IMPROVING CUSTOMER RELATIONSHIPS THROUGH THE MOBILE PROPOSITION

YOUR BANK IS ALWAYS WITH YOU

BZWBK24 mobile

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BANK ZACHODNI WBK

Małopolskie

PomorskieZachodnio-Pomorskie

Lubuskie Wielkopolskie

Kujawsko-Pomorskie

Warmińsko-Mazurskie

Łódzkie

Mazowieckie

Lubelskie

PodkarpackieŚląskie

OpolskieDolnośląskie

Świętokrzyskie

Podlaskie

41

27109

56

43

18

19

11722

80

56

15

20

25

124

45

Poznań

Kraków

Łódź

Wroclaw

Warsaw

Gdańsk

Szczecin

Lublin

Częstochowa

9

114

9

5

7

1

71

6

7

8

5

4

18

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Member of Santander Group 1000+ BZ WBK branches 1338 ATM 2 mln active online clients 420 000 mobile active clients

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WORLD IS CHANGING…

From TV focus… …to mobile society

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Payment Scheme organizationsPayment Scheme organizations New payment systemsNew payment systems

TelecosTelecos

BANKS ENVIRONEMENT IS CHANGING

MerchantsMerchants

Payment methods created by the merchants

NFC payments promoted by the Telecos in cooperation with banks

+ banks

Initiatives of payment scheme organizations

BANK

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Utility institution Everyday bankvs.

ALTERNATIVE ROUTES OF BANK’S EVOLUTION

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MOBILE PAYMENTSMOBILE BANKING MOBILE SERVICES

OUR VISION OF CUSTOMERS’ VALUE

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LET ME INTRODUCE BZWBK24 MOBILE

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Customers who are frequent users of their bank’s mobile app are more satisfied with their bank and will recommend that bank to others.

Mobile app usage clearly translates to loyalty for Millenials.

FICO REPORT 07/2014

CUSTOMERS NEED MORE ATTENTION

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Mobile customer aquisation

To persuade a need of mobile banking. First

app downloading.

Basic usage

First transactions

Sale

Usage of all mobile channel possibilities

Interest sustain

To encourage cutomers to balance

checking

App downloading is a key start point and first experience of logging…

… second move is creating of needs resulting in frequent logging with active transactions usage.

DESIGING WITH CUSTOMER JOURNEY

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DESIGING FOR DIFFERENT SEGMENTS

Ardent adopters Pragmatic users

Accidental users

Disinclined conservatives

Mobile banking adoption

Tech savvy and very often use mobile banking.Tend to use several advanced features.Expect an optimized experience in every channel. Want to personalize a dashboard.

Often use mobile banking when needed.Use basic functions Open for new features but they look for value. Want to have steady access to an account.

Seldom use mobile banking, only when they must. Do not see additional value in mobile banking.Skeptical about a security of mobile transactions.

Do not use mobile devices for banking.Current banking needs are met without the use of mobile devices.

Recommendations

Advanced mobile banking services like mobile shopping, QR code payments, BLIK.All processes available in mobile channels.They are ready for buying products in this channel.

Common experience in different channels.Offers with value like mobile deposits or better price for cash loans. Look for comfort and usability. Want everything quick.

This group must be convinced about secure nature of mobile transactions through marketing campaigns and demonstrations. To discover a need.

To persuade this group to use mobile banking. They also need to be informed about the security features of mobile usage.

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DESIGING FOR UNIFIED CUSTOMER EXPERIENCE

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Customers will receive new mobile payment

method

Launch in January 2015

Functional scope: POS payments, ATM

withdrawal, remote payments, P2P payments,

DOMESTIC STANDARD FOR MOBILE PAYMENTS

2 mln mobile banking users

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Credit Products in mobile:

Cash loans

Overdrafts

Overdrafts increase

2-MINUTES PROCESS WHEREVER YOU ARE, 7 DAYS A WEEK

INOVATIVE SERVICES – CREDIT PRODUCTS

MOBILE CASHLOAN

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INOVATIVE SERVICES – REMOTE ADVISOR

REMOTE ADVISOR

WHEREVER YOU ARE, 7 DAYS A WEEK YOUR ADVISOR IS JUST ONE CLICK AWAY FROM YOU!

VIDEO, CHAT, VOICE connection from banking

app on smartfon and tablet

User authentication

First in Poland in Mobile channel

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INNOVATIVE mSERVICES

CUSTOMERS USING BZWBK24 MOBILE APPLICATION (ANDROID AND IOS) ARE ABLE TO:

buy grocery goods, flowers, gifts and other

donate money to charities

pay directly from their accounts

MOBILE SHOPPING

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CUSTOMERS USING BZWBK24 MOBILE APPLICATION ARE ABLE TO:

pay parking charges in 31 cities

PIN is not required up to PLN 50

CAR PARKS

INNOVATIVE mSERVICES

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CUSTOMERS USING BZWBK24 MOBILE APPLICATION ARE ABLE TO:

buy public transport tickets in 130 Polish

cities

convenient and easy purchase of tickets

without a need for additional transaction

authorization, up to PLN 50 without PIN

support with promotions – free transport

days

PUBLIC TRANSPORT TICKETS

INNOVATIVE mSERVICES

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travel insurance dedicated to people

travelling abroad

24h assistance

Direct payment from account

TRAVEL INSURANCE

INNOVATIVE mSERVICES

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MOBILE GROWTH – BEST ON THE MARKET

1Q 2013 2Q 2013 3Q 2013 4Q 2013 1Q 2014 2Q 2014 3Q 20140

100

200

300

400

152 172 195239

281319

372

Number of BZWBK24 mobile banking cus-tomers (k)

91% growth YoY!

1Q 2013 2Q 2013 3Q 2013 4Q 2013 1Q 2014 2Q 2014 3Q 20140

200

400

600

800

88 116 159 219291

437

625

Number of mobile transactions in BZWBK24 mobile (k)

293% growth YoY!

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Thank you!

Tomasz NiewiedziałHead of Mobile and Internet Banking Area

Bank Zachodni WBK tomasz.niewiedzial@bzwbk.pl