Dos and don'ts of digital transformation

Barbara Biro – Digital Transformation & Alternate Channel Specialist

made and confirmed by the Top Management

• You determined the and the stations of the journey, defined the Customer Experience

• You have allocated and rationalized

• You have evaluated and prepared your , communicated the objectives, confirmed the resources and the vendor need

• You have provided internal omni-channel to avoid silo obstacles

Barbara Biro

Alternate Distribution Channels

•Online Channels

•Mobile Channel

•E-Commerce

•ATM Channel

Physical Distribution Network

•Branches & Digital Touchpoints

•Transaction automation of Physical Instruments

Direct Banking Channel & Call Center

•Depending on interpersonal communication or automated message

Technology

• Innovations rolled out through each channel and towards each department

•Communication only exists on the highest levels

staff

Barbara Biro

to implement all over the Distribution Channels (Online, Mobile, Call Center, DBC, Machines/Kiosks, Branch)!

– Focus on Migration to be able to focus on business and consultancy.

– Enhance staff awareness first of all. Define where live assistance, virtual assistance or infographics needed. Revisit charges, implement negative or positive incentivization. Launch internal and external campaigns.

– Focus on functionality and automation, increase automated touchpoint availability, Kiosks/ATMs

– Built in paperless options and more lead capture, interconnected with Mobile Platform. Fully functional and automated, seamless banking. Minimizing manual entry by data auto-population. Face to Face interaction concentrated on consultancy and business. Align banking with customers’ regular activity within the community.

– Multifunctional employees, empowered with paperless automation.

– cross-department and cross-system communication and dataflow, fully automated CMS, integrate all channels with core system for customer recognition, administration input reduction and paperless flow.

• Integrate Call Center in each Distribution Channel –

– Redesign security to simplify processes, focus on mobile and ATM.

in each Channel and customer touchpoint.

• Provide through our electronic portals to the

of each customer or customer to be.

Barbara Biro

Barbara Biro

Technology

Standardized & Branded Customer Experience

Marketing

Barbara Biro

• Disable silo operations• Interconnect

distribution channels• Enable lead capture and

generation• Cross department

knowledge and KYC management

• Optimize backend processes

• Optimize Human Resources

• Optimize collaboration and workflow

• Integrate Video Chat on internal and external platforms

• Standardize and brand each UI based on the one corporate message

• Simplify user access and content management

Barbara Biro

What we would like to

do

What is available on the market

What is doable by

technology

Barbara Biro

Barbara Biro

Driving to the

branch.

Waiting for submission

Submitting request &

service

Getting token from the CRO.

Filling out paper Forms

Barbara Biro

Mobile Service Request

Confirmation of submission and offer of

branch appointment

if required

Service: electronic

approval or Branch

Customer Service

Filling out electronic forms Auto-population of EID info to minimize manual entry

ElectronicSubmission

Barbara Biro

• The enlarged Automated area and the Customer Service area 1:1

• ATM Lobby equipped with self service cheque and card managing kiosk, and Virtual Banking facility.

• No Teller area, the Super Service Desksempowered with mini cheque scanner for withdrawals, TCR, modern ATM and Online Banking Customer UI for service requests and product applications. Card reader built in for KYC data capture and form auto-population. GO PAPERLESS.

• Customer Service Area is designed to provide consultancy and electronic banking assistance. Instant printed or emailed personalized Product Info and Calculations. No pre-printed material. Lead capture integrated.

• Digital Content designed for engagement and cross-selling functionality.

• Each form processed online, no maker checker needed. Office space can be offered for Business Banking Customers.

Barbara Biro

Barbara Biro

Consolidate Roles of Employees - Empower Super Service Desks with Automation

Remove Tellers Focus on Migration

TCR

Mini Bulk Cheque, ID

& Card Scanners

Online Banking UI

Barbara Biro

Simplify Processes by New Technology for Authentication and Verification

Wearables – Simplified Access and KYC

ID Cards/Driving License Biometrics

• Instant customer recognition

• KYC• Basic records auto-

population in forms

Barbara Biro

A purpose-built machine that can process business transactions in personalized and integrated manner thru integration with Video Contact Center and Business Support Systems and Applications

Document Scanner Card Reader

Barcode Scanner

Document Deposit

Encrypted PIN Pad

Contactless Card Scanner

21” 16:9 Remote Expert Video Screen

Speakers

ID Card Scanner/Reader

Phone Handset

19” Application Touch Screen

Laser Printer

Thermal Receipt Printer

Fingerprint Scanner

Three Cameras (Still, Video, and Surveillance)

Digital Pen

Barbara Biro

Cheque Printer

Card Printer

Cheque Deposit

ATM

Barbara Biro

Business Alignments

1. Blend banking in daily routine

2. Do not limit your services and expect customers to deal with it without solution – focus on functional automation

3. Implement multifunctional employees

4. Go Paperless even on the back end

5. Optimize manual entry

6. Embed engagement and minimize cross selling

Barbara Biro