Social Enterprise™ for Financial

Services Gavin Jones - Sales Director, Financial Services A/NZ

in/glsjones

Lee Marshall - Principal Sales Engineer, Financial Services A/NZ

1960’s Mainframe Computing

1990’s Desktop Cloud

Computing

2000’s Mobile Cloud

Computing

2010’s Social

Revolution

1970’s Mini Computing

1980’s Client/Server Computing

Data Management

Apps

Business Logic Apps

Process Automation

Apps

Web Apps

Mobile Apps

Social

Apps

Ten Year Computing Cycles 10X more users with each cycle

Financial Services No Different

Bricks and Mortar Banks

Online Banking and Electronic

Payments

Social & Mobile

Currency ATMs and

Inter-bank Exchange

Trusted, Local Personal

Automation, Depersonalization

Self-Service, Paperless

Real-time,

Interactive

We’re In a Time of Change

Click here to add bullets

Social is Shaking Up The Financial Services

Industry

60,000

130,000 followers

Social is Revolutionary

Molly Katchpole

22-year old nanny from Washington, D.C.

Protests $5/month banking fees

What about

your company?

Your clients and

employees are social.

The Social Divide: Clients and Companies

How do Financial Services companies

bridge the social divide?

Delight Customers and Employees In New Ways

Product Social Network

SOCIAL ENTERPRISE

Employee Social Network

Extend

Collaborate

Work

Sell

Service

Customer Social Network

Publish

Listen

Engage

ProductSocial Pro le

More than 5,000 Financial Services firms use salesforce.com

Examples: Global

Institutional & Markets

Wealth Management General Insurance

Banking

Life / Health Insurance

Examples: Australia/NZ

Demo Introduction

Product Social Network

SOCIAL ENTERPRISE

Employee Social Network

Extend

Collaborate

Work

Sell

Service

Customer Social Network

Publish

Listen

Engage

ProductSocial Pro le

• Social Customer Profile for a personalized customer experience

• Providing social insights in a scalable way

• Employee productivity through social business processes

• Radian6 for social analysis and customer engagement

Introduction to Panelists

CBA – Andrew Murrell – General Manager

Digital and Social Marketing

CGU – Scott Gunther – Senior Manager,

Proposition Development

SFDC – Craig Poynton – Strategic

Engagement Manager, Customers For Life

Commonwealth Bank

Social Business

Andrew Murrell General Manager Digital & Social

June 2012 / Cloudforce

andrew.murrell@cba.com.au @CommBank @AndrewMurrell68

15

#1 Online banking

#1 In the youth

segment

53% of all payments

#1 & #2

itunes apps

#1 Social &

Facebook

1st Real-time

banking

>6.5m

customers

online

>2.0m

customers on

mobile

Leading

contactless

merchants

Relationship

with 1 in 2

Australians

Leading Mobile

Apps across

platforms

#1 Contactless

(5M PayPass

enabled cards)

CommBank Online

16

1 out of 8 Married couples met online

25% of Americans watched a short video on their phone…

2/3

of internet users visit social networks

67,000+ join LinkedIn daily

Twitter Growing at 1382% Growth per year

30% on facebook 50% visiting daily

13 hours of video uploaded to YouTube every minute

830,000+ join Facebook daily

20,000,000 join Facebook fan page every day

Facebook

2nd most popular website in Australia

25,000, 000,000 items shared by Facebook users every month

48% sharing content

800,000,000 people on Facebook (per day)

9 in 10 Seeking opinions of others

4th

Most Twitter Users

38% Interacted with a brand

Why do we care about Social Business?

• Increasingly customer experience with a brand is being driven through content and social recommendation engines.

• Leadership in paid and natural search is becoming a prerequisite to commercial success (80% of customer purchase journeys start with an online search).

• CBA is the most searched term in financial services in Australia but the impact of social results on those searches is only just beginning.

• By embracing social media platforms, technologies, communities and cultures we CAN drive staff engagement, customer satisfaction and shareholder value.

CommBank Social in 2012

Continue to build the Social platform

Embrace social BI and analytics to increase MFI through targeting of

social activity

Social Support to increase efficiency of scaling online & mobile.

Reduce overall cost of service and support

Improve merchandising of products on mobile devices and web.

Increase customer feedback & input

Leveraging the internal audience

Continue to build and market to communities of interest

19

andrew.murrell@cba.com.au

The Next Frontier:

Social, Mobile, Cloud 2012 Cloudforce – Sydney, Australia June 2012

CGU Insurance

Australia’s largest regional & rural insurer

Major provider of SME & Corporate insurance

Major provider of Workers Compensation insurance

~8% of total Australian general insurance market

Annual Gross Written Premium >$A2.4bn

~14% of total Intermediated general insurance market

Socially Active

Socially Active

Getting Social

CGU Padlock

CGU Padlock

Becoming a truly social enterprise – internal & external 1

2 Gain valuable business insights by listening intelligently

3 Crowdsourcing fresh ideas from biggest influencers

4 More than just text – expanding interactive media

5 Using social in a crisis to turn the frustrated into fans

6 Enhancing metrics & measures to align to business goals

7 Developing targeted lead generation programs

Social Media 2012

State

Broker

Groups

CGU Social Enterprise

CGU Social Media Monitoring

CGU External Collaboration

Customer

A

Customer

B

Digital

Intermediaries

Product

A

Product

C Product

D

Product

B

Social Enterprise

Be Part of the Revolution

Craig Poynton – Senior Manager,

Solution Delivery

Craig Poynton - Senior Manager Solution Delivery

Joined Salesforce in September 2007 after spending a number of years

with CapGemini in the UK as well as some time contracting. Has worked

for Salesforce in New Zealand, Thailand and now based in Sydney.

FinServ Vertical lead in Asia Pacific for Consulting

Experience in both IT and Business in Financial Services. Previous

incarnations have been IFA, Mortgage Broker, Bank Manager & various

Retail Banking roles.

Salesforce Certifications in Sales Cloud, Service Cloud, Advanced Admin

and Developer

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