transforming technology to deliver what really matters...
TRANSCRIPT
Transforming Technology to Deliver What Really Matters to Customers
in Financial Services
Andy WeirExecutive General Manager, Enterprise Services and CIO
Bankwest
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So are things really changing?
Source - McKinsey
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So are things really changing..?
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So What is Changing..?
NEW CUSTOMER NEEDS NEW GENERATION
DIGITAL DISRUPTION
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The Changing Landscape…
SHIFTING CUSTOMER PREFERENCES, ATTITUDES, NEEDS
LIFE ENABLERSEAMLESS EXPERIENCE
MOBILITY OMNI-CHANNELDISTRIBUTION
WORLD CLASS EXPERIENCES
SOCIAL MEDIA SEGMENTS OF ONE
DIGITAL SECURITY
PAYMENTS & WALLETS
DEMANDS DIFFERENTIATION BASED AROUND ‘CUSTOMER EXPERIENCE’
PARTNERSHIPS(OPEN ECO-SYSTEMS)
ANALYTICS BASED INSIGHTSIMPLICITY & AGILITY(SPEED TO MARKET)
CUSTOMER EXPERIENCEOBSESSION
ORGANISATIONS NEED CRITICAL CAPABILITIES & AN ENABLING CULTURE TO SUCCEED
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Existing ‘Product’ Delivery Models – where’s the customer?
Too Many Layers
Takes Too Long
Wasteful
Disengaging
“A bad model will beat a good person every time”
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Take inspiration from digital organisations that deliver great customer experiences…
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New product delivery models are Intensely Customer Focused
Speed to Market Wins (Netflix)
Customer Obsession
Iterate/Learn/Iterate
Engage Colleagues
= AMAZING CUSTOMER EXPERIENCES
Remove Friction (Netflix)
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So what do customers really want.. WORLD CLASS EXPERIENCE!
PEOPLEDo they have amazing people who can
support me when I really need it?
PROCESSES“Are their processes intuitive, user friendly and efficient”?
TECHNOLOGY“Do they use technology to make it
easier and faster for me to deal with them?”
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…and they’ll love your products, as well as sharing it with their networks
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Creating a culture of simplicity & agility
Make ‘Customer’ their purpose Autonomy & Mastery
Collaborative Environment Release Creativity (Hack Days)
