Barclays Plc · LSE:BARC

Barclays — Investor Day (July 2018)

54 slides from Barclays's investor day presentation, Jul 3, 2018

  1. Slide 1: Think Digital, Think Barclays UK

    Think Digital, Think Barclays UK

  2. Slide 2: Ashok Vaswani, Chief Executive Officer

    Ashok Vaswani, Chief Executive Officer

  3. Slide 3: What does BUK look like?

    Think Digital, Think BUK WHAT DOES BUK LOOK LIKE? Retail, £1.8bn £581m 15.7% 24 million Business, Income PBT RoTE customers and clients Wealth and Q118 Q118 (excluding L&C) Q118 (excluding L&C) UK Cards 3

  4. Slide 4: Our world is changing

    OUR Think Digital, Think BUK WORLD IS TECHNOLOGICAL INNOVATION CHANGING RISING LEVEL OF ADOPTION GROWING CUSTOMER EXPECTATIONS INCREASING REGULATORY 4 FOCUS

  5. Slide 5: Digital transformation

    DIGITAL Think Digital, Think BUK TRANSFORMATION THE WAY WE DO BUSINESS CUSTOMER CENTRICITY #TRULYCONNECTEDFINANCE 5

  6. Slide 6: Think Digital, Think Barclays UK

    Ruchir Rodrigues Front end digitisation Head of Digital Raheel Ahmed Automation Head of Customer Channels, Experience and Engagement Catherine McGrath Think Digital, Data Head of Current Accounts, Payments, Insurance and Information Business Think Barclays UK Suresh Viswanathan Engineering Chief Ope

  7. Slide 7: Ruchir Rodrigues, Head of Digital

    Ruchir Rodrigues, Head of Digital

  8. Slide 8: Front end digitisation

    Think Digital, Think BUK Automation  Transforming customer journeys Front end Data  Personalised and digitisation connected Engineering experiences  Integrated human Culture and trust touch 8

  9. Slide 9: Smartphone penetration in UK of up to 95% by 2022

    Think Digital, Think BUK  Smartphone penetration in UK of up to 95% by 2022  87% of all journeys start via a digital channel 9

  10. Slide 10: We have the UK's #1 Banking App

    Think Digital, Think BUK We have the Most used UK’s #1 Banking App in Banking App the UK 10

  11. Slide 11: Transforming customer journey

    Think Digital, Think BUK Transforming customer journey Redesigning transactional journeys to be simple, intuitive and delightful with instant gratification Amend Direct Debits Report Lost/Stolen Card 11 Restricted - External

  12. Slide 12: Transforming customer journeys: 6 days to 6 clicks

    Think Digital, Think BUK Transforming customer journeys Redesigning product journeys for our customers PERSONAL LENDING DIGITAL JOURNEY 6 DAYS TO 6 CLICKS 320% value increase (2013 – 2017) 12 58% of all personal lending originates and fulfils digitally Restricted - External

  13. Slide 13: Exponential growth in customer engagement

    Think Digital, Think BUK Exponential growth in customer engagement Over 7.4 million customers now banking securely on-the-go # of interactions Over 120 journeys transformed… + Smart Call 1.7bn + + Video Banking Mobile Cheque Deposit 2017 + Pingit P2P … with + Siri Payments + Mobile Contactless Payme

  14. Slide 14: Personalised and connected experiences

    Think Digital, Think BUK Personalised and connected experiences Using relevant life moments, we are able to deliver personalised and connected experiences 14 Restricted - External

  15. Slide 15: Personalised and connected experiences

    Think Digital, Think BUK Personalised and connected experiences Using relevant life moments, we are able to deliver personalised and connected experiences +125% +96% +300% Home Savings Cashback insurance solutions rewards solutions 15

  16. Slide 16: Front end digitisation

    Think Digital, Think BUK Automation  Transforming customer journeys Front end Data  Personalised and digitisation connected Engineering experiences  Integrated human Culture and trust touch 16

  17. Slide 17: Raheel Ahmed, Head of Customer Channels, Experience and Engagement

    Raheel Ahmed, Head of Customer Channels, Experience and Engagement

  18. Slide 18: Automation

    Think Digital, Think BUK  Driving Automation to Automation Data deliver deeper customer Engineering engagement and scalability Culture and trust 18 Restricted - External

  19. Slide 19: >2 billion interactions through automation

    Think Digital, Think BUK THROUGH AUTOMATION IN: Digital >2 BILLION Physical channels INTERACTIONS EVERY YEAR Virtual channels 19

  20. Slide 20: 89% transactions automated

    Think Digital, Think BUK 89% TRANSACTIONS AUTOMATED  #1 Digital Engagement in 10% FIRST POINT OF the UK CONTACT RESOLUTION  #1 in Branch Automation Usage 1% BACK OFFICE 20

  21. Slide 21: Automating simple transactions and customer servicing

    Think Digital, Think BUK Automating Simple Transactions & Customer Servicing To remove effort for customers, improve efficiency and contain costs Less colleagues > 8600 handling Colleague supported transactions ~200m transactions removed ~0% ~110 Unique transactions 404 Fewer branches Marginal on BM

  22. Slide 22: Reinvesting the gains from automation

    Think Digital, Think BUK Reinvesting the Gains from Automation Digital APIs Chatbot 22

  23. Slide 23: Growth in customer engagement

    Think Digital, Think BUK Growth in Customer Engagement Shift from reactive to proactive Monarch +111% Airlines Interactions with customers about important life moments 23

  24. Slide 24: Automation

    Think Digital, Think BUK  Driving Automation to Automation Data deliver deeper customer Engineering engagement and scalability Culture and trust 24 Restricted - External

  25. Slide 25: Catherine McGrath, Head of Current Accounts, Payments, Insurance and Information Business

    Catherine McGrath, Head of Current Accounts, Payments, Insurance and Information Business

  26. Slide 26: Data

    Think Digital, Think BUK Front end digitisation  Digital to data Automation  Personalisation at scale Data  Strategic aggregation Engineering  Partnerships Culture and trust  Connectedness 26

  27. Slide 27: Richness of data

    Think Digital, Think BUK RICHNESS STANDOUT ANALYTICAL CAPABILITIES OF DATA DIGITAL EXPERIENCES EXPONENTIAL GROWTH 27

  28. Slide 28: Personalisation at scale

    Think Digital, Think BUK Personalisation at scale By leveraging our data, we can offer personalised, instant fulfilment The concept of six clicks to obtain a Barclayloan on BMB has now been extended to overdrafts and Business Banking 28

  29. Slide 29: Personalisation at scale

    Think Digital, Think BUK Personalisation at scale By leveraging our data and partner data, we can further enhance our propositions Personalised home insurance quotes now available in BMB, with instant fulfilment 29

  30. Slide 30: Personalisation at scale

    Think Digital, Think BUK Personalisation at scale By leveraging our data and APIs, we can go off our estate Offering pre-selected loans where our customers are 30

  31. Slide 31: Strategic aggregation

    Strategic Aggregation Think Digital, Think BUK By leveraging our data, partner data and our customers choosing to bring their data to us, we can further aggregate data for our customers NO SEPARATE APP NO LOGIN DETAILS SHARED USING APIs TO BRING FINANCES TOGETHER Trialling with our customers in the

  32. Slide 32: Strategic partnerships

    Think Digital, Think BUK STRATEGIC ENHANCE DIGITAL PARTNERSHIPS JOURNEYS CREATING RELATIONSHIPS IMPROVING CUSTOMER EXPERIENCE 32

  33. Slide 33: Data

    Think Digital, Think BUK Front end digitisation  Digital to data Automation  Personalisation at scale Data  Strategic Engineering aggregation  Partnerships Culture and trust  Connectedness 33

  34. Slide 34: Suresh Viswanathan, Chief Operating Officer

    Suresh Viswanathan, Chief Operating Officer

  35. Slide 35: Engineering

    Think Digital, Think BUK Front end digitisation Automation  Keeping customers safe Data  Less is more Engineering  Do it once  Data driven Culture and operations trust 35

  36. Slide 36: Engineering: keeping customers safe

    Think Digital, Think BUK ENGINEERING KEEPING CUSTOMERS SAFE  Self Healing, Mobile, Desktop & Server Telemetry  Investment in Cyber  Balancing Personalisation With Regulation 36 Restricted - External

  37. Slide 37: Engineering: less is more

    Think Digital, Think BUK ENGINEERING LESS IS MORE  From 1,075 Applications in 2015 to 550 in 2018  Shared Platforms 37 Restricted - External

  38. Slide 38: Engineering: do it once

    Think Digital, Think BUK ENGINEERING DO IT ONCE  Colleague = Customer  Deploy Across Multiple Channels 38 Restricted - External

  39. Slide 39: Engineering: data driven operations

    Think Digital, Think BUK ENGINEERING DATA DRIVEN OPERATIONS  Customer Obsessed  Ops Tech vs. Tech Ops 39 Restricted - External

  40. Slide 40: Engineering

    Think Digital, Think BUK Front end digitisation Automation  Keeping customers safe Data  Less is more Engineering  Do it once  Data driven operations Culture and trust 40 Restricted - External

  41. Slide 41: Ashok Vaswani, Chief Executive Officer

    Ashok Vaswani, Chief Executive Officer Restricted - External

  42. Slide 42: Culture & Trust

    Think Digital, Think BUK Front end digitisation Automation  Right culture and talent to deliver a Culture & Data 21st century bank Trust Engineering  Building customer trust 42

  43. Slide 43: #DigiSafe

    Think Digital, Think BUK #DIGISAFE OVER 4.8 MILLION CUSTOMERS took action to keep themselves digitally safe 43 Restricted - External

  44. Slide 44: Digital Eagles

    Think Digital, Think BUK DIGITAL EAGLES NATIONWIDE NETWORK OF DIGITAL EAGLES helping our customers adapt to the rapidly developing digital world around us 44

  45. Slide 45: Future workforce

    Think Digital, Think BUK FUTURE WORKFORCE INVESTING IN OUR COLLEAGUES to provide the skills and knowledge needed for the future 45

  46. Slide 46: Eagle Labs

    Think Digital, Think BUK EAGLE 17 EAGLE LABS ACROSS THE UK LABS providing a robust mix of ‘maker spaces’, to enable the quick and easy creation of prototypes through digital fabrication; and ‘incubator’ spaces’, to help fledgling businesses to create, innovate and grow 46

  47. Slide 47: What does all this add up to?

    WHAT Think Digital, Think BUK DOES ALL THIS ADD UP TO? 47

  48. Slide 48: Shape of our business has changed

    Think Digital, Think BUK Shape of our business has changed Income £m 2015 2016 2017 + Balance sheet growth + NIM discipline Income 7,343 7,366 7,383 - Unsustainable revenue - Regulatory Changes Impairment (706) (896) (783) - Macro and margin compression Costs (3,917) (3,882) (4,148) Impairment + Con

  49. Slide 49: Sustainable income generation through digital transformation

    Think Digital, Think BUK Sustainable income generation through digital transformation Reshaping the business Q118 Retail Digital Origination £7,343m £7,383m (1%) (1%) 7% Account Growth (4%) Digital Current Mortgages Loans Overdrafts Cards 2015-17 34% 58% 70% 73% 20.3% £ switching £ lending £ lending

  50. Slide 50: Funding digital transformation

    Think Digital, Think BUK Funding digital transformation Funding the transformation Investment Efficiency £4,148m (2%) Digital FTE Branch FTE 8% £3,917m +22% -4% Digital Estate Automated transactions +50% +10% Tech Cost incl. cyber +38% 2015 Investment* Net Efficiency 2017 * Investment includes digit

  51. Slide 51: Think Digital, Think Barclays UK

    Front end digitisation Automation Think Digital, Data Think Barclays UK Engineering Culture and trust 51 Restricted - External

  52. Slide 52: Think Digital, Think Barclays UK

    Think Digital, Think Barclays UK

  53. Slide 53: Notes

    Notes Page Term Note 3 PBT and RoTE Profit before tax and Return on Tangible Equity exclude litigation and conduct charges 9 Smartphone penetration Source: Deloitte, Global Mobile Consumer Survey 2017 9 Journeys started via digital channel Source: SAP Customer Activity Repository May 17 | Omni-Chann

  54. Slide 54: Disclaimer

    Disclaimer Important Notice The information, statements and opinions contained in this presentation do not constitute a public offer under any applicable legislation, an offer to sell or solicitation of any offer to buy any securities or financial instruments, or any advice or recommendation with re

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