SAP FORUM İSTANBUL 2014Big BangKingMarc Nolla

Director Strategic Initiatives

SAP Innovation South Europe

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Caravanserais

Source http://www.consideratcaravanserai.net

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Banking Players an Extended ViewMy personal view as a customer

TR

US

T

High

Low

myBANK

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“Traditional banks could

lose a third of their market

share to non-banks by 2020”

Accenture

i-SWAT

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The risk for banks “… a limited role as

back-office utilities, while non-banks

become the new face of their customers’

financial lives”

Wired

i-SWAT

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What does my Bank look like?

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What does my Bank look like?

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What does my Bank look like?

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Apple Pay

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Banking Players an Extended ViewMy personal view as a customer

TR

US

T

RELEVANCE

High

LOW

Low

HIGH

BANK The Race for

Relevance

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Big BangKing

i-SWAT

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Banks…”enjoy a crucial competitive

advantage — the huge store of

information they already have about

their customers”

Francisco González BBVA

i-SWAT

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Winning the Relevance Race in Banking

PRECISION

MARKETINGOMNI-

CHANNEL

CUSTOMER

ENGAGEMENT

INTELLIGENCE

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Customer

Engagement

i-SWAT

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Smartify the Data

1. Harvest Data

2. Merge Interactions

3. Gain Insights

4. Build Target Groups

intelligently

5. Trigger Actions

Predictive Analytics

Interactions

Consumer

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http://www.youtube.com/watch?v=_Ax9bMYlc34

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“The model building

process, including data

prep and analysis, now

takes 1 to 2 weeks

700 models

Built for churn

and X-sell

”Viliah Overwater, Snr.

Modeling Analyst,

Vodafone NL

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CUSTOMER LIFECYCLE VALUE CHURN RATE CUSTOMER ENGAGEMENT

SAP Customer Engagement Intelligence

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SAP Social Contact Intelligence

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SAP Precision Marketing

Personalization

CRM-based

offers

“I know who my

customers are,

but can I reach

them when it

counts?”

Tim

eli

ness

Location-based

offers

“I know where my

customers are,

but everyone gets

the same offer.”

Relevance and

Simplification

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CubeX

™

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Precision

Marketing

i-SWAT

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Provide Relevant and convenient products and services: Preferencesand geo-Localización

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Mapping stores vs STM’s lines and

stations

STM Partners’ stores

Partner Ecosystem

Over 340 merchants, and 1,000 events being added to the program

City of Montreal

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Omni-Channel

Engagement

i-SWAT

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Bluetooth Low Energy (BLE) – iBeacons

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For Innovative Points of Sale

Proximity

Marketing

Indoor

Location

Contacless

Payment

Check-in

Coupons

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Transform the Branch

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to create a meaningful customer engagement

Source BBVA

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Digital Out of the Home

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Customer engagement

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Consumer at Retail Store

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Consumer at Retail Store

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Consumer at Retail Store

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Relevant in the Homet-Commerce

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Winning the Relevance Race in Banking

PRECISION

MARKETINGOMNI-

CHANNEL

CUSTOMER

ENGAGEMENT

INTELLIGENCE

© 2014 SAP AG. All rights reserved. 43

Banking Players an Extended ViewWinning the Race of Relevant Banking

TR

US

T

RELEVANCE

High

LOW

Low

HIGH

BANK

Leverage big data to offer new

relevant services and products

Simplify customer experience

RELEVANT

BANKING

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Simplify Everything

do Anything

i-SWAT