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WELCOME

UFSC
Toronto Chapter
September 22, 2011

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Financial Services Technology Trends

September 22, 2011

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Today‟s Objectives

Share with UFSC members some of the current and emerging technology trends that we see in the Financial Services Sector

Review our approach to delivering business value in the Financial Services marketplace

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Agenda
 

Who is TELUS? Trends in the Financial Services Industry


TELUS Financial Services Strategy
Business Value of TELUS Solution Offerings

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TELUS Highlights
„THE FUTURE IS FRIENDLY‟

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TELUS At A Glance
   

35,000 Team Members
$10 Billion Revenue Business & Consumer Products Top-quartile leader among global Telco‟s

Impressive list of awards
– Dow Jones Sustainability Index (9 yrs in a row) – One of the 25 most respected corporations in Canada – 2010 Freeman Philanthropic Services Award (1st Canadian Company)

– Canada‟s best diversity employers
– Canada‟s 10 most admired corporate cultures

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TELUS Strategic Imperatives 2000  Present
     

Provide integrated solutions delivering business value Partner, acquire and divest as necessary Build national capabilities ($2B Cap-ex in 2009) Focus on growth markets, data and wireless Invest in our business and country ($73B+ invested in past 10 yrs) “We give where we live”
Consistent strategy has allowed TELUS to focus on delivering unique solutions that maximize value for our customers, our shareholders, and our communities
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„THE FUTURE IS FRIENDLY‟


Focus on delivering business value not technology Trust, integrity and transparency

„Our people are our sustainable competitive advantage‟

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Technology Trends Financial Services Sector

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What‟s Happening in the FS Industry?
   

Global Financial Crisis US close to default Greece, Ireland, Italy…..others, close to bankrupt. Recovery slower than expected despite major investment What about Canada? Banks/Insurance report strong profit performance Gain strength in global markets Battle for domestic “Wallet Share” Protect base from offshore competition & new entrants
– – – Canadian Tire Bank Rogers applies for banking license Google Wallet – announced today
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   

Financial Services Business Strategies
Commonality across the industry:

Deliver Superior Customer Experience Protect our Intellectual Property (People) Enhance product and service offerings Lower Costs and Increase Productivity Scalable Infrastructure
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Emerging Technology Trends

Deliver Superior Customer Experience
– Branch of the future – Mobile Banking & Payments

– Megasite
– Remote Deposit – Peer to Peer transactions

Protect our Intellectual Property (People)
– Work from home – Remote advisor – Data Mining – BYOD

Lower Costs and Increase Productivity
– Intelligent offers – targeted product offers
– Cloud computing – Self Service – click to chat – Workflow re-engineering & automation – http://www.youtube.com/watch?v=xFz9ptxkIBU&NR=1

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TELUS Financial Services Strategy

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TELUS Focus Areas

To determine where we will invest, we must understand how our customers and their customers want to communicate!

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The Future Financial Services Consumer

  

2007 & 2009 surveys of Canadian consumers Executed by IDC on behalf of TELUS Objectives:
– Provide our clients with current Canadian research targeted at understanding the future consumer and their communication preferences – Compare trending in customer expectations (2009 vs 2007) – To better understand the issues our clients are facing in servicing their ever demanding customers – To provide guidance within TELUS as to how to position our solutions to help our clients delivering better customer experiences
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Survey Results - 7 New Segments To Consider

The Integrated (10%)

Social Networkers (12%)

On the Move (9%)

Urban Established (21%)

Internet Savvy (17%)

Strugglers (11%)

Traditional (20%)

Segmentation based on adoption of technology and communication preferences seems to be a better way to diagnose customer interaction strategies
Source: IDC, 2009 – Percentages represent distribution of Canadian population

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Segments Differ Dramatically in Their Communication Preferences

100 80 60 40 20 0

Integrated

Social On The Move Networkers

Urban Established

Internet Savvy

Traditional

Strugglers

IM

Text

E-mail

Social Networking

Personal Site / Blog

2 Key findings; - Age is not a predictor of communication preference - Key growth segments have defined communication preferences ... is your Enterprise ready?
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How Do Banks Compare?
175

SEGMENT INDEX SCORE

Source: IDC, 2009

144 131 123 114 105 97 111 100 86 75 61 51 71 63 101 105 125 116

140

100

93 92

25 Integrated Social Networkers On The Move Urban Established Internet Savvy Traditional Strugglers

Total

BMO

CIBC

Scotia

Note: Index Set To 100 For Each Segment – Scores represent relative penetration against index
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Trend #1..... Customer Experience Management
Financial Service Organizations are devoting money and resources to improve the overall Customer Experience
Improve quality of service and hence their brand  Retain customers and build loyalty  Increase focus to expand/deepen relationships  Customize and segment their offerings  Sustain long-term growth and strengthen financial performance

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Trend #2..... Flexible Work - What Is It?
Remote Work Telework Workshifting Working from home Mobile Working Peak Shifting E-Commuting Green Work Home/Near/Off-shoring

Enabling work when and where it is most effective
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Why is Flexible Work So Important? Harris Decima research tells us....
1.

Workers prefer it
 58% prefer the option vs 32% who prefer to work in the office  Commute times in GTA average 80 mins - longer than NY or LA

2.

Its Beneficial for companies
 Potential employees are attracted to companies who embrace flexible work  Money is the #1 motivating factor for employees seeking work - flexible work arrangements is #2  Employees work harder, are more productive and loyal

3.

Flexible work programs are becoming the norm
 46% of workplaces currently “allow” flexible work.  54% of managers who currently don‟t offer flexible work are willing to do so

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The Payoff at TELUS….
TELUS currently employs a comprehensive flexible work approach that provides a triple bottom line return
•People
• ½ workforce enabled and 5,000+ home workers daily (1,000+ call centre agents) • Increased morale, decreased attrition/absenteeism, increased talent attraction • 13,865 hours of commute time saved

•Planet
• $122,000 /year in fuel & car maintenance cost savings • CO emissions reduced by 204 metric tons/year

•Profit (for TELUS)
• 40% reduction in real estate and utility consumption • 25% reduction in capital build costs • Built in Business Continuity and DR • ~$100m in annual savings

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The Business Value of TELUS Solution Offerings

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TELUS Solution Offerings
TELUS COMMUNICATIONS
Integration and Optimization

Legacy Network Services
•PSTN •WAN / LAN •Centrex •Long Distance •Voice & Fax Services •Calling Cards •VPN Services •Network Access/ Diversity

Mobility
•Largest & Fastest Network •Multiple networks •Remote ABM‟s •Secure IP connectivity •WAN Back-up and/or replacement

Unified Customer Experience Communications Management And Collaboration
•Unified Communications •IP Telephony •Audio/Web Conferencing •Video Conferencing & Telepresence •Web Streaming •Digital Signage Consulting, Training •Contact Centre Technology •IVR/Speech Analytics •Quality and Workforce Mgmt •Customer Experience Solutions •Web Integration •Click to chat/call •Secure Contracts •Off/Near Shore Outasking (Inbound/Outbound Calling, IT and BPO)

Data Centre Infrastructure
•Data Centre Hosting •Server Virtualization •Desktop Support /Database Services •Hosted Exchange / OCS •Storage •SAAS •Business Continuity

Security
•Resell of hardware •Consulting •Management •Vulnerability Testing •Identity Management •Research •Managed F/W •VPN/SSL VPN •IDS / IPS •PCI Compliance

Health & Financial Services
•Tele-Health • HealthSpace •Upopolis •Assyst Real Estate •AssurePay Tax And Remittance •Mobile Banking and Payments •Managed Retail Banking

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Unified Communications

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What is Unified Communications ?
Making multiple types of communications tools work better together

Workflow Applications Voice Team Workspaces

Primary Business Drivers

Improving contact management and productivity - finding the right person or resource immediately Enabling mobile/remote and workers with the same capabilities as office workers Avoiding travel time and costs Faster decision making through collaboration and Integration of business processes and data (CRM, inventory, production status) with communication tools Collaborating with customers, partners, and suppliers

Email

IP IP

IP
Convergence

IP

Documents & Files

IP
Voice Mail

IP
Convergence Convergence

IP

Audio/Video Conferencing

• •

IP
Web Streaming

The “Aware Network”
IP
Convergence

IP IP
Web & Data Conferencing

Digital Signage

Instant Messaging

IP
SMS / Text

IP
Calendaring

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Canada‟s Premiere Audio/Video Conferencing Provider
 Leveraging over 30 years of experience…
• Only full service Coast to Coast Provider of Advanced Collaboration Solutions Over 100 highly trained and industrycertified employees Full Breadth of Audio/Video Solutions • • Complete boardroom design, build, and integration Desktop video to TelePresence to access to our over 5000 worldwide public rooms Managed or un-managed Audio or Video services

Industry Recognition and Certification
Frost & Sullivan - 2008 North American Video Conferencing Market Leadership Award
Tandberg Platinum Partner Polycom Canada Reseller of the year 2008 Platinum Certified Partner Cisco - Global Public Sector Partner of the Year Gold Certified Partner

• •

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Managed Video Conference Services
“Making it as easy as Audio Conferencing”
Video Conference Systems Service Level Agreements Managed Video Conference Services Reporting and Optimization Conference Services System Implementation Services System Management Services

•Full End-Point Solutions: Desktop to TelePresence •Reliability: Pro-active management, Responsive help desk, Best practices Consultation, Pre Call Set up, Call launch and proactive monitoring •Easy to deploy: On Demand or “High Touch” Scheduling

•Flexibility: Pay per Use, Flat rate plans, Hosted or On-Premise Conferencing infrastructure

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Digital Signage

Driving efficiency, brand awareness and exceptional customer experience - all while saving money on posters, travel, training…

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TELUS Digital Media Solutions (DMS)

TELUS Digital signage since 2002 Platform
– – – – – Hardwired IP (Cisco), Cellular 3G (Mediatile), Measurement (CognoVision) Content partner (Alchemy) Flat Panels (LG, Sony, Mitsubishi, Samsung) TELUS Hosted, Software-as-a-Service (SaaS) model

Implementation, Management & Support
– Equipment, install and network – Partial or fully managed (content and services) – 24x7 NOC, content & network expertise

  

Integration - 30 years A/V experience Consulting - Strategy, Content, and ROI Exclusive CDN Integrator - Stratacache Our largest DMS client is streaming video to offices in 40 countries
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Mobility Offerings

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TELUS Key Differentiators
    

Largest & Fastest network in Canada Cost Control & Cost Certainty Fully Managed and Integrated Services Security Wireless Replacement of Terrestrial Networks

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TELUS National HSPA+ Network Coverage

Largest & Fastest Network in Canada
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Business Applications
       

Mobile Mortgage Team (Financial Advisors,…) Mobile Payments (M-wallet) Remote ABM Network Kiosks (PCF Pavillions) Temporary locations (RSP season) Flexible Workspace (Hotelling) Branch Back-up Wireless Offices (displacement of terrestrial based networks)

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Customer Experience Management

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TELUS Customer Experience Management Overview

Why TELUS?

We bring together class leading services, applications and infrastructures….. To enable our clients to achieve industry-leading return on their customer experiences, no matter what channel the customer chooses to connect

Strategy Alignment with Best Practices
• Agent Desktop Tools • E-mail Management • Incident Management • Chat & Co-browse • IVR & Speech Recognition • Knowledge • Up sell / Cross sell • Analytics • Workforce Optimization • Manage Agreements & Contracts
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• Self Serve • Knowledge • Feedback • Surveys

• Cloud Monitoring • Communities

Solutions Focusing on the Customer Experience
Consulting
Consulting & Advisory Services

AAS
Agent Anywhere Solutions

CCS App’s
Contact Centre 3rd Party App’s

 Contact Centre Consulting
 Analysis  Transformation  recommendations

 CEM Advisory
 Future Consumer  Branch of the Future  CEMA

     

LiveXchange Working Solutions Support Excellence At Home Agent TELUS International Flexible Work Styles
CEM
Customer Experience Management

 Verint (formerly Witness / Blue Pumpkin)
     Quality Monitoring Speech Analytics Performance Management Workforce Management Coaching

 NOVO
 Call Recording  Quality Monitoring

 TELUS SSA
 Hosted IVR  Notifications

 TELUS Frontline  TELUS Secure Contracts

 Nuance
 Speech Recognition  Advanced IVR Solutions

 Aizan
 Hosted Voice

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TELUS Frontline Customer Experience

Web Self-Service
Mobile Chat and Co-Browse Email Management Web Experience Design

Support Communities Innovation Communities Cloud Monitoring Social Experience Design

Intelligent Voice Automation Multi-Channel Agent Desktop Contact Center Experience Design

Customer Feedback Service Sales Analytics Marketing

Knowledge Foundation Enterprise Integration & Extensibility
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Business Value
2,000+ Enterprise Clients Globally 55% email reduction 97% of emails answered in 24 hrs Saving $1 million per month 72% reduction of inbound emails 25% reduction in call handle times 7X increase in Net Promoter Score
 

Retain Your Customers’ Loyalty
• Provide a better CE • Monitor & protect brand in the social media “cloud” • Garner feedback from Customers

Increase Revenue
• Cross-sell and up-sell clients • Increase online conversions through live chat and co-browse (up to 20% improvement) • Segmented and leverage targeted email communications

Increase Efficiency
• Reduce inbound emails by 30 – 70% (self service) • Reduce or automate incoming calls by 10 – 30% (self service) • Reduce AHT (Avg Handling Time)

Reduce IT Spend
• SaaS model enables quick ROI • No hardware/software to purchase, deploy or maintain • Fast deployments

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TELUS Secure Contracts
   

“A Software as a Service solution converting paperbased processes to digital, paperless, ones”
Over 400 customers in US/Canada

Document Handling
Workflow Engine Digital Signature Enabler Integration Engine

BUSINESS VALUE
Retain Your Customers’ Loyalty
• Reduce trips to the branch for simple transactions • On-line self service • Speed to complete transactions (4 days to 1 hr or less)

Increase Revenue

• Reduce abandoned deals to near zero% • Functions: Credit Check (Equifax) ID Verification, Legal Entity Validation built right into the agreements  Increase Efficiency • Legal – complies with US, Canada and EU laws (Fintrac, IIROC) • Contract completion time down by 65% • Secure - hosted by TELUS in a SAS70 compliant, carrier-grade • Staff / advisors can handle 2X the transactions data-centre

Reduce Costs
• Avg documents cost $10 to $45, can be lowered to < $2 per document • SaaS model enables quick ROI (1 to 3 months) • No hardware/software to purchase, deploy or maintain • Paper costs virtually eliminated (purchase, storage, shipping)

Any Paper Based Process
    

New Account Opening Asset Transfers Know Your Client

Quality of Information
• Completed documents from 55% to 90%+ • Errors down from 40% to 10% • Zero % lost documents

Account Maintenance/Change
Human Resources

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Security Offerings

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TELUS Understands Security
TELUS and the University of Toronto‟ Rotman School of Management jointly developed the largest and most comprehensive Canadian study on Canadian IT Security Practices.

Download your copy to gain insight into your industry and peers: http://www.telus.com/securitystudy Relevant Canadian business content and benchmarking.
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TELUS Security Services – An Extensive Portfolio
TELUS Managed Security Services (MSS)
TELUS Integrated Security Services (ISS)

TELUS Consulting Security Services (CSS)

• Management and Monitoring Solutions • Managed FW/ VPN • Managed SSL-VPN

• Resale, Architecture & Integration • Log Management / SIEM • Network Intrusion Prevention • Multi-factor Authentication • Email Security Appliances • Network Admission Control • Wireless Intrusion Prevention • Security Testing tools • Firewalls & VPNs • Encryption (disk, mobile) • URL filtering

• Governance, Risk, Compliance (SAS) • Security Program Development • Security Program Assessment

• Managed Intrusion Prevention
• Managed Authentication • Email Protection Service • SecureMail encrypted email

• Systems and Application Security (SAS)
• Identity Management • Security Testing • Secure Software Development

• Vulnerability Management
• Log Retention & Analysis • Desktop Backup service • Managed NAC (TEES)

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Third Party Validation of our Capabilities….

End Customers

Manufacturers

Academia
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Summary

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Canadian Financial Institutions are:

Investing in improved customer experience
– Technology, training, process improvement, bricks & mortar

Reducing Costs/Improving Efficiency
– Process re-engineering, cloud computing, virtualization, selective outsourcing

Integrating Emerging Technologies to achieve their business goals

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