apidays LIVE London 2021 - Open up the vault by Katrien Van Gijsel, KBC
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The document outlines KBC's strategic approach to digitalization and customer engagement, emphasizing an 'open bank-insurance' model that integrates financial and non-financial services. It features a profile of a young professional named Margot, describing her aspirations and digital habits, while showcasing KBC's commitment to transforming customer interactions through automation and personalized service. Additionally, the document highlights the importance of APIs in the company's vision to be accessible across multiple platforms and enhance customer experiences.
apidays LIVE London 2021 - Open up the vault by Katrien Van Gijsel, KBC
- 1. Opening up the vault Katrien Van Gijsel APIdays London 27 October 2020 The KBC API journey
- 2. Strictly Confidential Demographics Hobbies Her godchild Peter Football: AA Gent fan Shopping Visiting museums, especially while traveling Dreams The simple live: girl/boyfriend, house, kids The good live: travel, go to restaurants, have fun Start her own business one day Engagements Climate activist Digital first, for everything, for everybody Meet Margot ‘You should try something new every day’ Age 23 Lives in Vlaams Brabant Education Bachelor Bedrijfsmanagement – accountancy BANABA Digital marketing & communication Job Social media strategist at Eneco First contract, starts 1st of November 2021 Family Currently at Hotel Mama, wants to move to her own place once she’s working
- 3. Strictly Confidential A year in the live of Margot A short trip Margot
- 4. New York JULY Australia SEPTEMBER Singapore APRIL Helsinki & North MARCH Paris DECEMBER London OCTOBER Jakarta FEBRUARY Hong Kong AUGUST JUNE India MAY Check out our API Conferences here 50+ events since 2012, 14 countries, 2,000+ speakers, 50,000+ attendees, 300k+ online community Want to talk at one of our conferences? Apply to speak here
- 5. Strictly Confidential A year in the live of Margot A short trip
- 6. Strictly Confidential A year in the live of Margot A short trip
- 7. Strictly Confidential A year in the live of Margot A short trip
- 8. Strictly Confidential A year in the live of Margot A short trip
- 9. Strictly Confidential A year in the live of Margot A short trip
- 10. Strictly Confidential A year in the live of Margot A short trip
- 11. Strictly Confidential A year in the live of Margot A short trip
- 12. Strictly Confidential A year in the live of Margot A short trip
- 13. Strictly Confidential A year in the live of Margot A short trip
- 14. Strictly Confidential A year in the live of Margot A short trip
- 15. Strictly Confidential A year in the live of Margot A short trip
- 16. Strictly Confidential A year in the live of Margot A short trip
- 17. Strictly Confidential A year in the live of Margot A short trip
- 18. Strictly Confidential A year in the live of Margot A short trip
- 19. Strictly Confidential A year in the live of Margot A short trip
- 20. Strictly Confidential A year in the life of Margot A short trip
- 21. Strictly Confidential Who are we?
- 22. Strictly Confidential Integrated bank-insurance group l 6 core countries l Retail, private, SME and mid-cap corporate clients 42.000 employees 11 mio customers Ca 1.400 branches KBC Group Passport
- 24. Strictly Confidential Concept Growth Productive KBC Mobile KBC Services Platform KBC Deals Kate Proactive Services KBC Developer Portal How KBC launches services From MVP to productive platform 1,6 million customers 500 000 customers 509 000 deals …
- 25. Strictly Confidential The model for the bank-insurer of the future The essence of Open and Beyond bank-insurance when looking forward at 2025 Open Bank-insurance Digitalization Bank-insurance • Digitalization of core financial products and services - Build or buy • Development of own digital channels Beyond Bank-insurance Open & beyond Bank-insurance Digitalization Bank-insurance Open Bank-insurance • Use of third party channels to sell financial products or services • Sell other financial institution products and services in own channels Beyond Bank-insurance • Add non-financial products and services to own distribution channels • Offer non-financial core capabilities (E.g.: digitals security) • Integrate offers of other sectors in our value propositions Open & Beyond Bank-insurance • Use third party channels to sell our beyond Bank-insurance propositions and/or non-financial core capabilities
- 26. Strictly Confidential Income under pressure in a VUCA world It’s the end of the world as we know it Fee-income vs costs BUBE (in bln euro)
- 27. Strictly Confidential 29 The updated Belgian strategy It’s a distribution battle: keep our existing clients and attract new clients
- 28. Strictly Confidential Our 3 B’s strategy
- 29. Strictly Confidential Differently the next level: sit back and relax, dear customer The 3 B’s strategy in KBC Belgium: we extend our services in our own channels and in those of others. We focus on the transformation of our current offering. In order to stay competitive in the future and attract both new and existing clients, our service offering will evolve along the lines of the 3 B’s: • Be Personal & Instant • Be all-in-one app • Be everywhere
- 30. Strictly Confidential Be personal & instant In order to improve customer retention, we have to digitize our products E2E, automate human interaction and create a seamless and personal customer journey KBC kanalen B1
- 31. Strictly Confidential Internal Kate, our virtual personal assistant, will bring our customers peace of mind Customers are no longer looking for branches but are seeking (human) interaction. B1
- 32. Strictly Confidential Customers will be able to ask questions to Kate A sneak preview B1
- 33. Strictly Confidential Kate will proactively contact our customers and help them Linked with the specific context they are in B1 Check limiet van mijn kaart
- 34. Strictly Confidential Be All-in-one app Extend our mobile first offering: attraction by going beyond banking KBC kanalen B2
- 35. 37
- 36. Strictly Confidential Attract customers in mass segment + 1,4 mio daily users that open the app more than once a day B2
- 37. Strictly Confidential 39 Extra services in 6 domains for retail clients Typically linked with a payment, preferably frequent usage and high volume services Mobility Telco & Energy Payments services Spare Time B2B B3 Administration Support society High frequency
- 38. Strictly Confidential Opening up our app for platform users Some services are available to all, others are for KBC-customers only B2 Goal alert Kinepolis
- 39. Strictly Confidential 41 Offering extra services to our entrepreneurs with partners Both in KBC Touch as in KBC Mobile 4 business B2
- 40. Strictly Confidential Remember our trip with Margot Looking at it from a 3B perspective
- 41. Strictly Confidential Be Everywhere We want to be present at the moment the client needs a financial solution. Partnerships are essential to offer our services in the channels of 3rd parties Visual(bumper loop) Service/product of KBC sold in the channel of a partner KBC captive channels External partners B3
- 42. Strictly Confidential 44 Clear focus on 4 adjacent ecosystems That we believe are relevant in a Belgian context, to support our economy housing mobility energy financial management B2B B2C To follow a B2BC strategy delivering B2B & B2C services within these ecosystems B3
- 43. Strictly Confidential 45 Developer portal as our digital store Learning and flexibility are key B3 On the KBC Developer Portal you can explore the business solutions and technical integration specs of our API. https://developer.kbc.be/
- 44. Strictly Confidential 46 Catering to hoodies and suits Speak the language of our client B3
- 45. Strictly Confidential Be Everywhere integrations & the importance of APIs 48 3 reasons why ‘API Ready’ should be applied at KBC 1. Market demand Partners we want to work with ask for (or impose) an integrated process, and want to stay owner of the customer journey. Non-KBC channels will become more important to KBC in the future. 3. Drive simplification & innovation Via API First, project teams & product factories will be forced to reinvent the current products and processes. Building ‘Uber-simple’ propositions and lego-blocks makes KBC’s processes flexible, so they can be reused in other settings. 2. Don’t miss out on opportunities Having flexible products and processes will enable us to quickly react on opportunities arising all over the (Belgian) market. Consumer driven design: how would the partner want to incorporate our offer? API's are the market standard for integration with partners, thus mandatory for the realisation of our Be Everywhere strategy https://developer.kbc.be/news/dark-about-apis-and-rest-no-problem
- 46. Strictly Confidential Architecture Business Technology Cost & Quality An API Ready architecture Service Design Thinking+ Cost efficient & Reliable API Ready IT services The four main building blocks for KBC to be API Ready API Ready – That’s how we do it
- 47. Strictly Confidential The API Ready architecture is in place & provides support for 3rd party processes 50 The ‘API Ready’ architecture is available. It allows linking our product factory infrastructure to the customer facing application at the partner’s side In addition, ‘Third Party Management’ foundations (TPM) have been implemented and are progressively extended to support ‘Be Everywhere’ processes. This allows our core Product Factory (PF) processes to provide 3rd party feedback on the sales process status, deliver reporting, manage commissions, ...
- 48. Strictly Confidential Rather than API’tising our current ‘complex’ processes, processes should be (re)designed with the 3rd party distributors in mind as of the beginning. This typically requires options in pricing, risk appetite and product scope for the different 3rd party types we want to target (e.g. comparator, car seller, …). By upfront defining the 3rd party contexts we want to address, and take them into account during our “Service Design”, we can assure product-market fit when moving to a ‘Be Everywhere’ context Service Design Thinking+ : When (re)designing a sales process, consider that the proposition will not only be distributed through our own channels 51 Pricing fully controlled Risk appetite fully controlled Only products of own choice are offered Correct pricing is crucial Risk appetite: acceptance rate might be different, depending on the commercial agreement Product: to be adapted to what is common on the market Pricing: less price-sensitive customers Risk appetite in line with KBC risk appetite Product: B2B
- 49. Strictly Confidential IT services which can act ‘consumer independent’ can be reused in both the KBC context (KBC Mobile, Touch, Business Dashboard, etc.) as well as in different ‘Be Everywhere’ partner contexts (comparator site, Tesla, partner hub for 2nd hand car reseller, etc.). API-ready IT services: pay as much attention to the suits as to the hoodies 52 Partner TPM Loan simulation API PF Service Simulate loan open loan Loan simulation interface Loan opened event Send ‘Loan opened’ message KBC Channel Customer facing application Board room Reporting Suits Hoodies
- 50. Strictly Confidential Cost-efficient and reliable 53 Simulation and API Call each time an Immozo visitor looks at the details of a house Not all current core services are designed to function efficiently within a ‘be everywhere’ 3rd Party context. Think for example of the potentially much higher volumes to be processed, and the related processing cost this would incur. Other non-functional requirements need to be assessed as well: e.g. availability of the service (e.g. during weekends), or service response times. A redesign of existing core services might be required in that case.
- 51. Strictly Confidential Balance business and tech Context changes everything 54 It’s all about the customer How changing client behavior opens up the vault of KBC And how API’s help us there
- 53. New York JULY Australia SEPTEMBER Singapore APRIL Helsinki & North MARCH Paris DECEMBER London OCTOBER Jakarta FEBRUARY Hong Kong AUGUST JUNE India MAY Check out our API Conferences here 50+ events since 2012, 14 countries, 2,000+ speakers, 50,000+ attendees, 300k+ online community Want to talk at one of our conferences? Apply to speak here