Bradesco
Customer Digital Experience
Maurício Minas EXECUTIVE VICE PRESIDENT
Source: B ra ndFina nce 2015
Rank Brand Name Domicile Brand Value 1 Wells Fa rgo United S ta tes 34,9
2 ICB C China 27,5
3 HS B C United K ingdom 27,3
4 China Cons truction B a nk China 26,4
5 Citi United S ta tes 26,2
6 B a nk of America United S ta tes 25,7
7 Cha s e United S ta tes 24,8
8 Agricultura l B a nk Of China China 22,7
9 B a nk of China China 20,4
10 S a nta nder S pa in 18,7
11 B NP Pa riba s Fra nce 14,9
12 MUFG Ja pa n 14,5
13 B a rcla ys United K ingdom 14,2
14 R oya l B a nk Of Ca na da Ca na da 12,5
15 Bradesco Brazil 12,4 16 J.P. Morgan United States 12,0
17 UBS Swit zerland 11,6
18 TD Bank Canada 11,1
19 Deutsche Bank Germany 11,0
20 Goldman Sachs United States 9,4
21 Capit al One United States 9,4
22 Credit Suisse Swit zerland 9,2
23 It aú Brazil 9,0
24 Morgan Stanley United States 8,9
25 China Merchants Bank China 8,9
(US$ Billion)
Top 25 banking brands
Million Clients 67.8 US$ Billion Market Cap 45.8 U$$ Billion Annual Net Prof it 5.8
Loan operat ions US$ 149 Billion • US$ 103 Billion corporate
• US$ 46 Billion retail
Wealt h management 15 off ices
Consumer f inancing + US$ 31 Billion
Tot al asset s US$ 332 Billion
Cards CAGR 2013 – 2017: 15%
US$ 21.8 Billion billings
110 Million plast ics
Insurance 29% of conglomerate profit s
Source: Economic and Financial Analysis Report – 2Q/2015
8,074 Branches
49,722 Correspondent banking out let s (Bradesco Express)
7% Physical
1 Billion t ransact ions/ mont h
93% Digital
4% 2%
5% 4%
5% 3%
18%
13%
21%
17%
27%
27%
20%
34%
Aug/14 Aug/15
Mobile
Internet B a nking Corpora te
AT M
Internet B a nking Individua ls
B ra nches
B ra des co E x pres s
Conta ct Center
1 B illion tra ns a ctions /month
Unt il
1995 S ingle cha nnel
offer
2008 Multi cha nnel
offer
2010 Cros s cha nnel
offer
2012 Multi cha nnel
2014+ Omnicha nnel
Digita l ba nk (2016)
Cust omer relat ionship development
Business regulat ion and Customer behavior
Analyt ics Big data
Real t ime offer at contact point
Cust omer journey in real t ime, delivering
capt ivat ing experience
Digit al int egrat ion Offer, informat ion, sales
and eff icient digital conversat ion in real t ime
Dat a analysis and Cust omer overall view
Digit al and personalized relat ionship with cont inued experience
R&D Customer experience for cont inuous innovat ion
Cust omer relat ionship int egrat ion
Consumer behavior: f rom phys ica l to digita l proces s
Increase recognit ion t hrough PRESENCE
SELL (whatever t he Bank
wants t o sell)
LOYALTY (t hrough the bank manager)
CRM CR OS S /UP S E LLING
Increa s e recognit ion through DIGIT AL R E L AT IO NS HIP
L O Y AL FO L L O WE R
(functiona lit ies , s ervices …)
P os it ive experience R E CO GNIZ E Cus tomers ’ P R O FIL E S
P E R S O NAL IZ E D s a le (wha tever Cus tomers
wa nt to buy)
CR M CR O S S /UP
S E L L ING (s ocia l media integra tion)
“T ra dit iona l” a pproa ch S E L L FIR S T E NGAGE L AT E R
“Digita l” CR E AT E E X PE R IE NCE AS S OCIAT E S AL E
S ource: B CG Ana lys is
New digita l rea lity Cus tomer ex perience • St rengthens the relat ionship • Increases sales • New business model • New products for the digital universe • Personalized offer
Digit al channels evolut ion • Migrate from expensive to cheaper channels • Need for constant innovat ion • Speed of development /delivery • Transfer the back off ice to the Customer
Int ernal innovat ion
Open innovat ion
Social Net works B ra des co Nex t
AT M
Conta ct Center
Internet
Mobile
Cust omer Localizat ion in t he Branches Welcoming Customers
Int roducing Customers to Managers Sales by inclinat ion
Wi-Fi in t he Branches Digital act ivat ion of Customers
Digit al Advisory Point Managing lines
CRM for physical sales
Bradesco Next
Experiment at ion Customer learning User experience
Digit al t echnology Individual Customer support
PUSH Business
B ra des co Wa llet with NFC
Cha t/video with s pecia lis ts
Mobile
Connect ed car
Check deposit
APIs allowing business t o
be carried out
Wearables
New App Net Empresa
Tagging and CRM AP Is a llowing bus ines s to be ca rried out
M- T oken Digital validat ion of t ransact ions St rat egic
part nerships
Int ernet
Geolocalizat ion
Recycler Money deposit in real t ime
Biomet ry
Prescheduled wit hdrawal via Mobile
Integrat ion of Channels
Int elligent check deposit Clearance by image
ATM
Big Dat a fraud prevent ion
Voice comma nd
Mult i cha nnel s upport Single line (e-mail, SMS, Chat )
Cont act Cent er
Wat son Art if icial cognit ive comput ing Customer support , wealth management and health insurance
Voice biomet ry
Business act ivat ion (CRM/APP Install) Inf luencers
ecosyst em
Brand advocat es Facebook F. Banking Simplif ied t ransfer Crowdfunding Gamif icat ion
Social Net works
UX
St af f prof ile
• Data scient ist • Story-teller (experience designer) • Behavioral psychologist • Risk algorithm s pecia lis t • Community a dvoca cy builder
Da ta a cquis it ion & a na lyt ics
CR M Cus tomer E x perience
S ocia l Networks
Digita l New ga me New s kills
Thank you
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