Elisabeth Rizzotti

Head of Direct Channels and Communication

UBI Digital Banking:

a new customer experience

2 2

More than ever,

digital touchpoints

are critical to business

success because they

change consumer

behaviour

3 3

41% Smartphone

penetration

63,5% Internet

users

+88% Facebook users

2014 vs 2010

2006 2007

2010

This change is picking up speed by the minute!

4 4

Everyday millions of people have a digital experience

Smartphone

Users

80% searched for content

70% read/sent e-mail

25% purchased via mobile last year

Active Internet

Users

50% read newspapers

50% purchased online last year

75% used payment cards

Availability h24 Simplicity Personalization Paperless

What do these users expect from online/mobile services?

5 5

How people buy things and services: is something changing?

…nowadays

24/7

shopping

experience

E-commerce

Mobile

payments

Once upon a time…

Shop opening

times

Traditional

shop

Cash

payments

6 6

Facebook is the most popular social media in Italy

15.000.000 Facebook users from

mobile devices

26.000.000 Facebook users

61.500.000 Total Population

7 7

“Bank is no longer

somewhere you go,

but something you

do”

Brett King, “Bank 3.0”

8 8

Customers change, banks have to change with them…

Services availability 24x7

Unique ”control room” with

channels integration

“Ad personam” service

levels to increase customer

satisfaction

Specific price and

characteristics per product

and channel (e.g. low cost,

premium price)

Different mechanics per

channel to sell products and

services and increase cross-

selling

Any desired service or information

is available on any device at a

consumer's moment of need

Customer Bank

9 9

Towards an inter-channel customer management

• Cross channel data management

• Behaviours and needs analysis

• Best action

• Transactions

• Customer

engagement

• Digital

Marketing

• Pre sales

support

• Customer

acquisition

• Transactions

• Cross and Up

selling

• Remote selling

• Non banking

services

• Bank “on your

hand”

• “Push on the go”

message

• VAS

• Relationship

management

• Advisory

• Less low-value

transactions

• Pre and post sale

support

• Lead generation

in branches

• Remote personal

assistant

10 10

The new digital bank roadmap: a “wave approach”

«Starter» «Starter»

Easy City

Premium services for private

& corporate customers

«Starter» «Big Bang» «Evolution»

Public sites

Remote Selling

• New sites

• Simulators

Internet Banking

• New Internet Banking

• Banking APP Model

• PFM

CRM

Payments

UBI Banca on Facebook

Current account

remote selling

• M-POS

• Mobile Payments APP

«Starter» «Big Bang»

11 11

Mobile life: the smartest way to manage payments

Merchants

Mobile POS

Real time

payments

Portable

device

Convenient (vs

traditional POS)

Buyers

Payments App

Real time money

transfer

No cards

requested

Easy and safe

12 12

UBI Banca “goes social”: the new Facebook page

+5.000 fan

May, 12th 2014

+550.000 views

Main objectives

BRAND

AWARENESS

COMMERCIAL

ENGAGEMENT

CONVERSION

13 13

Web sites: the responsive concept

… for all

devices

The same site….

14 14

UBI Banca web site: a brand new customer experience

Rationalise UBI Banca web presence

Strengthen brand awareness

Generate commercial opportunities

After Before

15 15

UBI Banca internet banking: a brand new customer experience

Improve user experience

New look and feel

Generate commercial opportunities

Before

After

16 16

Customers get information and

make transactions through many

different channels

Digital cross-channel

information allows us to better

know our clients

Better knowledge means more

commercial targeted

opportunities

Today

Multichannel CRM

Yesterday

17 17

Premium services (1/2)

PFM & Saving

Wizard

Investments

management

Caring &

Relationship

Digital

transformation

Easy

Life

Easy

City

Improve UBI commercial offer

Gain a competitive advantage

Increase revenues

18 18

Premium services (2/2)

19 19

The new customer experience: cross-channel, anywhere, anytime

Checking his accounts via

app in the early morning,

our customer displays a

targeted offer

8:00 AM

In the early evening, our

customer receives via

email the purchase

confirmation with all related

documents

18:00 PM

Coming back home for

lunch, our customer calls

his remote personal

assistant to get more

information about the offer

and decides to buy the

product directly online

using a digital signature

13:00 PM

20 20

Inter-channel banking: a challenging business

Inter-channel

banking

Banking

“Always on-hand”

Mobile Remote

Advisory

App Mobile

payments

Customer knowledge

Nuovi canali interconnessi

New integrated channels

Customer

Service 1to1 Digital

signature

Advanced

branches

Reducing cost-to-serve

Remote

Selling

PFM Cross

selling

Digital channels as a

selling network

21 21

Accept the challenge…and get ready to run!

The world is changing very fast.

Big will not beat small anymore.

It will be

the fast eating the slow.”

(R. Murdoch)