Investor Presentaiton
Serve Customers Brilliantly
Embedding voice of customer
in our businesses
Investing in digital and
physical channels
2018 Progress
Bank of Ireland 2018 Results Announcement
New brand strategy
Target Outcomes
•
•
Listening to our customers and taking action
-
200+ front line staff driving improved service levels
-
100+ branches converted to full service
Robotics delivering equivalent to >300 FTEs, resulting in significant enhancement of
customer journeys
Customers increasingly choosing digital channels
10m+ monthly engagements on our mobile app, up >25% on 2017
Direct and digital wealth sales increased to 35% (from 0% 2 years ago)
• Repositioning of brand underway, supported by multi-year customer strategies
Significant improvement in
customer satisfaction and
advocacy
Straight through processing;
digital journeys
API foundation for Open
Banking
#1 for customer experience
and brand in Ireland
Bank of Ireland
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