Innovation SummitWrap Up

October 2019Paris

Contents Day 1What’s next? Slide no.

JumpNext – Digital Revolution: the calm before the storm 5

Phygital, payments and experience

CaixaBank – Designing the banking of the future 7

Bank Pekao – PeoPay: innovative mobile banking and payments app 8

PayKey & Banorte– Using innovation as a catalyst to integrate banks into users’ digital lives 10

I-AM – Staying relevant in the age of innovation 13

Leadership and managing innovation

BAWAG P.S.K. – How to strengthen the innovative power and challenge the status quo 16

Garanti BBVA – Managing innovation: an oxymoron? 17

Lloyds Banking Group – Moving innovation into exploitation 18

The Financial Brand – Innovation requires new leadership culture 19

Banca Mediolanum - Smart Contracts for Smart BankAssurance 21

Rakbank – From bank ecosystems to customer ecosystems 23

Bancolombia – Adapting and evolving: the keys to corporate entrepreneurship 24

Alior Bank – New "Digital Rebel" Account 26

Crédit Agricole S.A. – A unique ecosystem dedicated to business and innovation 28

Banco Bradesco – “Inovabra” innovation ecosystem and its role in the organization 30

Finastra – Cloud Adoption in Banking: is the momentum building? 32

Challengers, neobanks and what’s next

bnc10 – BNC10, the new neobank that challenges the status quo of neobanks 35

Banco Santander – Using blockchain in international payments 37

D-Rating – Measuring companies' transformation dynamics 39

Krungsri Finnovate – Fintechs are changing life in Southeast Asia 41

Contents Day 2And what’s next? Slide no.

Institute of Next – Disruption is normal…in finance too! 43

Accenture – How to restore growth in the banking sector and generate value from digital 45

Transforming through innovation

Consdata – Key factors in transforming a successful customer journey into bank revenue 47

BNP Paribas – RISK Innovation Office: is it possible to innovate in a control function? 49

ITSCREDIT & Crédito Agricola – Digital Lending Transformation at Crédito Agrícola 51

Always open…innovation, banking

Mizuho Financial Group – Open innovation : how to leverage AI, Blockchain, API, etc. 54

Standard Bank – Innovation Ecosystem through multifunctional internal & external teams 55

BBVA Group – Open banking: what else? 57

McKinsey & Company – Are incumbents the winners? 58

Digital marketing and communication

Desjardins – The end of the marketing conversion funnel 60

Iccrea Banca – Cooperative banking for sustainability: working for a positive impact on the society and the environment 62

Alfa Bank – New stage in the banking transformation 63

What’snext?

Digital Revolution: the calm before the storm

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

Maike StrudthoffInnovation Coach / Futurist / Author / Founder of JumpNext- Digital Innovation Network

1• It took 30 years after invention of electricity to have a measurable/material impact

on growth of economy/wealth – need *complementary innovations*

2• We currently have ideal technological situation for complementary innovations –

growth of computing power, robots, AI, networks

3• Today, where we are standing in terms of the digital revolution, we are in the calm

before the storm

4• Error rates in AI dropping quickly – now down to the same level it is among

humans

5

• AI revolution: shifting from copy & paste of previous business processes, moving to complementary innovations & future growth in the AI space – copy and paste is over, TIME TO RETHINK

6•In order to fly in the AI storm: not necessarily about the technology, but human creativity, can we reinvent the way we are doing business in the future

Phygital,

paymentsand experience

Designing the banking of the future

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

Marc Balastegui

Emerging TechnologiesTeam Leader 1

• They became mobile first - leading online banking. Social scoring is very high for all three of their apps: CaixaBankNow, CaixaBank Pay, CaixaBank Sign

2

• CaixaBankNow app: designed by and for their clients. Part of their mobile emphasis – it is a platform beyond a financial app

3

• Artificial intelligence tool, Neo: first company to introduce a both with AI into their apps, more than 1.000 different answers, +85% confidence index – right now it just reacts, the next step is anticipating and acting on behalf of customers

4• Implemented agyle methodology from top to bottom in the bank

PeoPay:innovative mobile banking and payments app

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

Bartosz Zborowski

Head of Innovation and PaymentsDepartment 1

• Customers are a lot more demanding – so they decided on a new strategy with digital transformation at the heart of it

2

• Mobile app is only a part of the bigger picture – need to change the whole bank and develop an omnichannel strategy – provide the same, consistent service on every channel

3

• PeoPay: biometric authorization, virtual payment card, variety of “pays” integrated, can see balance before logging on

• Ready to pay contactless immediately after downloading, no need of a physical, plastic card

4

• First bank in Poland to have remote account opening process via selfie

• ~20% of new clients are opening accounts via selfie

Bank Pekao continued:

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

Bartosz Zborowski

Head of Innovation and PaymentsDepartment

Using innovation as a catalyst to integrate banks into users’ digital lives

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

May Michelson

Head of Business Development Europe

Olga Ceja

Director ofInnovation andDigital Channels

1

• Millennials are shifting to spending their time in messaging apps – need to meet and offer to millennials where they are spending their time

2• PayKey allows users to access banking services from within ANY social app

3

• They create personalized, platform-agnostic white label experience for your specific bank

4

• Banorte implemented PayKey with four services: my accounts and cards, pin code for cardless withdrawal, payments and transfers, pay to favorite, and then a promotional message along the bottom

5

• Next phases for Banorte: integrating a chatbot linked to their AI engine and offering CoDi QR payments

PayKey continued:

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

May Michelson

Head of Business Development Europe

Olga Ceja

Director ofInnovation andDigital Channels

Banorte continued:

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

May Michelson

Head of Business Development Europe

Olga Ceja

Director ofInnovation andDigital Channels

Staying Relevant in the Age of Innovation:B by Clydesdale

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

Paul TynanCreative Director 1

• Customers are in complete control of their financial wellbeing and needs - Have gone from Branches #1, Desktop #2, Devices #3…to they reverse order of that in terms of customer priorities

2• Innovation in banking doesn’t stop at just developing an app, an app is now a base

level, it’s the expectation

3• Retail is light years ahead of financial services - talking to their customers in

different ways, beyond buying a product or service

4

• B is a bank based in Manchester – the space is used for concerts, yoga, targets their audience. They reverse engineered a branch space to meet their customers’ needs

5• Recalibrate the role of the branch in the full ecosystem - branch is moving from

functional to being experimental

6• Physical, human interaction, and digital – choreographing the three elements to

work seamlessly together in designing the future bank branch

B by Clydesdale:

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

Paul TynanCreative Director

Leadership and

managinginnovation

How to strengthen the innovative power and challenge the status quo

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

Monika EdlingerSenior ConsultantInnovation & ProjectManagement

Jürgen DostalHead of Products

1

• Growth in core markets

• Customer’s financial well being

• Drive efficiency thru operational excellence

• Maintaining a safe and secure risk profile

2

• Trend_lounge: A platform where employees can put forward their ideas and innovations

3

• Innovation needs management – major challenge is in trying to figure out ways to free up management to innovate instead of simply performing everyday tasks

4• Innovation needs structure, method, and guidance

Managing innovation: an oxymoron?

Confidential presentation displayed at the conference only.

Dara HizverenHead of Innovation

1

• Innovation is deeply linked to creativity and the idea of trying to manage it would somehow kill it

• However, innovation is required for growth: to make more money in the future and survive this day in age

2

• Management has three main roles:

• 1. Define what innovation means for that particular company

• 2. GET THINGS DONE – Find means to realize the ideas that come up.

• 3. Understand what motivates people

3

• 1. Idea platforms

• 2. Idea pitches

• 3. Themed workshops

• 4. Intrapreneurship program

4• Define innovation → get the means → deploy your channels

Exploiting Innovation

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

Michael Anyfantakis

Head Of InnovationDesign 1

• Governance and controls are the immune systems of the banks but fight against innovation and aid challengers who are more nimble and agile

2

• The biggest challenge is culture: culture is not something you just change, it is not something you can just train and read about

• You have to experience and live a culture for a long time

3

• How do you develop a culture? →

• Don’t ask the customer, test using implicit response, ethnographic research

• Don’t play it safe – try and fail, this should be rewarded. Continuously putting into their objectives the requirement to try things

4

• Don’t reuse the things you have used before. Rent and use the new stuff that others have built

• Build throwaway - not to last, you can rent, plug and play, and then rebuild it two years later

Innovation requires new leadership culture

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

Jim MarousOwner and Publisher of Digital BankingReportCo-Publisher of The Financial Brand

1

• Entering a period of banking transformed

• Innovation is at the core of digital transformation

2

• Very few organizations consider themselves innovation leaders

• Biggest and smallest organizations are best positioned for innovation

3

• Innovation leaders are unbelievably higher in ranking their customer experiences

• Innovation is being done for the benefit of the consumer – money is being deployed to enhance the customer experience

4

• Innovation leaders measure KPIs extensively

• If you aren’t measuring results, you aren’t going to get funded

• Commit financially to doing innovation

5

• Core elements of a successful innovation: top management support, active users of advanced technology, are prepared for the future of work, and generating top financial results

Innovation in Retail Banking Report

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

Jim MarousOwner and Publisher of Digital BankingReportCo-Publisher of The Financial Brand

Digital Transformation at Scale

Jean-Yves BrunaDirector - UK

1

• Digital transformation is not just about adding a mobile channel

• About providing results in digital operational excellence

2

• Build a greenfield digital bank

• Core banking renovation and digitization in the cloud

• New digital offers providing “one stop shop” to SME’s

3

• Banks need to determine when they will be a producer...and when will they use a third party service/provider to deliver solutions

Confidential presentation displayed at the conference only.

BancAssurance – The Italian Sandbox

Demetrio MiglioratiInnovation ManagerHead of Blockchain

1

• Blockchain-based smart contracts to cover wide variety of events and risks

2

• Smart insurance platform – available to all players, with the goal to establish a competitive environment

3

• So many different ways this could manifest because it is digitally scalable

• Could open it up to all of your insurance fantasies – can really do many new types of policies

Confidential presentation displayed at the conference only.

From bank ecosystems to customer ecosystems

Frederic de MelkerManaging DirectorPersonal Banking

1

• There is only one value that counts and that is customer value

• Think about how the *customer* is viewing the future

2

• Customers will manage their own data – it’s going to become C2B → Customers will execute fully personalized transactions via AI & Blockchain

3

• Rethink and be more creative. Collaborate in partnerships. Fundamentally change, Let the customer disrupt you. Facilitate – create your own audience.

4

• Tapping customer ecosystem:1. Acquiring → 2. Data analysis → 3. Hyper personalization → 4. Sale – activate – drive spend

Confidential presentation displayed at the conference only.

Adapting and evolving: the keys to corporate entrepreneurship

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

Juan FrancoPlink Director

1

• Plink gives merchants insights into their customers and creates strategies that will return customers

• Relevant offers based on a deep customer knowledge, know what they like and don’t like based on their transaction history

2

• The bank seeks transformation of the traditional banking business models by creating new ecosystems: life, habitat, mobility, and business

3

• What they have learned:1. Involve sponsors and staff area → 2. Adapt and evolve (fall in love withyour customer, not your app) → 3. Corporate bravery → 4. Redefine KPI’s →5. Get ready to spend some money

Bancolombia continued:

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

Juan FrancoPlink Director

New “Highly Personal Account”

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

Ewelina GulbinowiczBrand Manager

1

• Polish market is very competitive – a lot of middle-sized banks. Good for customers – makes it difficult for banks

2

• Highly Personal Account: 10 value added services, which customers can add, switch, drop, etc,

• Main innovation is the possibility to switch your services as you need them

3

• How to make customization a success:Keep it simple → Know your customers and your future customers → Make it worthwhile for your customers and profitable to you → Make customizationaccessible → Leave yourself place for change

New “Highly Personal Account”

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

Ewelina GulbinowiczBrand Manager

A unique ecosystem dedicated to business and innovation

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

Benoît BourdinPartners & CA Group connections / International Network @ Le Village by CA

1

• Le village - Ecosystem where startups and innovators can meet

• >220 startups have come through le Village Paris

2

• Idea was to improve the customer experience – could create more personalization, develop for customers offerings

• Capitalize on the opportunities of the new economy

3

• Have a wide diversity of startups in their villages – not only financial services

• They don’t take equity in the startups – it’s just to help them in their journey

4

• Impacts for the CA group: acculturation, collaboration, venture capital, collaboration, communication, organization, business

Le Village continued:

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

Benoît BourdinPartners & CA Group connections / International Network @ Le Village by CA

“Inovabra” innovation ecosystem and its role in the organization

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

Renata PetrovicInnovation & Research Executive 1

• A single strategy is not enough, they have three:1. Digital acceleration2. Digital banking3. Open banking

2

• Built an innovation ecosystem inside – many steps involved: polos to startups to ventures to research to hub to lab to international to habitat

3

• Have developed and integrated products in all operations areas of the bank: fully digital bank, facilities, products purchasing, marketing, digital channels, HR

4

• Because of its size, Bradesco has had a major impact on the whole ecosystem of Brazil

• $50m to invest in startups

• Media exposure exploded thanks to all of these innovation initiatives

“Inovabra” innovation ecosystem and its role in the organization

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

Renata PetrovicInnovation & Research Executive

The Only Way is Cloud

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

Mary ConnorRetail BankingStrategy

1

• We are at a unique moment in retail banking

• Cloud is presenting an unprecedented opportunity

2

• How will banks benefit from the cloud? →

• Operational efficiency, scalability, speed of innovation, market agility, increased business focus, access to ecosystem, Predictability of costs

3• They have laser focus on the deepest and widest suite of API’s – more

consumers, more producers, intelligent apps, more data

4

• Three takeaways:1. Cloud adoption is happening way faster than expected2. Banks are expecting more and more from cloud services 3. Cloud will give them scalability security and capability

Finastra continued:

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

Mary ConnorRetail BankingStrategy

Challengers,

neobanks, and what’s next

BNC10, the new neobank that challenges the status quo of neobanks

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

Albert Llorens

Co-founder & CEO

1

• We have new users of banks with new expectations:

• Instantaneous

• Omnichannel

• Empowered

2

• This also provides new challenges, customers are:

• Overimpressed

• Promiscuous

• Personal

3

• Solution offered by bnc10

• Simple

• Meaningful – right person, right moment, right time – being there for customers when needed

• Customer driven – focus groups, whatsapp, social media, app stores, etc

BNC10, the new neobank that challenges the status quo of neobanks

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

Albert Llorens

Co-founder & CEO

Using blockchain in international payments

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

Manuel CantalapiedraHead Of Innovation

1

• Santander is the most active investor in the fintech space in Europe

• Invested in more than 25 companies

2

• They partnered with Ripple – using their product x-Current – which helps connect nodes in order to make international payments in different currencies

3• Rolling out Pago FX: Transferwise but within Santander

Using blockchain in international payments

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

Manuel CantalapiedraHead Of Innovation

Measuring Companies’ Transformation Dynamics

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

Didier FarjonCEO

1

• Perform 100% outside in performance analysis based on → Digital channels of evaluated banks → Physical/tel channels of evaluated banks → App stores, public sites, forums → Public unstructured data

2

• Transformation Dynamics

• Technologies & innovation

• Operational integration

• Talent attraction

3• At the end of the process, they provide scores, visibility to everyone on a

dynamic platform

4• It is considered a key ratings component in the world of financial services

Measuring Companies’ Transformation Dynamics continued:

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

Didier FarjonCEO

Fintechs are changing life in Southeast Asia

Sam TanskulManaging Director 1

• Eight person team that scours the Southeast Asian market for FinTech companies and innovators to invest in, nurture, support, and grow

2

• Omise – the largest fintech in Thailand

• AirWallex – providing smart cross-border payment technology. Move funds instantly. With a global account

• PeerPower – P2P lending in Thailand

3

• In terms of financial advising, undergoing a transition to robo-hybrid: need human interaction coupled with digital tools

• Krungsri has invested in the best hybrid robo in Thailand: Finnomena

Confidential presentation displayed at the conference only.

And

what’snext?

Disruption is normal…in finance too!

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

Alfons CornellaFounderInstitute of Next

1

• Shakers: people inventing new users and inventing new things in all the new platforms

2

• Banking is becoming a combination of three things:

• Software

• Service

• Value

3

• Value is perceived, not something generated

• This is not about technology – the main issue is value

4• Understand your clients and build the best value equation

Disruption is normal…continued:

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

Alfons CornellaFounderInstitute of Next

Retail banking in the platform economy

Piercarlo GeraSenior ManagingDirectorFinancial Services

1• There is a clear focus on a revenue growth among retail banks

2

• Banks need to operate at new levels – enabling new business models which create “volume” strategy, pursuing the network effect

3

• Banks evolving their modus operandi into →

• Bank as a platform

• Banking as a service

• Capability as a service

4

• Align Innovation Governance with platform economy opportunities

• Define platform/ecosystem strategy and priorities, consistently with business and trust agendas

• Develop appropriate enables, including API factory

Confidential presentation displayed at the conference only.

Transforming

ThroughInnovation

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

Tomasz AmpulaDigitalTransformationExpert

Key factors in transforming a successfulcustomer journey into bank revenue

1

• The average rejection rate in retail banking has increased by 35%

2

• Sales foundations:

• Process digitization and online finalization

• Omni channel

3

• Find the bank processes that are most critical to a bank and its customers and focus on rescuing these

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

Tomasz AmpulaDigitalTransformationExpert

Key factors continued:

RISK Innovation Office: is it possible to innovate in a control function?

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

Danielle WinandyHead of Risk Innovation Office (Chief InnovationOfficer)

1

• They structure their innovation in four key areas: People, expertise, tools, journey

2

• Initiatives:

• Gemba walk to understand employees’ pain points,

• Co-creation workshops – quantum computing, weak signals, women in cyber

• Georisk

3

• Dare to Try: RISK innovation portfolio – dashboard that tracks their innovations, identify innovations, follow up, report, share and re-use

RISK Innovation Office continued:

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

Danielle WinandyHead of Risk Innovation Office (Chief InnovationOfficer)

Digital Lending Transformation at Crédito Agrícola

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

João Lima PintoCEO

Jorge Paulo BaiãoChief Information Officer & Executive Board Member

1

• Challenges in the age of digital lending: loan to deposits ratio → Regulatory compliance → Review of the offer and services → New consumer requirements → Disintermediation of client relationships → contextualalterations

2

• Significant opportunity for operational gains & productivity, products management

• Crédito Agricola collaborated with ITS CREDIT to transform theirdigital lending

3

• Increases in: loan leads Loan volumes, efficiency

• Decreases in: Loan closing time, operating costs, time to launch products

Digital Lending Transformation at Crédito Agrícola continued:

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

João Lima PintoCEO

Jorge Paulo BaiãoChief Information Officer & Executive Board Member

Always open…

innovation, banking

Open innovation: how to leverage AI, Blockchain, API, etc.

Mitsunobu OkuboSenior DigitalStrategist

1

• Supporting workplaces and probono activities in central Tokyo – all within a 5 minutes bicycle of each other

2

• Blue Lab initiative: incubates digitalization intiatives based on identifying their potential for disruption

3

• Successful collaborations include: Smart Wallet → J-coin for smartphone payment → IoT payment platform →Smart stadium (PoC) → Conducting actual trade transactions using blockchain →Mizuho API Ecosystem → Api developer community + finolab (coworking area)

4

• New business development using big data:

• AI score lending: J-score

• AI SME Lending

• AI automated data processing

Confidential presentation displayed at the conference only.

Innovation Ecosystem through multifunctional internal & external teams

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

Khomotso MolabeChief InformationOfficer, Personal & BusinessBanking

1

• They *used* to have an innovation unit at the bank – resulted in one new offering every quarter

• There was a problem with it though: could never get the rest of the organization to innovate at the same pace

2

• So how to get the whole organization to innovate?

• Innovation on crucial client joruneys, innovate ecosystems and must work with all of the partners in an ecosystem,

• They reorganized their entire way of working

3

• Created a balanced innovation portfolio:

• 70% innovation within the bank (stay in the game)

• 20% radical (lead the game)

• 10% disruptive (change the game)

4

• Innovation revamp takeaways:

• Match the right problem with the right solution

• Set up with mutlifunctional teams

• Common goals and measurement

Innovation Ecosystem continued:

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

Khomotso MolabeChief InformationOfficer, Personal & BusinessBanking

Open banking: The next gen growing opportunity

CarlosLopez-MoctezumaGlobal Head of Open banking 1

• The table is set for open banking: why? regulatory pressure, technology evolution, new business models

2

• Bye products – hello experiences – using first principles design to think very differently about how people will access financial services

3

• Digital societies = digital ecosystems. Open and collaborative ecosystems and platforms build a network of new interconnected products and services for users

4

• Open banking requires a change in philosophy that is only possible with support from top management

• It is so much more than just comply, APIs, and monetize

• The creation of fit-to-digital products is one of the biggest challenges

Confidential presentation displayed at the conference only.

Are incumbents the winners?

Fernando FigueiredoExpert Associate Partner London

Mohcine Ouass

Associate Partner Amsterdam

1

• Persistent margin pressures on banks, 60% of banks globally aren’t meeting their costs of capital

2

• Customers are not as loyal – are looking around for alternatives to typical banks to fulfill their financial services needs

3• Banks have things that most fintechs would kill for: money, distribution, clients

4

• Five takeaways:Start with the customer. Always. → Be bold → Fail fast and learn→ Focus on your MVP → Hire Differently

Confidential presentation displayed at the conference only.

Digital marketing

andcommunication

The end of the marketing conversion funnel

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

Eboni BoicelSenior Director, Initiative &Marketing Solution 1

• Digital channels decrease marketing costs and increase reach - but fidelity of clients is declining

2

• Big movement from push marketing to conversational marketing – CONTEXT IS CRUCIAL – finding the right moment to reach out to customers

3

• Using a virtual advisor – accésd – to humanize the interaction

4

• Members are open to receive advice

• Members believe Desjardins is a secure environment

• Reach is a lot more extensive than with any other channel.

• Proximity: can provide solutions that actually meet the members needs

The end of the marketing conversion funnel continued:

CHOOSE ONE: For the full presentation, click here/Confidential presentation displayed at the conference only.

Eboni BoicelSenior Director, Initiative &Marketing Solution

Cooperative banking for sustainability: working for a positive impact on society

Enrico GiancoliHead of Marketing, Analytics & Business Development

1

• Localism is the Future

2

• Successful initiatives:

• Satispay is an app which allows clients to make payments in affiliated shops

• Developing cooperative value even in developing countries: such as a microfinancing project in Ecuador

• Intour: an ecosystem of partners for tourism around Italy

3

• Main challenges in a new era for cooperative banks:

• Inspiration by mutuality value

• Entrepreneurship purpose

• Support to local people and businesses

Confidential presentation displayed at the conference only.

New stage in the banking transformation

Dmitriy VakinHead of Innovationsand ProspectiveDevelopment

1

• How they work with fintech:

• Use their own innovations

• Partnerships with fintechs

• Invest in fintechs through VC’s & private equity

2

• People do not live by the product needs, they close their lifestyle needs and make a number of actions within the customer journeys

3• Undergoing major evolution of channels and business models, from physical

branches to IoT to mobile apps phygital O2O banking

4

• Key business models: super app → lifestyle → customer journey orchestrator →O2O → cognitiva banking, mobile device as a channel

Confidential presentation displayed at the conference only.

Conclusion

The Efma Innovation Summit took place October 14-15, in Paris. Banks, fintechs, and consultancies all discussed the keys to successful innovation during a period of disruption in the financial services sector. At the forefront of many discussions was

the importance and challenges in creating a truly innovative culture within an organization. Speakers also discussed the changing nature of banking consumers,

the next generation of bank branches, and how critical collaboration, especially with fintechs, will be to the future success of banks.

Be sure to check out the list of our upcoming events all around the world: https://www.efma.com/conference/index

Thank you and see you next year at

www.efma.com/bankfintech20