Financial Services

Financial Services State of the Union Joaquin de Valenzuela Head of FinServ EMEA & LATAM Salesforce Industries Partner Kickoff - London - May 2019

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We’ve Accomplished So Much... 33,000 AGENTS & FinSe ADVISORS ON 70,000 rv T railblaze USER LIGHTNING rs! FSC IN JUST SCHEDULER DEAL 12 WEEKS FIRST SF VENTURES FINSERV INVESTMENT ACQUIRED 70% of Fintechs Run on Salesforce 100,000 FIRST SWISS BANK ON USERS GOING LIVE FINANCIAL SERVICES CLOUD IN 2019

Partners - Vital to our FY20 Success Structured Engagement Differentiated Solutions Shared Insights Tied to Sales Plays Product Updates Refreshed Solutions Programs Salesplays & Blueprints Review CBU -Fast Start/Turnkey Packages GTM Plans & Events Customer Success Visibility to partners on App Enablement & certifications Exchange Joint engagement at industry Optimizing delivery, adoption events and renewal support And so many more…

FY20 EMEA Go-to-Market Plan

New Sub Verticals Banking Wealth & Asset Mgmt Insurance Reg & Compliance Retail Banking Wealth Management Property & Casualty InfoSec Mortgage / Lending Institutional Asset Mgt Life & Annuities Regulations Commercial Banking Wholesale Asset Mgt Broker / Dealer Compliance CIB (Retail) Wealth Payments [Issuers, Merchants] Common Financial Services Cloud FinTech Onboarding New in FY20

EMEA FinServ Market Opportunity & Focus Focus on Retail Banking and insurance

FY20 Big Bets FSC Thought Leadership Sales Alignment FSC Market Makers Sales Plays Industry Advisors Alignment with C-Suite POVs that The relaunch of Top Sales Industry experts Product on 18 bring to life our Plays, Aligned to Marketed support your month rolling thought leadership Solutions accounts strategy

Sales Plays are a Complete Go-To-Market Solution Each sales play includes the following assets and content. # Asset Name Description 1 Customer Examples Internal deep dive on a customer win, describing the customer challenge and results. 2 Buyers & Discovery Description of the potential buyers / stakeholders for the sales play, what they care about, and Questions a list of fact gathering questions intended to help gain a better understanding of their needs. 3 Competition Outline of key competitors and their related offerings. 4 Cheat Sheet One page reference document highlighting key components of the sales play. 5 Pitch Deck Comprehensive point of view deck used to pitch a sales play to a customer. 6 Objection Handling Most common objection inquiries and sample responses. 7 Demo Demo of the sales play.

Salesforce Retail Banking Sales Plays Digital Service Transformation Elevate Digital Experiences Sales Practices Branch of the Future Activate Customer Relationships Onboarding/KYC Simplify Operations

Salesforce Lending Sales Plays Streamlined Digital Commercial Loan Originations Lending (Retail Lending) Payments Issuer Servicing Streamlined Digital Lending (Mortgages)

Salesforce Commercial Banking / B2B Sales Plays Service Excellence Onboarding / KYC Sales Optimization Payments - Merchant Onboarding & Servicing

Salesforce Wealth & Asset Management Sales Plays Modern Relationship Grow Client Management Relationships Client Acquisition Intelligent Wholesaler AI in Wealth

Salesforce CIB Sales Plays Intelligent Deal Execution Collaborative Client Engagement HUB - IB Institutional Client & Product Onboarding Intelligent Post Trade Client Collaborative Client Engagement HUB - Service for Markets

Salesforce Insurance Sales Plays Policyholder Engagement Distribution Engagement Producer Engagement Claims Engagement Transform Service Engagement

Call To Action Connection to Sales Plays Leverage your strengths and PoV for account/solution focus Work together on Marketing Events/Activities

FY20 Big Bets FSC Thought Leadership Sales Alignment FSC Market Makers Sales Plays Industry Advisors Alignment with C-Suite POVs that The relaunch of Top Sales Industry experts Product on 18 bring to life our Plays, Aligned to Marketed support your month rolling thought leadership Solutions accounts strategy

The Salesforce Platform for Financial Services FINANCIAL SERVICES CLOUD PARTNER ECOSYSTEM WEALTH MANAGEMENT INSURANCE RETAIL & COMMERCIAL INSTITUTIONAL BANKING BANKING & MARKETS FINANCIAL SERVICES CLOUD B2C & B2B ROLES-BASED RELATIONSHIP FINANCIAL FINANCIAL PERSON & BUSINESS DATA MODEL CONSOLE APPS BUILDER & MAP ACCOUNTS CASES & ALERTS ACCOUNTS & ROLL-UPS POLICIES INTELLIGENT ACTION SURVEYS CENTERS OF INFLUENCE FINANCIAL GOALS NEEDS & REFERRALS PLANS SALES EXTENDS CORE CLOUDS SERVICE CLOUD CLOUD BUILT ON THE SALESFORCE PLATFORM INDUSTRY COMPONENTS EINSTEIN LIGHTNING IoT ANALYTICS HEROKU MULESOFT QUIP (LIGHTNING SCHEDULER) (AI) (UX) (BI) (DEV OPS) (INTEGRATION) (COLLABORATION)

Unified Financial Services

Our Reviews are Stellar "Salesforce Financial Services Cloud is a must have" "Good tool for client analysis" "Clean, organized, efficient" "Salesforce Financial has helped me increase my monthly sales" "Enablement of strong customer relationships at minimal expense" "All about organization and utilization to maximize sales" "Smooth. Fast. Easy to learn." "This is the future of knowing business" "Great at managing customer profiles"

Financial Services Cloud Customers in EMEA

Financial Services Cloud Insurance: Product Value Proposition Policyholder 360 Reimagine the Agent as an Advisor. A holistic view of customers, their needs and relationships as well as policies and interactions set the stage for delivering insurance in a whole new way Connected Sales and Service Integrated, end to end processes to quote new business, maintain Carrier Agent existing policies and report claims eliminating swivel chair and process inefficiencies Intelligent Policyholder Interactions Insights drive prioritization of leads and proactive reach-outs creating policyholder journeys that are most likely to drive new business and increase customer loyalty Insurance Analytics CSR Policyholder Carriers gain insights into agents most likely to sell their products helping to focus marketing and agent support spend. Agents discover insights to help them deepen relationships with policyholders and identify new opportunities.

Unify Insurance Experiences with Financial Services Cloud The world’s #1 CRM, reimagined for insurance Insurance Console App Always-on panoramic view of performance metrics, relevant insights and actions across each policyholder’s family, life events, and claims Lightning Flows Integrate data, apps, and devices to empower agents with step-by- step guidance for managing customer service requests Life Events Visualize ten customer life events such as birth of a child, graduation, marriage to engage empathetically and deepen relationships with customers. Insurance Analytics Focus on what it is important to reduce attrition, grow the business and develop your sales teams. CONFIDENTIAL

Insurance Console App NEW Know your policyholders 360-degree view of accounts with dashboards of leads, renewals, sales performance and cases closed Be smarter with built-in analytics Rich analytics with real-time insights provide agents with recommendations for the right coverage Deliver exceptional service Out-of-the box dashboards help connect agents and CSRs to relevant insights about policyholders CONFIDENTIAL

Uniting an Ecosystem of Developers & App Partners Jennifer Lee Carrie Mantione John Hancock NYSE Trailblazer Trailblazer

Financial Services Cloud Best Practice Trends One Team Around the Customer Personalization at Scale Compliance Visualization of client households (B2C) Personalization at the individual level x Faster speed-to-market allows for + accounts, and relationship groups millions of customers and households quicker response to regulators (B2B) all in one place Cross-LOB leads and referrals to unify Pre-integrated capabilities with ISV Common data model across all LOBs the customer experience partner ecosystem extending core driving operational efficiencies processes Digital transformation strategies Strong Centres of Excellence for beyond apps and websites Automating internal processes with visibility across all LOBs OOTB workflows and tracking for built- in regulatory validation

GoToMarket FinServ Events 3 Strategies for Amplifying Our Industry Event Investments 1. Salesforce Basecamps 2. Expand Awareness Into 3. Flagship Industry Events New Sub Verticals New York, Sept TBD FS-ISAC Money20/20 Orlando April 28 - May 1 Amsterdam June 3-5 Financial Services Summit Financial Brand Forum April 16 IAPP 2,000 Retail Banking Marketing / CX Execs Financial Services Basecamp Washington DC, May 2 & 3 Las Vegas, April 15-17 London, Sept 22 TBD InsurTechConnect MAS FinTech Festival 6,000+ delegates from 50+ countries Singapore November Las Vegas, Sept 23-25