Global Consumer Finance...

Google Confidential and Proprietary

September 11, 2013

Niall McKinney CEO, The Knowledge Engineers

Global Consumer Finance Trends


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


1. NEW CUSTOMER JOURNEY AND FINANCE ZMOT


Finance ZMOT


Evolution: US Customers Using Online/Mobile

Source: Pew Research 2013


2. ALWAYS ON FINANCE


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


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


Mobile Time Spent Brazil


Best of Breed Mobile Banking


From Mobile Banking To Mobile Money


Progressive Snapshot


3. FINANCE HAS A TRUST PROBLEM!


63% of consumers say they cannot trust any bank

Source: YouGov SixthSense September 2012

Consumer Trust in Financial

Services


• 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


Finance Worse Of All Industries

Source: Edelman Global Trust Barometer


Trust Low In Brazil Too


4. The Social Bank


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


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


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


• 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


‘The First Social Credit Card’


Transparency - Show Profit One Year On

Source: Barclaycard Ring Annual Report, 2013


Microfinance 2.0


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


5. DATA CAN EMPOWER FINANCE CONSUMERS


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


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


Dash Informs Insurance


State Farm & GM

Immediate 5% discount just for signing up


Data Informs Consumer Spending


Lloyds Money Manager

Over 140,000

people asked for

the service before

launch


PlayMoolah


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

Global Consumer Finance...

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