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