2018 Credit Presentation
Strategic Priorities: Serve Customers Brilliantly
2018 Credit Presentation
Embedding voice of customer
in our businesses
Investing in digital and
physical channels
New brand strategy
2018 Progress
Target Outcomes
•
Listening to our customers and taking action
-
200+ front line staff driving improved service levels
-
100+ branches converted to full service
•
Significant improvement in
customer satisfaction and
advocacy
•
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
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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