1. Engaging customers in the new world Matt Dooley Head of Digital Experience, Global Commercial Banking, HSBC The Asian Banker Summit 2011 8 April 2011

2. Old Bank Engagement The Banker and Customer: Separated, two way communication, financial matters…..

3. Old Bank Engagement Evolving…..more transparent

4. Old Bank Engagement Evolving…..now multichannel

5. Bank Engagement

6. LIFE IN THE NEW WORLD Digital is all about experiences A blur between digital and physical Always connected Relevant, intelligent interaction and communication Security and privacy are of primary concern Too much information Social

7. ENGAGING CUSTOMERS IN THEIR NEW WORLD Creating a more engaging MORTGAGE experience

8. The customer’s view

9. 9 Collect info about places to live Collect info about house types Visit houses Visit suppliers Collect info about Finance Work out how much can afford Obtain valuations Get info on existing loan Find agent Find Solicitor Collect info about conveyancing Prepare house for sale Handle all paperwork Organise furniture storage Collect info on available houses View & inspect houses Collect info on services Collect info on loans Arrange property inspection Negotiate purchase price Find block Arrange purchase on land Find & appoint solicitor Find & appoint architect Find & appoint builder Check contract Organise plan approval Check building progress Submit bid Appoint solicitor Collect info on conveyancing Handle paperwork Apply for mortgage Finalise finance Make necessary arrangements Organise financial arrangements Check info on loan terms Visit bank to discuss loan options Find out how much can borrow Collect info required Complete application forms Get solicitor to check documents Sign letter of offer Sign mortgage documents Prepare new house Appoint removalist Arrange utility connection Organise move Inform of change of address Find out about local services Organise new bank arrangements Gather info on housing trends Find out about extensions & renovations Find out about changing financial situation Review housing alternatives Arrange final settlement Handle any contract problems Organise bridging finance Organise repayments Organise final inspection A complex and very important decision Over 60 different encounters with multiple information providers including banks The home buying experience

10. 10 A complex buying process

11. Place the bank in the experience

14. Click to the bank

15. Or simply become the experience.

16. View house details

17. Last sold

18. Estimate repayments

19. Local recent sales

20. Get the bank to contact you

21. ENGAGING CUSTOMERS IN THEIR NEW WORLD Customised Aggregated Relevant Social Source: Forrester ‘Future of Online Customer Experience’, Mar 2010

22. Expat Insights Expat Explorer, expatexplorer.hsbc.com Unique insight into expat life and issues Exclusive research, insights, and advice. More than 4,000 expats answered questions relating to their finances, quality of life, and even what its like to raise children abroad.

23. Customised by the end user

24. Relevant to you

26. Aggregated at the point of use

27. Engaging content

28. Appropriate products and services

29. Firstdirect.com Digital and Socially Active Bank Building brand, reputation, and customers through honest dialogue on social sites Social: the rule, not the exception

30. Social is changing behaviour “75% say friends influence brand decisions versus 16% for advertising” Source: BMRB 2009

31. The Social State that we’re in. “66% of people trust banks less that they did 5 years ago” Source: ICM poll of 752 UK Adults, January 2010

32. Social to listen

33. Social for insight and conversation

34. Social to amplify news

35. Social to inspire advocates

36. Social for more engaging ads

37. Social for brand

38. Social for trust, respect, and results

39. OTHERS ARE ENGAGING BANK CUSTOMERS

40. Lenders and borrowers engage directly Zopa.com Social lending marketplace People lend and borrow money with each other, sidestepping the banks. Both lenders and borrowers get better rates as they argue “more efficient” than traditional banking model

41. Enable engaging, simple payments Squareup.com Accept payments. Everywhere Enables anyone to accept debit and credit cards anywhere. Easy to use, card reader that plugs into a phone or iPad. No contracts, monthly fees or merchant account. Just one fee of 2.75%!

42. Aggregating accounts Mint.com Account Aggregator Easy to use. Easy to understand. Visualise all your personal finances and transactions to tell you what your worth and new things about your money, instantly

43. Aggregating your life Manilla.com Aggregator Allows you to view and manage your accounts, bills, alerts, offers and reminders in one spot, using one password. Automatically filing and archiving.

44. A Final Thought

45. Thank you Matt Dooley Head of Digital Experience, Global Commercial Banking, HSBC Email:matthewdooley@hsbc.com linkedIn: matthew dooley Twitter:mattldooley