Digital Engineering: Top Three Imperatives for Banks and Financial Services Companies

Digital Business
Digital Engineering:
Top Three Imperatives
for Banks and Financial
Services Companies
Struggling to grow market share amid increased fintech
pressure, banking and financial services organizations
need a blueprint for building modern digital capabilities
from the get-go — while significantly reducing legacy
technical debt and accelerating data center cost-cutting
via cloud migration. Here are some practical strategies
for achieving these goals, as well as a look at some
financial services organizations achieving success.
December 2018

2 / Digital Engineering: Top Three Imperatives for Banks and Financial Services Companies
Digital Business
Executive Summary
Banks and financial services companies are morphing in
material ways into technology companies. These organizations
are investing heavily in software development to improve
service delivery, back-office operations and decision-making,
and to personalize and modernize the experience they deliver
to customers.
The pivot to digital is driving banks and financial services companies to embrace a lean
start-up mindset.
1
The leaders are forming Agile product teams and adopting modern work
patterns and digital technologies to recast the way they conceive, build and deploy their
software products and portfolios. We call this “digital engineering.”
In our work with banks and financial services organizations around the world, the top three
goals we hear for digital engineering are:
❙❙ Retain and attract customers by rapidly introducing innovative features, services and
experiences. Incumbent financial institutions (FIs) face a growing threat from fintech
start-ups with fresh ideas and the luxury of starting software development from scratch.
Established FIs must compete with new market entrants offering automated lending,
zero-commission trading, robo-advising, artificial intelligence (AI)-informed personal
loans, payment processing for Internet businesses and more.
2
New products need to
appeal to millennials and Gen Z users (the 25% of the population born from the mid-
1990s to the early 2000s), who have a mobile-first mindset.
❙❙ Reduce or eliminate legacy technical debt. Most legacy financial services applications
include problematic code, often the result of poor engineering practices or repeated
patching to add new features. Technical debt
3
erodes performance, escalates
cybersecurity risk, impedes scalability and increases maintenance overhead.
❙❙ Reduce data center costs. Boards that have traditionally been skeptical of public and
hybrid cloud security and benefits are now asking CIOs why migration is not already
further underway.
This white paper describes strategies to successfully achieve these goals, as well as short
descriptions of customer engagements to illustrate what success looks like.

Digital Engineering: Top Three Imperatives for Banks and Financial Services Companies / 3
Digital Business
Become a digital leader with cloud-native
development
Leading banks and financial services companies are
gaining market share by introducing advanced features and new
kinds of services, rapidly and incrementally. The advances are typically
designed to be cloud-native, running and scaling in the cloud. Figure 1
lists examples of emerging opportunities in the areas of retail banking
and wealth management.4
To quickly introduce advanced digital services, banking and financial services organization need a new
technology stack and way of working. Traditional waterfall development is too slow to keep up with rapidly
changing technology and consumer interests. In the time it takes to introduce a new feature using this
older style of development, more nimble competitors can develop an even more innovative offering,
conduct market testing and release it to customers.
Figure 1
Emerging banking and financial services software applications
Retail Banking Wealth Management
❙❙ Voice interfaces for digital personal assistants (e.g., Alexa).
❙❙ Mobile interfaces for wearables (e.g., Apple Watch).
❙❙ Personalized product suggestions based on customer
profile and history.
❙❙ Faster processes (such as home-loan closing) through
automation and integration.
❙❙ Contact center sentiment analytics to recognize what
callers say and how they feel, using a combination of
audio-to-text conversion, natural language processing
and auditory signatures.
❙❙ Digitized client experience (e.g., onboarding, risk and
investment profiling, goal setting and portfolio creation
and simulation).
❙❙ Multi-variable micro-segmentation for improving client
retention and identifying “at-risk” clients.
❙❙ Interactive services for client engagement (e.g.,
gamification, simulation and scenario planning).
❙❙ Advisory analytics (“handholding”) in situations such as
periods of enhanced market volatility, etc.
❙❙ Guidance for investment advisors on “next best action,”
using advanced forms of AI, such as machine learning.
GOAL1

Digital Business
Strategy: greenfield product engineering
Building new applications without the constraints of a legacy system — greenfield development — enables
fresh thinking and accelerates innovation. Using our Greenfield Product Engineering service, banks and
financial services companies can retool themselves to become digital leaders.
A greenfield approach to product development provides the benefits of a modern, cloud-native
application architecture and platform with microservices, containerization, cloud enablement and API-
driven development. Through training, organizations can adopt modern software engineering practices,
such as Agile pods, lean start-up, hypothesis-driven and test-driven development, minimum viable
product (MVP) increments, DevOps and extreme programming. The goal is to deliver prototypes in weeks
and MVPs in weeks or months. Offerings are validated and evolved through A/B testing (split testing) and
continous build-measure-learn cycles, incorporating the proven elements of design thinking.
Real-world engagement: succeeding in a fintech world
❙❙ Challenge: To stave off fintech competitors, a leading financial services provider wanted to create
a new-age lending platform offering a completely online experience, even for transactions like pre-
payments and withdrawals. Enabling the vast majority of customers to complete their lending journey
from a browser or mobile app would create a competitive advantage while also reducing costs. To gain
first-mover advantage, the FI needed to move quickly.
❙❙ Solution: We worked with the FI to understand the customer journey and co-create the experience.
The online platform came to life in two parallel tracks. The infrastructure track, which produced a
cloud-native architecture, was designed in conjunction with our cloud service provider partners. The
innovation track generated ideas for new features, followed by rapid prototyping and user testing in
order to identify which features were most appealing to customers.
❙❙ Outcomes:
❘❘ The service was introduced within an ambitious 12-month timeline.
❘❘ The FI quickly gained market share, with more than 10,000 customers signing up for the
platform daily.
❘❘ The organization also captured 130% more leads compared with existing offline channels.
❘❘ The FI closed 20% more loans compared with offline channels in the same time period
through automation.
❘❘ The goal of a fully online journey was realized, with 70% of customers accomplishing their
desired transactions with no assistance, and 20% succeeding with online help such as chatbots
and co-browsing.

Digital Business
Quick Take
Digital Operations
Deliver New Customer
Experiences
Banking and financial services customers can’t always imagine what new software products
they might want if they haven’t seen them before, and they may not always understand
their own behavior when it comes to managing their money. To gain deeper insights into
customer behaviors, attitudes, motivations and desires, industry leaders are beginning to
involve social scientists (psychologists, ethnographers, etc.) in their product planning.
Our partner ReD Associates observes banking and financial services customers at work
and at home to gain insights into their actual behavior, beyond what they report.
In the fall of 2016, we worked with our partner ReD Associates to study the intersection
of money and customer emotions. ReD Associates conducted an ethnographic study of
32 families in the U.S., England and Germany and surveyed 3,000 people in the U.S. and
the UK to test the study’s insights. The study identified eight different types of money,
categorized as “fast” (bill payments and daily expenditures) or “slow” (investments, etc.).
The study revealed that slow money leaves many consumers feeling anxious and
frustrated. What’s more, FIs can improve consumers’ emotional connection with all types
of money — and tap new revenue opportunities — by delivering experiences that blend the
human touch with smart automation and AI.
For five recommendations based on our study, see “How Financial Institutions Can
Capitalize on the Emotions of Money.”
To read more about placing humans at the center of software design, visit our Insight to
Code website.

GOAL 2
Digital Business
Reduce legacy technical debt
To shift the technology budget from “running the business” to
“changing the business,” organizations need to reduce their legacy
technical debt. Legacy applications inhibit agility in several ways:
❙❙ Slow feature introduction. To add a new feature or experience to a legacy application, software
engineers need to understand the potential effects on a large monolithic codebase. This can
take months.
❙❙ Poor performance. The code is often inefficient because of poor engineering choices that seemed
expedient at the time the application was built.
❙❙ Lack of a reliable knowledge base. In many cases, many or most of the people who built the code
have retired or left the organization, leaving the business reliant on a handful of people for critical
application enhancements. What happens if they retire or leave?
To realize benefits quickly and at scale, FIs need to
look beyond technology modernization, and adopt
product-aligned Agile teams with full-stack engineers,
as well as modern processes such as scaled Agile,
lean Agile and DevOps.

Digital Business
Strategy: application modernization
Cloud-native applications take far less time to update than legacy applications because they are built from
self-contained components (microservices or containers) — often one per feature — that communicate via
APIs. As needs evolve, developers can add components and APIs without changing what’s already there.
(To learn more, read “Using Containers to More Effectively Manage DevOps Continuous Integration.”)
Application transformation rarely requires a full rewrite. It’s generally more practical and cost-effective
to reshape the existing legacy monolithic application into a cloud-native form (componentized,
microservices-based and API-enabled) through a series of disciplined engineering steps. The process,
called application transformation or application modernization, typically involves incrementally refactoring
and reengineering monolithic code to a cloud-native form.
This process can preserve certain segments of legacy code that don’t need to change to be part of a cloud-
native software architecture. An example might be a complex calculation or model.
Advantages of application transformation include:
❙❙ Increased agility. A microservice in a modernized application might contain a small fraction of the
tens of thousands or millions of lines of code in a monolithic legacy application. These bite-sized
components can be understood and modified much more quickly, making the company less dependent
on the developers who built the original application.
❙❙ No single point of failure. The components operate independently. A fault in one component of a
cloud-based architecture doesn’t affect the others. For example, if the mortgage component of an online
banking service goes down, customers can still see their checking, savings and credit card information.
The operations team can quickly restore the offline service by reverting to the previous version.
❙❙ Lower cost of ownership. Modernized applications can take advantage of cloud features such as auto-
scaling and auto-recovery. Applications modified to support auto-scaling automatically pull in more
resources when demand rises (e.g., during heavy trading periods for brokerages or during the holiday
shopping season for payment processors) and release them when demand eases. These minor code
modifications provide immediate ROI in public clouds because the application uses only necessary
resource levels.
To realize these benefits quickly and at scale, FIs need to look beyond technology modernization, and
adopt product-aligned Agile teams with full-stack engineers, as well as modern processes such as scaled
Agile, lean Agile and DevOps.

Digital Business

Digital Business
Real-world engagement: becoming a digital leader
❙❙ Objective: A payment processing network provider wanted to become a market leader in digital
products. To succeed, the IT organization needed to transition from being a service provider to
performing as a digital product engineering group.
❙❙ Solution: The company is working to modernize its core mainframe application to a cloud-native
application. This entails shifting to a modern digital technology stack, including infrastructure as a
service; platform as a service; container orchestration; polyglot microservices and monitoring; scaled
Agile program delivery; daily, automated deployments of new code into production; modern practices
such as autonomous teams; full-stack skills; and site reliability engineering (SRE) operating models.
5
❙❙ Outcomes:
❘❘ The organization established more than 20 onsite and remote autonomous Agile pods aligned with
key business capabilities.
❘❘ Work is aligned with these autonomous pods, using a Scaled Agile Framework. The program supports
300-plus associates and 20-plus teams.
❘❘ Using polyglot microservices, the organization avoided the delays and costs of training every team
on a common microservices stack. Instead, teams can use a familiar technology if it is the best for the
task at hand, such as Golang for processing-intensive tasks and Vert.x for high concurrency.
❘❘ The payment processor achieved its goal of daily deployment through quality engineering,
automation and test-driven development.
❘❘ The organization expects to achieve 99.999% availability through a combination of SRE, site
monitoring and a high-availability architecture.
Real-world engagement: achieving a competitive edge through modernization
❙❙ Objective: To compete with fintech start-ups and comply with complex regulations, a financial data
provider needed to revitalize and modernize its IT systems and transition to a cloud-native architecture.
Existing systems did not scale well and were costly and difficult to update.
❙❙ Solution: The provider is investing in new digital experiences for customers and employees, a cloud-
native development platform and more streamlined and accountable ways of working through
digital. The business transitioned to a product-focused engineering team to accelerate application
transformation in the U.S. and India. Full-stack engineers work in pods with end-to-end ownership for
each feature set, and the organization is implementing a DevOps pipeline across its business lines.
❙❙ Outcomes: The financial data provider improved its competitiveness and achieved compliance:
❘❘ Phase 1: The organization shifted its legacy applications to a cloud-native architecture and
introduced extreme programming, test-driven development and full-stack engineers into its culture.
❘❘ Phase 2: The applications were migrated to a public cloud.
❘❘ Phase 3: The business modernized the transactional data tier and transitioned from traditional
relational databases to cloud-aware NoSQL engines.

Digital Business
Reduce data center costs
Leaders in the banking and financial services industry are looking to
their data centers to realize significant cost reductions. By closing
three of its data centers, for example, Bank of America expects to yield
between $1 billion and $1.5 billion in annual cost savings.6
Until recently,
board members regarded the data center as a strategic asset, and CIOs
who proposed cloud migration risked being seen as radicals rather
than responsible stewards. Today, the same board members ask, “Why
haven’t we moved to the cloud?” The CIO is expected to spearhead a
responsible cloud migration strategy.
Strategy: lift & shift legacy applications to the cloud
When applications are moved from standalone servers to an on-premises or public cloud, their capabilities
are not diminished. When executed correctly, lifting and shifting produces immediate ROI by eliminating
the cost of overprovisioning to accommodate peak loads. (The automation tools dynamically allocate
server, storage, network and other critical infrastructure resources to where they’re needed.) Moving to a
public cloud also gives companies the benefit of “pay as you go” economics for servers and storage.
We often recommend a hybrid cloud strategy — that is, hosting applications in both private and public
clouds. Application components with less stringent security requirements can be run in a public cloud,
and other applications or services can be added as the organization builds sufficiently rigorous security
frameworks to meet regulatory requirements.
GOAL 3
$$
$
$
$

11Digital Business
Until recently, board members
regarded the data center as a
strategic asset, and CIOs who
proposed cloud migration risked
being seen as radicals rather
than responsible stewards. Today,
the same board members ask,
“Why haven’t we moved to the
cloud?” The CIO is expected to
spearhead a responsible cloud
migration strategy.

Digital Business

Digital Business
Real-World Engagement: The Efficiency of the Cloud
❙❙ Objective: As part of a broad-based efficiency initiative, a large bank and financial holding company
needed to modernize its IT infrastructure and applications. Adopting a cloud-first strategy, the bank set
a goal of migrating its applications before the deadline for renewing its on-premises application licenses
and upgrading the data center’s security architecture.
❙❙ Solution: To complete the migration on schedule, two workstreams were designed:
❘❘ Minor code changes (refactoring) were made to move applications into a cloud-ready state without
changing their functionality.
❘❘ The infrastructure and DevOps pipeline was developed for automated cloud deployment to two
public clouds.
❙❙ Outcomes:
❘❘ The organization avoided significant software license renewal costs by migrating 300-plus
applications within 18 months.
❘❘ The business is now on a path to reduce operational expenses by 20%.
Looking ahead
The rapid pace of innovation in the banking and financial services
sector won‘t slow down any time soon. To maintain and increase
market share, organizations will need the ability to very quickly add
new services, features and experiences. This requires a combination
of people (full-stack engineers), modern processes (Agile pods and
DevOps) and technology (cloud-native application architecture,
platform-as-a-service or containers-as-a-service and hybrid clouds).
In the digital era, the advantage goes to organizations whose application portfolio is predominantly cloud-
native. A two-pronged approach is the best way for banks and financial services companies to make this
journey. This double-lane approach includes moving legacy applications to a cloud-native architecture,
and putting in place the technology platform, people and processes for cloud-native development of new
greenfield applications that impart a competitive edge.

Digital Business
Endnotes
1 Eric Ries, The Lean Startup, Currency, 2011, http://theleanstartup.com/.
2 Becky Peterson, “11 Most Valuable Fintech Startups Worth Over $1 Billion,” Inc., Oct. 24, 2017, www.inc.com/business-
insider/fintech-unicorn-startups-most-valuable-clover-health-stripe-coinbase-sofi-robinhood-oscar.html.
3 Wikipedia definition of technical debt: https://en.wikipedia.org/wiki/Technical_debthttps://en.wikipedia.org/wiki/
Technical_debt.
4 “A ‘Wealth’ of Opportunities Beyond Robo-Advisory,“ Cognizant, Sept. 20, 2017, www.cognizant.com/perspectives/a-
wealth-of-opportunities-beyond-robo-advisory-part2.
5 SRE is a path to DevOps. A team of engineers with operations skills continuously oversees the reliability of the product.
6 “Bank of America to Close Three Data Centers,” Data Center Knowledge, June 2017, www.datacenterknowledge.com/
archives/2017/06/05/report-bank-of-america-to-close-three-data-centers.

Digital Business
About the authors
Hasanat (Hasan) Dewan
SVP, Digital Engineering Practice Leader
Hasanat (Hasan) Dewan leads Cognizant’s Digital Engineering Practice within
the company’s Banking and Financial Services (BFS) business unit. Before joining
Cognizant, he held executive roles in technology and operations in various
firms, primarily within financial services. Recent roles include SVP and Head of
Technology Development at E*TRADE Financial Corp.; Divisional CIO at BNY
Mellon, leading Enterprise Delivery and Architecture; Head of Global Technology
and Operations (GTO) at Russell Investments Group; and Managing Director
and CTO at Merrill Lynch, playing a lead role in the build-out of electronic trading
capabilities. Prior to this, Hasan held global roles at Deutsche Bank, Priceline
and Morgan Stanley. He serves on the Board of Trustees at St. Thomas Aquinas
College, where he is actively involved in developing curriculum and capabilities,
and in fundraising. He has been active in various industry forums and in advisory
roles to technology start-ups. Hasan received a Ph.D. in computer science from
Columbia University, and a B.A. in computer science and physics from Brandeis
University. He can be reached at Hasanat.Dewan2@cognizant.com | linkedin.com/
in/hasanat-hasan-dewan-49528a8.
Sanoj Balakrishnan
AVP, Digital Engineering Practice Leader
Sanoj Balakrishnan is the Practice Leader for Cognizant’s Digital Engineering
Practice in the BFS business unit. He develops and implements strategies for
helping clients increase developer productivity, foster collaboration with partners,
automate the application lifecycle using cloud-native platforms and de-risk
application migration. An accomplished senior executive, Sanoj has more than a
decade of experience advising C-suite executives in global corporations, with an
emphasis in financial services and high technology. He earned a B.A. in computer
science from Mumbai University. He can be reached at Sanoj.Balakrishnan@
cognizant.com | linkedin.com/in/sanojbalakrishnan.

About Cognizant Digital Engineering for Banking and Financial Services
Cognizant Digital Engineering enables our banking and financial services clients to strategically reimagine themselves by reducing technical debt from
legacy applications, accelerating the path to modern application development and creating new customer experiences by combining data science and
human science.
Visit Cognizant Digital Engineering at www.cognizant.com/cognizant-digital-business/digital-engineering-services.
About Cognizant
Cognizant (Nasdaq-100: CTSH) is one of the world’s leading professional services companies, transforming clients’ business, operating and technology
models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient business-
es. Headquartered in the U.S., Cognizant is ranked 195 on the Fortune 500 and is consistently listed among the most admired companies in the world.
Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant.
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