1. Transition to online service Robeco Retail Amsterdam | 28th May 2015 Basil Schoonens b.a.schoonens@robeco.nl 06-46054604 For institutional investors 1

2. 2 Robeco The need for change Vision Implementation Results Contents

3. Percentage investing households Reason 1: decline of market Declining market (source Retail investor) 3

4. Reason 2a: low satisfaction of customers Source: klantpanel MarketResponse, 800 tot 1.300 Nederlanders

5. Reason 2b: declining satisfaction Robeco customers Tevredenheid banken De dalende trend die ingezet is in augustus 2011 in de beoordeling van Robeco heeft zich doorgezet. Het rapportcijfer komt uit op een 6,8. Gemiddeld genomen zijn klanten iets kritischer geworden.

6. Reason 3: fast changing customer behaviour Source: Steven van Belleghem, When Digital becomes human

7. Change!  Adapt to strong changes in market- and customer behaviour  Become more attractive for our customers: improve satisfaction

8. 8 Robeco The need for change Vision Implementation Results Contents

9. Vision: the future is digital and human! A successful customer relation in the future contains rational (digital perfection) and emotional (human touch) aspects

10. Vision: focus on quality and your costs will decrease

11. 11 Robeco The need for change Vision Implementation Results Contents

12. Implementation: digital transformation  Reduce complexity and focus on your core competence  Redesign customer processes, make them digitaI, invest in IT  Create automated contact flows, based on business rules  Use online selfservice: tools, video, webinars, chatbot, FAQ’s  Experiment with new communication channels  Adjust your opening hours to new channels  Hire online specialists in your contact center

13. Implementation: extreme focus on customer satisfaction  Create persona’s of your focus customer  Measure satisfaction in all channels, as much as possible!  Give everybody in the organization a target on customer satisfaction  Collect customer feedback, create the ‘Voice of the Customer’  Use the ‘Voice of the Customer’ as your most important change driver

14. Implementation: customer transition to online 14 Robeco  For long term success we had to become more attractive for new (younger) customers  And for short term we had to retain our (older) customers. We had to convince them of the attractiveness of our new online service model and help them to go online.

15. Implementation: human transformation  Strong rise of customers expectations, preferred channel is online  Digitalization (online self service) reduces jobs in the contact center  Teams get smaller and are merged  Specialists need to transform to generalists: invest in knowledge and skills  Make sure employees are motivated, involved and proud

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17. Results: Robeco website winner in independent research! 17 Robeco

18. Results: life chat is growing rapidly (webhelp is replacing call) 18 Robeco

19. Results: strong decline in calls, strong rise in online visits Klachten

20. Results: strong increase in customer satisfaction and NPS NPS is almost positive! Live chat scores highest customer satisfaction

21. Results: growing number of customers 21 Robeco

22. We won the NCCA Award for Customer Service Online 22 Robeco

23. Questions? 23 Robeco Basil Schoonens b.a.schoonens@robeco.nl 06-46054604