5. As-Is To-Be: Vision
3 Business
Principles
Guiding
Principles in
Digital
Transformation
Building a
Great Team & a
Winning
Culture
Aspiring to be
the Best
Executing
Superbly
6. Current state: To-Be
A Digital Bank
(2018)
#1 Most Visited Bank
online with
46.7 Million Digital
Customers in 2017
(+50% in 5 years)
7. Engineering: Role of Technology
Capgemini
Framework
Customer
Experience
Operational
Processes
Business
Model
Customer Understanding Process Digitisation Digitally-Modified Businesses
Top-Line Growth Worker Enablement New Digital Businesses
Customer Touch-Points Performance Management Digital Globalisation
11. Innovativeness of Technology
2015: Chase App is a “Trendsetter in the
Financial Services Industry” (CXFS).
2017: Chase’s LOXM is starting the “Wall
Street Robot Revolution” (Bloomberg).
12. In a Nutshell
Gordon Smith, current COO
“We didn’t change the products – we just made it easier
for customers to get the ones they want” (2017).
