Investor Presentaiton
Digital
Digital transformation will enable process simplification and accelerate
channel migration, improving productivity and customer experience.
Changing customer behaviour
c.75%
The Group's streamlining programme will sustainably reduce RBWM's costs
Investment brings 2017 exit costs to 2014 levels
Without investment, inflation drives rising costs
Digital sales
volumes1
(million)
Branch area²
(million sq.m.)
2014
2014 2015 2016 2017
C.-20%
Digital
transformation
Product and
service
automation
2014 2015 2016 2017
Channel
simplification
2015
2016
2017
2017 exit
cost rate
■ Enhance digital platform and service capabilities Simplifies
■ Accelerate deployment across geographies
Improve supporting digital operations
customer
interactions
Optimise end-to-end customer journeys
Automate sales and service transactions to
deliver straight through processing
Deliver effortless multi-channel capability
Empower customers via self-assisted sales
Optimise branch and contact centre footprint
Improves
productivity
Enhances
customer
experience
1. Retail sales for mortgage, loans, cards, savings, current accounts, through digital channels in top 7 markets (includes ATM / third party sales)
2. Top 7 markets
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