Future of Retail & Digital Banking at CAP COM

The Future of Retail & Digital Banking at CAP COM Robert Roemer, Susan Fogarty & Jason Greco present the exciting future of “digital differentiation” at CAP COM!

DIGITAL TRANSFORMATION MAKES HEADLINES...

2014: 7 Ways to Navigate Digital

Disruption in Banking 2015:

The Great Digital Banking Debate

2016: How Banking Can Improve the

Digital Experience 2017:

Leading the Way in Digital Banking

2018:

Becoming a “Digital Bank” More Than Lipstick on a Legacy Pig

2019:

Becoming a “Digital Bank” Requires More Than Technology

2020: How Covid Permanently Changed

Americans’ Financial Habits 2020: What Banking Will Look Like

After the Pandemic

TIPPING POINT

DIGITAL BANKING ENROLLMENT & THE ACTIVE USER BASE SPIKED BY 14% YOY

AN AVERAGE ACTIVE DIGITAL BANKING USER LOGS IN 26X PER MO.

CONTACT CENTER VOLUME REALIZED A 25% INCREASE YOY

SECRET TO BEING DIGITALLY RELEVANT 2019 Plans Coming to Fruition

Salesforce highlights: • 360 view of members • Modern AI capabilities • Keeping human aspects

SECRET TO BEING DIGITALLY RELEVANT 2019 Plans Coming to Fruition

Member Benefits: • Differentiation • Beyond off-the-shelf • Deeper functionality

MEMBER EXPERIENCE

CAP COM leverages CRM

• CAP COM leverages CRM (Salesforce) data and Artificial Intelligence to identify a member interested in planning for her daughter’s education.

• She would receive a notification about CAP COM’s College Bound program via her preferred communication channel (text message).

APPOINTMENT SETTING • Our member is very busy... she is concerned that it will be difficult to “stop in” and wait at a branch.

• She finds out from the notification that it will be easy to make a digital appointment to fit her schedule.

NEXT GEN OLB / MOBILE • Member’s daughter finds out about Scholarships and submits her application.

• She later logs in to a new co-branded portal and sees her scholarship has been granted. She is able to complete the acceptance documentation via DocuSign.

Branded Experiences (CSEA)

WHAT DOES THE FUTURE HOLD? • Purecloud • Financial implications of OLB • Need for better account opening • Digital signatures

FINANCIAL IMPLICATIONS OF DIGITAL BANKING SERVICES

NOW WHAT? NEXT FEW YEARS...

•

DIGITAL ACCOUNT OPENING • Some vendors have this process down to 2.5 minutes • Look to provide the ability to support many funding options (debit and credit cards, ACH) • Look for opportunities to reduce the need for manual data entry via Apple / Facebook / Google account information • Salesforce can provide the automation framework • Allows us to move towards a fully digital workflow • DocuSign can be used where needed via plug-ins.

• Tailored automated decisioning rules can be implemented • Allows data to immediately be available in our CRM system post account creation

DIGITAL ISSUANCE & REAL TIME PAYMENTS Move to FIS Debit Q1 2021 - credit will be mid-2021