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Success Factors for Digital Transformation
in Banking
TCS Digital Software & Solutions Group
Sponsored By
December 2015
The Banking industry is facing challenges that
require a shift to digital
Channel Overload Budget Challenges Grow Revenue Cut Expenses
 Mobile
 Online
 Branch
 ATM
 Tablet
 Call Center…
 Flat budgets
 Dollars
allocated to
compliance
and risk
 Do more with
less
 Tough
environment
 Competition
from non-
traditional
 Still negative
sentiment
 Can’t cut your
way to
profitability
 Efficiency
ratios continue
to grow
 Need to work
smarter
2
Digital transformation is multi faceted
and accelerated; banks need to act more quickly
3
Leadership
Transformation
Omni-Experience
Transformation
Information
Transformation
Operating Model
Transformation
WorkSource
Transformation
New IDC research revealed three key themes for
digital transformation in the banking industry
1. Digital transformation within banking is happening at a
slow but steady pace
2. Data analytics is top priority in the transformation to
digital because analytics is critical to growing the
business
3. Despite business priorities, analytics continues to lack
sophistication at most banks, inhibiting banks' ability to
monetize on customer data to drive revenue
4
Digital transformation within banking is
happening at a slow but steady pace …
5
Source: IDC, IDC MaturityScape: Information Digital Transformation, #255774
… But the need to react to market pressures
has never been more urgent
 Innovation and digital transformation are necessary to add value to both banks and customers.
 This innovation is happening in all aspects of the 3rd Platform.
6
- 50% of new applications will be implemented on private cloud
- Some already implementing "cloud first" policies for all new applications
- Public cloud remains taboo except for some workloads
- Over 50% of customer-facing and enterprise staff applications will be deployed
in a mobile-first model in the next 5 years
- Both enterprise mobility and consumer mobility key to certain LoBs - lending,
wealth management, and collaboration
- Enhanced analytics enable offers based on individual, household, risk, and/or
business relationships
- Predictive analytics facilitate real-time decisioning to consumers
- First movers in deploying predictive analytics have a competitive edge
- Legacy systems and siloed data are major roadblocks
CLOUD
MOBILE
ANALYTICS
Data analytics is top priority in the
transformation to digital
 35.5% of banks identified big data and analytics as their number 1 priority in
the coming year — higher than any other 3rd Platform initiative
"Business users need to
have access to data to
analyze customer behaviors
to upsell, cross-sell, and
gain new customers. We
are in a competitive
environment, and our long-
term goal is to differentiate
ourselves using data and
analytics."
- Tier 3 Bank
7
 Primary BDA objective of banks is to
understand customers in order to drive
revenue and growth
• Analytics can uncover opportunities to
monetize internal and external customer
data to drive competitive differentiation
• Understanding the customer, reducing
churn, and upselling are essential to
business performance
 Most institutions are already using some basic
data/analytics for regulatory compliance
 Risk analytics, data aggregation, and
regulation (RADAR) initiatives will dominate
the CRO agenda and will support accelerated
business demands in 2015
Almost 30% of banks will invest in upgrades to
predictive customer analytics solutions in 2015
© IDC Visit us at IDC.com and follow us on Twitter: @IDC 8
In 2013, investment in customer analytics solutions was not a priority as FIs were using existing
solutions or not making significant investments. This is shifting considerably in 2015 with FIs risking
more $$ to upgrade, replace, or research options.
Source: IDC Global Technology and Industry Research Organization IT Survey, 2014
n=101 for 2014, n=90 for 2015
Banks need to be in the face of their
customers to stand out from competition
 Forget about table stakes (online,
mobile, call center, ATM, branch,
security, etc.)
 Banks need to stand out –
be in the face in a tactful way
• Big Data / Analytics
• Targeted Offers
• Customer Winning!
9
Through analytics, Banks should aim to provide almost
an individualized roadmap grow customer relationships
CONSUMERBUSINESS
CURRENT NEEDS FUTURE NEEDS
Checking, Savings, Debit Card,
Student Loan, Mobile Banking
Checking, Savings, Debit Card,
Mobile, Bill Pay, Mortgage,
Lines of Credit
Checking, Savings, Debit Card,
Mobile, Bill Pay, Asset
Management, Retirement
Credit, Mortgage, Bill Pay,
Mortgage, Advanced Mobile
Asset Management, Retirement,
College Savings
Estate Planning, Charitable
Giving Management, Fixed
Income
Low Balance Transaction
Accounts, Cash and Check
Deposit Services, Credit Card,
Bill Pay
Higher Balance Transaction
Accounts, Merchant Services,
Electronic Settlement,
High Balance Transaction
Account(s), Payroll, ACH
Investment Services, Sweeps,
Vendor Management, Portal
Access, Merchant Services
10
But despite business prioritization, analytics
continues to lack sophistication at most banks
Lack of data integration across lines
of business (silos)
Challenges with data quality
Lack of technical and/or governance
skills in big data and analytics
1111
Data analytics remains a somewhat immature capability at all but the
top 10 banks in the US
Vast majority of banks have yet to master
predictive analytics due to data challenges
12
Predictive analytics at
individual customer
level
Data lakes and
analytics
Data architecture that
addresses data silos
and legacy systems
"Our bank has insufficient
predictive analytics for our
business due to lack of
complete and accurate data.
[The bank] is working on a
large initiative to correct data
at the source and put it into a
format that we can easily
manipulate and analyze."
- Tier 1 bank executive
Banks have to set priorities around digital
technologies to overcome data hurdles
13
 Tech Buying Patterns
 Typical Decision Process:
 Extend the life of current systems
 Add best of breed and / or replace
core systems
 Make comprehensive enterprise tech
acquisition, but replace components
one at a time
 Licensing Scheme Considerations:
 Ability to keep pace with change and
continually innovate
 Ability to do more faster
 Level of simplicity, predictability, and
flexibility
Customer
Facing
Innovation
Core Data
Accuracy
and Insights
Process
Integration
or Integrated
Process
How Priorities
are Set
Bank Technology Decision Processes
Essential Guidance for Banks
 Organizational transformation is an important part of digital transformation.
• It is difficult to execute on digital transformation without addressing the
challenges in the siloed organizations themselves.
• The most innovative banks addressed and tackled organizational transformation
before the first technology was implemented. These organizational changes must
begin with leadership and eventually affect all IT staff.
 A sound enterprise-wide data strategy and architecture is the foundation upon which
the business will stay healthy (compliance) and grow (revenue). It is also the link
between IT as builders and the lines of business as users.
 Analytics projects don't have to be large, but with every data initiative, business value
must be proven, integrate with enterprise strategy, and enable the next step.
 External partners will be key to digital transformation efforts.
1. It is becoming more and more challenging to find (and retain) the expertise
needed to build and maintain a critical data and analytics environment.
2. Most institutions will admit that third-party technology partners can provide
specific areas of expertise, which the institutions cannot bring to bear, because of
the focus they have in those areas.
14
TCS Customer Intelligence &
Insights for Banking
15
TCS Customer Intelligence & Insights for Banking
Making Digital Transformation Achievable—Quickly and Cost-effectively
TCS can help you on your journey to successful digital transformation
 Build enduring customer relationships based on deep customer insights
 Increase wallet share and new revenue opportunities by exploiting digital channels
 Drive operational excellence and deliver superior customer experience leveraging
operational analytics
Click here to see how you can accelerate your digital transformation journey with CI&I for Banking.
Innovative industry first solutions:
Advanced analytics built for banking draws on TCS’s expertise,
vision and industry roadmap to ensure sustainable, profitable
client growth
Fast deployment, low TCO and rapid ROI:
Open platform design and modular architecture includes out of
the box use cases for banking and ready-made KPIs for fast and
cost effective implementation
Solution for the future with more agility and lower risk:
A cloud-based scalable, customer engagement platform with
real-time, action-oriented analytics built on patented innovation
TCS’ Customer Intelligence &
Insights for Banking is customer
and operational analytics
software that delivers:
The complete TCS Digital Software & Solutions Group portfolio includes: TCS Intelligent Urban Exchange,
TCS Digital Commerce and TCS Customer Intelligence & Insights for Communications, Banking, and Retail

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Success Factors for Digital Transformation in Banking

  • 1. Success Factors for Digital Transformation in Banking TCS Digital Software & Solutions Group Sponsored By December 2015
  • 2. The Banking industry is facing challenges that require a shift to digital Channel Overload Budget Challenges Grow Revenue Cut Expenses  Mobile  Online  Branch  ATM  Tablet  Call Center…  Flat budgets  Dollars allocated to compliance and risk  Do more with less  Tough environment  Competition from non- traditional  Still negative sentiment  Can’t cut your way to profitability  Efficiency ratios continue to grow  Need to work smarter 2
  • 3. Digital transformation is multi faceted and accelerated; banks need to act more quickly 3 Leadership Transformation Omni-Experience Transformation Information Transformation Operating Model Transformation WorkSource Transformation
  • 4. New IDC research revealed three key themes for digital transformation in the banking industry 1. Digital transformation within banking is happening at a slow but steady pace 2. Data analytics is top priority in the transformation to digital because analytics is critical to growing the business 3. Despite business priorities, analytics continues to lack sophistication at most banks, inhibiting banks' ability to monetize on customer data to drive revenue 4
  • 5. Digital transformation within banking is happening at a slow but steady pace … 5 Source: IDC, IDC MaturityScape: Information Digital Transformation, #255774
  • 6. … But the need to react to market pressures has never been more urgent  Innovation and digital transformation are necessary to add value to both banks and customers.  This innovation is happening in all aspects of the 3rd Platform. 6 - 50% of new applications will be implemented on private cloud - Some already implementing "cloud first" policies for all new applications - Public cloud remains taboo except for some workloads - Over 50% of customer-facing and enterprise staff applications will be deployed in a mobile-first model in the next 5 years - Both enterprise mobility and consumer mobility key to certain LoBs - lending, wealth management, and collaboration - Enhanced analytics enable offers based on individual, household, risk, and/or business relationships - Predictive analytics facilitate real-time decisioning to consumers - First movers in deploying predictive analytics have a competitive edge - Legacy systems and siloed data are major roadblocks CLOUD MOBILE ANALYTICS
  • 7. Data analytics is top priority in the transformation to digital  35.5% of banks identified big data and analytics as their number 1 priority in the coming year — higher than any other 3rd Platform initiative "Business users need to have access to data to analyze customer behaviors to upsell, cross-sell, and gain new customers. We are in a competitive environment, and our long- term goal is to differentiate ourselves using data and analytics." - Tier 3 Bank 7  Primary BDA objective of banks is to understand customers in order to drive revenue and growth • Analytics can uncover opportunities to monetize internal and external customer data to drive competitive differentiation • Understanding the customer, reducing churn, and upselling are essential to business performance  Most institutions are already using some basic data/analytics for regulatory compliance  Risk analytics, data aggregation, and regulation (RADAR) initiatives will dominate the CRO agenda and will support accelerated business demands in 2015
  • 8. Almost 30% of banks will invest in upgrades to predictive customer analytics solutions in 2015 © IDC Visit us at IDC.com and follow us on Twitter: @IDC 8 In 2013, investment in customer analytics solutions was not a priority as FIs were using existing solutions or not making significant investments. This is shifting considerably in 2015 with FIs risking more $$ to upgrade, replace, or research options. Source: IDC Global Technology and Industry Research Organization IT Survey, 2014 n=101 for 2014, n=90 for 2015
  • 9. Banks need to be in the face of their customers to stand out from competition  Forget about table stakes (online, mobile, call center, ATM, branch, security, etc.)  Banks need to stand out – be in the face in a tactful way • Big Data / Analytics • Targeted Offers • Customer Winning! 9
  • 10. Through analytics, Banks should aim to provide almost an individualized roadmap grow customer relationships CONSUMERBUSINESS CURRENT NEEDS FUTURE NEEDS Checking, Savings, Debit Card, Student Loan, Mobile Banking Checking, Savings, Debit Card, Mobile, Bill Pay, Mortgage, Lines of Credit Checking, Savings, Debit Card, Mobile, Bill Pay, Asset Management, Retirement Credit, Mortgage, Bill Pay, Mortgage, Advanced Mobile Asset Management, Retirement, College Savings Estate Planning, Charitable Giving Management, Fixed Income Low Balance Transaction Accounts, Cash and Check Deposit Services, Credit Card, Bill Pay Higher Balance Transaction Accounts, Merchant Services, Electronic Settlement, High Balance Transaction Account(s), Payroll, ACH Investment Services, Sweeps, Vendor Management, Portal Access, Merchant Services 10
  • 11. But despite business prioritization, analytics continues to lack sophistication at most banks Lack of data integration across lines of business (silos) Challenges with data quality Lack of technical and/or governance skills in big data and analytics 1111 Data analytics remains a somewhat immature capability at all but the top 10 banks in the US
  • 12. Vast majority of banks have yet to master predictive analytics due to data challenges 12 Predictive analytics at individual customer level Data lakes and analytics Data architecture that addresses data silos and legacy systems "Our bank has insufficient predictive analytics for our business due to lack of complete and accurate data. [The bank] is working on a large initiative to correct data at the source and put it into a format that we can easily manipulate and analyze." - Tier 1 bank executive
  • 13. Banks have to set priorities around digital technologies to overcome data hurdles 13  Tech Buying Patterns  Typical Decision Process:  Extend the life of current systems  Add best of breed and / or replace core systems  Make comprehensive enterprise tech acquisition, but replace components one at a time  Licensing Scheme Considerations:  Ability to keep pace with change and continually innovate  Ability to do more faster  Level of simplicity, predictability, and flexibility Customer Facing Innovation Core Data Accuracy and Insights Process Integration or Integrated Process How Priorities are Set Bank Technology Decision Processes
  • 14. Essential Guidance for Banks  Organizational transformation is an important part of digital transformation. • It is difficult to execute on digital transformation without addressing the challenges in the siloed organizations themselves. • The most innovative banks addressed and tackled organizational transformation before the first technology was implemented. These organizational changes must begin with leadership and eventually affect all IT staff.  A sound enterprise-wide data strategy and architecture is the foundation upon which the business will stay healthy (compliance) and grow (revenue). It is also the link between IT as builders and the lines of business as users.  Analytics projects don't have to be large, but with every data initiative, business value must be proven, integrate with enterprise strategy, and enable the next step.  External partners will be key to digital transformation efforts. 1. It is becoming more and more challenging to find (and retain) the expertise needed to build and maintain a critical data and analytics environment. 2. Most institutions will admit that third-party technology partners can provide specific areas of expertise, which the institutions cannot bring to bear, because of the focus they have in those areas. 14
  • 15. TCS Customer Intelligence & Insights for Banking 15
  • 16. TCS Customer Intelligence & Insights for Banking Making Digital Transformation Achievable—Quickly and Cost-effectively TCS can help you on your journey to successful digital transformation  Build enduring customer relationships based on deep customer insights  Increase wallet share and new revenue opportunities by exploiting digital channels  Drive operational excellence and deliver superior customer experience leveraging operational analytics Click here to see how you can accelerate your digital transformation journey with CI&I for Banking. Innovative industry first solutions: Advanced analytics built for banking draws on TCS’s expertise, vision and industry roadmap to ensure sustainable, profitable client growth Fast deployment, low TCO and rapid ROI: Open platform design and modular architecture includes out of the box use cases for banking and ready-made KPIs for fast and cost effective implementation Solution for the future with more agility and lower risk: A cloud-based scalable, customer engagement platform with real-time, action-oriented analytics built on patented innovation TCS’ Customer Intelligence & Insights for Banking is customer and operational analytics software that delivers: The complete TCS Digital Software & Solutions Group portfolio includes: TCS Intelligent Urban Exchange, TCS Digital Commerce and TCS Customer Intelligence & Insights for Communications, Banking, and Retail