multi channel integration converting pain points into new opportunities

1. Multi �Channel IntegrationConverting pain points into new opportunities

3. Five Key Banking Trends

4. IBM On Demand Banking Solutions

5. Multi-Channel Transformation

6. Firms Want Customers To Use The Lowest Cost Channels��But Customers Have Their Own Preferences

7. Current Channel Landscape Business Environment Hyper-growth across lines of business; across channels Geographic and demographic expansion M&A, amalgamations, and strategic partnerships Explosion of new products (e.g., award-based credit cards) New channels enabled by technology (e.g., web) Changes in customer buying (price sensitivity) and use patterns (ATMs/remote access) Growing customer sophistication (online banking) The Legacy Heavy investments in channel and LOB systems infrastructure but not in integration The Symptoms Inconsistent customer experience High investment cost for new channels, businesses High operational cost for channel & LOB systems Inability to adapt quickly to external changes New customers driving new uses of channels Inability to support rising transaction volumes

8. Current IT Landscape

9. Duplicate Processes Mean Fragmented Visibility And A Discontinuous Customer Experience Many processes are dedicated by product line and duplicative

10. Example: Account Opening Process Today

11. In A Recent IBM Customer Survey Of US FIs, Smaller Firms Had Higher Rates Of Customer Advocacy And Satisfaction

12. Customer Insight Elements Analytics (segmentation) to empower differentiated propositions Channel empowerment Reduce costs of customer management Data management to support Sales and Service

13. Account Opening: A Better Approach

14. The IBM solution framework features a �closed-loop� approach focused on the customer

15. The IBM Vision: Common business functions, processes, and data reused across all channels

16. Multi-channel Integration Reference Architecture

17. IBM provides a complete reference architecture to implement the processes according to the expected business results

18. Summary Multi-Channel Transformation should enable Bank To know its customer across any channel To proactively be able to assist him with his choice To make assets generate revenue To provide the necessary dynamism in the market place To provide measurable operational efficiency and optimisation

20. MCT: The �To-Be� Vision � Common business functions, processes, and data reused across all channels - In prior slides we have illustrated the business and technology landscape surrounding Multi Channel transformation. Given that retail banks may be somewhere in this landscape, depending on their individual circumstances, how do we as IBM articulate a �to be� Multi Channel vision to our Client banks ?. This slide illustrates how that may simply be accomplished by stating that to be vision encompasses �the reuse of common business functions and processes and data across all the banks channels�. MCT: The �To-Be� Vision � Common business functions, processes, and data reused across all channels - In prior slides we have illustrated the business and technology landscape surrounding Multi Channel transformation. Given that retail banks may be somewhere in this landscape, depending on their individual circumstances, how do we as IBM articulate a �to be� Multi Channel vision to our Client banks ?. This slide illustrates how that may simply be accomplished by stating that to be vision encompasses �the reuse of common business functions and processes and data across all the banks channels�.