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Delivering Digital Customer Experience

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Delivering Digital Customer Experience

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Delivering Digital Customer Experience

  1. 1. DELIVERING DIGITAL CUSTOMER EXPERIENCE
  2. 2. THE OLD TIMES? REMEMBER Circa 1472. Monte dei Paschi Bank. The famous and the oldest bank of the world in Italy.
  3. 3. HAS EXISTED FOR Centuries. BANKING
  4. 4. STRONG FOUNDATIONS. WITH
  5. 5. © shutterstock:lumokajlinioj BUILDINGS remain… WHILE HOWEVER…
  6. 6. HAS UNDERGONE transformation… BANKING
  7. 7. From…
  8. 8. ..to…
  9. 9. ..to…
  10. 10. ..to…
  11. 11. ..to…
  12. 12. DIGITAL has taken over!
  13. 13. BUT, ARE YOU DELIVERING Customer Experience?
  14. 14. MEET Sarah. A Millenial.
  15. 15. SHE NEEDS HOME LOAN She Contacts You Online.
  16. 16. SHE EXPECTS A CAKEWALK.
  17. 17. BUT, NOTHING HAPPENS…
  18. 18. SHE SWITCHES.
  19. 19. 30 MINS… WHAT SHOULD TAKE TAKES DAYS!!
  20. 20. NAME, AGAIN? BTW, WHAT WAS HER
  21. 21. TO REMEMBER HER! SARAH, EXPECTS YOU
  22. 22. YES. RETAIL MORTGAGE LOAN IN 30 MINS. AND, DID WE JUST SAY 30 MINS!?
  23. 23. PIECES OF THE PUZZLE
  24. 24. LIE UNDER THE HOOD
  25. 25. SARAH EXPLORES. DROPS HINTS ON FACEBOOK.
  26. 26. 1. DIGITAL SENSING ! Tap Customer Sentiment ! Context Analysis ! Automated contextual Response
  27. 27. 2. PROACTIVE ENGAGEMENT ! Lending Process Kick-off. ! Customized Offers. ! Customer Data Integration.
  28. 28. Hello Sarah! Options for you based on your account history. Select one or Talk to us!
  29. 29. 3. LOAN INITIATION ! Straight-through Processing ! Document Capture ! Image-assisted Data Entry
  30. 30. SARAH COMPLETES THE APPLICATION ON MOBILE
  31. 31. 4. CREDIT AND ELIGIBILITY CHECK ! Straight-through Processing ! Automated Business Rules ! Web-services based Integration
  32. 32. 5. DOCUMENT VERIFICATION ! Integrated DMS for Fast Retrieval ! Automated Doctype Detection ! Image Processing & Enhancements
  33. 33. SARAH RECEIVES REAL-TIME STATUS.
  34. 34. 6. LOAN PROCESSING ! STP / Automated Loan Booking ! Auto-generation of Loan Documents ! Automated Business Rules & Policies
  35. 35. SARAH RECEIVES CONFIRMATION & WELCOME DOCKET. IN 30 MINS!
  36. 36. 7. LOAN DISBURSEMENT ! STP / Auto Credit & Funds Clearance ! Robotic Process Automation ! End-to-end Process Orchestration
  37. 37. SARAH RECEIVES FUNDS IN THE ACCOUNT.
  38. 38. …IT WAS ALWAYS SO SIMPLE! IF ONLY…
  39. 39. IN REAL WORLD, MURPHY STRIKES… …OFTEN.
  40. 40. SARAH INITIATES APPLICATION ON TABLET
  41. 41. But, She gets distracted…
  42. 42. ! CROSS-CHANNEL ! Sign-up without documentation ! Omni-Channel Loan Application Initiation ! Cross-Channel Loan Application & Servicing
  43. 43. Sarah initiates on tablet, fills out details on laptop, completes it on mobile.
  44. 44. Multi Channel. Multi Form. Multi Mode. Digital = The Power of device CIRCLE OF ENGAGEMENT
  45. 45. SARAH HAS A GOOD CREDIT SCORE. BUT, HER PROPERTY IS NOT REGISTERED.
  46. 46. ! CASE MANAGEMENT ! Case Folder ! Knowledge Worker Participation ! Ad-hoc Exception Handling
  47. 47. SARAH IS CONSULTED THROUGH THE PROCESS.
  48. 48. LEGACY STRIKES. SILOS OF SYSTEMS NOT READY FOR INTEGRATION. THEN
  49. 49. ! ROBOTIC PROCESS AUTOMATION ! Automated scripts for Routine Tasks ! Automated Data entry ! Assisted Task Execution
  50. 50. ROBOTIC PROCESS AUTOMATION MOVES THE PROCESS ALONG.
  51. 51. SARAH FEELS SERVED. SHE IS A HAPPY CUSTOMER.
  52. 52. WHAT’S THE SECRET SAUCE?
  53. 53. NEED TO COME TOGETHER… THE INGREDIENTS
  54. 54. ORCHESTRATES END-TO-END LENDING PROCESS… PROCESS AUTOMATION !!!!!!
  55. 55. ENABLES OMNICHANNEL AND CROSSCHANNEL INITIATION… MOBILITY FRAMEWORK !!!!!!
  56. 56. ENABLES CUSTOMER CONTEXT & SEAMLESS AUTOMATION… CONTENT MANAGEMENT !!!!!!
  57. 57. BUSINESS RULES !!!!!! ENABLES STRAIGHT-THROUGH AUTOMATION AND FLEXIBILITY
  58. 58. AUTOMATES THE MUNDANE AND FREES UP WORKFORCE. ROBOTIC PROCESS AUTOMATION !!!!!!
  59. 59. CASE MANAGEMENT !!!!!! HANDLES THE UNFORESEEN AND ENABLES EFFECTIVE DECISIONS
  60. 60. SARAH IS MORE THAN A CUSTOMER. SHE IS YOUR ADVOCATE!
  61. 61. DELIVERING DIGITAL CUSTOMER EXPERIENCE

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