Google Confidential and Proprietary

September 11, 2013

Niall McKinney CEO, The Knowledge Engineers

Global Consumer Finance Trends

Google Confidential and Proprietary

Global Digital Financial Trends

1. The New Customer Journey

2. Always On Finance

3. Finance Has A Trust Problem

4. The Social Bank

5. Empowering With Data

Google Confidential and Proprietary

1. NEW CUSTOMER JOURNEY AND FINANCE ZMOT

Google Confidential and Proprietary

Finance ZMOT

Google Confidential and Proprietary

Finance ZMOT

Google Confidential and Proprietary

Evolution: US Customers Using Online/Mobile

Source: Pew Research 2013

Google Confidential and Proprietary

2. ALWAYS ON FINANCE

Google Confidential and Proprietary

Always On

• People are constantly interacting and creating.

• Marketers must discover and communicate with

customers across multiple channels in real time - with

authentic content that constantly responds to and

drives fresh conversations

Google Confidential and Proprietary

Always On – Latin America

57.3%

2009

72.9%

2015

Mobile Penetration

60.9% of

internet

users

2010

74.9% of

internet

users

2014

Social Media Usage

Google Confidential and Proprietary

Mobile Time Spent Brazil

Google Confidential and Proprietary

Best of Breed Mobile Banking

Google Confidential and Proprietary

From Mobile Banking To Mobile Money

Google Confidential and Proprietary

Progressive Snapshot

Google Confidential and Proprietary

3. FINANCE HAS A TRUST PROBLEM!

Google Confidential and Proprietary

63% of consumers say they cannot trust any bank

Source: YouGov SixthSense September 2012

Consumer Trust in Financial

Services

Google Confidential and Proprietary

• Bigger banking brands elicit more trust (28%) compared with the

smaller names (22%)

• 62% strongly agree that brands behaving fairly and transparently

with their customers would encourage trust.

Source: YouGov SixthSense September 2012

Consumer Trust in Financial

Services

Google Confidential and Proprietary

Finance Worse Of All Industries

Source: Edelman Global Trust Barometer

Google Confidential and Proprietary

Trust Low In Brazil Too

Google Confidential and Proprietary

4. The Social Bank

Google Confidential and Proprietary

The Social Bank New Form of Participation and Engagement

Citi Talks Hangouts with executives of the bank: topics

from career to financial education, presented in a simply,

engaging and interactive way.

# CitiSimplicity

Multi-person video chat

with live broadcasting

Citibank Hangout with Mom.me in

Back to School period

Google Confidential and Proprietary

The Social Bank Go Beyond Comments – Invite Your Customer to Real Conversations

Invite your clients to a new experience: face to face customer service and financial

advisoring via Hangouts

Exchange Ideas and react in real-time, transforming corporate into personal

Make your brand more personal and raise the level of dialogue,

invite customers to interact with live questions

Drive more engagement promoting debates about Finance topics and invite bank

executives and specialists as mediators

Google Confidential and Proprietary

Itaú: Amplify Corporate Responsibility

Hangout uses technology to bring people together and expand the reach of a

social project, promoting culture of reading through Internet

Google Confidential and Proprietary

• People are concerned with security and privacy issues

• Adopting social “business strategy” must transcend transactions,

spanning:

• Marketing

• Sales

• Customer service

Social Banking Is Not Just A Page

Google Confidential and Proprietary

‘The First Social Credit Card’

Google Confidential and Proprietary

Transparency - Show Profit One Year On

Source: Barclaycard Ring Annual Report, 2013

Google Confidential and Proprietary

Microfinance 2.0

Google Confidential and Proprietary

SIM only, Low prices, 100% online, No call centres, Mutual, Transparent, 14 full time staff

Google Confidential and Proprietary

5. DATA CAN EMPOWER FINANCE CONSUMERS

Google Confidential and Proprietary

90% of the data in the world today has been created in the last two years alone

80% of it is unstructured

Everyday, we create 2.5 quintillion bytes of data

The money generated by big data sector will dwarf the $160 billion cloud computing industry

Data Has Exploded

Source: IBM

Google Confidential and Proprietary

42%

of businesses had invested in big data technology, or were planning to

do so within a year

Data based decisions can help save consumers money

Data is Money

Source: Gartner, 2013

Google Confidential and Proprietary

Dash Informs Insurance

Google Confidential and Proprietary

State Farm & GM

Immediate 5% discount just for signing up

Google Confidential and Proprietary

Google Confidential and Proprietary

Data Informs Consumer Spending

Google Confidential and Proprietary

Lloyds Money Manager

Over 140,000

people asked for

the service before

launch

Google Confidential and Proprietary

PlayMoolah

Google Confidential and Proprietary

Global Digital Financial Trends

1. The New Customer Journey

2. Always On Finance

3. Finance Has A Trust Problem

4. The Social Bank

5. Empowering With Data