The Future of Retail Banking

Customized product offerings and self-service selection: The road to increased revenues and retention

Meenaz SunderjiGeneral Manager, Asia

Pacific

Wrong strategy?

Assume what customers want

Push the wrong products and services

Work in siloes

Generalize

With the best of intentions, banks often…

2

The customer lifecycle

3

Three types of retail banking customers

I want my bank to recommend a set of products or services that will benefit me.

4

1

2

3

Banks should focus on the first two types of customers.

I want to choose what I want, when I want and have the ability to change my choices whenever I need to.

I use my bank for basic needs as per how banks have been traditionally used by society.

Pre-determined bundles

5

Dynamic bundles

6

Value-added products and servicesBanking services

7

Why use them?

Generate additional revenues

Single point of service

Value in the form of convenience or price

Create a captive forum

Non-banking services

Non-banking products

Text alerts for

overdraft limits

Gadget insurance

Travel insurance

Television Internet

Bundling at a glance

8

Bundling in other industries

Fast food industry

Value meal

Kid’s meal

9

Some banks do basic bundling. Is that enough?

Apple

Select and purchase products and services

Apps, songs, videos

Nike

Personalize your shoes

Combine with technology options

Leap forward

10

Bundle products to consolidate banking relationships

Average # of banks per consumer: 4

Average # of products per bank: 2

Total # of products per consumer: 8

Customized offerings

11

Make it happen

12

Across lines of business

Suitable products/bundles based on customer data

Right price based on the entire customer relationship

Right channels

Product and Pricing Lifecycle Management

Thank you!www.zafin.com

Meenaz SunderjiGeneral Manager, Asia Pacific

Telephone: +60322721792 Mobile: +60146333027

Email: meenaz.sunderji@zafin.com