reimagining the Collections processProviding Financial Wellbeing
Pre-Collection
Data Management
Contact Strategy
Workload Management
Agree Repayment Plan
Self-Service
Close Case / Recovery
Collections Dashboards
Predictive Insight Triggered Messaging Affordability Assessment Predictive Forecasting
Proactive Education Case Management Track, Alert & Notify Reporting & Analysis
Automated Actions
1:1 Customer Journeys
Single Customer View
Inte
grat
ion
Engage: A True 360 View of the Customer Relationship
360 Customer ViewView customer interactions from Sales, Finance, Customer Service, Tech Support
One PlatformAccess to Invoice Copies, Contracts, Orders, Opportunities
Customer SuccessManage disputes and escalations in one place
Employee PerformanceMilestones, Tasks, and Dashboards guide collectors and provide visibility
FSCService Cloud
Automate: Scale to provide financial support, Drive Growth and Performance
Marketing Cloud
Collections Email 1
Collections Email 2
Collections Email 3
Internal Email
Outbound Call
Suspension Warning
Account Suspension
Automatize Manual Steps
Digital Advisor
Build a Memorable Brand Image
Advise to SellBuild Lasting Relationships
Solve Customer Problems to Delight
them
Cash Management
Becoming Customer Centric is not about asking your customer: it is about making her trust that the organization will be by her side if anything happens. Trust is a sub-product, it is the result of a meaningful relationship
Customer Story – a Spanish-based global BankSolution and Outcome
Account for: - 25-30% of the lending business- 7-10% of the investment businessNPS: 60 (vs 30 in branches)
Outcome
Remote Advisor
Focus on Sales and Customer Satisfaction
750,000 Customers (≃10%)
600 Remote Advisors (former branch RMs)
Different Locations – Remote Offices
• 1 Manager (250 customers)
• 10 Remote Advisors (1.200 customers per advisor)
• Layout (Rounded tables, 3 RAs per table, 2 screens per RA)
Proactive Outbound
Limited Inbound: Same day resolution
Double booking
Extended timetable
“It is the best time ever to change customer journeys”