Sign Hawaii Banking Memorandum Of Understanding Computer

Industry sign banking hawaii memorandum of understanding computer

good afternoon everyone on my name is Hannah story with Hitachi solutions thank you for joining us today before we get started I just want to mention a couple of housekeeping items it's everyone on the attendee line can keep their phones muted so we can there were made any background noise and if you have questions during the presentation please submit them using the questions window or the chat box in GoToWebinar and we will answer those at the end if time permits so without any further ado I'm going to pass it over to Phil and we'll get started good afternoon everybody my name is Phil du de vich I appreciate you all taking the time to join us today to discuss three tools that top banks are using to increase customer engagement so we're going to cover a multitude of topics here today things like customer engagement itachi solutions engage for banking solution we also have an engaged for for credit union solution today will be focused a little bit more on the banking side we're also going to talk a little bit about analytics and being able to understand our customer data both from within Dynamics 365 as well as potentially third-party or even some public data that's available out there and finally we're going to cover a little piece on social engagement as we start to look at how the landscape has adjusted and continues to change around us and in the culture of how folks interact we have to start to engage with people a little differently out in the open and an open forum so we're going to look at some tools that are available at our fingertips to help us improve those engagements and really understand those engagements a little bit better so without any further ado let's let's get started kicking off here so I wanted to start off with with a little overview about who we are who he tachi solutions is I know some folks on the line are familiar with us some folks may be a little less familiar but I did want to give you a brief introduction as to as to who we are so Hitachi Solutions is a number one global Microsoft Dynamics practice we focus exclusively on Microsoft technologies and that includes customer engagement or formerly CRM that includes ax and that includes BAC and analytics are really going to be focusing today on the customer engagement as well as the analytics piece of that puzzle we have 300 plus team members this really is specifically around the customer engagement focused area but we have 300 plus team members on staff working on on Microsoft projects and working on financial services projects we have over 1,500 successful projects that we have delivered and we're able to utilize a lot of the experience the best practices in the industry insight that goes into each and one of those successful projects into developing our future projects and finally we like to look as we like to look at ourselves and our relationships with both our customers and with Microsoft as one smart partnership we're here to provide the industry insights and the technological experience to help your projects succeed but ultimately we want to be viewed as a business partner and we want to be a partner that helps you achieve your business goals in the long run so following that up just a little bit about us as far as our microchip Microsoft partnership you can see we have a number of partner of the Year awards from Microsoft so 30 partner of the Year winners 19 Customer Excellence winners 18 inner circle achievements and 20 president's club achievements what I really like to spend time on here is really looking at those 19 times Microsoft Customer Excellence Awards and that really speaks to not the job that we do as Hitachi solutions but the eight the the work that we're able to accomplish with our customers we receive these awards because our customers achieve ultimately their goals and were able to implement excellent products that's what we are always trying to do so finally just one more piece said I know you all have have probably heard of Hitachi maybe you've got a touchy power drill or an air conditioning unit or something like that and we are part of that one Hitachi but we are a segment of that one Hitachi so itachi is the 38th largest company in the world we independent we operate independently underneath Hitachi we have 37 partnerships external partnerships so those may be with ISPs with folks like Microsoft etc that help us really achieve the the technology goals that we look to achieve we have more than 400 customer references 10 plus vertical solutions like I said today we're going to be focusing on banking and credit unions over a thousand dynamics consultants and 1,700 Microsoft business consultancy so that's a little bit about who we are as itachi solutions and now I want to take a little bit of a shift and start to look at at who you are who are we speaking to today and these are really the folks out there in the world that are working in credit unions and banks in an increasingly challenging environment especially when it comes to things like regulatory compliance when it comes to things like customer expectations these things are consistently evolving and becoming a little more challenging so hopefully we'll address some of those some of those challenges as we go through the this presentation so starting off we can really start to look at the industry pressures in banking that are really forcing change today so on the left-hand side we really have those disruptive forces things like technology changes things like regulatory changes that really require banks credit unions financial services institutions in general to reevaluate potentially the way they do business and the technology that they utilize to do business on the right hand side we can see those evolving customer needs right talked a little bit upfront about the changing customer demographics of things like social Media have really started to shape the presence of our brand recognition out there on the open market and really how our brand is being represented and perceived can be seen a lot of times through things like social media and social engagement okay a couple of key key stats here that I think are really interesting when we when we start to look at technology solutions in this space and you can see this top circle right here 15% of customers and more than 50% of Gen Y customers are likely to leave their bank in the next six months the top reasons for that are ease of use and service so what can we do as a bank as a credit union or as a technology department to partner to help to ease those pains among your members or among your customers to reduce that total turnover among our clients and the second point down below 79 percent of bankers agree that artificial intelligence will revolutionize the way they gain information from and interact with customers so we're going to spend a little bit of time looking at some of the platform pieces that we can put in place to help really leverage the the future of technology and artificial intelligence specifically in the financial services space so when we look at all those pressures right we've got those industry pressures from a regulatory perspective from a technology perspective and then we've got all of those customer pressures that are coming on right the changing demographics the increasingly sophisticated customer bases we really have a balancing act that we need to maintain okay and we're going to take a look at at how we can start to implement and start to balance those things out to provide us the flexibility to achieve all of the goals that we have from a regulatory as well as from from a from a customer satisfaction perspective but also scale with us and enable any future developments to be accounted for so less piece here and this just speaks a little bit more to some of that more granular information about customers and where they see and where they need our industry to change right we talked a little bit about the 15% of customers and 50% of gen-y customers are likely to leave their bank in six months eighty percent of bank customers prioritize online and mobile functionality 80 percent of customers would switch to an insurer that provided personalized service and that's going to flow through I think not only to the insurance side but also to the banking side right the new norm is for extreme extremely high levels of customer service and customer engagement and we have some tools that can help you achieve that okay and finally traditional banking customers seek more personal or tailored solutions and they're happy to consider alternatives to traditional banks we see that a lot of time and and those folks from Silicon Valley who are making a push maybe a little bit into the banking space right they've been able to leverage some of the technology out there and really provide provide some interesting options for clients and provide competition in the space that that we haven't really seen in the past okay so let's start talking about some solutions here we've looked at some of the challenges some of the problems how do we as itachi solutions and you as a credit union or a bank start to overcome some of these obstacles and put the right pieces in place so that we can get to where we need to be okay first thing we're gonna look at is engage for banking this is going to be a little bit about a little bit about mobility it's gonna be a little bit about working through things like outlook and it's gonna be a little bit about customer engagement the core theme though is that no matter where you are no matter what role you have in an organization we have the tools to provide you all of the information that you need to get work done wherever you are whether you're out in the field whether you're working on an outlook or whether you're working directly in Dynamics we can go ahead and provide you all the information you need without adding the extra workloads you know to go in and quote do CRM at the end of the day right these to be things that are natural that work the way that you work and that's what we're gonna look at okay so number one was as we start to look look through here and I think hopefully you're gonna see we're gonna be able to provide you a 360-degree view of your customers is and households and again that's across all platforms be it mobile be it working on your computer be it through things like Outlook or office integration we're going to improve productivity with familiar tools and role-based dashboards so we don't want to create extra work we want to be able to provide the tools to the end users that allow them to work the way that they want to work while providing them the incentives that they need by utilizing the new tools that we put in front of them and finally work together effectively wherever and whenever you need to right so that covers those things like Outlook the mobility solution what we're working on a tablet or an iPhone or the or the laptop we can get that key okay so let's last piece here Before we jump in and start looking at a little bit of product is an overview of our core banking solution and this is very similar to to our credit union solution but you could see we have three core pillars of the solution and today we're going to look at some pieces that are really common through all of them specifically in in in the customer 360 but as part of the engage for banking solution there is a retail banking portion that includes customer and referral management which we're going to look at loan origination and servicing next best product next best action we offer commercial banking solution which includes relationship management and modeling deal process management so how do we get a deal through through the sales process segmentation and coverage and then wealth management how do we engage with our clients manage our clients create service level engagements and finally householding which we're really going to take a look at today okay on the right hand side we we have our industry partners that we frequently utilize specifically in this place in this space and across the bottom you can see the tools ultimately that we leverage to put our solutions into work so all of this sits upon the Microsoft cloud and then there's a layer really you can think of it it's a toolbox of hitachi essentials tool that we bring to any implementation that helped us to really streamlined the implementation and ensure product product effectiveness okay so without further ado let's let's jump into some some product demonstration here and I'm gonna start like probably most of you I'll start your days by taking a look at my mobile device bear with me for just a second well I share my screen all right so here I am sharing my iPhone screen we're gonna take a look at the dynamics 365 app for the iPhone this app is also available specifically for the iPad or Android tablet or Android phones it's going to be the same experience across all devices the only difference is if we are utilizing the tablet we're gonna have a little more real estate to work with so the layouts going to be a little bit different so here I'm just going to jump in to my to my productivity or my work folder here on my iPad and I'm going to open up my dynamics application and the first thing you'll see when you open up your app is that you're gonna be provided with some proactive notifications directly from this system now this is really system intelligence surfacing information that the system thinks I'm going to need to know so these aren't notifications or tasks or reminders that I need to go in and set up these are things that the system recognizes as potentially being important for me to consider completing for today so you can see at the top we have an opportunity that's closing soon so since I have a closed date of January 23rd the system saying hey we're probably gonna want to go ahead and take a look at this today maybe you have some work you need to do we can scroll down a little bit we can see we've got some tasks some meetings and this is really how I think most of the folks start their day off they wake up before I even my feet even hit the floor in the morning I'm grabbing my my iPhone and I'm checking to see what it is that I need to do and then I can start to do some research and plan out my day so here let's go in and I'm just going to click on this meeting at 3 o'clock with with Hitachi we're gonna click on it and open it up I'm going to open the appointment and we can actually start to drill down directly - my dynamics 365 data from my mobile device so you can see I've got my appointment information I've got my required attendees I've got the opportunity that this is specifically in regards to so I can jump in and open up the opportunity and say okay I've got this meeting coming up what am I trying to accomplish where is this opportunity in the sales pipeline and how can I move it forward so at the top of the screen you can see we have our sales pipeline stages represented through through these drops who qualified develop and propose I can go ahead and move this opportunity through the pipeline as I continue to work on it so if I want to move it to the proposed phase I can go ahead I can mark all these items complete save it and this is going to move up to the next stage of my pipeline as I scroll down I can start to get some more information about this opportunity so we've got some fun dates estimated assets customer details contacts that are important in this opportunity I've got some key dates and I've got industry details product details so we can show as much or as little information as we want to see and finally I've got my activity timeline so this is going to show me all the most recent act interactions with this specific opportunity so not only things that I've done but things that folks from other members of my team may have done as well so right here I can go ahead if I want to I can open a filter and I can start to to filter my specific activities to understand what's overdue what's active what do I need to work on what's new that somebody else has done to really give me the insight that I need to make sure that we're all as a team operating on the same wavelength okay and once I finish up with my meeting with with with Hitachi here can go ahead and just quickly enter a note and I'm just gonna click on the enter a note I'm just gonna write meet here and I can go ahead and just voice some meeting notes into my cell phone the meeting went well the customer wants to proceed once that's done I can just close it out save it and that note will be saved across dynamics 365 and anybody in my organization is going to have access to that right so again it's all about being able to stay active on-the-go stay connected to all the information that I need and make sure my team has all the information they need at any given time all right so now maybe I've done some work I've prepared for my meetings for the day I can go ahead and I want to start planning on some more strategic things I just hit my home button here and I can see my my my dashboard this is really a sales pipeline sort of an opportunity view this might be something a branch manager would be real interested in because we're breaking down not only the sales pipeline but we've got estimated revenue by line of business by estimated closed date and we've got estimated revenue by owner now all of these dashboards are interactive so if I'm out on the go and I want to see hey what are all of Phil's opportunities I can just click on the chart and you'll see it's going to filter down that total number of open opportunities so now let's say maybe I wanted to see my opportunities by line of business I can just click again we'll get another filter and now I'm down to a hundred and two opportunities I can just click that open it up and review all of those opportunities on the go so because we're always connected to Dynamics 365 we always have the most up-to-date view of our data wherever we are ok so typically once I'm once I'm done I'm caught up for the day maybe I've straight mapped out where I need to go who I need to speak with the next step is or what I do when I get to the office usually on I'm thinking about opening up email and starting to get some work done there usually have some emails to catch up on some people have reached out to me and I need to need to start getting some work done there ok so here I'm opening up Outlook you can see I've got a new meeting there a new excuse me a new email from Joel I can click on that and because I'm integrated with Dynamics 365 I can go ahead and click the dynamics button and what the system is going to do is it's actually going to search for the email address and you can see we've got some demo data mixup in here but the system is going to search for the email address and find a contact that belongs to that email address so as soon as I hit track the system's going to show me all of the most important information about the contact in question about who that email came from so here you can see I've got some contact information about Mike I've got the last time I met with them who he works for if he has any active loans any recent branch interactions these may be manually entered into dynamics they may be things that we integrate from a core banking system but we can provide visibility into that as needed we're going to have any active referrals open opportunities we're gonna have investment accounts visibility into that all of these are available to us and of course we can tone these down or open these up based on security privileges to make sure only the right folks see the information that they need to see so once we've found out a little bit about about Joel or Mike here I can go ahead and respond to them and I can go ahead and track this email in Dynamics 365 not only can I track it against my contact but I can track it against an opportunity if I want to as well so now anytime I look at that opportunity in Dynamics or on my mobile app or an Outlook I'm gonna see this email tracked ok so I'm just gonna track it over guys to this open opportunity just picked one here and now that email will show up everywhere ok so once I'm done with with my email and I've responded maybe I've set up some appointments and meetings by the way work just the same way I can go ahead and track those in Dynamics 365 I can set them regarding certain contacts companies opportunities accounts right so maybe we're tracking a an investment account or we want to talk about an investment count or having a quarterly portfolio review something like that we can set all of those regarding but the next thing I'm probably gonna do are potentially going to do is jump into dynamics 365 so here I just pulled up when I when I log in I'm gonna be able to view some core dashboards this is that same dashboard I looked at in my mobile device you could see all the same information I can interact with it just like I could on my phone or my so I can drill down into certain segments of the pie all my charts are going to refresh my lists are going to refresh based on all of the selections that I make so once I find the information that I need or the opportunities that I'm looking for I could go ahead and start getting some work done in this case let's say I wanted to actually go ahead and start doing some research or start reviewing some customer or member details I can jump in and pull up pull up a contact form in Dynamics 365 so I could drill down to them directly through my dashboards or I can search form and ultimately I'm going to arrive at his customer 360 page now a couple of things I like to point out here is first and foremost we like to present the most important in mission critical information for the organization front and center so we've developed what we call effective tiles that allow us to view information from related entities within Dynamics so we can see just by clicking on loans we can see all blown that Joel currently has with us so we can see all cases that have been opened up on behalf of Joel and we can see all current or closed opportunities with Jill so this really helps us break down those silos between the lines of business so anybody who needs to view Joel's contact information will see every way that we're currently engaging and interacting with Joel okay next we can see the relationship assistant this is what we looked at at the mobile device so we're going to get those proactive alerts provided to us by the system that has some recommended action as to things that we should do or need to do today and as I continue to scroll you can see we've got our activity timeline we looked at that on the mobile device we've got that assistant view to provide us some information we've got posts posts are ultimately going to be some system updates you can sort of think of this as a Facebook Timeline that's internal to our system to keep us up to date on this client so of course we capture all of the we've also got activity notes so let's say we where we meet with the client we want to add a quick note we can add a note and we Tagg what that meeting was about so a lot of times maybe we have a meeting somebody that we don't expect shows up we want to add them as as a as a participant at that meeting without updating the Outlook invite we can go ahead and do that just by quickly creating an activity note in dynamics this is available from the phone as well I'm jumping back to Joel's page here as this loads up and you can see when we break it down and we're not going to go into detail on all of these pieces here but some of the key pieces of information the key things that we like to show in that contact form relieved that authenticate how do we identify user if they call in the customer 360 alerts and interactions how are we engaging potentially integrated with our core banking system next best product personal details so some of those personal demographic information and details that we're going to look at a little more deeply in our analytics portion so decision support so maybe we're pulling in credit credit information and we want to be able to store some of that for some decision support and needs profiling as we start to develop this relationship with our cut with ARC with our client or I remember what are their needs what can we do to help them achieve their goals and really think of us in the best possible light all right now the final piece here is is householding this is a real common common request that we get anytime we speak to a bank or to a credit union it's great that we can track all this information in regards to a specific contact but sometimes we need to go a step further and really start to understand the household and how a specific individual is represented in a household so here I just clicked on the Joel Lindstrom household and you can see on the right hand side we have a graphical representation of this household now all of these pieces are put into place just by adding the user and giving them a role so we created a household we added Joel as head of household we added Stacey as a spouse and just by entering that Stacey is Joel's spouse the system is going to automatically show us how they're related in this household now from here we have a number of children you can see that the role of child represented here and one of the children is actually married as well so we can really build out and understand that full customer trees so this is really going to help us understand our wallet share and how to grow that potential wallet share among our current current clients or members and it's also going to help us with things like proactive marketing right so if we know that Joel is a really good customer and Owen and Veronica are his children maybe they're getting ready to head out to college we want to start targeting them with a new checking savings credit card something like that we're storing all that information and dynamics so we can leverage that for our marketing efforts all right so that's really what I wanted to show here specifically around around the customer 360 around the customer engagement piece and now I want to transition just a little bit and start to look at our excuse me to start to look at how we can start to engage with our clients through social media all right so social media we talked upfront a little bit about the changing demographic in the changing ways that people are interacting with not only themselves and each other but with other institutions and I think that this is an example of something that actually holds true to me because I went through a very similar process to this I had moved from from Denver to the Boston area and I was looking for for a mortgage and I didn't have any contacts right so what did I do I went out and I asked Facebook I asked all the wonderful people out there in social media hey who has a good mortgage person out there so this really starts to show a change in mentality and the way that people are obtaining information and the way that they're engaging with each other and with organizations right my first instinct was not to pick up the phone and call the bank my first instinct was was to ask Facebook if anybody if anybody knows anybody we're going to come back here to Angie in a little while after after we look at some insights here but I just wanted to sort of tee this off and and this is an actual Facebook post that I but she says hey does anyone have a trustworthy mortgage person I can talk to I'm looking to refinance a couple of loans I've spoken to a few folks and I'm really seeing a lack of customer service we're hoping to find somebody that we can build a long-term relationship with and somebody who's trustworthy a focused on customer service and not just making money and I think that this is just a brilliant post because it really encapsulates all those things that are important to us when we start to think about how we're understanding our how our perceived in social media and how we're engaging with social media so we'll come back to Angie in just a couple minutes here so the next piece wanted to take a look at was social engagement okay so this is a tool that is a part of the Microsoft suite and it's included with Microsoft Dynamics 365 what Microsoft social engagement does is it allows us to set up search terms and really monitor how those terms are being perceived across multiple social media channels so those may be things like Facebook Twitter Instagram reddit there's a number of sources out there but if we want to start to understand how we're being perceived this is a great place to start so right off the bat I've set up some search terms out here and right off the bat we can see that a lot of those social media Interactive's interactions are being judged through some system intelligence as being either positive or negative so this can help us start to understand our brand awareness and our brand perception out there but it can also help us serve to set terms about hey I want to understand how specific products are being perceived they're about how other institutions are being perceived right potentially we can find some opportunities out there as well okay now all of these charts are interactive so we can drill down through them so if I only want to see my positive posts out there I can click on the green and my visualizations going to update I can see some positive phrases out there and all the most common phrases total volume over time where they're coming from I'm going to go ahead and clear out these filters here we can also see the overall sentiment right we can start to drill down so now we're looking at sentiment over the course of time we can see individual interactions so you can see these Twitter posts if we wanted to look strictly at negative posts so let's jump back to our overview page and say hey I'm really interested in our negative posts I want to go ahead and see those tweets or whatever's out there I can go ahead and open those out so right here we've got a posts of choice been directed towards life insurance during our mortgage meeting first time I overlapped I had mental health period in I did the insurance second time so on and so forth now if this were to enter at our maybe we had some search terms about our name right maybe he had some search terms about our products and we wanted to go ahead and reach out to this individual we can respond directly to them if we want to so we can reply to them as a tweet we can retweet if this is a positive thing and we want to share it we can of course like it and to take it a step further we can actually sync this with dynamics 365 so here I'm going to open my link and we could create a new case or a lead in this system right so maybe somebody is unhappy they had a bad interaction with us we want to reach out to them proactively say hey we're sorry to hear about that let's go ahead and see how we can take care of you or maybe they say hey I'm looking for a mortgage out there and we can create a new lead directly from that tweet Facebook post Instagram post etc okay so Jason's going to take you a little further into what we can do along the lines of social analytics and really gaining some more insights about that but I really think that this is a valuable tool and starting to understand how our brand is being perceived in the open market and on social media so in closing I do just want to share sort of a closing thought I switch this around again I apologize closing thought about our friend our friend Angie so she had asked about a trustworthy mortgage person and said that she has had a lot of bad bad interactions out there and she's seen some bad bad customer service so this is actually a post I followed for a little while just because I was curious and over the course of time and it happened very quickly you can see folks started to respond to this specific Facebook quote or post so almost immediately she was given some contact information on a potential referral shortly thereafter another came in another person reached out and said hey people don't want to explain anything but get annoyed when you ask questions so now we had you know another another issue out there more referrals we have somebody who's following this post this is potentially a new lead as well right so this could potentially generate a second lead and you can see we continue to generate referrals after referral after referral from this one post over the course of 39 minutes ultimately angie was presen ed with seven referrals and two potential leads started to follow this post and after four hours there were 427 referrals and four leaves so I think that this really points out how critical it is that we start to understand how we can leverage social media as a tool to increase our brand awareness and to engage with our potential clients okay thank you very much I'm going to hand it off to Jason now to Diggle it a little bit deeper on social analytics thanks fellows let me know once you make me present okay so I believe my screens being shed so before so Phil kind of walked you through the whole banking solution and also the social engagement side of it what do we want a plan on doing this next session is kind of talking about the analogous and taking it further in terms of not just the social engagement part but also kind of adding additional cognitive science and machine learning to it before I can actually get into that I just kind of wanted to introduce you to the whole analytics solution that's available so in terms of your reporting years where you have your core financial reporting which could be your profit and loss statements all regulatory reports you have your operational reports which is they are taking this financial reporting and adding machine to it and enhancing enhancing it in terms of recommendations and then you had the intelligent analytics this is where we take financial reporting along with any machine learning from an operational standpoint and then we add data to it which is out of your control a good example is Facebook or it could also be what is the based on the stock prices so that's something which you have no control upon and just want to talk about the high level in terms of how this data flows back and forth so here's where you have your power bi which is really the visualization tool but there's a lot more going on in the background you have your data base where you have all of your financial inventory and sales data all in structured format you have your machine learning which is part of Microsoft's Azure cloud where you can actually go ahead and do recommendations based on forecasting or what's the next best product or what you would like to offer to your customers and then this is where you have your cognitive science which is where you're getting social media data and you're doing analysis in terms of text analysis or sentiment analysis and we'll actually have a look at couple of these reports dashboards that I have set up so where we are actually passing all of that social media data and coming back with metrics which make sense to you and that will help improve your business so there's also the ability where you can include data from other sources so it doesn't have to be just the dynamics it could be other sources in terms of sequel or it could also be excel data that you can get into the system in terms of intelligent analytics these are the kind of questions you could actually program your reports to do in terms of like predict the number based on the products that you expect sell next month or what is the outcome based on churn or you can also group different customers based on customer profiles so like it could be in their revenue range or it could be based on geographical locations and then you can also detect anomalies based on all of this data that you have put together in term a fraud data or it could be other data that you want to identify as well so just to kind of give you a high-level 50,000 foot view of what the nanotech says so here's where you have your data creation so this is where you have your ERP or your CRM system your data preparation so this is where you kind of doing your whole data warehousing your analysis and then your visualization tool which most likely would be power bi or any other visualization tool available cannot just want to drill down a little more detail into some of these areas so you see our PC RM MDM solution all of this information is coming into a data Lake and that's where you can bring in information like IOT like a good example is if a customer walks into the store you can track that or it could be a social media data and years way of basically doing analytics machine learning and then providing the support to the customer so I'm actually going to get into an example of one of our dashboard that we have so just following fill in terms of the whole social media and the social engagement this is an example of a dashboard that we have so what the cognitive science allows you to do is not just basically define your key phrases or your hashtags but it can actually take this different social media feeds and pass through it and then provide you with sentiment analysis and also provide you with their sentiment scope and you can define the score like in this case I've defined the score between 0.5 and minus 0.5 and it's basically on the zero being neutral and anything above and below being positive or negative and here's where I can kind of see a high-level overview of what are my positive sentiment scores I've received on the website or on Facebook or in terms of neutral I can also drill down and I can select just my positive and next thing it's going to just show me the reviews that are the sentiments that apply to all the positive audio I can also see in terms of the number of posts that word and replies in terms of how many replies we have done and address those customer concerns any unique visitors and then the different kind of social media likes in this case its Facebook so I have my thumbs up my heart sign and then the different new emojis that they have introduced I can also track a listing of all my key phrases out here so it seems like in this case for the bank of a why the bank of a why is the leading key phrase but I can also see other phrases like Aloha Friday or any hashtags that were added as part of Facebook or Instagram or any social media feeds out cheers where I can also see a couple of listings of all of my social media posts out here I can see it's also giving me a whether it's a positive very negative I can see the the poor search here in this case I see a negative but I know I can address this in terms of why not drive true so I can very easily click on this post and automatically take me to the post on Facebook where I can actually reply to this customer and this is the same thing which can also be tracked using social engagement where it can be a case in CRM that they need to address this particular post on Facebook so just an example and this is an example of intelligent reporting where we're actually bringing in social media data which is out of your control passing it based on various algorithms to provide a sentiment score and then doing analysis based on that I also had another example of a customer sorry a dashboard example out here so if I just pull this up what this is really is it's all about doing taking your existing data that you have in the system massaging it in terms of machine learning providing algorithms and recommendations and Phil feel free to help me out in this deck as well but here's where I can actually go ahead and segregate my different customers in different groups and these groups could be revenue based so you can define your groups as well so if you notice out here I can see my complete customer concentration and the SoCal region as well as in terms of income concentration it seems like the Beverly Hills area has the highest income but if you notice out here it seems like I don't have a lot of presence in terms of branches in the Beverly Hills area so that is a clear indication that I could actually use this in a little data and actually go ahead and improve my business it's also kind of showing me the number of products by income group in terms of average income based on different groups I can also see my average loan size my average age age distribution across all customers and if you notice all of this is something I can drill down and get more details so I can see at the age of 28 there are 24 different members and then also it shows me good yeah sorry about that just just wanted to jump in real quick and and point out one other thing about those two maps that we're looking at here and number one that map on the left hand side that's really showing us like Jason said that demographic information that we're capturing and that we looked at in Dynamics 365 potentially now that map on the right hand side is showing us census data so we can start to really understand across data sources how we could identify potential opportunities for new business so when when Jason said we have a high income distribution in a specific area we're able to actually pull in that insight from third party systems or data sources to visualize that in conjunction with our dynamics data and then I have another dashboard which is more like product profiles by customers so you with showing me a listing of all my custom groups and also a balance between for each group so I can actually drill down into group 5 and I can see a balance in terms of like loan type whether it seems like most of these are home equity loans there are a couple of vehicle loans as well as unsecured loans it's also showing me the loan balance based on each loan type as well as the interests so if you notice even though my unsecured loans are really small it shows that I'm making a lot more money in terms of the interests side of it and there's also additional more detailed data where I can see the actual numbers and in terms of interest in terms of zip code location all of that data is available out you do you want to add anything to this one note that that's great I mean I I think the the key key point here to bring home is ultimately you know being able to view not only our products like Jason said up there we have that little small segment in that middle chart that middle donut chart but really where we're obtaining a lot of revenue from that specific segment so yeah maybe maybe it's fairly fairly obvious that certain types certain products are going to bring us more revenue over time but this really lets us start to analyze that and view that on a different level and really see how valuable those products are to us and to see through that segmentation group one through through five over there where we have some opportunity to market those new products and then finally also wanted to show you this dashboard which is more of the product recommendation so now that you have all of this data you have your census data which are pulling in in terms of income groups you have existing current data this is where the system in from an analytic standpoint is gonna recommend you to sell to your customers more easily so like a good example I can actually drill down into a particular group and for that particular group I can actually see in terms of like what is the most number of loans so it seems for this group home equity loans are pretty big out here but it's also going to show me like in terms of each customer it's going to show me the customers where if I they don't have a loan income sorry a home equity loan it seems like for that group it doesn't make sense so it kind of gives you a tool to kind of suggest customers that they can actually purchase a home equity on their existing home so it's kind of helping your sales people sell to customers as well and that's where I can drill down for each and every group and I can see all of that information as well and here you can see it's actually highlighting the specific accounts or the specific customers or members who do not have a specific loan type so if you would expect a certain demographic or a certain member profile to have loan XY and Z or to have product that's Y & Z you can drill down to see specifically who among that demographic group does not have that product so not only again can we can we market to them but we can help to understand how we can better service them to to meet their needs so that was it from the nanotech standpoint so please pass it over to you if you have any slides that's that that's that's really it for for me just to close it out I do appreciate again everybody taking the time to join us here today hope you saw some valuable valuable pieces out there I'll reach out to Hannah to ask if we had any questions come in through the chat line at this time thanks so much I'm still in Jason to you both we haven't had any questions come in yet and we will send out a copy of today's recording to everyone who was on the line so if you have any questions that come up after the fact or you want to share them with your colleagues you can reply directly to those emails and someone will be in touch with you thanks so much everyone for your time and have a great rest of your day thank you [Music]