efma banco bradesco
TRANSCRIPT
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Source: BrandFinance 2015
Rank Brand Name Domicile Brand Value
1 Wells Fargo United States 34,9
2 ICBC China 27,5
3 HSBC United Kingdom 27,3
4 China Construction Bank China 26,4
5 Citi United States 26,2
6 Bank of America United States 25,7
7 Chase United States 24,8
8 Agricultural Bank Of China China 22,7
9 Bank of China China 20,4
10 Santander Spain 18,7
11 BNP Paribas France 14,9
12 MUFG Japan 14,5
13 Barclays United Kingdom 14,2
14 Royal Bank Of Canada Canada 12,5
15 Bradesco Brazil 12,4
16 J.P. Morgan United States 12,0
17 UBS Switzerland 11,6
18 TD Bank Canada 11,1
19 Deutsche Bank Germany 11,0
20 Goldman Sachs United States 9,4
21 Capital One United States 9,4
22 Credit Suisse Switzerland 9,2
23 Itaú Brazil 9,0
24 Morgan Stanley United States 8,9
25 China Merchants Bank China 8,9
(US$ Billion)
Top 25 banking brands
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MillionClients74.5
US$ BillionMarket Value54.8
U$$ BillionNet profit 20145.8
Source: Economic and Financial Analysis Report – 4Q/2014
Loan operations
US$ 171 Billion
• US$ 118 Billion in large corporates
• US$ 53 Billion in individuals
Wealth management
15 offices
Data center: Luxemburg
Consumer financing
+ US$ 36.5 Billion (individuals)
Total assets
US$ 389 Billion
Cards
CAGR 2013 – 2017: 15%
US$ 49.7 Billion billing
1,423 Transactions
Insurance
29% of profit participation
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8,145Branches
50,006Correspondent banking outlets
(Bradesco Express)
8% Physical
1 Billion transactions/month
92% Digital
5% 3%
5%4%
6%
4%
21%
15%
23%
19%
26%
27%
14%
28%
Feb/14 Feb/15
Mobile
Internet BankingCorporate
ATM
Internet BankingIndividuals
Branches
Bradesco Express
Contact Center
1 Billiontransactions/month
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Until
1995Single channel
offer
2008Multi channel
offer
2010Cross channel
offer
2012Multi channel
more sophisticated
2014+Omnichannel
Digital bank
Customer relationship development
Business regulation and Customer behavior
CRMBig data
Real time offerat contact point
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Customer journeyin real time, delivering
captivating experience
Digital integrationOffer, information, sales
and efficient digital conversation in real time
Data analysis and Customer overall view
Digital and personalized relationship with continued experience
R&DCustomer experience for continuous innovation
Customer relationship integration
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Consumer behavior:from physical to digital process
Increase recognition through PRESENCE
SELL (whatever the Bank
wants to sell)
LOYALTY (through the bank manager)
CRM CROSS/UP SELLING
Increase recognition through DIGITAL RELATIONSHIP
LOYAL FOLLOWER
(functionalities, services…)
Positive experience RECOGNIZE Customers’ PROFILES
PERSONALIZED sale(whatever Customers
want to buy)
CRM CROSS/UP
SELLING(social media integration)
“Traditional” approachSELL FIRST ENGAGE LATER
“Digital”CREATE EXPERIENCE ASSOCIATE SALE
Source: BCG Analysis
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New digital reality
Customer experience
• Strengthens the relationship
• Increases sales
• New business model
• New products for the digital universe
• Personalized offer
Digital channels evolution
• Migrate from expensive to cheaper channels
• Need for constant innovation
• Speed of development/delivery
• Transfer the back office to the Customer
Internalinnovation
Open innovation
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Social Networks Bradesco Next
ATM
Contact Center
Internet
Mobile
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BeaconWelcoming Customers
Introducing Customers to ManagersSales by inclination
Wi-Fi in the BranchesDigital activation of Customers
Digital Advisory Point Managing lines
CRM for physical sales
Bradesco Next
ExperimentationCustomer learningUser experience
Digital technologyIndividual Customer support
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PUSH Business
Bradesco Wallet with NFC
Chat/video withspecialists
Mobile
Connected car
Check deposit
APIs allowing business to be carried out
Wearables
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Tagging and CRM
APIs allowing business to be carried out
M-TokenDigital validation of transactions
Strategic partnerships
Internet
Geolocalization
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RecyclerMoney deposit in real time
Biometry
Prescheduled withdrawalvia Mobile
Integration of Channels
Intelligent check depositClearance by image
ATM
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Voice command
Multi channel supportSingle line (e-mail, SMS, Chat)
Contact Center
WatsonArtificial cognitive computingCustomer support, wealth management and health insurance
Voice biometry
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Business activation(CRM/APP Install)
Influencersecosystem
Brand advocates
F. BankingSimplified transfer
Crowdfunding
Gamification
Social Networks
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Staff profile
• Data scientist
• Story-teller (experience designer)
• Behavioral psychologist
• Risk algorithm specialist
• Community advocacy builder
Data acquisition& analytics
CRMCustomerExperience
Social Networks
DigitalNew game New skills
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Thank you