Precision is the Future of Financial ServicesA New Era of Customer and Employee Engagement

Simon Mulcahy

GM Financial Services

@simonmulcahy

Forward Looking Statements

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4th Largest Software Company in the World in 2016

$ 6.62BFY16 revenue guidance

20KEmployees

2013 • 2014 • 20152008 • 2009 • 2010

2011 • 2012 • 2013

2014 • 2015

2011 • 2012

2013 • 2014

2015

Most

innovative

companies

in the world

>10 years of UK and European Financial Services Customer Success

Our Financial Services Strategy

Multitenant Cloud

World’s most trusted

Customer Success Platform

World’s #1 CRM

Four-pillar Strategy

Deep & broad investments in financial services

Financial Services: A Loyalty Crisis

51%

Wealth Management

of investors are dissatisfied with advisor’s ability to meet their needs

Banking

72% of clients would rather bank with Google, etc.

Insurance

30% of Insurance clients are having positive experiences

Less than

Disruptors Now Leading the Way

Aspiration Summit Account “Best Bank Account in America” Time Magazine, 2015

Orange has 1,000 stores, 27 million customers

CEOs in Leading Banks Are Now ReactingFinancial Times: “Beyond Banking: Under Attack on All Sides”

“Our customers are changing.

Digital transformation is no

longer an option – it is a must”

- Henri de Castries, CEO

“Silicon Valley is coming. There

are 100s of startups with a lot

of brains and money working

on various alternatives to

traditional banking.”

- Jamie Dimon, CEO

“We need to be more decisive

and with much more pace — so

that we are leaner and more

agile and more energetic”

- John MacFarlane, Chairman

How do we radically improve the customer experience?

How do we do this at scale and super cost effectively?

How do we radically improve the customer experience?

We Need to Reinvent Financial ServicesGeneric Precision

\1-to-Many

Reactive

Transaction-based

When & how the bank wants

Personalized

Proactive

Goal-based

How they want it

Holy Grail: Effortless Customer & Employee Experience

Customer Effort

Employee Effort

Quarterly wealth review

Insurance claim

Phone call center

Applying for a

mortgage

Deliver the Precision Banking Experience

Analyze and Find the Perfect Response

Capture Real-Time & Life Events

Deliver the Precise Action Proactively and in Context

Location

Digital Activity

Spending

Life Events

Supercharge Advisor Productivity

Deepen Book of Business

Deliver Personal & Proactive Service

Acquire Clients

Trivial Tasks

+17% +24%

Importance of Tasks

Baseline

-50%

IoT

DataScience

Social

Mobile

Cloud

+11%

1-to-1 client relationships

Smarter actions

Engage with clients everywhere

Lightning user experience

2016Introducing

Connecting advisors with clients in a whole new way

Mike CapelleChief Strategy Officer

You are on a Journey Towards Precision

UnifiedUnified view of the customer

Contextual

Proactive

Enriched profiles

Insights for everyone

Increased employee productivity

Apps built as fast as disruptorsCloud Profile Mobile

Engagement Flow Communities Big Data

Journeys Real-timeContext

Analytics

Unified Unified view of the customer

Contextual

Proactive

Enriched profiles

Insights for everyone

Increased employee productivity

Apps built as fast as disruptorsCloud Profile Mobile

Engagement Flow Communities Big Data

Journeys Real-timeContext

Analytics

Predictive Machine learning at scale

Historic Data

…a Supercharged Journey Towards Precision

thank y u