The Bank of the Future: How Deloitte Powers the Omnichannel Digital Experience
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Transcript of The Bank of the Future: How Deloitte Powers the Omnichannel Digital Experience
Deloitte Digital 1
The Bank of the Future Using Journey Builder to Power Omnichannel Digital Experiences
June 2015
Deloitte Digital 2
Principal– Digital Agency @marksinger
Mark Singer Manager - Marketing Cloud @asaddock
Alicia Saddock Manager - Engage Me Architect @npcingham
Nick Ingham
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Needs
Desires
Behaviors
Intuitions
Intentions
Web Mobile
Sales Enablement
Knowledge Management
Social
Cloud
Exponentials Artificial Intelligence
Home Automation
Digital Cars / Money
Quantum Computing
3D Printing / Manufacturing
IMAGINE, DELIVER & RUN Digital Consulting Agency
Deloitte Digital: © 2015. For information, contact Deloitte Digital. All content protected under nondisclosure and may not be used or reproduced without express permission of Deloitte Digital.
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Engage with the Marketing Cloud architects for implementation tips/tricks.
Explore digital trends in retail banking applications for Marketing Cloud.
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Experience a live demo of the retail banking experience in Journey Builder.
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Increased regulation and risk management
Pressure to innovate business models
Increasingly sophisticated & demanding customers
Changing customer demographics
Technology as a source of competitive advantage
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Growth & Synergies
Sales & Marketing
Data Transparency
Operational Efficiency
Cost Reduction
How to grow markets, create new markets, more effectively, more efficiently, and more engaging?
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Frictionless experiences
Transparency Demystifying complexity
Personalized, insight driven services
Banks are responding with relentless improvements to the experience they provide customers
They are developing more sophisticated technology-enabled models of engagement with their customers that are seamless across devices and channels.
Banks are, in parallel, improving their underlying capabilities to enhance customer offerings, streamline supportive business processes, and speed up decision-making.
Banks are prioritizing programs that use digital to provide measurable improvements to customer experience to drive sales and improve customer retention.
Behave like retailers… Build relationships over products
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Deloitte Marketing Cloud Accelerator
ENGAGEME Email Marketing
Marketing Reporting and Tracking
Bank App for Salesforce CRM
Mobile Marketing
Dynamic App Content
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Sally receives a welcome email from the bank, triggered by her moving to a new address.
Since Sally is a current customer of the bank, she is sent a new credit card application form.
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Sally clicks on the link embedded in the email, directing her to an application form.
After 2 days, Sally is sent a reminder to fill out the application. She completes it and submits it to the bank.
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A task is created in Salesforce alerting the banker the credit card application has been submitted. The banker submits the application for processing.
Sally decides to get started on some home improvement projects and heads to the hardware store. iBeacon technology detects when Sally enters the store.
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Sally is sent a push notification with a personalized offer. She redeems it at checkout.
A few days after visiting the hardware store, Sally receives an email with an offer for a new line of credit.
Sally contacts the bank and secures a home equity line of credit for her kitchen remodel.
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Buy Discovery Engage Service Upsell/Cross-sell Loyalty Advocate Cold
Engagement
Welcome Email
Card Application
Thank you
Branch Contact
App Download
In-store Rewards
Recent purchases email
New Line of Credit
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TIPS AND TRICKS • Understand the experience and the ROI
• Start with highest priority journey
• Keep it simple
• Test, test, test
• Consider the engagement loop & the journey
• Connect online with offline