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The New Frontier: Digital Customer Engagement Jeff Hudock, Senior Product Manager, nCino
Connie Woolard, University Trainer, nCinoDaniel O’Sullivan, Product Design Lead, nCino
June 13, 2018
Suzy Wiseman Elizabeth DyskoRon KeaneDirector of IT & Credit Operations
Santander BankSr. Manager
First National BankVP - Loan Fulfillment
Oxford Bank
T h e N e w F r o n t i e r : D i g i t a l C u s t o m e r E n g a g e m e n t
Daniel O’Sullivan Jeff HudockConnie WoolardnCino University Trainer Product Design Lead Sr. Product Manager
T h e N e w F r o n t i e r : D i g i t a l C u s t o m e r E n g a g e m e n t
Experience Matters
T h e N e w F r o n t i e r : D i g i t a l C u s t o m e r E n g a g e m e n t
Experience Matters
Expectations
T h e N e w F r o n t i e r : D i g i t a l C u s t o m e r E n g a g e m e n t
Reality
T h e N e w F r o n t i e r : D i g i t a l C u s t o m e r E n g a g e m e n t
Why Customers Choose a Bank
Source: Barlow Research Associates, Inc. Middle Market Banking AnalysisT h e N e w F r o n t i e r : D i g i t a l C u s t o m e r E n g a g e m e n t
Omni-Digital
T h e N e w F r o n t i e r : D i g i t a l C u s t o m e r E n g a g e m e n tSource: PwC's 2017 Digital Banking Consumer Survey
Customer Base
T h e N e w F r o n t i e r : D i g i t a l C u s t o m e r E n g a g e m e n t
93%
7%
United States
Banked UnBanked
90%
10%
Western Europe
Banked UnBanked
99%
1%
Canada
Banked UnBanked
“The world's 2 billion unbanked, in 6 charts,” by Camilla Hodgson, Business Insider, August 30, 2017.
Non-Bank Lenders Understand This
* BI Intelligence Small Business Alternative Lending Report, 2016 T h e N e w F r o n t i e r : D i g i t a l C u s t o m e r E n g a g e m e n t
How to Get Started
Plan the journey
Dream big – Start small
Release and iterateT h e N e w F r o n t i e r : D i g i t a l C u s t o m e r E n g a g e m e n t
VisionI d e n t i f y t h e
Dream Big – Start Small
T h e N e w F r o n t i e r : D i g i t a l C u s t o m e r E n g a g e m e n t
Dream Big – Start Small
T h e N e w F r o n t i e r : D i g i t a l C u s t o m e r E n g a g e m e n t
T h e N e w F r o n t i e r : D i g i t a l C u s t o m e r E n g a g e m e n t
Dream Big – Start Small
Design Principles
T h e N e w F r o n t i e r : D i g i t a l C u s t o m e r E n g a g e m e n t
Design Principles
K e e p i n m i n d y o u r
How to Get Started
Plan the journey
Dream big – Start small
Release and iterateT h e N e w F r o n t i e r : D i g i t a l C u s t o m e r E n g a g e m e n t
Plan the Journey
T h e N e w F r o n t i e r : D i g i t a l C u s t o m e r E n g a g e m e n t
Journey Mapping
”It’s about the journey, not the destination.”
Journey Mapping Template Step 1 Step 2 Step 3 Step 4
Actions
Questions
Happy Moments
Pain Points
Opportunities
T h e N e w F r o n t i e r : D i g i t a l C u s t o m e r E n g a g e m e n t
Plan the Journey
T h e N e w F r o n t i e r : D i g i t a l C u s t o m e r E n g a g e m e n t
Plan the Journey
T h e N e w F r o n t i e r : D i g i t a l C u s t o m e r E n g a g e m e n t
T h e N e w F r o n t i e r : D i g i t a l C u s t o m e r E n g a g e m e n t
Plan the Journey
T h e N e w F r o n t i e r : D i g i t a l C u s t o m e r E n g a g e m e n t
Plan the Journey
Plan the Journey
T h e N e w F r o n t i e r : D i g i t a l C u s t o m e r E n g a g e m e n t
Workshops
How to Get Started
Plan the journey
Dream big – Start small
Release and iterateT h e N e w F r o n t i e r : D i g i t a l C u s t o m e r E n g a g e m e n t
Design Principles
T h e N e w F r o n t i e r : D i g i t a l C u s t o m e r E n g a g e m e n t
Measure Success
D o n ’ t f o r g e t t o
Design Principles
T h e N e w F r o n t i e r : D i g i t a l C u s t o m e r E n g a g e m e n t
Release and Iterate
T h e N e w F r o n t i e r : D i g i t a l C u s t o m e r E n g a g e m e n tKofax 2017 Account Opening and Onboarding Benchmarking Study, Digital Banking Report, Issue 249, June 2017.
Roll withthe Punches
P i v o t i n g i s p a r t o f t h e p r o c e s s
T h e N e w F r o n t i e r : D i g i t a l C u s t o m e r E n g a g e m e n t
Release and Iterate
Suzy Wiseman Elizabeth DyskoRon KeaneDirector of IT & Credit Operations
Santander BankSr. Manager
First National BankVP - Loan Fulfillment
Oxford Bank
T h e N e w F r o n t i e r : D i g i t a l C u s t o m e r E n g a g e m e n t
T h e N e w F r o n t i e r : D i g i t a l C u s t o m e r E n g a g e m e n t
Daniel O’Sullivan Jeff HudockConnie WoolardnCino University Trainer Product Design Lead Sr. Product Manager
Questions?
