United Overseas Bank Limited · SGX:U11
United Overseas Bank — SGX & Goldman Sachs Virtual Singapore Corporate Day 2021
20 slides from United Overseas Bank's conference presentation, Apr 1, 2021
Slide 1: TMRW 2.0: Driving Scale & Commercialisation
TMRW 2.0: Driving Scale & Commercialisation SGX & Goldman Sachs Virtual Singapore Corporate Day 2021 Kevin LAM MD, Head of TMRW Digital Bank Jimmy KOH MD, Chief Commercialisation Officer, TMRW Digital Group 1st Apr 2021 1
Slide 2: Agenda
1 TMRW Overview 2 2020 Achievements Agenda 3 Key Differentiators – Customer Engagement 4 TMRW 2.0 – Driving Scale & Commercialisation 2
Slide 3: Expand & Defend Strategy: Digital & Omni-channel
Expand & Defend Strategy: Digital & Omni-channel Digital bank customers migrate to omni-channel as banking needs evolve Expand Digital Bank • Young Professional & Young Professional Family • Lower cost digital operation – breaking branch limitations • Pioneer & innovation lab of digital transformati
Slide 4: TMRW's Vision
TMRW’s Vision To be the World’s Most Engaging Bank for Millennials S$10b market opportunity Built TMRW, a digital bank TMRW aspires be most simple, to capture Millennials targeting the digitally savvy engaging & transparent bank across ASEAN [1] generation for Millennials Strategic intent is to buil
Slide 5: TMRW Demographic Profile
TMRW Demographic Profile Successfully acquired highly active Young Professionals / Young Professional Families segments 23% Customer Base Distribution By Age 20-24 17% Highly Active 25-29 (≥4 financial transactions 25% 57% of monthly) 30-34 18% Customers aged 25-39 35-39 40-44 14% 17% 10% Active Mai
Slide 6: TMRW Products & Features
TMRW Products & TMRW Gamified TMRW TMRW Features Everyday Savings Debit Card Credit Account Account Card Expanding catalogue of products for our customers’ expanding financial needs TMRW AI-powered 24/7 End-to-End Cash Plus Smart Chat bot Digital Insights Experience Launched in Feb 2021 6
Slide 7: 2020 Business Performance
2020 Business Performance Customer Base Business Traction Officially launched in >300k Our customer base 5x Increase in total deposit +86% Increase in Credit Card Indonesia in Aug 2020 [1] Average deposit per customer higher Ending Net Receivable [4] Soft launch in Jan 2020, 10 for those onboarded i
Slide 8: High Customer Advocacy & Globally Recognised
High Customer Advocacy & Globally Recognised Industry leading NPS, App ratings & global accolades Net Promoter Net Promoter Score Score (NPS)* (NPS) 16 Prestigious Awards in 2020 +40 +51 Local leader: +39 Local leader: +45 Best digital Best digital Best UX/CX [1] in bank (ASEAN) bank for CX [1] Fina
Slide 9: TMRW User Experience
TMRW User Experience Key engagement differentiators of TMRW Insights cards Real-time expense tracking City of TMRW Enhancing Increasing Growing engagement balances transactions 9
Slide 10: Intelligent Serve – Easy to Scale Architecture
Intelligent Serve – Easy to Scale Architecture Unique orchestration of chat bot, live chat & VOIP call Key Differentiators Performance 1st Digital Service Model Emoji sentiment detection >95% Uses chat bot to orchestrate the delivery of service Conversations handled by Tia in combing self-service, F
Slide 11: WIN Program / Valentine Campaign
WIN Program Financial literacy always-on program in educating YP/YPF [1] on the importance of savings ‘Waktu Indonesia Nabung’ Makna Talks x TMRW 3,000,000 reach demotainment video Talkshow series https://youtu.be/GixpG6iqYLQ https://youtu.be/3YFlKKmO_mQ +15% CASA increase in 3 weeks Valentine Campa
Slide 12: Pledge of Change
Pledge of Change A pledge to curb unwise and develop better spending habits through TMRW ‘Pledge of Change’ manifesto video 5M views https://www.youtube.com/watch?v=vaCTPicYVl0 2.5B impressions 7.7M unique viewers ~8K user generated content +35% installs during campaign #BersumpahAkanBerub +24% CASA
Slide 13: TMRW 2.0
TMRW 2.0 Well positioned to drive Scale & Commercialisation Strategic partnerships Lean business model to CVP[1] to enhance customer to achieve scale accelerate path to experience & drive profitability higher revenues By building an ecosystem of Sharing capabilities & leveraging Fintech Building up
Slide 14: Building a Partnership Ecosystem
Ecosystem Partnerships Building a Partnership Ecosystem Customers Customer acquisition at scale & low CPA Tech, Transport Media & & Travel Data Telco (TMT) Portal Source of alternative data for credit E-Commerce Retail & Brand Lifestyle Owner Address customers’ pain points Food & Others Brand Enhanc
Slide 15: Transforming & utilising our data
Ecosystem Partnerships Transforming & Collect utilising our data Refine Store External Data Bureau data Paid data Validate Analyse Data from users Bank Data Transaction data Asset under management Deploy Model Partner Data Trigger Based Alerts Verification / Authentication Behavioural data Personali
Slide 16: Capabilities of TMRW shared across wider UOB franchise
Sharing capabilities Capabilities of TMRW shared across wider UOB franchise Shared Digital Capabilities AI Engines leveraged by TMRW and wider UOB On-Boarding Design & UI/UX [1] Enterprise-wide authentication module Sharing of best UI/UX [1] practices Data Program Digital Serve [1]: User interface/u
Slide 17: Enhanced Customer Value Proposition Roadmap
Enhanced CVP Enhanced Customer Value Proposition Roadmap Building up both sides of the balance sheet supplemented by fee income Enhanced CVP Roadmap Liabilities Assets Fee Income Referral to Omni Current & Credit Cards Digital Insurance Home Loans Savings Account Wealth Fixed Deposits Digital Credit
Slide 18: TMRW Thailand Cash Plus Launch in Feb 2021
TMRW Thailand Cash Plus Launch in Feb 2021 Views: >808k Views: >342k Views: >494k Videos uploaded on YouTube on 5 Feb 2021 18
Slide 19: TMRW's 2025 ambition
TMRW’s 2025 ambition 3-5m >60 35% Net Promoter Cost to Income Customers 3-5 countries Score Ratio
Slide 20: aRA
aRA RIGHT BY YOU
United Overseas Bank — SGX & Goldman Sachs Virtual Singapore Corporate Day 2021 on 6ix