1. FNB Connect's data mining revealed what kind of connectivity and handsets clients use, which lead to the development of the FNB mobile app.
2. FNB Connect saw the trend towards mobility and first provided bandwidth to clients, then VOIP (converged communications), then released the mobile app.
3. Data revealed the bank's network had idle capacity when branches were closed. The bank decided to give it to clients as value-add.
4. FNB Connect has a telecommunications license which they've leveraged to provide VOIP services for clients, encouraging loyalty.
5. The original Connect app gave FNB the data that was used for designing the banking app. "Simple, intuitive, safe, add value."
6. FNB has 110 000 active clients using their app, close to R2 billion transactions. Generating 6 000 leads per month.
7. Roper emphasised the importance of an innovative business culture that can make proper use of BI.
8. FNB Connect is able to track user habits when they use FNB's bandwidth - demographic info and popular websites drive business strategy.
9. Regarding @ rbjacobs, FNB's Twitter account: "Most if not all tweets are read. There's a team of people sitting reading and responding in a human way."
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