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

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”

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  1. 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

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

  3. Irish Consumers Supportive So Far

  4. 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

  5. Delivering simple, relevant Banking & Insurance Products Customers Primary Banking Needs

  6. 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

  7. 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

  8. Delivering with Creativity & Innovation Innovative Store Design “Agile” Distribution A Great Team “Virtual” Advisor

  9. Key Organisational & Leadership Requirements • Be Customer Focussed • Be Agile • Be Restlessly Innovative • Be Committed • JDI…!

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