1

Transform

your business

& your

customers’

experience

Nick Aronson, General Manager Transaction

Banking Solutions, Commonwealth Bank

2

Your customers are embracing new technologies

of world’s data

has been created in the last two years

90%

Social

media

sharing

Positive experiences

make up for 1 unresolved negative experience

12

spent on social media sites14

For every hour an Australian

spends online,

minutes

Sources: Mary Meeker’s Internet trends, 2013, Cisco, HelpScout, GoGlobe & Qmee, Brian Solis’ Future of Business, 2013, KPCB, Advertising Age Mobile Fact pack, 2013, Telstra Smartphone Index, October 2013, Experian, April 2013

has doubled between 2011 and 2013

71%

access internet

on a daily basis

of smartphone users

79%of Australian’s

browse products

on websites or apps

use their devices to

Australian

women spend

per year on their smartphone

21days

Australian

men spend

15days

per year on their smartphone

3

Customer centric approach

Today’s

banking experience

Open to new ideas Continuous evolution to benefit our customers

4

Business innovations

Daily IQSmall

Business app

Alerts Local

Measure

5

Fast

Efficient

Convenient

Makes receiving payments:

Small

Business app

6

Alerts on the go

Real time updates

Pause, reactive, deleteAlerts

7

8

Daily IQ

Track your cashflow

Know your customers

Insight into your business

Insights & analytics

9

Know what your customers are saying about you on social media

Respond to customer feedback in real time

Virtual interaction with customers when they are in-store

Local

Measure

10

Where to from here

EfficiencyBusiness

insights

Security Use

technology

11

Disclaimer

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This presentation is provided solely for the benefit of event attendees and is not to be copied, quoted or referred in whole or in part without written consent from Commonwealth Bank.