1. KBC Bank Ireland The new world of Retail Banking – “High Tech, High Touch” Sales Institute of Ireland Annual Conference 22 nd May 2013 Head of Distribution KBC Ireland : Pat Watt

2. KBC has real ambition…and a clear Brand positioning 2 KBC Bank Ireland in 2020 A Top Retail Bank Leading on Innovation Customer Service Champion A Brand Leader Creative, Customer-Centric & Common-Sense

3. Irish Consumers Supportive So Far

4.  How to scale efficiently and effectively while maintaining a personalised approach to sales & service  How to deliver a compelling digital experience underpinned by a strong, welcoming physical presence  How to engage with our customers at the right time about the right things through the channel that most suits them 4 Key Distribution challenges

5. Delivering simple, relevant Banking & Insurance Products 5 Daily Banking Credit Saving and Investment Protection Customers Primary Banking Needs

6. Through innovative, multi-channel Distribution…& empowered staff Urban “Hubs” Regional Stores Agile Distribution Inside Sales Multi-Skilled Multi-Tech Online & Mobile High functionality, High “Personalisation” Customer Care First Point Resolution Multi-Tech Intermediaries Customers KBCI will distinguish ourselves by delivering a distinctive sales & service offering through:  Knowledgeable and empowered staff who consistently deliver friendly, personalised service and  Innovative, conveniently accessible and integrated physical and virtual channels Our Distribution channels will be famous for our distinctive service, simplicity and accessibility

7. Balancing “High Tech, High Touch” Customer Engagement Pop-up’s Mobile Advisors  “Retail Hub” Approach delivering Strong, Welcoming & Engaging Physical Presence  Phone & Digital Channels delivering Accessible, Customer Friendly & Innovative Sales & Service Highly Professional & Friendly Staff Customer-centric & simple Processes High levels of Personalisation Strong but simple Functionality High Channel Integration Real-time Customer Engagement 7 Intermediaries In-Store Capability includes: Meet & Greet Personal Advisors Digital Media Virtual Advisors Wi-Fi TBC Key Process & IT Enablers - Data Analytics, CRM, Channel Integration, & Lean Processes

8. 8 Delivering with Creativity & Innovation Innovative Store Design “Virtual” Advisor “Agile” Distribution A Great Team

9. 9 Key Organisational & Leadership Requirements Be Customer Focussed Be Agile Be Restlessly Innovative Be Committed JDI…!