Your Banking Customers Want You to Get More PersonalDecember 10th 2014

Steven Noels

CTO, NGDATA

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Customer Service Above All Others

42.2%Customer Service

24.3%Bank Location

22.0%Efficient Online

Services

11.5%Financial Rates/Loans

Which quality is most important to consumers when selecting a bank?

Customer Service is Valued Even More Than Financial Rates/Loans

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Do You Understand Your Customers?

Only 20%

are very confident their bank understands them

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Customer Loyalty is Hard to Come by

Knowing your customer drives credibility, and therefore, loyalty

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Retrofit

Time to Change Your Customer Relationship Approach

Customer

Product &

Channel

Wrapper

Product Teams

Branch

Branch-Centered Customer-Focused

journeys

contactcenter

mobile

web

self-Service

socialmedia

branchweb

social

ATM

telesales

Know your customers to exceed their expectations for more valuable customer experiences

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Leverage Existing Customer Information

▪ Use all the information you have

▪ Continuously collect

▪ Transform data into actionable insights

→ With real-time insights, banks can be empowered to drive

results that deliver memorable customer experiences and

greater revenue to the business.

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Gain Greater Value with Existing Data

EnhanceCustomer Service

Deliver an effectiveomni-channel

strategy

Proactively Engage

Customers

Know All of Your

Customers

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42.5%of 45-54 year-olds hold 1-3 bank accounts

Number of bank accounts held

▪ Improve customer

relationships with everyone

• automate processes related to

understanding all customers -

tied to context, intent,

preferences

▪ Easily identify high-value

customers

• use behavior-based metrics and

value-scoring models for greater

value

Know All of Your Customers

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▪ Online is important but

multichannel is even

more important.

▪ Engage customers

effectively by reaching

them via their preferred

channel(s).

▪ With each interaction,

channels should update

to provide a

personalized, richer

experience.

Deliver an Omni-channel Experience

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▪ Empower employees by creating alerts with a specific, actionable notification

such as “The top 50 customers most likely to churn in the next 30 days”

1OCT

11OCT

24OCT

1NOV

3NOV

monthly churn

score run

intent to

churn

decision

to churn

monthly churn

score runchurn

event

timeline

churn

score

best

period

of action

Proactively Engage

too late

to act

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Enhance Customer Service

▪ Anticipate future needs

▪ Using information from

multiple channels.

▪ Deliver unique customer

experiences

▪ Increase customer

retention, up-selling and

cross-selling

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Become Customer Centric

Preferences

Affinities

Context

Behavior

CUSTOMER DNA

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Access to Customer DNAFor Marketers and Data Scientists Alike

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Lily Enterprise – Delivering Customer DNA

Operational Systems

External Data

Contract/Product Data

Customer Operational Data

Reference Data

Reporting / Analytics

Enterprise BI and reporting

Enterprise Analytics Applications

Marketing and Social Data

Lily EnterpriseCustomer Interaction Data

Campaign Data

ERP/CRM Data

Data Warehouse Data

Service Desk

Customer CRM and IVR Systems

Real Time Integration

Data integration

BatchIntegration

ETL or

Lily API based

Lily Connector Based

Web and Mobile

Mobile Apps

Customer Website & Social

Channel / Campaigns

Mail

SMS

Print

Broadcast

Mar

keti

ng

Cam

pai

gn M

gt

Sales Office

Agent / Advisor

Feedback

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Lily Enterprise Enables You To…

Overcome “Analysis Paralysis”

Proactively Engage with Customers

Cope with plethora of data

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“The opportunity cost of falling behind the competition is extreme. More than half of all customers opened or closed an account in 2013, and 40% plan to do so in 2014. Each of these customers represents a new business opportunity for a competing bank or financial service provider.”

Global Consumer Banking Survey 2014, Ernst & Young

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Connect with Your Customers

100%

Get to know your customers and build their confidence in your relationship.

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Are you ready to get to get personal?

Learn more about how Lily Enterprise can help your bank. Schedule an appointment with an NGDATA representative to get a personalized walkthrough.

Don’t forget to follow up and share with a friend

stevenn@NGDATA.com