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Rethinking…. Retail Banking Deanna Oppenheimer CEO, CameoWorks @cameoworks Katy Keim CMO, Lithium @katykeim

Rethinking Retail Banking

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Page 1: Rethinking Retail Banking

Rethinking….Retail Banking

Deanna OppenheimerCEO, CameoWorks

@cameoworks

Katy KeimCMO, Lithium

@katykeim

Page 2: Rethinking Retail Banking

1.1B meters

30 meters

Exponential Steps

Linear Steps

2 steps = 2 me-ters

Disruptive Opportunity

0 30Steps

Dis

tan

ce

Page 3: Rethinking Retail Banking

customer retention improved by25%

$10Malong with other customer experience initiatives, Barclaycard Ring contributed to

decreased customer complaints by50%

in annual benefit

Barclaycard Ring’s innovative levels of simplicity, transparency, and service are impacting the way we do business…we believe this is the way all companies will engage with customers in the future.

Paul WilmoreGeneral Manager Consumer Markets, Barclaycard

Page 4: Rethinking Retail Banking

“Listening Week” campaign

600 ideas

submittedin 1 day

1,200 retail branches

equipped with iPads

Page 5: Rethinking Retail Banking

latest indices and traded stocks constantly update within the community

members buy and sell stock directly from within the community, monitor stocks via watch lists, or conduct detailed research

sentiment indicator allow members to discuss stock and alert CommSec if they think it’s a buy, hold, sell, reduce or accumulate allowing the company to measure market, sector and stock sentiment and compare that sentiment to the most traded stock data from ASX

1.

2.

3.

Page 6: Rethinking Retail Banking

Through our community we use a 'member get member' program, which enables people to bring new customers to our business and we are extremely successful with this. Those involved in our community are twice as likely to bring on a friend.

Vincent BoonHead of Community, giffgaff

Google Apple

NPS=73%(Net Promoter Score)

One of the highest scores in the world

75%Of all new

subscribers driven by direct

word-of-mouth

Page 7: Rethinking Retail Banking

Rethinking….Retail Banking

Deanna OppenheimerCEO, CameoWorks

@cameoworks

Katy KeimCMO, Lithium

@katykeim