customer experience drives danske bank’s digitalisation · customer experience drives danske...
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Our customers’ expectations towards superior experiences continue to evolve
The pace of change is accelerating
New solutions are emerging Regulation Macroeconomics
Constantly increasing competition Societal expectations Evolving customer expectations
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A superior customer experience throughout the entire customer journey relies on strong
customer interfaces, digital engines, and enablers – connected by E2E processes
Customer Journey
Customer Interfaces
E2E Processes
People
Digital Engines Digital Enablers
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Digital Engines Enablers
Integrated Nordic Payment
Fraud
CRM
NordicKYC Utility
Post Trade Service Digital Workplace
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Supporting
Technologies
But beyond customer interfaces; digital engines and enablers, a superior customer
experience is made possible by integrating, harmonising and automating E2E processes
Automation
Assessment
Customer
Journey
E2E Processes
Business Process
ManagementRobotics
Advanced Analytics
Machine Learning
Artificial Intelligence
Apply Verify Evaluate Process EstablishPost
processing
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Danske Bank has transformed its operations into a customer-centric organisation
Daily Banking
Transaction
Banking
Life, Pension
& Wealth
Management
Financing
Markets
Group Wide
Services
AML
Customer
Service
Delivery
Group Operations Customer Service Delivery
Integrated expertise across units
Organised around Customer Journeys
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Customer Service Delivery not only improves the existing bank – it also supports building
the future bank
Building the future bank
Improving the existing bank
Objectives Project Scope
Market disruptive
initiatives
QualityEfficiency
Level
Tactical
Strategic
Operational
Customer focus
E2E process and customer experience
Future opportunities
E2E process redesign
Daily continuous
improvements
Agility
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Now it all has to come together in a centralised customer support set-up
Customer Care enables advisory units to focus more on client-facing activities, by combining contact centre, cross-sales, and delivery activities into one harmonised unit
Seamless interaction between digital
and personal services
…and then we integrate, harmonise and automate the E2E processes by applying all our supporting technologies
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An example of how we have enhanced the digital self-service experience
What were the results for the customer?
• Average lead time is reduced by 53%• Process time is reduced by 60-80% due to fewer
errors and less rework• Digital signature is increased from 8% to 98%• Transparency via track and trace throughout the
process leaves the customer feeling in control
What was the issue for our
business customer?
Why does it take two weeks to get a simple customer package? Is it not just standard products at a fixed price?
How did we resolve it?
We created an Ordering Portal
• One Point of Entry for ordering• New order forms• Automatically generated notifications • Digital signatures