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Truly customer-centric banking and the importance of stabilityin a digital ageNick Bailey
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2005Inauguration of Pope Benedict XVI
2013Inauguration of Pope Francis
Our new world
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Prog
ress
Time
TheOpportunityGap
Technology
Business
The speed of disruption
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The start-up banks
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The start-ups’ advantageBuilding a bank around tomorrow’s customer…without the burden of yesterday’s technology
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Yesterday’s technology fights backAn overnight batch failure on 19 June 2012 at Ulster Bank resulted in…
700,000Customers impacted
10 dayDelay to customer
balances
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It’s all still to play for…Start-ups don’t have a monopoly on innovation or customer centricity. There are three steps that any incumbent business can take to set themselves up for success
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Inspiring the leadershipExecutive visits in Silicon Valley and London that showcase the art of the possible
1
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Design thinking and rapid prototyping pilot customer projects Deploying design thinking and rapid prototyping to redesign a legacy bank’s customer on-boarding process – in days, not months
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Design thinking and rapid prototyping pilot customer projects
2
Day 3
Initial Customer Testing
Day 1 Day 2
TeamTraining
ProductPrototyping
Iterate Launchabledemo
After 2 weeks
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Industrialising an innovation culture Re-imagining the digital capability of a leading insurance company – industrialising design thinking and rapid prototyping techniques across the organisation
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