IBM Commerce for Banking

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C2B Customer to Business

The Future of Commerce for BankingDriving Change in Banking - Engagement in the world of empowered individuals

July 2015

© 2015 IBM

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© 2015 IBM

What has changed in theWorld of Banking Client EngagementCustomers expect you to understand them and for each experience to make them happy, really happy.

An intensified focus on securely moving corporate data in and out of the bank and with payments being processed in real-time.

New entrants embracing a C2B paradigm are impacting the bank’s bottomline .

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of companies say they have or are close to having a holistic view of their customers

of consumers say

their favorite company understands them

Source: The Consumer Conversation – eConsultancy Report, Vanson Broune

Source: The Consumer Conversation – eConsultancy Report, and Financial Brand

And FIS PACE Study

…WHAT BANKING CUSTOMERS SAY

of brands are satisfied with their ability to resolve conflicts with customers

of banking consumers globally believe bank performance meets or exceeds their expectations

WHAT BRANDS THINK…

Satisfaction gap exists …

By 2018, organizations who offer personalization will outsell companies who don’t by more than 30% . And, Banks using Predictive Analytics, increased their total number of customers by 11% versus 8% for non-users.

VoC initiatives that don't share data across the enterprise will compromise customer satisfaction and loyalty measures by 30%.

Banks that are investing in data (analytics), design, and delivery have seen significantly improved click-through rates and higher conversion rates: between 3x and 10x the average .

Customer-to-Business paradigm sets a higher bar

Source: Gartner Research, IBM IBV Study McKinsey and Aberdeen © 2015 IBM5

In their journey to address these challenges, Banking leaders have confronted challenges that face many companies

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Siloed customer experiences across

the customer lifecycle

Complexity and inefficiencies in

managing the explosion of

offerings

Lack of a true omni-channel capability to have a continuous conversation with the customer

Transactional, but not truly collaborative integration with value chain partners and customers

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Gain a deep understanding of your customers to deliver personalized content in context to drive engagement

Collaborate and engage with customers and improve their experience

Deliver secure, intelligent and real-time transactions and payments

Winning needs an integrated approach in banking

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In the front office: • Gain customer insight to act

• Personalize customer interactions and offers

• Provide an omni-channel brand experience

In the back office: • Manage all customer

communications securely

• Provide improved visibility for transaction banking customers

• Deliver smarter and faster payments

Sources: Nucleus Research Provided for illustrative purposes and is not intended to be a guarantee of future growth rates or market opportunity.; Fortune 500 Rankings, and IBM Analysis, and reports from IBM VAN GIODE

350,000+ Global trading entities connected

10 of 10 Top Global Banks are IBM Clients

110 million Messages a day are transferred via IBM Payments

11% savings Companies report an average with IBM Procurement solutions

#1 Banking technology vendor in the FinTech Ranking

IBM Commerce delivers nearly 15x ROI for every dollar spent

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30%of all SWIFT messages are transfer via IBM Payments

Customer Analytics

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Digital Analytics

SocialAnalytics

PredictiveAnalytics

CustomerExperienceAnalytics

CustomerService

Optimization

Cloud and Software Solutions

Dollar BankDollar Bank is using IBM Customer Analytics to provide a high level of service to their customers by having rapid resolution of sticking points in the customer journey.

25SReduction in average contact call center times 30%

Fewer call escalations, increasing customer satisfaction

Marketing

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Digital Marketing

Lead Management

CustomerExperienceAnalytics

JourneyDesign

Omni-ChannelMarketing

Real-TimePersonalization

IBM Marketing Cloud IBM Marketing Software

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BanorteBanorte is using IBM Marketing and Customer Analytics Solutions to deliver personalized content in context across all channels to drive customer engagement.

40% 20%Improvement in operating efficiencies

Return on equity 200

M

USD expected bottom line benefit in the first 24 months

Payments

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CommercialPayments


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Retail Payments

ScotiabankScotiabank uses IBM Business Consulting Services and IBM Payments Management to implement an integrated-payments-service system that supports ongoing growth.

350 %

Increasein online-report volumes

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75 %Reduction in new customer setup time

Rabobank NetherlandsRabobank is using IBM B2B Integration to manage growth of their trading partners cost-effectively and securely exchange files such as ordering cash for ATMs.

66 %

400 %

Faster to onboard new partners

increase in trading-partners over 3 years

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Why choose IBM Commerce?

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Design & Analytics Integration

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Industry Expertise

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Additional Slides

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A good customer experience is non-negotiable

of Financial Institutions believe consumers want a broader choice of payment tools

However, only 17% said implementing new payment options is easy and straightforward

79% 17%

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Taishin International BankTaishin International Bank uses IBM B2B Integration solutions to deliver secure transactions and offer new services.

Productivity and improved customer relationshipsIncreased

JCC Payment SystemsJCC Payment Systems is using IBM Payments solutions to deliver SEPA transaction processing as a service to creditors and banks across Cyprus.

SEPA 250 K

Transaction processing to creditors and banks – enriching its service offering and driving growth

SEPA Direct Debits processed daily at peak times

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IBM Commerce for Banking

Economy & Finance

Transcript of IBM Commerce for Banking