the future of customer and employee productivity in finance...the future of customer and employee...

The Future of Customer and Employee Productivity in Finance

Emilia D'Anzica, VP, Customer Engagement, WalkMe

Tracey Metzger, Product Manager, RBC Royal Bank #T32017

Agenda

•Era of Digital Transformation

•Rethinking Digital Success

•Financial Industry Impact

•WalkMe for Customer Centricity

•Royal Bank of Canada: Case Study

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What is Digital Transformation?

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Era of Digital Transformation

• Digitization: Using platforms to make a process digital, seamless & maybe invisible?

• Digital Transformation: Process by which companies are reinventing themselves as a result of disruption in their industry.

• DIGITAL LEADERS

• DIGITAL MAKERS

• DIGITAL ENABLERS

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Rethinking Organization Success

Original paradigm:

S.M.A.C

• Functionality pointless without adoption

• Business failing due to lack of value realization

• Adoption is HARD! Pace, Fear, Disruption

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New Starting Point for Organization Success

Shift to People Processes:

• Internal apps to drive efficiency & effectiveness

(CRM & HCM)

• External applications to drive greater reach

(Web & Mobile)

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Impact on Financial Industry

Employee Productivity Customer Engagement

Success Rate For Change

Efforts: <25%

Source: McKinsey

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Organizational Change Management is Critical for Enterprise Applications -Enabled

Transformation 07 October, 2015 G00292505

75% of organizations’ [migration projects] will

fail to achieve expected business outcomes

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Why do 75% organizations & customers fail to adopt software?

“Poor user adoption, decreased productivity and longer

time-to-benefit realization."

Michael Guay | Pat Phelan, Best Practices for

Application Accelerating.

Current Adoption Performance

Desired Performance

Change

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Driving Adoption Throughout the Entire Lifecycle

Onboarding & Training

User Adoption

Introduce New

Process

Support & Retrain

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Employee Productivity & Customer Engagement Reinvented

WalkMe

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Insights

Engagement Guidance

The first Digital Adoption Platform (DAP) that simplifies user experience and drives user action using three capabilities:

About WalkMe

San Francisco (HQ)

Los Angeles

New York City

Tel Aviv

Melbourne

Countries with WalkMe Customers

• Founded in 2011

• $100+ million in funding

• 400+ employees

• Market leader with 1000+ customers & all

major industries

• 130+ of Fortune 500

• 25% of customers leverage WalkMe across Multiple Apps

World’s First Digital Adoption Platform

• 10+ awards

• ISO 27001 certified

• Enterprise grade platform

Award-Winning SaaS Solution

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Use Cases

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Internal System Adoption

Software Implementation

Digital Transformation

Employee Productivity

Training and Onboarding

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Use Cases

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External Facing

Customer Success

Customer Care

Mobile (Native App)

External Marketing Website

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Selected Customers Per Industry

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Insurance

Internet / E-Commerce

Other Retail /

Distribution

Banking & Financial Services

Healthcare / Pharma

Education/ Government

Telecom/Mobile /TV/Radio

Software

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Imagine Insights on All Your Systems

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Visual UX layer Engagement optimization Gain knowledge Gain Knowledge

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Key Takeaways for Employee & Customer Centricity

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Customer transformation

starts with Internal

Innovation

Reduce wasted customer hours

with micro-moments & real-

time in-app support

Digitize the customer

experience to the point it is Invisible

“Great user experiences based on ecosystem plays to make the banking component invisible.”

-Paul Cobban, Chief Operating Officer, Technology and Operations for DBS Bank

With Tracey Metzger

Royal Bank of Canada RBC

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RBC’s Digitization

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Increased Productivity & User Engagement

Reduced Costs = More $$ for your Business

Better Employee & Customer Experience