PowerPoint Presentation

How to thrive in digital disruptionReinventing core products and services Creating real relationships online the merging of physical and digitalMaking the Brand purpose come alive

Peter Fletcher-Dobson, Digital Strategy Lead

ItsOurs.

2

Worried

3

My story

4

Its the 90s all over again

5

Thatcher resigns in front of world media

6

She cried. It was big news.

7

Thats me! Back row, 18th on right

Banking is an industry undergoing digital disruption. Similar to the music (itunes); news (social media); photography (smartphones); postal (email); accommodation (AirBnB) and even taxi (Uber) industries, thanks to the internet, banking will be unrecognisable in 10 years time.

8

Breaking: Digital disruption hits news

200020071995

9

Revenue impact

10

Industries disrupted by digital

11

Huge increase in FinTech investment

12

Step changes aheadRelevancy with new consumers

Products replaced by platforms

Humanisation of big data

13

Challenge 1: Relevancy77% of millennials more excited by financial services innovation from Google, Apple or Facebook, than a bank

14

Challenge 2: Proposition not product

15

Challenge 3: Humanising dataWhat digital customers want is to be treated like a human being by organisations. They want to be treated with respect, care, dignity and concern.

Jim Stengel, former Global Marketing Officer for Proctor and Gamble

16

Consumer context is changingSource: Windshift (2014)

Qualities of brands that will thriveAttitudeCultureBrand differentiationPerformanceSales and Service ExcellenceSimplicityUtilityDigitalPropositionsData

Customer challenge

Banks are large faceless, self-serving and not people orientated.

I want the convenience of online.

Dont treat me like a number.

Banks are large faceless, self-serving and not people orientated.

I want the convenience of online.

Dont treat me like a number.

19

What are banks for Dad?

20

Our purpose

21

Case Study: Online Relationship Managers

22

Value propositionA good friend who helps you get ahead

Fixes your problems simply without fuss

Does the right thing by you not by the bank

Where you are, whenever, wherever you choose

23

Digitising the relationship

Hi, my name is Sarah. Im your online Kiwibank personal account manager.

Hi, my name is Sarah. Im your personal online banking assistant.

Hi, Im Paul Brock, CEO of Kiwibank. Im writing to you as you are a valued online banking customer and Id like to offer you a special service

24

Hey John!

25

Customer responses

Customer responsesHi Becks. I know this has nothing to do with my banking but thought you would like to know that my daughter in law has beaten the cancer.

After nearly a year, she has won the battle. So we are going to have the happiest Xmas ever.

Once again, thank you for that advance on my account to help them with the travelling to hospital.

I hope you have a Merry Xmas and a Happy New Year.

Recognition

A simply outstanding example of customer driven innovation.

28

Case study: Home Hunter

Daunting paper application process

The Home Hunter brief

Fundamentally reinvent home lendingEnable buyers to buy smarterDigital and data, mobile firstAutomate processes Drive revenueDont add risk

Heres what we built

32

Challenges in creating great experiencePower of cross functional team, co-locatedIntegrating Agile into a waterfall environmentBuilding three times over (native x 2 and web)Pivoting LVR restrictionsLegal and credit involvement mixed successValue of good partners

Recognition

Winner Innovation in Financial & Professional Services

Great example of design that takes a complex, dynamic process, and makes it dramatically friendlier.

Conclusion

Imbue values

Cant do it all on your own

Truly reinventing means deep change

Real people at the centre

Thank you.@peterfd

36