Jaime Dominguez - njbankers.com€¦ · unbanked. They are located around El Paso, TX. • 1...
Transcript of Jaime Dominguez - njbankers.com€¦ · unbanked. They are located around El Paso, TX. • 1...
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Strategic Initiatives
Jaime Dominguez
Strategy Retail Bank and Channels
Bank Solutions
06/09/2016
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© 2015 Fiserv, Inc. or its affiliates. 2
Agenda
• A Changing Market
• Branch Transformation
• Top 5 Concepts for
Transforming
• Q&A
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A Changing Market
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© 2015 Fiserv, Inc. or its affiliates. 4
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It’s not just millennials…
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Changing the Expectations of Customer Experience
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Fiserv – Branch
Transformation
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Banks in General…
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Banks in General: Odeabank
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Problem: Branch Transformation
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Complexities of Branch Transformation
Customer experience
Analysis
Design
People
Networking
Technology
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Advisory
Analysis
Design
Infrastructure Optimization
Enable Sales
Supplier Management
Automation
People
Marketing
Branch Transformation Foundation – Strategic Initiative
Design Note:
Alternative
to using a
chart. A
visual to
show:
Fiserv has
the 2nd
highest
rating across
the industry
– and
making
strides to
take #1
Please see
next slide for
idea of
visual.
Add in
Source:
Customer
Branch Transformation
Experience
We’re offering a
foundation
to help customers
navigate
the complexities of a
branch transformation.
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Top 5 Concepts to Consider
as You Transform
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Start With
Your Why
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Why Transform?
Why do we feel our customers
choose us over the competition?
Why do we (and our employees)
work here?
Why do we stay?
Why are we passionate
about our bank?
What is our common goal?
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What?
How?
Ted Talk: The Golden Circle - Simon Sinek
Why?
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Assess Your
People
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What Type of Personnel Should You Look for?
• Highly personable
• Intellectually curious
• Active listeners
• Team players
• Questioning the status quo
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Analyze
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Analyze Every Aspect
• Market
• Household
• Branch Network
• M&A
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Marketing
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© 2015 Fiserv, Inc. or its affiliates. 22
Market Your Transformation
• Assess your current
digital marketing
channels
• One to One marketing
• Consider holding an
event to highlight the
change or introduce the
new technology
• Educate your customer
base
and marketplace
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Digital Adoption
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Transformed Branch
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Mobile First
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Sample Results
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Sample Industry Results
Bank in Europe
They are transforming 16
branches a week, with 93% to
be complete by 2016.
• 25% increase in customer
satisfaction (17%
improvement)
• 29% drop in customer
reduction (7% improvement)
• 95% kept appointments
(38% improvement)
• 74% of customers had their
needs met (32%
improvement)
Bank in Europe
Their transformation generated
the following:
• 5.7% increase in customers
• 21.7% increase in home-
banking accountholders
• 141% increase in debit
cardholders
• 145% increase in credit
cardholders
• 3bp increase in customer
satisfaction
Credit Union in the U.S.
They focus heavily on under- and
unbanked. They are located
around El Paso, TX.
• 1 million virtual transactions
• $1 billion loan originations
• Largest mortgage originator
in the area
• Growth in community
relationships
• 60% of in-branch sale
interviews occur via virtual
channels
• 12% member-base
growth in just three years
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1 2 3
Summary
Understand your customers’ expectations and
the experience they require. One size does not
fit all
Why are you transforming?
What value will transforming bring to your
customers?
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Any questions…
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Let’s Connect
630-501-1461
Jaime Dominguez
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31
Thank You!