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Building Mobile-1st, Omnichannel Banking ExperiencesFrom Buzzwords to reality
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Eurobank Digital Vision
“Become the simplest and most digitally-enabled bank in Greece and SE
Europe, offering best-in class, mobile-first, personalized services, and
leverage big data and advanced analytics to maximize customer value
and profitability"
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Eurobank Omnichannel Banking Project
Re-invent the Customer Experience at all customer touchpoints under an Omni-channel design philosophy
Re-build the underlying Omni-channel technical architecture
Re-design and implement the 3 main digital touchpoints of the Bank: Corporate site, eBanking and Mobile App
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https://www.youtube.com/watch?v=4YbQxtCDki8&feature=youtu.be
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Manage finances Pay Bills Share money with friends
Make Investments Shop Online Get rewarded
Find Insurance Pay in Stores Get Support
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Eurobank Omnichannel BankingHow we did it
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How we did it!
Employed Design Thinking, Lean and UX Testing techniques to design the best and most relevant customer experiences
Built (not bought) an asynchronous, microservice-based omni-channel platform on the cloud, with an Open Banking compliant RESTful API
Worked in Scrum Agile teams and scaled under a Nexus Framework, transforming a project into a Digital Factory
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How we did it!
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Eurobank Omnichannel BankingSome lessons learned
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In-house development is painful, however, it creates ownership and competence
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Agile works, however, it needs to be deployed across the organization
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Integrating user feedback should be an ongoing process
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Personalization is valued, in every type of interaction with the customer
2002, ενώ
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Migrating existing customers should be a priority (cheaper, easier, faster!)
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Digital Transformation is about changing Culture
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Thank you!