PIERRE CARDENAS NCCO,MBA INNOVATORS OF CHANGE PRESIDENT/CEO

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1 PIERRE CARDENAS NCCO,MBA INNOVATORS OF CHANGE PRESIDENT/CEO

2 Let s Take a look at what is TAKING PLACE TODAY!

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12 Key Fact: In 2012, the number of credit union branches declined for the first time in the industry s 100+ year history. There were 27 fewer credit union branches that year than last. Have we hit the peak and the trend is now reversing? There will probably never be more credit union branches than there were in 2011

13 The big are getting bigger, while small credit unions are shrinking. If current trends hold, half the credit unions around today will be gone in the next 20 years.

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23 MULTI-CHANNEL VS. OMNI-CHANNEL

24 TRENDS I SEE TAKING PLACE IN THE INDUSTRY TODAY

25 New competition moving in!

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29 EVERYONE IS COMPETING FOR YOUR MEMBERS!.AND ITS ONLY GOING TO GET TOUGHER!

30 Airlines Saw it Coming 1 st! Or they are just cheap!

31 WARNING! Credit Union with RTMs and Tellers VS.

32 PERSONAL TELLER MACHINE

33 USE PENETRATION EASE OF USE IMMEDIATE CREDIT

34 SELF SERVICE IS PUTTING THE POWER INTO THE MEMBERS HANDS

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37 CAPITAL ONE S FIRST CAFÉ IN BOSTON

38 Wells fargo newest branch Too bad that Wells Fargo is so focused on High-tech and ignores High-touch. Kind of a Tin Man searching for a heart. It is easy to understand why they have no problem abusing their customers with triple digit APR payday loans and push them into financial death spirals. But, the High-tech makes someone at Wells Fargo feel better- it does not build trust or respect. 5 bank employees equipped with Microsoft Surface Tablets stoll around helping custom

39 Citibank newest retail branch Apple based facility

40 CHASE Self service built for speed

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43 p Top online bank

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45 PROBLEM RESOLUTION NEW ACCOUNTS LOAN APPLICATIONS SERVICE & ASSISTANCE FULL SELF SERVE BRANCH WITH MINIMUM STAFF

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48 EFFICIENT, FRIENDLY AND COST EFFECTIV

49 COFFEE SHOP!

50 THE BIG CHALLENGE HYBRID CREDIT UNION Serving your current members While attracting new members BOTH WANT IT DONE DIFFERENTLY!

51 Commonly called big data, it is the collection and analysis of large, complex quantities of marketing information. Financial marketers will need to figure out how to use big data marketing tools to capture, curate, store, search, share, transfer, analyze and visualize these massive data sets into usable information to better engage consumers.

52 DATA MINING Key to Proactive Lending Focus on your members 1st Data mining your current membership base for lending opportunities you are missing today!

53 Credit Union STRATEGY Many Loan Products Auto Loans Home Home Re-fi Small Biz Credit Cards Auto Re-fi Boats RV s 53

54 Credit Union s STRATEGY Programs to Drive Qualified Leads Auto Loans Home Home Re-fi Small Biz Credit Cards Auto Re-fi Boats RV s 54

55 Credit Union STRATEGY Programs to Expand Products / Household Auto Loans Home Home Re-fi Small Biz Credit Cards Auto Re-fi Boats RV s dataflow Data Warehouse Expand Products / Household: Data Scrub Lead Identification Lead Management Remarketing 55

56 OUTBOUND LENDING 10 COMMANDMENTS OF OUTBOUND LENDING PROACTIVE LENDING

57 WANTED: SALES PEOPLE

58 Hire Lending Experts that like to save members money OUTBOUND LENDING - $1.7 MILLION in one month Builds Relationships!

59 Hiring practices Follow the Hard Rock Café approach Crazy spiked haired intellect Hired to hire Who knows how to ROCK! Who are you hiring for??

60 INCENTIVE = SALES PERFORMANCE

61 EAT WHAT YOU KILL! HOW IS THAT FOR INCENTIVE!

62 Mobile Centric Strategy

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64 Mobile Loan Application Native application which facilitates control of device features such as camera for scanning Rapid setup can have private label lender up and running in a few hours Offered as an Allied MobileFI wizard, or stand alone application Integrates with most leading LOS s Supports multiple loan types Application Support full account and technical support

65 How Many Own Mobile Devices? Percent of American Adults 18+ Who Own Each Device 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 61% 58% 43% 91% 34% 26% Apr 06 Dec 07 Apr 08 Apr 09 Sep 09 May 10 Sep 10 May 11 Aug 11 Jan 12 Feb 12 Apr 12 Aug 12 Sep 12 Nov 12 Dec 12 Jan 13 May 13 Cell phone Desktop computer Laptop computer mp3 player Game console e Book reader Tablet computer Source: Pew Research Center, Internet and American Life Project,

66 How Many Own Mobile Devices? Percent of American Adults 18+ Who Own Each Device 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 61% 58% 43% 91% 34% 26% Apr 06 Dec 07 Apr 08 Apr 09 Sep 09 May 10 Sep 10 May 11 Aug 11 Jan 12 Feb 12 Apr 12 Aug 12 Sep 12 Nov 12 Dec 12 Jan 13 May 13 Cell phone 1: Mobile device ownership is exploding Desktop computer Laptop computer mp3 player Game console e Book reader Tablet computer Source: Pew Research Center, Internet and American Life Project,

67 Smartphone users check their phones times each day. Source: Infosys Report Engaging with Digital Customers, 2013

68 Smartphone users check their phones 2: Mobile is where consumers spend their time times each day. Source: Infosys Report Engaging with Digital Customers, 2013

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70 Build upon your least expensive customer channel

71 DELIVER A POSITIVE & POWERFUL REMOTE EXPERIENCE

72 Proactively Guide Choice of Channel Enable them to accomplish each task with minimum effort. Done well, the process will guide the customer to the lowest effort channel while still satisfying the customer's desire for choice. There are two main obstacles: 1. Lack of experience with non-branch channels. This prevents many customers from choosing the best-fit channel for their needs. 2. When customers have chosen a channel, they are reluctant to switch even if another channel promises easier resolution. CREATURES OF HABIT! WE NEED TO PROACTIVELY INCENT THEM TO TRY

73 The goal is to provide a better path for the customer to follow and to avoid customer disengagement as they are served through different, more effective and efficient channels.

74 There are 4 things we can be sure of!

75 There are 4 things we can be sure of!

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79 ANY QUESTIONS? PIERRE CARDENAS President of IOC