Delivering an Enhanced ATM

and Store Experience

Jonathan Velline

Head of ATM Banking & Store Strategy

© 2013 Wells Fargo Bank, N.A. All Rights Reserved.

Las Vegas

October 21, 2013

Meeting Customer

Expectations

The industry often build multi-channel strategies

around cost savings

3

$1.36

$4.04

$0.61

$0.17 $0.19$0.09

$0.29

$1.78

$0.16 $0.14 $0.14$0.04

$0.0

$0.5

$1.0

$1.5

$2.0

$2.5

$3.0

$3.5

$4.0

$4.5

BranchTeller

ContactCenterAgent

ATM ContactCenter

IVR

MobileBanking

OnlineBanking

Labor Plus IT IT Only

Cost per Transaction by Channel in US Banking: Labor and IT Costs Compared to

IT Costs Only (USD)

Source: CEB Towergroup, October 2012

Channels are mostly fixed costs; average cost per

transaction doesn’t always tell the right story

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ATMs byTransaction Count

And, customers use multiple channels; new channels just add to cost to serve.

We need to constantly evolve

our customers’ experiences

Our customers are asking for more – the bar is

being set by experiences outside of our industry

Our competitors are doing more – the bar within

the industry is being raised

Our regulators are demanding more – they’re

focused on the customer too

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The ATM Business at

Wells Fargo

Wells Fargo has a history of ATM innovation

7

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The Wells Fargo You Know Me ATM Introduced in 2007

Immediately address customers

in their preferred language.

My Favorites, three transaction

short-cuts, based on customer

transaction patterns.

Receipts by text or email.

Award winning ATM Cash

Tracker feature helps customer

manage their finances

Charitable Donations provide a

convenient way for customers to

support their community.

Wells Fargo now customizes the entire experience

for every customer at every ATM

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Remembering What Customers do Most

@WellsFargo new set up on the ATMS is freakin AWESOME!!!! good job! #happycustomer

Love the new customized @wellsfargo ATM's!! Knows my typical transactions and even knows my birthday!

Hey @Ask_WellsFargo, I love your new ATM software. It's so easy to use, and the "most used" function makes it really to do stuff in a rush!

Services that Make Customers Happy Over 1 billion receipts through text or email

Love the email receipt option at the wellsfargo ATM.

Wells Fargo emails my ATM receipt to me. So awesome

Kudos @wellsfargo for offering emailed receipts from ATM deposits. Very cool!

Gratitude for Community Support Over $3 million raised for charity

.@WellsFargo is doing a wicked cool thing, accepting donations to #HurricaneSandy relief funds at their ATMs!

Stopped at the ATM to get cash. @WellsFargo offered to let me donate to the Red Cross from the ATM so I did. #geniusidea

If you bank @wellsfargo you can donate to #sandy relief at your ATM right now.

Bringing ATMs closer to your customers New NCR SelfServ37 weatherized walk-up ATM

Compact

Full functionality

Weatherized

Goes more places

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The Wells Fargo

Store Experience

Meeting Customer Expectations at the Teller Line Eliminating paper process; consistent cross channel experiences

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Paper Slips Touchscreens

Meeting Team Member expectations for Technology New Teller interface simplifies transaction workflow

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The Neighborhood

Bank

Neighborhood Bank

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Neighborhood Bank Lobby after business hours

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Neighborhood Bank Lobby During Business Hours

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Neighborhood Bank

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Customers can request team member assistance Combining Teller and ATM technology

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Bankers see customer details and can assist

through tablet interface

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Customer Transaction Overview

Account Detail

Transaction Detail

Approval

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Meeting Customer

Expectations

Prioritizing Design by Constituents Start with the user, not the business case

1. Team Members

2. Customers

3. Community

4. Shareholders

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© 2013 Wells Fargo Bank, N.A. All Rights Reserved. Confidential.