Slides from the webinar Trends In Interactive Banking, held February 24th 2011.

1. The Revere Group Financial Services Practice presents Trends in Interactive BankingBackbase Webinar Series, 2/24/2011

2. AGENDA What are we going to talk about? 10 Key Business Drivers in Financial Services Critical Technologies Needed to Support the Business Drivers Trends in Interactive Banking Architectures to Support the New Trends

3. Case Study Profiles THE DRIVERS… What are 10 key business issues in financial services? Regulators will require financial services firms to concentrate on transparency and risk management. Transaction banking will have a strong resurgence and will need to offer product and delivery innovation, including social media, new interactive strategies, and mobile banking. Lending Activity will continue to recover and increase. The handful of global banks likely to be flourishing in the future will owe much of their success to having significantly scaled back the complexity of their operations. Globalization and emerging markets will represent growth opportunities. Traditional fee sources will end / change. Wealth management will remain strategic, but with some shifts. Prioritizing Investments will remain critical as hard times hinder innovation. Security will remain a primary consumer concern. Non bank banking ecosystems will begin to develop.

4. Case Study Profiles THE TECHNOLOGIES… What technologies are needed to support the business? Increased emphasis on Interactive related technologies: Mobile, enhanced Web, and Social Networking. Improvements in data consolidation and rationalization; Information analytics and real-time information. Evolution of core financial services software platforms. Increased IT Governance. Emphasis on improved “non-invasive” security processes and systems Continued Efficiency improvements in infrastructure

5. THE TRENDS What are leading trends in interactive banking? Dynamic online help / chat More / enhanced product selector tools More video / audio usage Better / less risky account opening Explosion of mobile banking, more useful applications Creative uses of social networking Increased use of targeted marketing for Cross Sell; subtle/overt and life events. Better business analytics – web analytics integrated with bank CRM data Improved online PFM; Personalized Portals

6. TRENDS IN INTERACTIVE BANKING Dynamic On-line Help / Chat Should provide Standard and context / action based Improves conversion, increases cross-sell, and reduces abandonment

7. TRENDS IN INTERACTIVE BANKING Dynamic On-line Help / Chat And an even better example……………….

8. TRENDS IN INTERACTIVE BANKING More / enhanced product selector tools The traditional selector Still ok for some audiences

9. TRENDS IN INTERACTIVE BANKING More / enhanced product selector tools The interactive selector Key for certain groups: Younger, less knowledgeable, etc Small set of key differentiators

10. TRENDS IN INTERACTIVE BANKING More / enhanced product selector tools The results…………….

11. TRENDS IN INTERACTIVE BANKING More video / audio usage For sales or product explanation / help / CEO messages / etc Critical for young adult market segments Select videos based on topic

12. TRENDS IN INTERACTIVE BANKING More video / audio usage Another example – using a key quote summary plus a more detailed video to appeal to multiple groups.

13. TRENDS IN INTERACTIVE BANKING Better / less risky new account opening It needs to be offered at the right time and work easily, completely It needs to include real time funding verification, as applicable.

14. TRENDS IN INTERACTIVE BANKING Explosion of mobile banking, more useful applications Adoption and usage increasing faster than any other channel in history 86 million in U.S. are projected to be actively mobile banking by 2015. Taking advantage of the unique capabilities of mobile is key…. Actionable Alerts!

15. TRENDS IN INTERACTIVE BANKING Explosion of mobile banking, more useful applications Another great example, with revenue generation opportunities….

16. TRENDS IN INTERACTIVE BANKING Explosion of mobile banking, more useful applications And a way to get the overdraft fees back…..

17. TRENDS IN INTERACTIVE BANKING Explosion of mobile banking, more useful applications And finally, the “cool” mobile remote deposit capture app….

18. TRENDS IN INTERACTIVE BANKING Creative uses of social networking Still evolving in Financial Services, but huge opportunity One of the best ones to date……..

19. TRENDS IN INTERACTIVE BANKING Creative uses of social networking Seamless connection from previous banking site home page to….

20. TRENDS IN INTERACTIVE BANKING Creative uses of social networking Selecting the “Managing Your Money” topic brings you here…..

21. TRENDS IN INTERACTIVE BANKING Increased use of targeted marketing for Cross Sell Stage 1…..Static offer for all – changes periodically, but not automatically Same offer given to all owners of same account type

22. TRENDS IN INTERACTIVE BANKING Increased use of targeted marketing for Cross Sell Stage 2…..dynamic offers personalized by general characteristics…

23. TRENDS IN INTERACTIVE BANKING Increased use of targeted marketing for Cross Sell Stage 3…..personalized per person, per event, dynamically…

24. TRENDS IN INTERACTIVE BANKING Improved online PFM; Personalized Portals Should allow client personalization, customization, and aggregation What does your online banking offering offer? Does it look like this?

25. TRENDS IN INTERACTIVE BANKING Improved online PFM; Personalized Portals And don’t forget about the new entrants……

26. THE ENABLERS What architectures are needed to support the new trends? Two Key Components are needed: Data Integration - A consolidated Business Intelligence / Data architecture Provides consolidated view of a customer’s relationships Provides integration of internal and external customer data Provides for personalization and targeted offers Presentation Integration - A flexible Portal system Provides client and bank customization and personalization Provides easy integration with bank systems, data, and external content / applications What might that look like?

27. THE ENABLERS What architectures are needed to support the new trends? A consolidated data architecture for personalization and targeted offers What to recommend (products/offers) Who to recommend it to Customer Cross-sell Recommendations Engine(s) Data Mart Data Mart Centralized Data Warehouse Customer Data Web Analytics External Marketing Data Bank Data

28. THE ENABLERS What architectures are needed to support the new trends? The data architecture at a more detailed level……. Centralized DWH -Dimension: Customer Information -Dimension: Account Information -Dimension: Balance Information -Dimension: Transactions Information -Dimension: Site Metrics . . . Data Marts Based on functional areas Services Portal Manager ETL Engine Application of data rules FI Internal Systems and Processes Security Services External Account Info -Account Information -Transactions Service Offering Aggregation Services Web Analytics Clickstream data of embedded website/web service Personalization Services Customer Acquisition Content Services FI Customer Info -Demographic/Geographic -Account information Customer Advocacy Integration Services Clickstream data of Website & Home banking Presentation Services Campaign Evaluation

29. THE ENABLERS What architectures are needed to support the new trends? What about a Portal solution…….

30. ABOUT REVERE

31. ABOUT US The Revere Group is the North American consulting unit of NTT DATA. NTT DATA is a $13 billion consulting company which is part of the NTT Group - one of the largest ITelecom companies in the world. OVERVIEW NTT Communications Network, Managed Hosting, Data Center Services $8.8B NTT Data IT Solutions & Managed Services $13B NTT Group $100B NTT East Telephone Company $19B NTT West Telephone company $18B NTT DoCoMo Mobile & Wireless Solutions $46B

32. ABOUT US Revere has a 19 year history of working with Financial Services Companies, including Banks, Securities and Capital Management firms, and Insurance companies. We provide a wide variety of solutions in Business Transformation, Business Intelligence, Enterprise Applications and Interactive areas. Our team consists of nearly 400 employees nationally and over 32,000 employees globally With over twenty years of experience on average, including former CIO’s and CTO’s of Fortune 100 organizations, our Financial Services consultants are seasoned professionals in the industry. KEY FACTS

33. CREDITS Presentation includes partial images from……… www.lendingtree.com www.dell.com www.liverperson.com www.reveregroup.com www.wellsfargo.com www.suntrust.com www.livesolid.com www.ingdirect.com www.amazon.com www.schwab.com www.clarimail.com www.banksimple.com