Why true digital transformation must take place across the entire banking enterprise

©2014 Epsilon. Private & Confidential

Why true digital transformation must take place across the entire banking enterprise

Digital Banking Summit 2015

June 9, 2015

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. All rights reserved.

in the financial services landscape Tectonic shifts

1: Changing consumer expectations and behaviors molded by non-bank experiences

2: Channel proliferation: more media, devices, and disruption 3: Digitization of business and society in general 4: The data deluge 5: The world moves faster than ever

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Digital touchpoints are becoming the primary ways consumers interact and transact with their banks

o Paying bills o Generating feedback

o Checking balances o Looking for information

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Experience & engagement how consumers feel

is shaped by FI abilities to match their digital expectations

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Enterprise-wide digital data transformation The connective tissue between customer understanding and delivery of desired experiences and engagements

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anagement, LLC

. All rights reserved. Single customer view

Connecting systems and processes to optimize customer-centric touchpoints in a consistent way: from cross-channel to omnichannel

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anagement, LLC


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anagement, LLC


The Reality: Many consumer touch points are siloed – resulting in an inconsistent customer experience.

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?

Data about experience and end engagement isn’t available when and where you need it in order to recognize & acknowledge and connect with a customer

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anagement, LLC


Impersonal, functional, one-size-fits-all content is not designed to make an emotional connection with a customer

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anagement, LLC


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anagement, LLC


Providing a connected, robust customer experience is a significant challenge.

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anagement, LLC


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anagement, LLC


Data

Real-time Technology

We deliver real time data at every interaction - stitching together data that’s first party & third party —online and offline, emotional and engagement—authenticated and anonymous to create a robust marketing ecosystem.

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Epsilon 2015 E

psilon Data M

anagement, LLC


Data


Inspiring Creative

Our insight-infused, technology-aware marketing ideas & content drive atomic moments of truth.

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anagement, LLC


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anagement, LLC


Data


Inspiring Creative

Digital Experiences

Our digital platforms are built to share data & content across interaction points

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anagement, LLC


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Epsilon 2015 E

psilon Data M

anagement, LLC


Data


Inspiring Creative

Digital Experiences

Our Insights and Analytics can unlock the full business value ($) that stronger brand connections can deliver.

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How to do it

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Share Pay Resolve problems Return Purchase Compare Research Select brand Identify need

Comms Chat/ consultation Offers Reviews Solution

details Case studies How to Thought leadership

Business needs

Reward Retain Win-back Cross-sell Upsell Engagement Activation Onboarding Prospects

Customers and prospects – all different, expect a fluid journey as they interact with your brand,

across multiple channels and touch points

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Unknown prospect/customer

Identify

Business needs Offers

Purchase

Onboarding

How to

Activation

Research Select brand

For example, a prospect is going to be evaluating brands, researching, learning, evaluating – and ultimately experiencing transacting with your brand for the first time – a very important moment.

Prospects

Thought leadership

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An identified customer already has a relationship with your brand where we are trying to drive revenue, satisfy needs and be a valuable partner as their business evolves. Identified/loyal customer

Purchase

Reward Upsell

Case studies Solution details Reviews Offers Chat/

consultation

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While they are also conducting activities, consuming content and moving along the lifecycle like the prospect, their path and how they navigate the environment is quite different. Identified/loyal customer

Purchase

Reward Upsell

Case studies Solution details Reviews Offers Chat/

consultation

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The solution

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Fluid journeys

Rewarding experiences

Brand messaging

Transactional moments

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anagement, LLC


That is deeply integrated within all systems

Profile management

Program administration

Rewards engine

Transaction processing

Offer management

Real-time decisioning

Points engine

Liability management

Partner management

Web services

Real-time calculations

Reporting and analytics

Global marketing platform

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Master profile

Content authoring and management

Extended into the entire digital experience

Text and rich media content source

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anagement, LLC



Master profile


Serving enhanced experiences based on behavioral, 1st party and 3rd party data

Analytics

Integration layer

3rd party data sources

Analytics

Profile and audience information


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anagement, LLC



Master profile


Integration layer


Made more relevant by targeting solutions

Analytics



Business rules and content testing

Personalization rules, testing and automation

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anagement, LLC



Master profile


Integration layer


And extended into outbound channels

Targeting Touchpoints and interactions


Analytics




Omni-channel communications

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anagement, LLC



Master profile


Integration layer


Enabling meaningful conversation at every touch point across the lifecycle


Touchpoints and interactions

Analytics




Omni-channel communications

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• Comprehensive Strategy – have a plan, your work will be more efficient

• Roadmaps, Program management, measurable goals

• Reduced time to market

• Cohesive Marketing messaging - Content Strategy,

• Improved Call to Action (CTA) results

• For all channels

• Effective spend of your marketing dollars

• Ability to personalize experience for registered & anonymous users (DMP & Analytics)

• Improved analytics (DMP & Analytics) provide new detailed data points for analyzing

• Improved business decisions

• Improved reporting – measurable KPIs

• Quicker reactions to positive and negative events

Business Outcomes

Presented by: Garner Andrews 770-367-4027

[email protected]

For more information: Jessica Carney 214-263-5742

[email protected]

mailto:[email protected]

mailto:[email protected]

Why true digital transformation must take place across the entire banking enterprise

Business

Transcript of Why true digital transformation must take place across the entire banking enterprise