The customer journey, digital transformation, and you

This document discusses engagement banking, which uses technology to achieve both customer intimacy and scale. It emphasizes using customer data and insights to provide personalized experiences across channels. The four pillars of engagement banking are outlined as next generation online banking, multi-channel experiences, digital customer acquisition, and digital communities. Key aspects include strong user experience design, data-driven products, and treating channels as agnostic to provide a unified customer experience.

Digital banking is a multi-year journey that requires transforming how banks interact with customers in the digital age. It involves changes across five key areas: leadership, customer experience, information, operational model, and workforce. The transformation is driven by changes in customer behavior, technology innovation, and an increasingly competitive landscape that now includes technology companies and startups in addition to other banks. To succeed, banks must start with improving the customer experience and leverage new technologies to develop a deeper understanding of customers.

Since online banking became mainstream, the web has moved on. Jouk Pleiter of Backbase tells Future Banking how new thinking and technology is helping innovative banks set the pace of change.

Supplementing my other Slideshare post re: "2014 Customer Decision Journey", this October 2014 presentation for IT professionals, examines what lies beyond Cloud, Analytics, Mobile, and Social for 2015. Essentially, McKinsey, Harvard, Gartner, and others concur that in an Internet of Things hyper-connected world.... 2015 and beyond is all about using technology to bring unique value and competitive advantage on a humanly personal, customer-centric, demographic-of-one basis. This presentation examines the McKinsey / Harvard Customer Decision Journey / Digital Customer Journey model as it has evolved over the past 6 years, and delves into best practices as promoted by McKinsey, Harvard, Gartner and others, for how IT should and must respond. This is tutorial research summarizing a large quantity of McKinsey, Harvard, and Gartner papers and research presentations. I provide it in PowerPoint format so that all may benefit. In the same way as others have so generously shared their knowledge and material with me, now I am doing the same for all of you. My only request is that you always give me full accreditation as the author of this summary research and presentation. This material was first presented to the Suncoast Technology Forum, Sarasota, Florida, USA, on Tuesday October 21, 2014. John Sing, Sarasota, FL, USA October 21, 2014 www.linkedin.com/in/johnsing/

Digital banking involves transforming banks internally to focus on data, user experience, and personalization. New technologies and business models are disrupting traditional banking by empowering new market players, changing customer behavior and expectations. Customers now demand ubiquitous, relevant, and contextual interactions on mobile. To succeed, banks must redefine their roles around data management and open APIs, and stop thinking of channels as separate from the core bank. The future of banking lies in analyzing big data to generate personalized offers for each unique customer.

Digital transformation in retail banking is a thriving and complex phenomenon. We at Designit try to make sense of it by identifying leading trends in three deeply interdependent categories: new enabling technologies, new customer expectations, and new strategic trends. The future holds uncertainty and promise, but some immediate actions are patently necessary for banks that want to stay relevant in an increasingly dynamic scenario.

Building the 10x better bank, by @joukpleiter & @jelmerdejong Slides of the November 11, 2015 webinar 'Omni-channel banking & the digital transformation roadmap'. In this webinar, Jouk Pleiter and Jelmer de Jong of Backbase will talk about building the 10-times-better bank. The financial services market is going through many changes. New challengers have appeared and are looking for a slice of the market. In addition, customers are more demanding and more informed, expecting convenience and simplicity when it comes to financial services, particularly online and via mobile devices. People love digital services such as Netflix, Amazon, and Uber because they’re easy to use and deliver great customer experiences. They deliver 10 times more convenience and better customer experiences than the status quo, and are therefore winning the market. It’s only a matter of time before the 10-times-better bank is founded, a thought that's on the radar of every banker. In this webinar, we outline the journey of creating the 10-times-better bank, providing a detailed analysis of how banks can begin their digital journey, with a strong focus on five main points: 1) new competitors in banking: the disrupters 2) customer experience: the key ingredients 3) omni-channel and the changing channel mix 4) mobile's impact on online sales and share of wallet 5) regaining control in the era of digitization

http://isvinnovation.com/Directory/Description.aspx?EventId=444 Your customers are demanding new ways to accept payments. Do you understand the difference between credit card transactions (including debit and EBT) and ACH transactions? What about check conversion flows and gift vs. loyalty programs? Join us for an overview of the payments industry including a discussion of payment methods, major players, and what you need to know to develop the proper solution for your customer.

In this webinar we are looking at omni-channel banking experiences. Today's consumer has several channels they can use to interact with their bank, and they want to use all of them. Financial institutions can, and should, communicate with their customers across all channels, not just one or two. A single platform with a rich customer experience layer makes it possible to create omni-channel strategies that use all channels and meet the needs of the 'connected consumer'. Real omni-channel banking is about more than a brand being available on a variety of touchpoints, it is about creating a multi-faceted, unified customer experience. Backbase's CEO and co-founder, Jouk Pleiter along with Global Head of Marketing, Jelmer de Jong, will discuss the latest strategies and best practices to help your bank successfully deliver a truly omni-channel banking experience. Topics include: - Best practices for creating an omni-channel Bank experience - Strengthening the brand by combining offline and online - The future of distribution: The hybrid approach - Next steps - How to continuously improve your omni-channel experience

The document discusses Banco Sabadell's strategy to transform into a digital bank for the future. It focuses on three key areas: 1) Mobile banking, with Banco Sabadell being pioneers in developing mobile apps. Mobile usage has increased conversions and activity. 2) Social media customer service and brand journalism. 3) Developing a new customer relationship model centered around conversations rather than transactions, using mobile and social channels to engage customers across all touchpoints. The goal is to create a more humanized, simple and integrated banking experience for customers.

In this webinar we will take a look at the key trends that are set to shape tomorrow's bank. First off we'll be discussing some of the trends that were emerging towards the end of last year, such as omni-channel banking. Then we'll move on to how these trends are likely to develop, how IT and business teams can work together to meet them head on, and exactly what banks need to do to create the type of personal and relevant experiences that lead to greater ROIs.

My Next Bank Sydney 2013 Presentation on 11/21/13 showing the best global mobile and online banking examples.

There is a fundamental shift occurring due to digital disruption in the financial services industry. Large banks are spending upwards of $500 million a year on mobile alone, global fintech investment grew 201% between 2013 and 2014 and up to half of the world’s banks will disappear through the cracks caused by digital. Accenture believes with all of these changes, combined with deleveraging and squeezed margins, 30 percent of traditional banking revenues will be at risk by 2020. Now the only way for financial institutions to grow is to increase share of wallet by providing extraordinary value to customers and beating the competition.

Addiko Bank Digital Transformation Experience drive with Microsoft Dynamics 365 platform to achieve better customer engagement, employee productivity and transform operations and products.

This document discusses the disruption in banking due to changing customer behavior and the rise of digital banking. It notes that customers are increasingly shifting to digital banking for convenience. Small fintech startups are also gaining prominence by disrupting traditional lending and wealth management. The document outlines two key focus points for digital transformation in 2015 - pursuing an omni-channel delivery model to provide a seamless customer experience across channels, and controlling an organization's digital strategy through a customer-centric platform that empowers customers, business units and IT.

This document discusses the evolution of digital and online banking over the past 20 years. It notes that 400 million people, or 25% of the global internet population, were banking online as of 2013. The top 5 mobile payment markets by volume in 2015 are identified. The document also discusses how technology and innovation have changed banking, with local banks branding their online platforms. It provides an example of the customer journey at Hong Leong Bank, noting how mobility now plays a fundamental role. Specific initiatives by Hong Leong Bank to expand digital capabilities and develop online banking products are also summarized.

Every problem has an opportunity: while challenger banks are thriving, incumbents are sourcing open banking capabilities to catch up. In the Banking Automation Bulletin, VP of Strategy Tim Rutten shares his thoughts on how incumbents can develop the best

Enterprises across all industries are in the midst of difficult, bet-the-company changes called digital transformation. Such transformation comes with the risk that slow, traditionally run IT organizations can’t keep up with the faster, customer-facing digital efforts. How can IT adapt? Join Jason Bloomberg from Intellyx and OutSystems to learn how to bridge the gap between the ‘old’ way of doing IT and the ‘new,’ more innovative and customer-focused approach that digital efforts require. You will learn how to empower self-service app development and resolve issues with shadow IT.