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Enhancing the Customer Experience with Consumer eBanking (CeB) and Mobile May 24, 2017

James Kaster, Product Manager

Anne Konop, Product Manager

Topics

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Youre Not Alone: Digital Perspective Across Industries

Behaviors

Experiences

CeB

Mobile Banking

Youre Not Alone: Digital Perspective Across Industries

Behaviors

Youre Not Alone: Digital Perspective Across Industries

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Seismic shift from physical to digital

Consumers exercise these behaviors across all industries

Whats happening in 3 spaces:

Travel

Retail shopping & malls

Car buying

The shift to digital

Research

Convenience

Advice

Follow-up

Behaviors travel

Youre Not Alone: Digital Perspective Across Industries

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10 notable jobs going away, among them:

Tellers: 8% decline through 2024

Travel Agents: 12% decline through 2024

Why?

Self-service is preferred

Anytime bookings

No high-pressure sales

Travel providers make it easier

Advice in the form of:

Comparisons

Recommendations

Purchase and delivery

Source: Cheat Sheet 1/7/2017 http://www.cheatsheet.com/money-career/middle-class-jobs-gone-soon.html/

Behaviors retail shopping and malls

Youre Not Alone: Digital Perspective Across Industries

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Headlines

Forbes: Roughly 90% of all retail is still done in physical stores. Yet the growth of e-commerce will continue unabated

and the resulting drop in store traffic is an undeniable and unrelenting force.

Decline is enough to hurt profit margins and precipitate store closings

Store closings hurt mall traffic and accelerates other store closings

Why?

Time & money savings

Easier shopping online

No longer necessary to touch/feel merchandise

No high-pressure sales

Advice: Savvy consumers research & read reviews

Source: Forbes 2/16/2017 http://www.forbes.com/sites/stevendennis/2017/02/16/what-if-retail-traffic-declines-last-forever/#6bf2585151a1

Ycharts 2/17/2016 https://ycharts.com/indicators/ecommerce_sales_as_percent_retail_sales

Behaviors car buying

Youre Not Alone: Digital Perspective Across Industries

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Like retail shopping, car buying behaviors shift to online

eBay survey1:

63% likely to buy online

87% use the internet to research

That didnt suck2

A better way to buy a car research, shop and buy online

Both raises the bar and sets minimal threshold

Taglines influence expectations across all industries

Why? (the theme repeats)

Time & money savings

Easier shopping online

No high-pressure sales

Advice: Research & read reviews

Follow-through: Purchase and loans

1 Automotive News 2/16/2017 http://www.autonews.com/article/20170216/RETAIL/170219866/ebay-survey:-63-percent-of-car-shoppers-likely-to-buy-online

2 Carvana carvana.com

In fact I liked it

From behaviors to experiences

Youre Not Alone: Digital Perspective Across Industries

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Experience delights

Convenience & service (any time, any place)

Security (peace of mind)

Soft-selling (no-pressure)

Advice on-demand (research & reviews)

Savings (time & money)

Digital follow-through (main & ancillary products)

Younger demographics are fueling the digital shift

They take older demographics with them

Experiences in other industries influence expectations in financial services

The wants:

Familiar look and feel across industries and digital solutions (ease & convenience)

Dancing-in-the-streets-good results

In fact I liked it

Our industry

Youre Not Alone: Digital Perspective Across Industries

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In the news

Celent expects more apps to incorporate payments like Uber does1

As P2P heats up, nearly half of U.S. consumers are expected to

adopt the service by 20212

The Internet of Things (IoT) the number of these devices is

growing exponentially. Such connections can lead to delivery of

financial information and insights wherever, whenever and however

people need it3.

January 2017 birthdays iPhone 10, ATM 50

FIS combined them years ago

1 https://www.forbes.com/sites/tomgroenfeldt/2017/02/23/celent-expects-more-apps-to-incorporate-payments-like-uber-does/#5e1708f36437

2 http://www.digitaltransactions.net/news/story/As-P2P-Heats-up_-Nearly-Half-of-U_S_-Consumers-Are-Expected-To-Adopt-the-Service-by-2021

3 https://thefinancialbrand.com/63145/digital-banking-opportunities-iot-api-fintech-payments/

Our industry

Youre Not Alone: Digital Perspective Across Industries

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The 2017 State of Strategic Digital Banking1

According to Gartner and IDC, by 2018, banks and financial institutions clients will access and

contact their banks mainly through mobile devices

Banks and financial institutions CIOs main concern to 2017 and beyond is what will be done with

their companies branches

According to the 2016 MX Consumer Survey, clients find it more important an easy digital banking

experience (67 percent) rather than a friendly teller or staff (33 percent) when choosing where to

open an account

According to the 2016 MX Consumer Survey, banks and financial Institutions clients are now more

likely to access their banks in a more impersonal way, and only 19 percent use a personal method

(branch or call center).

1 http://www.cio.com/article/3166057/leadership-management/the-2017-state-of-strategic-digital-banking.html

Our industry

Youre Not Alone: Digital Perspective Across Industries

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Fintechs predict trends1

Access So the next big trend is aggregation, combining peoples financial data from multiple sources to build up

and analyze a holistic picture of their finances. You need to know your total income and spending, the value of your

loans, savings, investments and assets before you can make reliable plans and budgets.

Advice Mobile banking will move beyond the transactional, product-pushing approach to one that is radically

customer-centric, pro-active and goal-oriented, aimed at helping users make smarter decisions.

Affective If banks aspire to become omni-present trusted advisors, they are going to have to build a much deeper

emotional connection with their clients.

1 http://www.fintech.finance/01-news/beyond-mobile-banking-a-list-of-6-ways-to-the-future/

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Consumer eBanking 2017 Roadmap

CeB User Interface Refresh

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CeB RefreshMobile 4.0

CeB Refresh

Bill Payment upgrade

CeB User Interface Refresh

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Responsive tablet design*

All functions performed within modals on page

Supports a multi-pay or single pay UI

Multi-pay supports a total with one make payment button

Consumer selects the funding account to use for each payee which is saved for

next session

Keeps track of payments coming due soon

*Final page design may be different

MX integration

New PFM Solution

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Users enrolled from CeB with all bank accounts automatically sent

Held-away accounts pulled and shown on CeB account overview

MX master widget integrated in CeB menu

Available in current and new CeB user interfaces

Mobile app integration

Pilot Q4; target Q1 2018 general availability

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What is Zelle

National directory and real-time services

Consumer brand

Why Zelle

FI-centric, ubiquitous

Embraced and marketed by largest FIs

Benefits

Reach to nearly 70% of us deposit customers through Zelle

Gateway to other real-time solutions linking with Visa,

MasterCard, NYCE, PayPal, The Clearing House and others

Availability

CeB pilot targeted for Q4 2017

Zelle integration

P2P Candidate Enhancement

Loan Enhancements

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Directed loan payments (HORIZON)

Provide ability to schedule future or recurring loan payments including principal, interest

or fees. Provide ability to pay using internal or external funding account Available

April 2017

Principal Payments (MISER/Bankway)

Provides users the ability to do a one-time real-time principal payment in addition to their

regular payment or as stand-alone payment Target Q2 2017

Online Loan Statements (HORIZON/Bankway)

For clients using CeB Online document enrollment pages, now includes support for loan

statements. Also supports passing all DP and LN accounts to FOS EDelivery solution

for viewing Target Q3 2017

Other candidates

2017 CeB Roadmap

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Closed account improvements CeB to receive daily updates from the cores to reflect closed account statuses and clean-up transfers, payments and alerts. Current account

status reflected in data extracts Q4 target

Bill Pay Expedited Payment expanded reach using Same Day ACH Available in 2017 where real-time BP funding is possible Q4 target

Secure Bankmail improvements add additional customer information to bankmail and support the ability to include attachments Q4 target

Premium Alerts: HORIZON real-time e-alerts CeB integration with the HORIZON eAlertoffering for real-time DP and LN acco