eFinancials 2014 - Daniel Ogertschnig & Gert Maas - Virtual Affairs
Transcript of eFinancials 2014 - Daniel Ogertschnig & Gert Maas - Virtual Affairs
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Meer waarde vóór en ván je klanten
K l a nte r v a r i n g v e r b e te r e n d o o r s l i m g e b r u i k v a n d a ta
Daniel Ogertschnig - Consultant DigitalGert Maas – Sitecore Specialist
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Wij zijn....
Daniel Ogertschnig, 30 jaar
Consultant Digital
Gert Maas, 36 jaar
Sitecore Specialist
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Introductie Virtual Affairs
Moving finance forward
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Persoonlijke aandacht & technologie
Technologie
Persoonlijk &
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Informatie
Transactie
Identificatie
Advies
Service
In the beginning………..Banken zijn ooit gestart in kantoren...
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In the 90’s the rise of internet started:...daarna deels online
Informatie
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En vervolgens steeds meer online
Informatie
Transactie
Identificatie
Advies
Service
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Cost-to-Income-ratio (CI)
Digitalisering werd vooral gedreven door kosten
Zichtbaar:
• Automatisering
• Proces optimalisatie
• Post-crisis banen -20%
77
,9%
2006
60
%
2013
57
%
20143
7%
2024
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Persoonlijke ervaring is achtergebleven
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Persoonlijke ervaring is achtergebleven
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Ontwikkeling van persoonlijke ervaring vs. digitalisering
Relevancy gap
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Mogelijkheden zijn eindeloos
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Voorbeeld: Potentiële Vermogensbeheer-klant
Explicit data
Contact history
Transactional data
Personal information
Products owned
Implicit data
Actions taken
Behavior
Visits
Content viewed
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Voorbeeld: Klanten blijven binden
Explicit data
Contact history
Transactional data
Personal information
Products owned
Implicit data
Actions taken
Behavior
Visits
Content viewed
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Scenario’s
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if then
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Scenario 1:
Online afsluiten van consumptief krediet
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Scenario 2:
Relevantie in verzekeren
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Scenario 3:
Klantactivatie in online bankieren
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Het inbound kanaal is in lijn met outbound…
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Wrap up
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“86% of customers stop doing business with a company due to poor services”
- Somesh Khanna, McKinsey
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“94% of in-house marketers agree that website personalization is critical to current and future success. “
- Econsultancy
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“Businesses currently personalizing web experiences are seeing an increase in sales of 19% on average.”
- Econsultancy
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Moving finance forward
Daniel Ogertschnig
06 46 97 74 06
Meer informatie
Gert Maas
06 26 09 02 25