View
275
Download
0
Category
Preview:
DESCRIPTION
Gavin Jones and Lee Marshall of Salesforce's Financial Services Team present on how FinServ businesses need to transform into Social Enterprises. This deck also has some excellent case studies by Andrew Murrell of Commonwealth Bank of Australia (CBA) who is the General Manager Digital and Social Marketing, Scott Gunther, the Senior Manager, Proposition
Citation preview
Social Enterprise™ for Financial
Services Gavin Jones - Sales Director, Financial Services A/NZ
in/glsjones
Lee Marshall - Principal Sales Engineer, Financial Services A/NZ
1960’s Mainframe Computing
1990’s Desktop Cloud
Computing
2000’s Mobile Cloud
Computing
2010’s Social
Revolution
1970’s Mini Computing
1980’s Client/Server Computing
Data Management
Apps
Business Logic Apps
Process Automation
Apps
Web Apps
Mobile Apps
Social
Apps
Ten Year Computing Cycles 10X more users with each cycle
Financial Services No Different
Bricks and Mortar Banks
Online Banking and Electronic
Payments
Social & Mobile
Currency ATMs and
Inter-bank Exchange
Trusted, Local Personal
Automation, Depersonalization
Self-Service, Paperless
Real-time,
Interactive
We’re In a Time of Change
Click here to add bullets
Social is Shaking Up The Financial Services
Industry
60,000
130,000 followers
Social is Revolutionary
Molly Katchpole
22-year old nanny from Washington, D.C.
Protests $5/month banking fees
What about
your company?
Your clients and
employees are social.
The Social Divide: Clients and Companies
How do Financial Services companies
bridge the social divide?
Delight Customers and Employees In New Ways
Product Social Network
SOCIAL ENTERPRISE
Employee Social Network
Extend
Collaborate
Work
Sell
Service
Customer Social Network
Publish
Listen
Engage
ProductSocial Pro le
More than 5,000 Financial Services firms use salesforce.com
Examples: Global
Institutional & Markets
Wealth Management General Insurance
Banking
Life / Health Insurance
Examples: Australia/NZ
Demo Introduction
Product Social Network
SOCIAL ENTERPRISE
Employee Social Network
Extend
Collaborate
Work
Sell
Service
Customer Social Network
Publish
Listen
Engage
ProductSocial Pro le
• Social Customer Profile for a personalized customer experience
• Providing social insights in a scalable way
• Employee productivity through social business processes
• Radian6 for social analysis and customer engagement
Introduction to Panelists
CBA – Andrew Murrell – General Manager
Digital and Social Marketing
CGU – Scott Gunther – Senior Manager,
Proposition Development
SFDC – Craig Poynton – Strategic
Engagement Manager, Customers For Life
Commonwealth Bank
Social Business
Andrew Murrell General Manager Digital & Social
June 2012 / Cloudforce
andrew.murrell@cba.com.au @CommBank @AndrewMurrell68
15
#1 Online banking
#1 In the youth
segment
53% of all payments
#1 & #2
itunes apps
#1 Social &
1st Real-time
banking
>6.5m
customers
online
>2.0m
customers on
mobile
Leading
contactless
merchants
Relationship
with 1 in 2
Australians
Leading Mobile
Apps across
platforms
#1 Contactless
(5M PayPass
enabled cards)
CommBank Online
16
1 out of 8 Married couples met online
25% of Americans watched a short video on their phone…
2/3
of internet users visit social networks
67,000+ join LinkedIn daily
Twitter Growing at 1382% Growth per year
30% on facebook 50% visiting daily
13 hours of video uploaded to YouTube every minute
830,000+ join Facebook daily
20,000,000 join Facebook fan page every day
2nd most popular website in Australia
25,000, 000,000 items shared by Facebook users every month
48% sharing content
800,000,000 people on Facebook (per day)
9 in 10 Seeking opinions of others
4th
Most Twitter Users
38% Interacted with a brand
Why do we care about Social Business?
• Increasingly customer experience with a brand is being driven through content and social recommendation engines.
• Leadership in paid and natural search is becoming a prerequisite to commercial success (80% of customer purchase journeys start with an online search).
• CBA is the most searched term in financial services in Australia but the impact of social results on those searches is only just beginning.
• By embracing social media platforms, technologies, communities and cultures we CAN drive staff engagement, customer satisfaction and shareholder value.
CommBank Social in 2012
Continue to build the Social platform
Embrace social BI and analytics to increase MFI through targeting of
social activity
Social Support to increase efficiency of scaling online & mobile.
Reduce overall cost of service and support
Improve merchandising of products on mobile devices and web.
Increase customer feedback & input
Leveraging the internal audience
Continue to build and market to communities of interest
19
andrew.murrell@cba.com.au
The Next Frontier:
Social, Mobile, Cloud 2012 Cloudforce – Sydney, Australia June 2012
CGU Insurance
Australia’s largest regional & rural insurer
Major provider of SME & Corporate insurance
Major provider of Workers Compensation insurance
~8% of total Australian general insurance market
Annual Gross Written Premium >$A2.4bn
~14% of total Intermediated general insurance market
Socially Active
Socially Active
Getting Social
CGU Padlock
CGU Padlock
Becoming a truly social enterprise – internal & external 1
2 Gain valuable business insights by listening intelligently
3 Crowdsourcing fresh ideas from biggest influencers
4 More than just text – expanding interactive media
5 Using social in a crisis to turn the frustrated into fans
6 Enhancing metrics & measures to align to business goals
7 Developing targeted lead generation programs
Social Media 2012
State
Broker
Groups
CGU Social Enterprise
CGU Social Media Monitoring
CGU External Collaboration
Customer
A
Customer
B
Digital
Intermediaries
Product
A
Product
C Product
D
Product
B
Social Enterprise
Be Part of the Revolution
Craig Poynton – Senior Manager,
Solution Delivery
Craig Poynton - Senior Manager Solution Delivery
Joined Salesforce in September 2007 after spending a number of years
with CapGemini in the UK as well as some time contracting. Has worked
for Salesforce in New Zealand, Thailand and now based in Sydney.
FinServ Vertical lead in Asia Pacific for Consulting
Experience in both IT and Business in Financial Services. Previous
incarnations have been IFA, Mortgage Broker, Bank Manager & various
Retail Banking roles.
Salesforce Certifications in Sales Cloud, Service Cloud, Advanced Admin
and Developer
Don’t Forget to Submit Your Survey!
Stop by the registration kiosks to complete your session
surveys. We have 200 KeepCups to give away as well as
the chance to win a $500 iTunes voucher!
Thank you!
NSW Permit No. LTPS/12/05010
Recommended