2018 nsight master deck - day 2 · end-to-end (e2e) journey design simplify and digitize journeys...
TRANSCRIPT
Customer Experience is the Future Amala Duggirala
1
Impact of Technology on Banking
Erma ATM Self Service Experience Era 1952 1975 TODAY
2
Where Are We Now?
Cost of Acquisition still high
Branch, Online, Mobile
Taking what we have and port it to latest
technology
DIGITAL CUSTOMER DELIGHT
3
Transportation
• Uber
• Self-Driving Cars
Hospitality
• Airbnb
Consumer / Retail
• Amazon
• Alibaba• Netflix
Technology Can Transform Industries
First
Principle Thinking
(Bank 4.0)
4
Cause of Disruption
Artificial Intelligence
Embedded Experiences
Smart Economies
Deliver Revenue in REALTIME
5
Artificial Intelligence
6
Embedded Experiences
How would you be interested in wearing/using a sensor device, assuming it was a brand you trust, offering a service that interests you?
Source: North America's American Technologies Consumer Technology Survey 2013
7
8
Digital Transformation is Accelerating….
9
Banks’ Survival Strategy End-to-End (E2E) journey designSimplify and digitize journeys using E2E perspective
1Next generation operationsApply holistic set of levers across digital, Automation, AI and process re-design to modernize operations
2AnalyticsRoll-out use case approach for analytics and use existing data to rapidly prototype and improve models
3Digital Marketing Leverage latest digital marketing techniques to improve performance
4Digital architecture and dataEstablish modular service-based architecture and clean up data landscape
5
Application rationalizationRationalize application landscape and reduce number of vendor platforms
6Core system renewalModernize key platforms and reduce batch dependency
7Digital cloud-based platformImprove cost and resilience by moving applications to cloud
8Agile/Integrated Way-of-WorkingRoll-out enterprise wide agile9New talent, digital capabilities and organizationUpskill talent with digital capabilities
10M
odernizing TechnologyDigit
izing
the B
usine
ssAccelerating Delivery
Thank you