Untuk Anda, Bisa

Adopting Emerging Technology to

Drive e-Banking and Customer Experience

to New Levels

Jakarta, October 19, 2016

PT Bank Danamon Indonesia, Tbk.

Terdaftar dan diawasi oleh Otoritas Jasa Keuangan

Do we understand our customers

Steve Jobs subscribed to “don’t ask what your customers want; tell them what they want”.

Understand your customer needs, their journey in banking – whether generational, transactional, gender, income level, consumer, wholesale, etc. The bank has a large quantity of data on customer transactions, behavioral patterns over time, demographic patterns, etc. We have the data, do we know how to use it?

2

PT Bank Danamon Indonesia, Tbk.

Terdaftar dan diawasi oleh Otoritas Jasa Keuangan

Physical to Digital

Changing customer preferences, behaviors, and methods of banking means banks also needs to change. Digital allow banks to offer new services, grow in underserved markets, achieve Omni-channel presence, and automate processes to lower costs. - Customers no longer do all their business in a branch. Customers use

multiple channels to open, use and manage their accounts, resolve issues and receive notifications.

- Banks need to determine the optimal channel mix for each customer – but the customer makes the ultimate choice.

3

PT Bank Danamon Indonesia, Tbk.

Terdaftar dan diawasi oleh Otoritas Jasa Keuangan 4

PT Bank Danamon Indonesia, Tbk.

Terdaftar dan diawasi oleh Otoritas Jasa Keuangan

Meeting your customer needs and delivering propositions via a mix of channel offerings

Business Customer

Mobile

Internet Banking

Corp Internet Banking Corp

Mobile

mPOS

e-Money (cards based)

Cash

e-Wallet

Soc media

NFC POS/Cash Reg

Security APIs Connections Parameters Controls

5

PT Bank Danamon Indonesia, Tbk.

Terdaftar dan diawasi oleh Otoritas Jasa Keuangan

Delivery methodology needs to change

AGILE

DELIVERY

UX DESIGN

STRONG

ANALYTICS

CUSTOMER

JOURNEY

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PT Bank Danamon Indonesia, Tbk.

Terdaftar dan diawasi oleh Otoritas Jasa Keuangan

Successful Implementation requires the right deployment of Technology, Organization & Processes

RIGHT TECHNOLOGY STACK

Seamless Omni-channel Experience

Digital Onboarding

Analytics – real time, personalized

Strong Payment Capability

Straight Through Processing

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PT Bank Danamon Indonesia, Tbk.

Terdaftar dan diawasi oleh Otoritas Jasa Keuangan

Banking in the old world Banking in the new world

New Banking Old Banking

Customer Interaction Points

Branch Opening Hours limited online & 24 x 7, anytime, anywhere

Self Service

Customer Data

Requested multiple times Requested once

Account Opening

Hardcopy form and documents Digital, upload, scan, photos of

submitted manually documents

Customer Service & Sales

Telephone, Branch, Video, chat, self service, customer built

Physical sales visit FAQ & blogs & vlogs

Customers Expectations are changing

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PT Bank Danamon Indonesia, Tbk.

Terdaftar dan diawasi oleh Otoritas Jasa Keuangan

Ecosystem partners provides opportunities to acquire customers, provide enabling capabilities

and enhance overall value proposition.

Offer attractive banking products and

favorable rates

Broaden alliances and financing needs

Provide advanced analytics

Capabilities

Access to the rest of the ecosystem e.g. resources,

partnerships, alliances

Support development of digital

presence

Provide access to customer base &

distribution network

Banking Services

Analytics

Ecosystem Partners

• Companies with large customer / employee base

• Companies with

established

distribution network

• Online retail

marketplaces

• Logistics companies

• Payment & transaction networks

• Social networks

• Data analytics

Acquire Enhance Enable Acquire Enable

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Adopt a customer

acquisition strategy

Enhance & enrich the

overall value proposition

Provide enabling capabilities

PT Bank Danamon Indonesia, Tbk.

Terdaftar dan diawasi oleh Otoritas Jasa Keuangan

Thank You