Presentation adaptation of the article "Bridging the Technology Gap: The Rise of the Universal Banker" on http://thefinancialbrand.com (full article: http://bit.ly/1yzunie). I created the presentation for 3 main reasons: 1. To practice presentation making skills; 2. To see how slideshare content spread works with built in analytics; 3. To contribute to the sharing of great and insightful articles on http://thefinancialbrand.com (Not sponsored in any kind :) The presentation was made with Keynote on Macbook Pro with some graphic added via Pixelmator. During my day work I explore ways of modern banking, look for best practices, adapt and measure the effectiveness of changes. My LinkedIn profile: https://linkedin.com/in/gubochkin Icons used in presentation: https://flaticon.com

1. BRIDGENING the technological GAP THE RISE OF THE UNIVERSAL BANKER

2. ONLINE
BRANCH
Convenient
Efficient
…needs to keep up

3. MULTICHANNEL
ATM
CALL ONLY
ONLY
WEB
ONLY
BRANCH
ONLY
is the experience consistently GOOD?
source: ClickFox © May 2014 The Financial Brand

4. • ISSUE
• QUESTION
• NEED
why does one come to the branch
when all transactions could be done on their own
Unsolved

5. what are the opportunities
what are the challenges
• SOLVER
• FOUNDER
• EXPERT
Expectations

6. Capable
Trained Flexible
SERVICE COUNSEL
UNIVERSAL
BANKER
Nimble
Knowledgeable Respectful

7. Features for customer
RIGHT TOOL
✓All information
✓Direct interaction
✓Expert guidance
Tools for banker
Being a great person is not enough anymore

8. CUSTOMER
ALREADY
DECIDED
Do you address customer’s specific situation?
source: Gallup © December 2014 The Financial Brand
CONSIDERING
BUT NEED
PROMPTING
HADN’T
CONSIDERED AT ALL

9. SATISFIED VS ENGAGED
45% will consider you
next time
83% plus more likely
to add products & services
source: Gallup © December 2014 The Financial Brand

10. Don’t just t rack customer data
• RECOMMEND
• RESPOND
• ADAPT
“For example, a banker can see when a customer carries a high
balance in a checking account and how they may be better served
putting some of that money in a higher-yield instrument like a CD
or a Money Market account.”
source: http://bit.ly/1yzunie The Financial Brand
CRM

11. Go paperless
✓Generate right
awareness
✓Send directly
✓Deepen
conversation
VS
• Generic
• Litter
• Is not on-demand
available to
customer

12. DIGITAL
PRESENCE
NOT WHAT YOU WANT TO SAY
WHAT DOES THE CUSTOMER
WANT TO HEAR
is it relevant?
Is it easy to find st uff?
Is it up-to-date?
is it easy
to take action?

13. BOTTOM LINE: BRANCH EXPERIENCE
CONSISTENT WITH DIGITAL
“When the consumer comes through the doors,
the universal banker is expected to
quickly analyze the consumer’s
needs, access their financial
data and provide answers
and solutions on the spot.”
embrace the transformative power of technology to actually deepen
relationships with consumers!
source: http://bit.ly/1yzunie The Financial Brand

14. THANK YOU
all you need to know about banking
https://TheFinancialBrand.com
Read the full article @ http://bit.ly/1yzunie
https://flaticon.com
amazing icons
https://linkedin.com/in/gubochkin
geeks out about modern banking & presentations