This document discusses digital transformation in the era of customer engagement. It notes the evolution from analog to digital experiences and how customers now drive experiences through omni-channel ecosystems. It recommends that banks use all channels to build open dialogues, implement omni-channel customer listening programs, and leverage insights to curate complete customer journeys. The document also states that transformation is needed in design thinking, IT operations, business models, and implications.

1. Digital Transformation in the
Era of Customer Engagement

2. 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

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

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

5. Implement
omni-channel
customer listening
program
2
Image credit istockphoto

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

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

8. Thank You
Ali Hussain
Linkedin.com/in/alishussain