Social Media Enabled

Bank 2.0

Speaker : Leslie Loh

Social Media

Technology & Trends

Gartner’s Significant Technology Trends . .

• Social Computing

• Mobile Computing

• Big Data & Analytics

• Cloud Computing

Social Computing Trend . .

• Billions of Consumer Users and continue growing

• Corporate coming aboard to meet customers needs

• Move from outside to core of business operations

Mobile Computing Trend . .

• 1.6 billion mobile device purchases in 2016

• 40% workforce will be mobile and 2/3 owning

smart phone

• Half of all non-PC devices will be purchased by

Employees

• Android & Apple iOS will dominate smart phone

and tablets market

Big Data & Analytics . .

• Social media & mobile devices driving big data and

analytics growth

• To turn information, or data (structured &

unstructured) into revenue

• By 2013, Big data is forecast to drive US$34B of IT

spending

• By 2015, 4.4 millions IT job will be created to

support Big Data

Cloud Computing Trend . .

• Support utilities SaaS pricing – Combine hardware,

software, data eg Reuters, Salesforce

• High growth rate from 25% to 41% currently

Social Media Technology

Core Components

• Real-time Communication Platform - Bi-directional, Multi-channels & Multi-parties

• Stakeholders Network & Community – Customers, Staff, Suppliers, Customer’s friends etc

• Data analytics & Knowledge Repository – Structured & Unstructured Data

Social Impact on Purchase DecisionSource: The OPEN Brands : Digital Tends for 2011; by Resource Interactive

Bank 2.0

Non Banks acting like “Banks”& providing Superior Experience

Checkout

Credits

Paypal

App Store

New Age Banking & P2P LendingBased on social concepts

KNOW YOUR CUSTOMER – “Outside In” approach

Financial Planning Lifecycle

Dynamic Segmentation

Learning Relationship

Internal Systems

System based Processing

Customer Centric Model

Social enabling traditional banking technology

Enterprise Services

� Corporate

� Finance

� Treasury

� Payments

� Operations

� Fraud / AML

� Technology

Product

Social Enabled CRM

� Customer Insights

� Marketing

� Extended Community

� Knowledge Analytics

Retail / Branch ATM

Social Media Channel

Call Center Internet Mobile

Services

Origination Pricing

Strategy Compliance, etc.

Instruments

Deposits / Accounts Lending

Cards Wealth, etc.

Single Customer Window

Social Onboarding / Product Origination

Prospect (in incept

stage) researches

product on Bank’s

website

He does an

investigation using

social sharing

within his trusted

network (social)

He decides to apply

for the product; he

uses his social

connection and

provides his profile ,

background and

property details.

Prospect zooms into

a property and

selects on a

property after

deliberation

Property portal has

property details;

including geo-

tagged info;

Prospects add it to

his social profile

Bank verifies the

data submitted

including the geo-

tagged information

The system logs all

information

Meanwhile

Prospect social

shares product

information as he is

happy

One of the friends is

a prospective

property buyer &

gets interested with

the Bank’s product

A

The Credit Review

Committee evaluates

the application

Communicates with

the prospect

through social

technologies on

Bank’s website

Origination Process

is approved; Loan is

sanctioned

Customer refers to

his trusted social

network; garners

more prospects to

Bank

A

A

Marketplace

SMECustomers

Payment

Online Store

CustomerManagement

SEO EnabledMicrosite

Customers

Online StoreMarket Place Customer Experience Layer

Bank’s Website

In Summary, Holy Grail of Seamless Customer

ExperienceSource: Peppers & Rogers Group

Operational Excellence

Customized

value proposition

Reputational

Presence

2012/11/20

Thank You

www.sambaash.comLeslie Loh

leslie@leslieloh.net Sambaash Pte Ltd, #44, Jalan Benaan Kapal,

Singapore 399638

Contact Details

+65 9787 1011