Intelligent Digital-First Banking Experiences: Salesforce Financial Services Demo | Salesforce

So let's switch gears. So, you know, we've talked about it. I think it's time to see. To see a demo, right? What would a digital banking experience look like, feel like powered by Salesforce? And to do that, I want to invite up Jeff Otto, who leads our financial services marketing team, to walk us through a demo. Jeff, over to you.

Thanks, Rohit. Well, it's great to be back in New York City. I lived here for many years, and, you know, I think everybody that lives here can agree this is the most convenient city in the world, right? Everything you need, two blocks away, max. Well, I don't know if you caught this, but on one of Rohit's slides earlier, there was a quote, convenience is the new loyalty. And today we're going to tell a story about convenience. We're going to tell a story about digital first banking experiences that are uninterrupted and by nature, convenient. So this story starts with Rachel Adams. Now, Rachel is a recent New Yorker, just moved here. She's kicking off her new job, right? And with that, reorganizing her life. She's looking for a new bank account. She's doing what many of us do. She's surfing. Maybe she's looking at reviews on NerdWallet, she's looking at her phone and all of this data, this rich contextual data, often it's lost. But not today. Not today, because Cumulus bank is leveraging Salesforce Marketing Cloud and our new data management platform. We're going to pick up those breadcrumbs, critical information about how to engage Rachel, even though at this point we don't know who she is. Right. We can add Rachel and the millions of Personas like her to an audience of millennials interested in an interest checking account, for example. Right. And so, because we have that context, we can use marketing automation, put her on the right journey and engage her on the channels that she cares about. And so, with some help from Matt and Rachel over here in the demo station, let's take a look over at Rachel's iPhone and see what this looks like. So we've got roughly, I don't know, 1.2 billion people on planet Earth doing this right now. They're logged into their Facebook account, surfing on it, right? Rachel's no different. She's looking at friends posts. She's looking at travel options. Right there. Though, in context, we see that Cumulus bank has served up a relevant offer just for her. So let's click into that now. Should we bounce Rachel out to a web form, maybe have somebody call her tomorrow and follow up. No, no. We're going to engage her right now in context on the channel that she's in inside of Facebook Messenger. And with our partner, Neuraflash, we're going to engage her with an intelligent chatbot that's going to use natural language to explain and answer basic questions that she has about this offer. You can see 60 basis points for this interest checking account. It's not too bad. She's interested, right? She says, hey, I want to sign up. So that buying signal, it's understanding that natural language. And we're going to say, you know what, Rachel, let's sign you up right here and now. Not wait. Let's take advantage of this opportunity. Rachel punches in her email address, and she's given an onboarding package specific to this offer that brings her right into the Cumulus Web app. Now, we don't want Rachel to have to type in more information, right? So we're going to use social sign in. Go right in with some of that information. Now, we don't get personally identifiable information from just Facebook, but we don't want Rachel typing that all in. So why don't we take a photo of her driver's license, and we're going to pull that information, her date of birth, her address, other relevant things right off of that photo and load it into the onboarding flow. So again, let's reduce the friction. Let's take away these opportunities for Rachel to be slowed down. Right? All that data loaded in. We need a couple more items. Let's punch in her Social Security number. We also have a few security questions that Rachel can fill in. And her dog is Lassie, apparently. Quick spin through the terms and conditions to make sure she's comfortable with those. Now we're down to the final step. It's critical that Rachel is who she says she is. Right? And with fraud these days, we gotta be careful about that. Now, of course, traditionally, we can schedule that meeting with Rachel and a personal banker at the branch, right? Justin woods is going to help her out. But what if it's freezing cold outside? You guys remember that second week in January here in New York? It was about 15 degrees, wasn't it? She doesn't want to leave her comfy couch. Why don't we try something that's automated that she can do from the comfort of her home? Now, we could run a credit check on her, but maybe she's a millennial. Maybe we don't have enough credit history to get from Rachel. So what are we going to do? Well, the good news is Cumulus bank has two way video chat powered by sos. We can immediately connect Rachel from the comfort of her couch with a Cumulus bank representative who will quickly be able to verify her identity. And so we're starting that session and Matt from Cumulus is going to have a chat with Rachel.

Hi, Rachel. How are you today?

I'm doing well.

How are you Doing well, thanks for asking. It looks like you're almost done setting up your Cumulus bank checking account. I just need you to do one thing. Could you hold up your driver's license next to your face so I can verify your identity?

No problem. Here you go.

Great. Looks just like you. Congratulations, Rachel. Your identity is verified and you can begin banking with Cumulus. Would you like me to help you set up and fund your account?

You know, I got this far. I think I've got it covered.

Great. I'll text you a link to our mobile app where you can set up and fund your account on your own. Have a great day.

Thank you.

All right. Hey, let's give Matt and Rachel a round of applause. That was great. So just to recap what we just saw here today, what we saw was an intelligent experience that understood a prospect right and the right way to engage her. We then saw a digital first uninterrupted banking experience that really drives convenience. And in today's competitive market, convenience can be your secret weapon to earning the loyalty of your customers. That's it. Back to you, Rohit.

Thanks, Jeff. Damn.