How to Benefit from Digital Distruption

How do you earn loyalty from someone you’ve never met?

According to a recent business insider study on banking, nearly 40% of millennials have not set foot inside a physical branch in the last year.*

With digital disruption in full effect, it’s important for banks and credit unions to invest wisely in their online experiences. With the right strategies in place, it’s possible to take control of the digital journey and offer both convenience and the personal touch that will earn long-term loyalty.

Join Qualtrics industry expert Bruce Paul and special guest Kelly McManus from Capital One as they host an interactive webinar.

How to Benefit From Digital Disruption in Banking
Learn how to earn customer loyalty from millennials, and everyone else, in a mobile age where customers are increasingly opting for digital interactions instead of face-to-face visits.

1. How to Benefit from Digital Disruption in Banking

2. ©2016 QUALTRICS LLC. Speakers Kelly McManus Director of Market Research and Customer Experience Capital One Bruce Paul Principal Consultant, Banking and Financial Services Qualtrics

3. Seeds of Disruption The Digital Problems Facing Banks Using Digital to Solve Those Problems Interactive Q&A with Kelly McManus, Capital One ©2016 QUALTRICS LLC. Agenda

4. ©2016 QUALTRICS LLC. Seeds of Disruption Change in banking relationships Loyalty drops, switching increases Branch visits declining Fintech is encroaching Trickle up

5. ©2016 QUALTRICS LLC. Seeds of Disruption Change in banking relationships Loyalty drops, switching increases Branch visits declining Fintech is encroaching Trickle up

6. ©2016 QUALTRICS LLC. Seeds of Disruption Change in banking relationships Loyalty drops, switching increases Branch visits declining Fintech is encroaching Trickle up

7. ©2016 QUALTRICS LLC. Seeds of Disruption Change in banking relationships Loyalty drops, switching increases Branch visits declining Fintech is encroaching Trickle up

8. ©2016 QUALTRICS LLC. Fin Tech

9. ©2016 QUALTRICS LLC. Seeds of Disruption Change in banking relationships Loyalty drops, switching increases Branch visits declining Fintech is encroaching Trickle up

10. ©2016 QUALTRICS LLC. The Problems Customer Relationships > becoming more transactional Customer Journeys > becoming more complex, omnichannel Customer segmentation > becoming more individualized Innovation > becoming much faster

11. ©2016 QUALTRICS LLC. The Solutions Customer Relationships > becoming more transactional Retail: eliminating pain points Commercial & Wealth: encouraging better quarterbacks Call Center: empowering real-time solutions

12. ©2016 QUALTRICS LLC. The Solutions Customer Journeys > becoming more complex, omni-channel Map the paths to resolution Eliminate steps, hurdles Test the results Rinse and repeat

13. ©2016 QUALTRICS LLC. The Solutions Customer segmentation > becoming more individualized Customers are offering A LOT of information Get all the tools working together Measure the change in cost to serve (for your career!) You can be the bank they want

14. ©2016 QUALTRICS LLC. The Solutions Innovation > becoming much faster More testing Faster pilots Cheaper failure

15. ©2016 QUALTRICS LLC. Digital Disruption Directive Forces (and enables) you to measure: Pain points in retail Teamwork in commercial/wealth Empowerment in the call center Journey, not channels Perfect fit, by customer Quickly (fail cheap and fast)

16. Q & A

17. Key stages of the customer journey Application Process Pre-Sales Onboarding Use & Support Cross-sell & Expansion Capture new customer insights instantly on any channel. Drive customer conversion by delivering exactly what customers want. Improve the application process to increase customer satisfaction and drive completion rates. Optimize the onboarding process to ensure new customers are satisfied and responsive to cross-sell efforts. Empower your organization to optimize how it responds to feedback and ensure customer satisfaction by closing the feedback loop. Increase share of wallet and drive cross-sell rates by staying ahead of customer decisions and improving processes that most affect CX. Website & mobile satisfaction Page-level feedback Market research Website feedback Teller CSAT Post-onboarding CSAT Holistic financial evaluation and barriers to conversion Problem incidence & resolution feedback Teller CSAT Post-loan/Line application CSAT Opportunity identification by teller/branch manager Target Outcomes Solutions

18. 8 point INCREASE IN NET PROMOTER SCORE “America First Credit Union has to provide the best possible experience to its members every day. Qualtrics allows us to act quickly on real-time feedback better than any other insights tool we’ve ever used.” - VP Service Quality ©2015 QUALTRICS LLC. “With Qualtrics, insights become action in real-time across our entire organization.” AMERICA FIRST CREDIT UNION + QUALTRICS $14M INCREASE IN REVENUE IN 12-MONTHS Increased revenue by over $14M in 12-months, driven in part by insights acted upon from Qualtrics data which provided organization-wide understanding of member needs and expectations. 50% DECREASE IN COSTS + IMPROVED KPI VISIBILITY AFCU reduced survey and overhead costs by 50% by implementing a single, enterprise research platform, and integrating Qualtrics with Tableau to give all 114 branch managers a performance dashboard. As a result, they’ve gained better-than-ever visibility to the KPIs needed to grow. 5X HIGHER RESEARCH SPEED & 3X PRODUCTIVITY “As a result of Qualtrics, today every one of our branches has the data they need to know exactly what to do to increase their promoters and drive up their NPS. That’s making a real impact for our entire organization. It’s a perfect example of insights to action.”

19. +43 points HUGE INCREASE IN NET PROMOTER SCORE (NPS) 96,000 NEW ACCOUNTS BRINGING $9.3B IN ASSETS IN 2015 50% FASTER RESEARCH FOR 70% LESS COST ON 2-5X VOLUME Integration WITH SALESFORCE AND OTHER APPLICATIONS “Qualtrics makes all the difference. They make our entire organization more efficient, agile and smart.” -Richard Shakarchi , Director of Market Research “We turned our focus to customer-facing enhancements, providing a series of new tools and revamped functionality across our site, trading platform, and mobile apps. E*TRADE is in a better position than it has ever been ,” -Paul Idzik , Chief Executive Officer. “With Qualtrics, E*TRADE executes five times the amount of advertising research—and we do it in half the time for less than one-third the cost. We can’t afford to wait weeks for reports. Qualtrics drives efficiency!” “With Qualtrics, now we can consolidate all our voice of the customer data into a single location by integrating with Salesforce.com.” ©2015 QUALTRICS LLC. “Qualtrics makes our entire organization more efficient, agile and smart.” E*TRADE + QUALTRICS

20. “We use Qualtrics to evaluate our conference and school attendee satisfaction. Our surveys ask attendees to rate speakers/instructors on overall satisfaction and NPS. We are now able to get better information from our attendees, allowing us to make better decisions regarding our programs and schools. By incorporating these insights, our events have grown considerably in the past few years.” America Bankers Association