SEIZE THE NOW

THE NEW MEMBER EXPERIENCE

FAST, BRILLIANT & CONNECTED

LET’S REVIEW

• What Is Fast, Brilliant & Connected?

• Mobile & Online Integration

• The Omnichannel Experience: Innovation and Implementation

SOURCE: JIM MAROUS, THE FINANCIAL BRAND

HOW’S THE EXPERIENCE?U.S. CUSTOMER EXPERIENCE INDEX BETWEEN 2015 - 2013

79.5

ALL CUSTOMERS2015 - 2013

DOWN(2.9%)POINTS

76.6 72.2

MILENNIALS

80.1

OTHERS

SOURCE: CAPGEMINI WORLD RETAIL BANKING REPORT 2015

UNLIKELY LIKELY

WILL THEY STAY OR WILL THEY GO?

SOURCE: CAPGEMINI WORLD RETAIL BANKING REPORT 2015

6.3%

8.7%

20.6%

(4.1%)

(3.6%)

(16.5%)

STAY

REFER

BUY

LIKELYHOOD FOR CUSTOMERS TO STAY, REFER, AND BUY FROM THEIR PRIMARY BANK, 2015

INCREASE FROM 2014 DECREASE FROM 2014

STRATEGY

CO-OP MOBILE

MOBILEREWARDS

IN-LOBBY TELLER

ENSURING ENGAGEMENT

KNOW WHAT YOU OFFER?

LEARN HOW TO USE IT?

START RELYING ON IT?

EXPERIENCE CONTINUAL IMPROVEMENT AND NEW IDEAS?

HOW DO THEY...

WHAT DO CONSUMERS WANT?

MOBILE IS A MOTIVATOR

2014 P2P USAGE

2014 P2P TRANSFERS

2014 SWITCHING INSTITUTIONS

SWITCHING INSTITUTIONS NOW

up 100% for young adults. 31% of young adults and 28% of mobile banking users switched financial institutions over the past two years, compared to 20% in 2013.

Half of young adults did a P2P transfer.

Young adults and mobile banking users are now nearly twice as likely as the average U.S. consumer (16%) to have switched.

NEW WAYS TO PAY

MASHUP MOMENTS

SECURITY

MOBILE

ATM

SOCIAL

PAYMENTSLENDING

WEARABLES

VIDEO

BRANCHES

ADVICE/MONEY

MANAGEMENT

SOURCE: CAPGEMINI WORLD RETAIL BANKING REPORT 2015

BRANCHING: OUT?CHANNELS CUSTOMERS USED, BY LIFECYCLE STAGE (%), 2015

48.5%

27.3%

12.7%

8.3%

3.3%

FIRST HEAR

42.4%

30.5%

13.2%

9.7%

4.2%

RESEARCH

52.4%

25.2%

12.3%

8.2%2.0%

APPLY

GEN Y

100%

75%

50%

25%

0%

RES

PO

ND

EN

TS

(%

)

48.5%

27.3%

12.7%

8.3%

3.3%

FIRST HEAR

42.4%

30.5%

13.2%

9.7%

4.2%

RESEARCH

52.4%

25.2%

12.3%

8.2%2.0%

APPLY

OTHERS

SOCIAL MEDIA

PHONE

MOBILE

INTERNET

BRANCH

OR BRANCHING OUT?

REASONS TO CHOOSE