ThepragmaticwaytoDigital

Kiev 21st October 2016

UkrainianBankingForum2016

• TheCustomerJourneyfromphysicaltodigital

• PolishSpotpicture

• UkrainianRoadMap

• Basicexample

ThecustomeradventurewiththeBank

Everyonehastheneed

ThatIstransfertotheexperience:- Salary- Payment- Loan- Deposit

20%ofthecustomerswillcomeeachmonth

24%ofthecustomerswillcalleachmonth

12%ofthecustomerswillusewebeachmonth

4%ofthecustomerswillusemobile

ThePolishwaytoDigital– Top5inRetailCustomerbase

2100

3850

3850

0 1000 2000 3000 4000 5000 6000 7000 8000

ActiveusageoftheInternetBank

AccesstoInternetBank

Numberofaccounts

min Average max

30%mobileapplicationusage

100%usedfortheview

Makingonaverage7activetransactions(max13)

HCEUsers– 4banksoffersthetechnology

2%ofactiveinternetbankclientsusetheMobilePayments

100%clientswithInternetbank

55%clientswithactive

usage

Step1 - TheCashLesseconomyfirststeptodigital

UA

Step2- TheInternetaccessandopennessfortheactiveusage

Population 16+ 36,8

22,8

11,4

4,4

Pay with the cards

Internet users

Regular payments in Internet

62%

31%

12%

14,0

11,4

7,0

No internet access and poor bank product penetration

No payment needs and lack of cashless payment culture

Regular payments but the lack of confidence in the internet payments

The natural tends show that the segments of the Banks digital offer can triple next 3-5 yers

Step3– Understandthecustomerneeds

0

15

15

20

55

8

28

33

52

30

45

37

40

25

15

47

20

12

3

0

0% 20% 40% 60% 80% 100%

Check theBalance

MoneyTransfer

Payment

Deposits

Loanrepayments

NoUSE Onceamonthorless Morethanonceamonth Onceperweekormore

10

11

25

35

43

60

0 10 20 30 40 50 60 70

Travel

Games

Tickets

Communal

Net/TV

Mobile

Most often need in the Service and Transfers Straigforward needs in Payments

! InternetBanksarenotusedfortheInternetpurchase

TheBanksAnswertotheCustomer

On-lineBanking

PaymentPlatform

P2PPlatform

• 20.000newaccessedgratedamonth• +60%activeuserscomparing to2015• Activecustomersmakesonaverage5

transactionsmonthly

• 1.500billersavailableforpayments• Top10cover90%ofthetraffic• 11.000transactionsdaily• Integrationwithpersonal cabinetofthe

biller

• Themarketstabilizedin2016after2yearsofthedynamicgrowth4BUAH/Q

• 2.000transaction/day• Supportive toolforthecards

replenishment andloanrepayment

Thereisnotlimitsforcustomerdigitalexperience

Everyonehastheneed

ThatIstransfertotheexperience:- Salary- Payment- Loan- Deposit

1.ENGAGE,LEARN

2.1LEARN,SHOWALTERNATIVE

2.2LEARN,SHOWALTERNATIVE

3.ACTIVATE,SHOWALTERNATIVE

4.ACTIVATE

Thankyoufortheattention!