docBirgitte Bonnesen, Head of Swedish Banking and Lotta
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Birgitte Bonnesen, Head of Swedish Banking and Lotta
Swedbank – our digitalization journey Birgitte Bonnesen, Head of Swedish Retail Banking Lotta Lovén, Head of Channels, Swedish Retail Banking © Swedbank Our home markets Latvia Sweden Population Private customers Corporate customers Organizations Branches ATMs Cards Employees 9.6m 4.1m 270 000 66 000 314 0* 3.9m 8 482 Population Private customers Corporate customers Branches ATMs Cards Employees 2.0m 1.0m 87 000 48 409 1.0m 1 521 *ATMs are owned and operated by Bankomat AB Lithuania Estonia Population Private customers Corporate customers Branches ATMs Cards Employees 1.3m 1.0m 130 000 40 467 1.1m 2 280 © Swedbank – Online Banking Development Population Private customers Corporate customers Branches ATMs Cards Employees 3.0m 2.0m 89 000 68 521 1.7m 1 953 Customer-centric Delivery Model Guiding principles of this customer-centric model are: • Channels are for customers, they support customer convenience • Channels are segment neutral • We are accessible in different channels and customers can choose solutions they prefer Custom er Other • Channels are not competing, instead they complement each other • Price is the differentiator • Each channel and the whole channel network should be as efficient as possible © Swedbank – Online Banking Development Social 3 Automated offers as cornerstone for efficient offering Customer insight Data Warehouse non-aggregated data Automated offers Unica tool Customer contact history and channel preference Channel integration Interaction Branch, Call Centre I-bank Programming Design Product life cycle events and propensity models Customer life cycle events Customer marketing profiles E-mail Optimizer Channeling Waves Mobile app Follow up Measurement SMS Share of sales (% of total sales) based on automated offers, Dec 2014 Paper mail Consumer Financing Leasing Mortgage Life Insurance Non-Life Insurance Credit Cards Term Deposits 54% 33% 19% 26% 12% 26% 9% • Our competitive advantage is common IT solutions ensuring comparable data cross-border • Automated offers system enables to use big amount of customer data efficiently and target • customers more precisely and dynamically We have a lot of potential for digital sale and service by making the right offering to customers © Swedbank – Online Banking Development 4 What is our recipe for future success? • A consistent omni channel strategy over the group • Full digitalization of basic banking, products and key processes • Development of best in class digital self service – equally for customer and employee • Exploring customer data to generate value add, personlization and effective sales opportunities Customer satisfaction is key - we focus on customer interaction, service and experience – personally and digitally © Swedbank 5 We have already started the journey First release of the new internet bank Top Up – New services Expense Control ~ 700,000 activated users! 2014 2015 2nd place Swedish Mobile bank apps © Swedbank Highlights Swish • • • • • • Online Equity Trade 1995 First Internetbank 1996 First Mobile App 2009 Mobile BankID 2011 Swish C2C payments 2013 Swish C2B payments 2014 91 CSI Our new digital bank - customer and advisor share engagement overview in same user interface Removing the advisor/customer barrier Advisor and customer logs in together to review financial status Customer can continue to engage in personal finances anywhere © Swedbank – Online Banking Development 7 Bring on modern ways of working - merging business and IT in Swedbank LABS © Swedbank – Online Banking Development To summarize – digital is the most important interface for our customers. We keep our focus there. Sweden Baltics 61% use digital channels actively 63% use digital channels actively In average the customers visit the Internet bank 9 times per month and the mobile bank 24 times per month In average the customers visit the Internet bank 13 times per month and the mobile bank 1 time every month Highlights 99% of payments through digital channels in both markets 40% of sales through digital channels in Baltics 80% of fund and 75% of equity trading through digital channels in Sweden 40% market share of Swish users in Sweden We have a digital relationship with almost 80% of the total market in Baltics 78% of Mobile users in Sweden use fully digital id-methods (+17% YoY) © Swedbank – Online Banking Development
