Bradesco

Customer Digital Experience

Maurício Minas EXECUTIVE VICE PRESIDENT

Source: B ra ndFina nce 2015

Rank Brand Name Domicile Brand Value 1 Wells Fa rgo United S ta tes 34,9

2 ICB C China 27,5

3 HS B C United K ingdom 27,3

4 China Cons truction B a nk China 26,4

5 Citi United S ta tes 26,2

6 B a nk of America United S ta tes 25,7

7 Cha s e United S ta tes 24,8

8 Agricultura l B a nk Of China China 22,7

9 B a nk of China China 20,4

10 S a nta nder S pa in 18,7

11 B NP Pa riba s Fra nce 14,9

12 MUFG Ja pa n 14,5

13 B a rcla ys United K ingdom 14,2

14 R oya l B a nk Of Ca na da Ca na da 12,5

15 Bradesco Brazil 12,4 16 J.P. Morgan United States 12,0

17 UBS Swit zerland 11,6

18 TD Bank Canada 11,1

19 Deutsche Bank Germany 11,0

20 Goldman Sachs United States 9,4

21 Capit al One United States 9,4

22 Credit Suisse Swit zerland 9,2

23 It aú Brazil 9,0

24 Morgan Stanley United States 8,9

25 China Merchants Bank China 8,9

(US$ Billion)

Top 25 banking brands

Million Clients 67.8 US$ Billion Market Cap 45.8 U$$ Billion Annual Net Prof it 5.8

Loan operat ions US$ 149 Billion • US$ 103 Billion corporate

• US$ 46 Billion retail

Wealt h management 15 off ices

Consumer f inancing + US$ 31 Billion

Tot al asset s US$ 332 Billion

Cards CAGR 2013 – 2017: 15%

US$ 21.8 Billion billings

110 Million plast ics

Insurance 29% of conglomerate profit s

Source: Economic and Financial Analysis Report – 2Q/2015

8,074 Branches

49,722 Correspondent banking out let s (Bradesco Express)

7% Physical

1 Billion t ransact ions/ mont h

93% Digital

4% 2%

5% 4%

5% 3%

18%

13%

21%

17%

27%

27%

20%

34%

Aug/14 Aug/15

Mobile

Internet B a nking Corpora te

AT M

Internet B a nking Individua ls

B ra nches

B ra des co E x pres s

Conta ct Center

1 B illion tra ns a ctions /month

Unt il

1995 S ingle cha nnel

offer

2008 Multi cha nnel

offer

2010 Cros s cha nnel

offer

2012 Multi cha nnel

2014+ Omnicha nnel

Digita l ba nk (2016)

Cust omer relat ionship development

Business regulat ion and Customer behavior

Analyt ics Big data

Real t ime offer at contact point

Cust omer journey in real t ime, delivering

capt ivat ing experience

Digit al int egrat ion Offer, informat ion, sales

and eff icient digital conversat ion in real t ime

Dat a analysis and Cust omer overall view

Digit al and personalized relat ionship with cont inued experience

R&D Customer experience for cont inuous innovat ion

Cust omer relat ionship int egrat ion

Consumer behavior: f rom phys ica l to digita l proces s

Increase recognit ion t hrough PRESENCE

SELL (whatever t he Bank

wants t o sell)

LOYALTY (t hrough the bank manager)

CRM CR OS S /UP S E LLING

Increa s e recognit ion through DIGIT AL R E L AT IO NS HIP

L O Y AL FO L L O WE R

(functiona lit ies , s ervices …)

P os it ive experience R E CO GNIZ E Cus tomers ’ P R O FIL E S

P E R S O NAL IZ E D s a le (wha tever Cus tomers

wa nt to buy)

CR M CR O S S /UP

S E L L ING (s ocia l media integra tion)

“T ra dit iona l” a pproa ch S E L L FIR S T E NGAGE L AT E R

“Digita l” CR E AT E E X PE R IE NCE AS S OCIAT E S AL E

S ource: B CG Ana lys is

New digita l rea lity Cus tomer ex perience • St rengthens the relat ionship • Increases sales • New business model • New products for the digital universe • Personalized offer

Digit al channels evolut ion • Migrate from expensive to cheaper channels • Need for constant innovat ion • Speed of development /delivery • Transfer the back off ice to the Customer

Int ernal innovat ion

Open innovat ion

Social Net works B ra des co Nex t

AT M

Conta ct Center

Internet

Mobile

Cust omer Localizat ion in t he Branches Welcoming Customers

Int roducing Customers to Managers Sales by inclinat ion

Wi-Fi in t he Branches Digital act ivat ion of Customers

Digit al Advisory Point Managing lines

CRM for physical sales

Bradesco Next

Experiment at ion Customer learning User experience

Digit al t echnology Individual Customer support

PUSH Business

B ra des co Wa llet with NFC

Cha t/video with s pecia lis ts

Mobile

Connect ed car

Check deposit

APIs allowing business t o

be carried out

Wearables

New App Net Empresa

Tagging and CRM AP Is a llowing bus ines s to be ca rried out

M- T oken Digital validat ion of t ransact ions St rat egic

part nerships

Int ernet

Geolocalizat ion

Recycler Money deposit in real t ime

Biomet ry

Prescheduled wit hdrawal via Mobile

Integrat ion of Channels

Int elligent check deposit Clearance by image

ATM

Big Dat a fraud prevent ion

Voice comma nd

Mult i cha nnel s upport Single line (e-mail, SMS, Chat )

Cont act Cent er

Wat son Art if icial cognit ive comput ing Customer support , wealth management and health insurance

Voice biomet ry

Business act ivat ion (CRM/APP Install) Inf luencers

ecosyst em

Brand advocat es Facebook F. Banking Simplif ied t ransfer Crowdfunding Gamif icat ion

Social Net works

UX

St af f prof ile

• Data scient ist • Story-teller (experience designer) • Behavioral psychologist • Risk algorithm s pecia lis t • Community a dvoca cy builder

Da ta a cquis it ion & a na lyt ics

CR M Cus tomer E x perience

S ocia l Networks

Digita l New ga me New s kills

Thank you