The future of banking Mika Burman Götz

“Banking is necessary. Banks are not.” Bill Gates, Founder of Microsoft

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The reality around us

Exceeding

expectations

Cheaper, simpler, faster

Mobility and availability

Personalization

Seamless and

omnichannel

New

technologies

IoT

(Internet of Things)

Robotics

Advanced analytics/

AI/Machine Learning

Big data and

computing power

Digital interfaces

What we set out to do - 2015

To deliver world class service to our customers

Focus areas

2. Digitise customer journeys 1. Reinvent service model 3. Create sustainable value

Target: #1 by customer satisfaction 7

SEB Experience Center

https://seb-amelia-dev3.ipsoft.com/Amelia/

New WoW when digitising customer journeys

12

Team Frontend

Team Business

Team Backend

One backlog

From silos… …to cross-functional teams

Business

IT

UX

Common

understanding

New skills

Speed

Create sustainable value

13

Increased sustainability focus in

strategy funds

Svanen-labelled fund

launched

Sustainability integrated in credit policy

SEB Hållbarhetsfond Global launched

Building inhouse capacity to implement strategy

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The journey to…

…deliver world-class service to our customers continues

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