Consumers’ attitude and benefits of digital banking Importance of real-time customer interaction in digital banking Video Banking goes Prime Time The opportunity for video-enabled interaction to transform retail banking

1. Digital Banking
Ricreare online l'esperienza della filiale: la nuova
sfida del Customer Service

2. Agenda
• Introduction
• Industry Trends and Observations
• Digital banking
• Consumers’ attitude and benefits of digital banking
• Importance of real-time customer interaction in digital banking
• Video Banking goes Prime Time
• Live demo
• Use cases

3. The World is going
Multichannel Online experience, web and mobile, is now part of everybody daily life…
!
• 64% expect to receive real-time assistance regardless of the customer
service channel they use
• 78% say a company’s reputation for customer service is important to
them when choosing to buy from a particular brand
• 75% of respondents would return to a company with excellent service
and 56% would recommend it to family and friends
• 51% of shoppers research online before buying in store
!
…dramatically changing how consumers engage and interact
with brands

4. Digital consumption
!
Total digital consumption has
nearly doubled in the past three
years, led by massive growth in
smartphone engagement.
0
250
500
750
1000
December 2010 December 2013
Desktop Smartphone Tablet
+99%

5. Top Trends For
Customer Service
• Mobile apps set to bypass traditional IVR
• Customers Expect Proactive - RealTime Support
• 2014 will see mobile apps combine with services such as call-back and
web chat to make engagement even easier for customers
• By 2020, smartphones and tablets will account for more than 75 percent
of global online commercial transactions and more than 50 percent of
spend.
Forrester's Top Trends For Customer Service In 2014
Aberdeen’s Looking Ahead: Will 2014 be the Year of Customer-Driven Contact Centers?

6. 4 aspects worth considering for a robust
digital offering in the banking space

7. Single channel preference is
declining as consumers engage
through more channels with their
financial institutions more
frequently,through more
channels.
Consumers are utilizing online,
mobile, tablet in increasingly
different ways. Understanding
how these digital channels fit into
a consumer’s life is key to
developing a successful digital
channels strategy.

8. Global Distribution of Sales Volume
by Channels
Source: Capgemini Analysis, 2011;
Capgemini Bank Executive Survey

9. Nowadays more than half of customers’ interactions
on average took place through online or mobile
channels, ranging from 75% in Norway to 38% in
Mexico
By 2017, an estimated one billion people will use
mobile banking, and it has already become a way of
life for many of us.

10. Key Factors Influencing Banks’
Investments in the Online Channel
Banks will have to focus on
enhancing their web-based
offerings by focusing
on leveraging user data for
improving their cross-sell efforts,
integrating online
channels for enhanced web
experience, and making their
online presence more
sophisticated.

11. Global Online and Mobile Banking
Usage Statistics
Source: Capgemini Analysis,
2012; 2012 Retail Banking Voice
of the Customer Survey,
Capgemini; and World Retail
Banking Report 2012

12. On average more than 50% of
digital consumers are accessing
financial services on a mobile
device in a month.
0
25
50
75
100
BusinessFinance
Newsreaserch
PersonalFinance
Banking
FinancialInformation
Taxes
Trading
111220
31
23
30
41 23
26
28
2648
27
18
6661
52
43
29
4341
Desktop Mobile Both

13. Top 8 reasons to
implement RealTime
Customer Service

14. “Having their questions
answered by a live agent is one
of the most important features
on a website”
(Forrester Research, Inc.)

15. A FULLY INTEGRATED
CLOUD-BASED SERVICE
FOR MANAGING REALTIME INTERACTION
CHANNELS
chat voice videoco-browsingclick2call

17. Chat - PSTN - WebRTC
Real Time Analytics
Collaboration Tools
Easy/deep integration with
CRM eCommerce platforms
3rd party CTI platforms
OPEN API - FRAMEWORK
FULLY INTEGRATED MULTIMEDIA
COMMUNICATION SUITE
Easy yet powerful
High # of concurrent services
A/B testing
CUSTOMER OPERATIONS'
SCALABILITY
Queue Management & Routing
Reporting & Staffing
SERVICE CREATION ENVIRONMENT
Easy App integration
Push notifications
Rich yet optimized user experience
MOBILE
Enterprise class technology Live in 5 minutes

18. Cobrowsing
• HTML5
• No proxy, no session sharing
• P2P over WebRTC
• Remote pointer
• Remote highlight

19. Widgets
• Fully customizable
• Multi domain
• Pop-out
• Media upgrade/downgrade

20. Service Foundry
!
• Multiple foundries:
• HTML5 (desktop)
• HTML5 (mobile)
• iOS
• Android
• Wizard mode for HTML
• Advanced proactivity rules

21. Video Banking
ready for Prime-time

22. Video Banking: The
Opportunity
“As mobile banking adoption accelerates, banks will need to work
harder to develop non-intrusive sales techniques through this
channel or risk losing cross-sales opportunities as customers shift
much of their online and in-person banking to mobile.”
David Hodgkinson, principal advisor for KPMG in the U.K
!
!
“Banks will start to offer video-based services for higher value,
complex sales such as mortgages and investment products”
David M. Brear from Infosys and Accenture

23. Role of Video in
Transforming Retail
Banking
53 percent of U.S. Generation Y consumers use desktop video to
communicate with friends and family, and 41 percent use mobile video.
!
Video is also popular among the over-50 group, with 28 percent using
video to interact with others.
!
44 percent of U.S. private-banking clients said they were “interested” or
“very interested” in using high-definition video to meet with multiple experts
located elsewhere, with a similar proportion stating that they would be
ready to move investments to a firm that offered this service.
!
31 percent of Europeans said they would be “interested” or “very
interested” in using video technology at home to meet with financial
advisers.
!
This group said they want more frequent interaction with their advisers—38
percent under 50 said they want to interact weekly or more.
!
source: Cisco April 2011

24. Use Cases
Remote Adviser
!
Remote Private Banking
!
Remote Concierge
!
Remote Business-to-Business Meetings

25. 75% of Kindle Fire HDX customer questions
now come via the Mayday Button
Amazon Mayday

26. Mayday for the rest of us!
Vivocha Video
SDK

27. LIVE DEMO
https://help-viv.selfservicedemo.com

28. THANK YOU
gferranti@vivocha.com
+393356500035
!
www.vivocha.com
@vivocha