Source: BrandFinance 2015

Rank Brand Name Domicile Brand Value

1 Wells Fargo United States 34,9

2 ICBC China 27,5

3 HSBC United Kingdom 27,3

4 China Construction Bank China 26,4

5 Citi United States 26,2

6 Bank of America United States 25,7

7 Chase United States 24,8

8 Agricultural Bank Of China China 22,7

9 Bank of China China 20,4

10 Santander Spain 18,7

11 BNP Paribas France 14,9

12 MUFG Japan 14,5

13 Barclays United Kingdom 14,2

14 Royal Bank Of Canada Canada 12,5

15 Bradesco Brazil 12,4

16 J.P. Morgan United States 12,0

17 UBS Switzerland 11,6

18 TD Bank Canada 11,1

19 Deutsche Bank Germany 11,0

20 Goldman Sachs United States 9,4

21 Capital One United States 9,4

22 Credit Suisse Switzerland 9,2

23 Itaú Brazil 9,0

24 Morgan Stanley United States 8,9

25 China Merchants Bank China 8,9

(US$ Billion)

Top 25 banking brands

MillionClients74.5

US$ BillionMarket Value54.8

U$$ BillionNet profit 20145.8

Source: Economic and Financial Analysis Report – 4Q/2014

Loan operations

US$ 171 Billion

• US$ 118 Billion in large corporates

• US$ 53 Billion in individuals

Wealth management

15 offices

Data center: Luxemburg

Consumer financing

+ US$ 36.5 Billion (individuals)

Total assets

US$ 389 Billion

Cards

CAGR 2013 – 2017: 15%

US$ 49.7 Billion billing

1,423 Transactions

Insurance

29% of profit participation

8,145Branches

50,006Correspondent banking outlets

(Bradesco Express)

8% Physical

1 Billion transactions/month

92% Digital

5% 3%

5%4%

6%

4%

21%

15%

23%

19%

26%

27%

14%

28%

Feb/14 Feb/15

Mobile

Internet BankingCorporate

ATM

Internet BankingIndividuals

Branches

Bradesco Express

Contact Center

1 Billiontransactions/month

Until

1995Single channel

offer

2008Multi channel

offer

2010Cross channel

offer

2012Multi channel

more sophisticated

2014+Omnichannel

Digital bank

Customer relationship development

Business regulation and Customer behavior

CRMBig data

Real time offerat contact point

Customer journeyin real time, delivering

captivating experience

Digital integrationOffer, information, sales

and efficient digital conversation in real time

Data analysis and Customer overall view

Digital and personalized relationship with continued experience

R&DCustomer experience for continuous innovation

Customer relationship integration

Consumer behavior:from physical to digital process

Increase recognition through PRESENCE

SELL (whatever the Bank

wants to sell)

LOYALTY (through the bank manager)

CRM CROSS/UP SELLING

Increase recognition through DIGITAL RELATIONSHIP

LOYAL FOLLOWER

(functionalities, services…)

Positive experience RECOGNIZE Customers’ PROFILES

PERSONALIZED sale(whatever Customers

want to buy)

CRM CROSS/UP

SELLING(social media integration)

“Traditional” approachSELL FIRST ENGAGE LATER

“Digital”CREATE EXPERIENCE ASSOCIATE SALE

Source: BCG Analysis

New digital reality

Customer experience

• Strengthens the relationship

• Increases sales

• New business model

• New products for the digital universe

• Personalized offer

Digital channels evolution

• Migrate from expensive to cheaper channels

• Need for constant innovation

• Speed of development/delivery

• Transfer the back office to the Customer

Internalinnovation

Open innovation

Social Networks Bradesco Next

ATM

Contact Center

Internet

Mobile

BeaconWelcoming Customers

Introducing Customers to ManagersSales by inclination

Wi-Fi in the BranchesDigital activation of Customers

Digital Advisory Point Managing lines

CRM for physical sales

Bradesco Next

ExperimentationCustomer learningUser experience

Digital technologyIndividual Customer support

PUSH Business

Bradesco Wallet with NFC

Chat/video withspecialists

Mobile

Connected car

Check deposit

APIs allowing business to be carried out

Wearables

Tagging and CRM

APIs allowing business to be carried out

M-TokenDigital validation of transactions

Strategic partnerships

Internet

Geolocalization

RecyclerMoney deposit in real time

Biometry

Prescheduled withdrawalvia Mobile

Integration of Channels

Intelligent check depositClearance by image

ATM

Voice command

Multi channel supportSingle line (e-mail, SMS, Chat)

Contact Center

WatsonArtificial cognitive computingCustomer support, wealth management and health insurance

Voice biometry

Business activation(CRM/APP Install)

Influencersecosystem

Brand advocates

Facebook

F. BankingSimplified transfer

Crowdfunding

Gamification

Social Networks

Staff profile

• Data scientist

• Story-teller (experience designer)

• Behavioral psychologist

• Risk algorithm specialist

• Community advocacy builder

Data acquisition& analytics

CRMCustomerExperience

Social Networks

DigitalNew game New skills

Thank you