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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. KBC has real ambition…and a clear Brand positioning. Creative, Customer-Centric & Common-Sense.

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kbc bank ireland the new world of retail banking high tech high touch

KBC Bank IrelandThe new world of Retail Banking – “High Tech, High Touch”

Sales Institute of Ireland Annual Conference 22nd May 2013

Head of Distribution KBC Ireland : Pat Watt

kbc has real ambition and a clear brand positioning
KBC has real ambition…and a clear Brand positioning

Creative, Customer-Centric & Common-Sense

key distribution challenges
Key Distribution challenges
  • 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
slide6

Through innovative, multi-channel Distribution…& empowered staff

Customer Care

First Point Resolution

Multi-Tech

Inside Sales

Multi-Skilled

Multi-Tech

Urban “Hubs”

Regional Stores

Agile Distribution

Online & Mobile High functionality, High “Personalisation”

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

balancing high tech high touch customer engagement
Balancing “High Tech, High Touch” Customer Engagement
  • Phone & Digital Channels delivering Accessible, Customer Friendly & Innovative Sales & Service
  • “Retail Hub” Approach delivering Strong, Welcoming & Engaging Physical Presence

Mobile

Advisors

Intermediaries

TBC

Pop-up’s

  • Highly Professional & Friendly Staff
  • Customer-centric & simple Processes
  • High levels of Personalisation
  • Strong but simple Functionality
  • High Channel Integration
  • Real-time Customer Engagement
  • In-Store Capability includes:
  • Meet & Greet
  • Personal Advisors
  • Digital Media
  • Virtual Advisors
  • Wi-Fi

Key Process & IT Enablers - Data Analytics, CRM, Channel Integration , & Lean Processes

delivering with creativity innovation
Delivering with Creativity & Innovation

Innovative Store Design

“Agile” Distribution

A Great Team

“Virtual” Advisor

key organisational leadership requirements
Key Organisational & Leadership Requirements
  • Be Customer Focussed
  • Be Agile
  • Be Restlessly Innovative
  • Be Committed
  • JDI…!