Bank to the future: Finding the right path to digital transformation

Customers are changing the way they buy financial services. That means that firms can’t afford to sit on the sidelines when it comes to their digital capabilities. But a bank shouldn’t think of a digital transformation as only a way to stay ahead of the competition. A bank should make sure its transformation fits its strategy, because transformation is really all about strategy.

  • What makes sense for your bank?
  • Where are you succeeding with customers?
  • What can help you keep going down that road?

While it’s important to keep up with competitors, your digital transformation should be tailored to your bank’s particular needs. Each institution has its own footprint, legacy infrastructure, customer demographics, and so on. Let’s explore the three most common approaches to digital transformation in more detail (see Figure 1). Each option creates a different customer experience, has a varying effect on profitability, and comes with its own set of challenges. From there, we’ll discuss how you should weave in digital transformation as part of your overall strategy and what you can do to get started now.

The simplest approach is to modify the front end only, focusing on the primary ways a customer interacts with a bank (website, app, etc.). Largely a cosmetic fix, the bank designs an appealing mobile app and web interface but keeps the organization’s workflows, culture, and back-end infrastructure intact. We understand the appeal of this approach. For an organization that needs a quick win, it’s certainly the fastest route. In fact, this approach may be a quick interim step for banks that have real client-facing issues. It’s a solid stop on the road of transformation, but for most banks, it won’t be the destination.

DigitalBank

Click here to access PWC’s report

The Digital Business Imperative

Don’t Build A Digital Strategy; Digitize Your Business Strategy

Digital fundamentally changes your relationship with your customers. You can’t address this change with a bolt-on digital strategy that adds an app here or a site there. To remain competitive, you must re-engineer how your business creates value for your customers in the digital age.

Digital Has Changed Your Markets
Your customers aren’t who they used to be — they haven’t been for quite some time now. Digital touchpoints permeate every aspect of your customers’ lives — how they watch TV on Netflix, how they research new products on their smartphone, how they check their balance on PayPal, or how they review their stay on Airbnb. Business buyers expect automated service, tap communities for insights, and want services with apps attached; they’re even more digital than consumers are. Digital has transformed the market context for every business, and the pace of change is accelerating.

Digital Has Changed The Way That You Operate
Digital has transformed more than your channels and customers. It also disrupts you from within, changing the way that you do business. Digital not only accelerates the pace of change but also brings new opportunities for firms that can embrace the technology fast enough. It speeds time-to-market, reduces costs, and unlocks new revenue streams. There’s a reason why manufacturers ABB, Schneider Electric, and Siemens spent a combined €8 billion on acquiring software assets to help clients design, manage, and optimize complex industrial operations like power grids more effectively.

Use Digital To Help Customers Get To The Outcomes That They Desire

Re-envision your business not as a set of products and services but as part of the personal value ecosystems that your customers assemble according to their needs and desires. Learn to increase value by expanding your company’s role in your customers’ personal value ecosystems.

Digital Operational Excellence Increases Business Agility

Digital business isn’t just about customer experience — it’s also a way to drive operational agility. Digital operations can increase speed-to-market, make employees more productive, promote leaner processes, and maximize asset utilization.

Digital Dimensions

 

Click here to access Forresters’ detailed study

Achieving Digital Maturity Adapting Your Company to a Changing World

Adapting to increasingly digital market environments and taking advantage of digital technologies to improve operations are important goals for nearly every contemporary business. Yet, few companies appear to be making the fundamental changes their leaders believe are necessary to achieve these goals.

Based on a global survey of more than 3,500 managers and executives and 15 interviews with executives and thought leaders, MIT Sloan Management Review and Deloitte’s third annual study of digital business reveals five key practices of companies that are developing into more mature digital organizations. Their approaches, which may offer valuable lessons for companies that want to improve their own digital efforts, include:

  1. Implementing systemic changes in how they organize and develop workforces, spur workplace innovation, and cultivate digitally minded cultures and experiences. For example, more than 70% of respondents from digitally maturing companies say their organizations are increasingly organized around cross-functional teams versus only 28% of companies at early stages of digital development. We discuss how this fundamental shift in the way work gets done has significant implications for
    • organizational behavior,
    • corporate culture,
    • talent recruitment,
    • and leadership tactics.
  2. Playing the long game. Their strategic planning horizons are consistently longer than those of less digitally mature organizations, with nearly 30% looking out five years or more versus only 13% for the least digitally mature organizations. Their digital strategies focus on both technology and core business capabilities. We discuss how linking digital strategies to the company’s core business and focusing on organizational change and flexibility enables companies to adjust to rapidly changing digital environments.
  3. Scaling small digital experiments into enterprise-wide initiatives that have business impact. At digitally maturing entities, small “i” innovations or experiments typically lead to more big “I” innovations than at other organizations. Digitally maturing organizations are more than twice as likely as companies at the early stages of digital development to drive both small, iterative experiments and enterprise-wide initiatives rather than mainly experiments. Digitally maturing organizations also can be shrewd and disciplined in figuring out how to fund these endeavors and keep them from languishing in the face of more immediate investment needs.
  4. Becoming talent magnets. Employees and executives are highly inclined to jump ship if they feel they don’t have opportunities to develop digital skills. For example, vice president-level executives without sufficient digital opportunities are 15 times more likely to want to leave within a year than are those with satisfying digital challenges. Digitally maturing organizations typically understand the need for and place a premium on attracting and developing digital talent. Their development efforts often go far beyond traditional training. These businesses create compelling environments for achieving career growth ambitions while acquiring digital skills and experience, which make employees want to stay.
  5. Securing leaders with the vision necessary to lead a digital strategy, and a willingness to commit resources to achieve this vision. These leaders are more likely to have articulated a compelling ambition for what their digital businesses can be and define digital initiatives as core components to achieving their business strategy. A larger percentage of digitally maturing companies are also planning to increase their digital investment compared to their less digitally mature counterparts, which threatens to widen an already large gap in the level of digital success.

DigitalMaturity

Click here to access MIT’s detailed survey report

What is the Era of the Intelligent Insurer

The biggest innovations in insurance over the next three years will not be in the technology tools themselves, but in how we design them with employees, customers, intermediaries and other human partners in mind.

Digital technology continues to reshape the insurance industry at an unprecedented and quickening pace. In our Technology Vision 2017 research, 87 percent of insurance respondents agreed that we have entered an era of technology advancement that is no longer marked by linear progression, but by an exponential rate of change.

What sets this new wave of disruption apart from those that preceded it is that humans are firmly in control of how technology reshapes our experiences, our industry and the wider world. It’s no longer people who are adapting to technology—rather, the technology is adapting to us.

We’re putting technology to work to disrupt ourselves, our organizations and entire industries. The technology we use today—compared to that of just a few years ago—is increasingly interactive, as touch displays, mixed reality, and natural language processing make it feel more human.

Advanced technology is now capable of learning, with contextual analysis, image recognition and deep learning algorithms that make it seem to think more like us. And, perhaps best of all, technology can now adapt—by constantly aligning itself to our wants and needs.

The five major trends observed are :

  1. AI is the new UI – The Experience Above All
  2. Ecosystem Power Plays – Unleash the Power of Us
  3. Workforce Marketplace – Invent Your Future
  4. Design for Humans – Inspire New Behaviors
  5. The Uncharted – Invent New Industries, Set New Standards

Marketplaces

Click here to access Accenture’s detailed report