Empowering the customer journey in retail banking

Transcription

1 Empowering the customer journey in retail banking

2 Introducing: Rob Parker Australia and New Zealand Banking Group (ANZ) Stephanie Leroy Experian

3 Name: Stephanie Leroy Role: Director Originations products Purpose: Drive the future of our software products to enable business growth and customer satisfaction Motto: Never stop creating Known for: Speaking to animals and cooking for charity 3 Experian 4/20/2017 Experian Public Vision 2017

4 Name: Robert Parker Role: Head of Retail Risk Customer Strategy and Infrastructure Purpose: To leverage data and decision technology across retail credit management lifecycle Motto: The data will guide us Known for: Various styles of blue ties 4 Experian 4/20/2017 Experian Public Vision 2017

5 Contents 1. Introduction 2. Key retail banking challenges 3. ANZ retail bank: Powering on with PowerCurve 4. Share experiences 5. Learnings for you 5 Experian 4/20/2017 Experian Public Vision 2017

6 Introduction 6 Experian 4/20/2017 Experian Public Vision 2017

7 ANZ Bank s Colin Turner wins Finance Benchmarks gong February 2016 Common decision platform earns nod It's great that our technology is being recognised for making a difference for our thousands of customers, and for making a big difference in their lives and in their banking 7 Experian 4/20/2017 Experian Public Vision 2017

8 Key benefits: Ready for positive credit reporting Much faster and more automated credit card system approvals Making a difference for our 1,000 s of customers Easy to use interface for risk managers 8 Experian 4/20/2017 Experian Public Vision 2017

9 ANZ bank, founded in 1835 Fourth largest bank in Australia when measured by market capitalization, and largest bank in New Zealand Ranked in the top 25 worldwide banks, based on capitalization Staff of 50,000 people Operational presence in 34 global markets, including Europe and America Banking and financial products and services More than nine million customers 9 Experian 4/20/2017 Experian Public Vision 2017

10 Key retail banking challenges 10 Experian 4/20/2017 Experian Public Vision 2017

11 Becoming responsive and agile now mandatory Retail banking is a high volume, fast-paced business with constant change Customer expectations are changing with a greater focus on speed and transparency Transactions and requests via digital channels eclipse those of traditional banking channels Level of competition and regulatory responsibilities intensifying Overwhelming level of data available 11 Experian 4/20/2017 Experian Public Vision 2017

12 ANZ retail bank s challenge Retail banking Infrastructure was outdated (~30 years) and highly fragmented with a plethora of silo and dispirit systems and processes across various products and channels Rob to present Too much text maybe? Resulting in: Highly manual processes within minimal straight through processing Time to decision measured in days Costly to maintain and difficult to integrate digital channels Slow or impossible to implement basic changes to risk policy Difficult to obtain data for reporting and analytics In-ability to take advantage of upcoming positive credit reporting Not responsive and agile! 12 Experian 4/20/2017 Experian Public Vision 2017

13 ANZ retail bank: Powering on with PowerCurve 13 Experian 4/20/2017 Experian Public Vision 2017

14 Product Product Product Product Product Where do you start? Credit Card Application Personal Loan Application Overdrafts Application Broker Home Loan Application Branch Home Loan Application Auto Loan Application Business Loans Application Customer Scoring Credit Card Scoring Limit Management Overdrafts Scoring Auto Loan Scoring Credit Card Collections Personal Loan Collections Overdrafts Collections Home Loan Collections Auto Loan Collections Business Loans Collections Data Data Data Data Data Unpicking 30 years of legacy would be near impossible 14 Experian 4/20/2017 Experian Public Vision 2017

15 Customer Solution: Back to basics At the core, retail banking is three principal functions Loan money Manage money Recover money Requiring Loan Origination Decision System Customer / Account Management System Collections and Recovery Management System Shared data 15 Experian 4/20/2017 Experian Public Vision 2017

16 Customer Single platform with specific modules made sense Loan money Manage money Recover money PowerCurve Platform Loan Origination Decision System PowerCurve Originations PowerCurve Customer Management Customer / Account Management System PowerCurve SM for Authorization Collections and Recovery Collections Management System PowerCurve PowerCurve Shared Connectivity data 16 Experian 4/20/2017 Experian Public Vision 2017

17 All in one Collections SM for Real-time Authorization Originations PowerCurve Better decisions, faster Strategy management Customer management 17 Experian 4/20/2017 Experian Public Vision 2017

18 Payment plans Integrated reports and dashboards Originations Business processes (BPM) Personalized web pages Bureau and data integration Activity reporting Transaction level authorization strategies in real-time Collections SM for Real-time Authorization PowerCurve Better decisions, faster Strategy management Customer management Customer profiles account and customer level strategies Score cards Business rules Assisted Design Strategy reporting 18 Experian 4/20/2017 Experian Public Vision 2017

19 NEW! PowerCurve Collections delivers key collections capabilities on a single platform PowerCurve Collections Data connectivity and enrichment Decision management Operational collections workflow Design studio Managed from a single desktop studio Self-service portal Reporting and insight 19 Experian 4/20/2017 Experian Public Vision 2017

20 PowerCurve journey in ANZ Bank PowerCurve Originations 2014 PowerCurve Connectivity to Multi-Credit Bureaux 2015 Four million transactions processed across four key business portfolios 2017 PowerCurve Customer Management PowerCurve Collections 20 Experian 4/20/2017 Experian Public Vision 2017

21 What s coming next May 2017 Go-live with PowerCurve SM for real-time authorizations Mid 2017 Go-live with PowerCurve Customer Management for home loans and personal loans 2018 Go-live with PowerCurve Collections platform to support personal loans Extend PowerCurve Customer Management for small business and consumer credit cards Extend PowerCurve Collections for home lending, small business, consumer credit cards 21 Experian 4/20/2017 Experian Public Vision 2017

22 The PowerCurve platform Recurring themes Faster time to revenue, Faster time to market Expanding to provide an end-to end platform Expanding software delivery and Experian deployment options Big Data and Advanced Analytics 22 Experian 4/20/2017 Experian Public Vision 2017

23 Share experiences 23 Experian 4/20/2017 Experian Public Vision 2017

24 Why ANZ Bank chose PowerCurve from Experian Strong alignment to solving responsiveness and agility challenge Single, simplified platform with modules aligned to credit lifecycle High degree of change agility Enables business self service to tune strategies with precision Plug and play style connectivity to pull in rich data sources Supports easy connectivity to digital channels Supports customer centric decisioning 24 Experian 4/20/2017 Experian Public Vision 2017

25 How our customers benefit Seamless origination experience agnostic of product and / or channel Data collected once and re-used across events Aggregated limits set at customer level allowing increased choice and flexibility Single collections conversation with sustainable outcomes Faster time to approve with realtime responses 25 Experian 4/20/2017 Experian Public Vision 2017

26 Change agility Risk managers now self-service updates to credit strategy across credit lifecycle Changes deployed in rapid and agile manner Single easy-to-use user interface with minimal training overhead Ability to execute continuous test and learn programs via champion / challenger approach Full audit trail of strategy updates and changes across entire credit lifecycle 26 Experian 4/20/2017 Experian Public Vision 2017

27 Flexibility and extensibility New data sources and services can be easily added Since 2014, ANZ has connected to PowerCurve : Internal customer performance data Real-time fraud detection via Hunter Property intelligence hub for real-time valuations Tri-bureau connectivity for consumer credit bureau Dual-bureau connectivity for commercial credit bureau Transactional income / expense profile data Internal case management workflow tool 27 Experian 4/20/2017 Experian Public Vision 2017

28 Learnings for you 28 Experian 4/20/2017 Experian Public Vision 2017

29 Think about opportunities Drive for customer centric decisioning Harmonize customer functions without re-platforming Consolidate different businesses into one unified platform Apply this retail banking case study to other vertical markets (i.e., telco, insurance, retail) Increase business profitability Acquire and manage profitable customers 29 Experian 4/20/2017 Experian Public Vision 2017

30 The PowerCurve suite Make the right customer decisions in dynamic business environments. 30 Experian 4/20/2017 Experian Public Vision 2017

31 Questions and answers Experian contact: Stephanie Leroy Director, Originations products Experian, Decision Analytics 31 Experian 4/20/2017 Experian Public Vision 2017

32 Share your thoughts about Vision 2017! Please take the time now to give us your feedback about this session. You can complete the survey at the kiosk outside. How would you rate both the Speaker and Content? 32 Experian 4/20/2017 Experian Public Vision 2017

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