Post on 27-Apr-2018
Empowering the customer journey in retail banking
Introducing:
Rob Parker Australia and New Zealand Banking Group (ANZ)
Stephanie Leroy Experian
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Name: Stephanie Leroy
Role: Director – Originations products
Purpose: Drive the future of our software products to enable business growth and customer satisfaction
Motto: Never stop creating
Known for: Speaking to animals and cooking for charity
©Experian 4 4/20/2017 Experian Public Vision 2017
Name: Robert Parker
Role: Head of Retail Risk Customer Strategy and Infrastructure
Purpose: To leverage data and decision technology across retail credit management lifecycle
Motto: The data will guide us
Known for: Various styles of blue ties
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1. Introduction
2. Key retail banking challenges
3. ANZ retail bank: Powering on with PowerCurve®
4. Share experiences
5. Learnings for you
Contents
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Introduction
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ANZ Bank’s Colin Turner wins Finance Benchmarks gong
February 2016
Common decision platform earns nod
“It's great that our technology is being
recognised for making a difference for our
thousands of customers, and for making a big
difference in their lives and in their banking”
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Key benefits:
“Ready for positive credit reporting”
“Much faster and more automated
credit card system approvals”
“Making a difference for our
1,000’s of customers”
“Easy to use interface for
risk managers”
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• Fourth largest bank in Australia when measured by market capitalization, and largest bank in New Zealand
• Ranked in the top 25 worldwide banks, based on capitalization
• Staff of 50,000 people
• Operational presence in 34 global markets, including Europe and America
• Banking and financial products and services
• More than nine million customers
ANZ bank, founded in 1835
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Key retail banking challenges
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• Retail banking is a high volume, fast-paced business with constant change
• Customer expectations are changing with a greater focus on speed and transparency
• Transactions and requests via digital channels eclipse those of traditional banking channels
• Level of competition and regulatory responsibilities intensifying
• Overwhelming level of data available
Becoming responsive and agile now mandatory
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ANZ retail bank’s challenge Retail banking Infrastructure was outdated (~30 years) and highly fragmented with a plethora of silo and dispirit systems and processes across various products and channels
Rob to present – Too much
text maybe?
Resulting in:
• Highly manual processes within minimal straight through processing
• Time to decision measured in days
• Costly to maintain and difficult to integrate digital channels
• Slow or impossible to implement basic changes to risk policy
• Difficult to obtain data for reporting and analytics
• In-ability to take advantage of upcoming positive credit reporting
Not responsive and agile!
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ANZ retail bank: Powering on with PowerCurve®
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Where do you start?
Limit Management
Credit Card Application
Personal Loan Application
Broker Home Loan Application
Branch Home Loan Application
Auto Loan Application
Business Loans Application
Overdrafts Application
Credit Card Collections
Personal Loan Collections
Home Loan Collections
Auto Loan Collections
Business Loans
Collections
Overdrafts Collections
Credit Card
Scoring
Auto Loan
Scoring
Overdrafts
Scoring
Customer
Scoring
Data Data Data Data Data
Pro
du
ct
Pro
du
ct
Pro
du
ct
Pro
du
ct
Pro
du
ct
Unpicking 30 years of legacy would be near impossible
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Solution: Back to basics At the core, retail banking is three principal functions
Loan money Manage money Recover money
Loan
Origination
Decision
System
Collections
and Recovery
Management
System
Customer /
Account
Management
System Cu
sto
me
r
Shared data
Requiring
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Single platform with specific modules made sense
Loan money Manage money Recover money
Loan
Origination
Decision
System
Collections
and Recovery
Management
System
Customer /
Account
Management
System Cu
sto
me
r
Shared data
PowerCurve® Platform
PowerCurve®
Originations
PowerCurve®
Collections PowerCurve® SM
for Authorization
PowerCurve® Connectivity
PowerCurve®
Customer
Management
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All in one
Originations
Customer management
Strategy management
SM for Real-time
Authorization
Collections PowerCurve®
Better decisions,
faster
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Originations
Customer management
Strategy management
SM for Real-time
Authorization
Collections PowerCurve®
Better decisions,
faster
Business processes (BPM)
Personalized web pages
Bureau and data integration
Activity reporting
Score cards
Business rules
Assisted Design
Strategy reporting
Customer profiles account
and customer level strategies
Transaction level
authorization
strategies
in real-time
Payment plans
Integrated reports
and dashboards
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NEW! PowerCurve® Collections delivers key collections capabilities on a single platform
Self-service
portal
Managed from a single desktop studio
Design studio
Reporting and
insight
Data connectivity
and enrichment
Decision
management
PowerCurve® Collections
Operational
collections workflow
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PowerCurve® Originations
PowerCurve® Connectivity to Multi-Credit Bureaux
Four million transactions processed across four key business portfolios
PowerCurve® Customer Management
PowerCurve® Collections
PowerCurve® journey in ANZ Bank
2013
2015
2018
2014
2017
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2018
Go-live with PowerCurve® Collections platform to support personal loans
Extend PowerCurve® Customer Management for small business and consumer credit cards
Extend PowerCurve® Collections for home lending, small business, consumer credit cards
What’s coming next …
Mid 2017
Go-live with PowerCurve® Customer Management for home loans and personal loans
May 2017
Go-live with PowerCurve® SM for real-time authorizations
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The PowerCurve® platform – Recurring themes
Faster time to revenue, Faster time to market
Big Data and Advanced Analytics
Expanding software delivery and Experian deployment options
Expanding to provide an end-to end platform
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Share experiences
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Strong alignment to solving responsiveness and agility challenge
• Single, simplified platform with modules aligned to credit lifecycle
• High degree of change agility
• Enables business self service to “tune” strategies with precision
• Plug and play style connectivity to pull in rich data sources
• Supports easy connectivity to digital channels
• Supports customer centric decisioning
Why ANZ Bank chose PowerCurve® from Experian
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How our customers benefit
Faster time to approve with real-
time responses
Aggregated limits set at customer level allowing
increased choice and flexibility
Data collected once and re-used
across events
Single collections conversation with
sustainable outcomes
Seamless origination experience agnostic of product and / or
channel
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• Risk managers now self-service updates to credit strategy across credit lifecycle
• Changes deployed in rapid and agile manner
• Single easy-to-use user interface with minimal training overhead
• Ability to execute continuous test and learn programs via champion / challenger approach
• Full audit trail of strategy updates and changes across entire credit lifecycle
Change agility
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New data sources and services can be easily added
Since 2014, ANZ has connected to PowerCurve®:
• Internal customer performance data
• Real-time fraud detection via Hunter
• Property intelligence hub for real-time valuations
• Tri-bureau connectivity for consumer credit bureau
• Dual-bureau connectivity for commercial credit bureau
• Transactional income / expense profile data
• Internal case management workflow tool
Flexibility and extensibility
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Learnings for you
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• Drive for customer centric decisioning
• Harmonize customer functions without re-platforming
• Consolidate different businesses into one unified platform
• Apply this retail banking case study to other vertical markets (i.e., telco, insurance, retail)
Think about opportunities
• Increase business profitability
• Acquire and manage profitable customers
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The PowerCurve® suite…
Make the right customer decisions in dynamic business environments.
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Experian contact:
Stephanie Leroy Director, Originations products Experian, Decision Analytics stephanie.leroy@experian.com
Questions and answers
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