Digital [Banking] Transformation in the Era of Customer Engagement

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Ali Hussain

Engaging Customers in a Hyper-Connected Digital World

Design

Digital Transformation in the
Era of Customer Engagement

DEVLOP
EXPERIENCE
REVOLUTION
BANKING
Digital Banking Evolution
DIGITIZATION
OMNI-CHANNEL
ECOSYSTEM
Analog
Digital
Customers Putting up with
Experiences
Customers Driving
Experience
Channel Optimization
End-to-End Customer
Journey Management

So…
How Do We Get There?
OMNI-CHANNEL
ECOSYSTEM

Use all channels
to build an open
dialogue
and strengthen
customer
relationships
1
Image credit wsol.com

Implement
omni-channel
customer listening
program
2
Image credit istockphoto

Leverage
insights
to curate
complete
customer
journeys
3
Image credit citvantage.com

Transformation in Keys Areas
Design Thinking/Engineering
IT & Operations
Business Model
Implications

Thank You
Ali Hussain
Linkedin.com/in/alishussain

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