The document discusses the evolving landscape of digital transformation within the retail banking sector, highlighting the pressures and opportunities created by technology and shifting consumer expectations. It outlines key trends, strategic priorities, and the importance of customer experience, emphasizing the need for effective digital communication and partnerships. The insights are supported by data indicating that executives increasingly recognize the transformative potential of digital strategies, though many organizations still struggle to align these strategies with tangible business outcomes.

2. New demands drive new opportunities.
A deep dive into whys & hows of virtual branching.
Kresimir Suljak, Business Development Expert, Asseco SEE
Sanel Volaric Expert Consultant, DSM Consulting

3. Agenda
1. Intro
2. Digital impact – challenges, trends and opportunities
3. CX in the digital era
4. CSO view (examples)
5. Best practice
6. Q&A session

5. We Have Already Been Living in The Digital Age
* The Global Center for Digital Business Transformation – IMD and Cisco iniciative - 1,200 business leaders across the globe
Tremendous impact of digital
revolution on industries over
the last 4 years.
In average 1/3 of the legacy
companies will be displaced.
Executives from only 3
industries, including the
financial, are more concerned
than confident.
88% of executives perceive major or transformative impact*

6. Are We Ready to Embrace the Challenge and Harness the
New Opportunities?
* The Global Center for Digital Business Transformation – IMD and Cisco iniciative - 1,200 business leaders across the globe
The number of companies with a digital strategy
jumped from 54% (2017) to 75% (2019).
But only 22% taking a portfolio approach linked to
clear business outcomes (coordinated digital
strategy )

7. The FI is Constantly Among 5 Industries who are Most
Vulnerable to Digital Disruption

8. 2019 Top 10 Retail Banking Trends: Actual vs. Projected last year:
MainTrends: Simplification of Customer Journey, Improving
Analytics and Integration of Channels
• The real importance of the top 5 trends
was less than anticipated.
• The impact of new competition (fintech
and big tech firms), as well as the
commitment to innovation, far exceeded
what was projected .

9. Trends Relatively Constant Over Time
2019 Top 10 Retail Banking Trends:
• For efficient digital transformation, retail
bankers need partnerships and
collaboration with the right external
partners

10. Retail Banking Strategic Priorities and Objectives
2019 Top 10 Retail Banking Strategic Priorities and Objectives:
• A significant jump in the level of
commitment to improving the CX
compared to last year’s research (82% vs
72%)
• The strategic priority of enhancing data
analytics decreased by 9% (from 51% to
42%) conflicting with the importance
shown in the 2019 trends analysis
• Surprisingly, the priority of talent mgmt
dropped from 28% last year to 19% this
year

11. 84% of organization leaders identified digital CX as their strategic priority in time
to come
• 62% of companies view customer experience delivered by your organization
as a competitive advantage
• 67% of consumers will pay more for a great experience
Using digital communication can build lasting relationships with the entire
customer base, creating regular engagement and trust – which are vital to
having a good CX.
Source: Forbes
CX in The Digital Era

12. • Everything starts with communication
• TECHNOLOGY changed the way BANKS work
U
Omnichannel Communication
63% of consumers say they would consider
switching banking providers if communications
do not meet their expectations.

13. LIVE
web app
mLIVE
mobile app

14. DIGITALIZATION

15. Chat
Videochat
Filemanager
Audiochat
Request Callback
Direct messaging
VirtualBranch
Survey
Request meeting
AgentCustomer

16. Virtual Branch by Asseco
• Easier integration which will ensure Virtual Branch functionalities in short time
• Out-of-box extension of Asseco LIVE
contact center platform (no need for
green-field investment)
• Easy communication and collaboration
mode
• Approvals, authorizations (RDS)
• Onboarding process
• Unique client experience in multichannel
environment

17. Provide Your Customers With Supreme CX
Complex products assistance
→ Provide a human-assisted channel where the customer can instantly ask for help
Active engagement
→ Bank can trigger pop-up window with chat, audio and video chat; on specific event or in
specific timeframe
Communication hub
→ This platform ensures instant remote advisory for clients who would solve their inquiries
online on a regular basis, as well as enables to overcome the distance for customers who
prefer branches, but unfortunately, they do not have any nearby
Boost acquisition and onboarding
→ Digital onboarding is still an important element of the digitization strategy
Integration with other systems

18. LIVE
web app
mLIVE
mobile app

19. Chat
Videochat
Filemanager
Audiochat
Request Callback
Direct messaging
VirtualBranch
Survey
Request meeting
AgentCustomer

20. Lessons-learnt from a CSO Perspective: Digital Transformation
is About Enabling Profitable and Sustainable Growth
Digital transformation in sales …
reducing FTEs and closing brick &
mortar branches
1
cost-cutting
2
switching customers to digital channels
3
developing web-shops and enabling
direct sales of existing products
4
preparing the products for digital
transformation
5
enabling people to be more
productive and effective
smart and innovative investments to
unlock profitable growth
enabling customers to have a
preferred channel at a moment
transforming product portfolio to
enable omni-channel approach
developing platforms around them
with eco-system of partners
… is not (only) about: … is about:

21. • Reconcile new technologies & employees
• Human approach makes the difference and builds
long-term relationships
• Higher return on investment for the business
Technology for Business. Solutions for People

22. BEST PRACTICES

23. Empower your sales force
• Omni channel Platform
• Increased Efficiency of
Support
• Flexible support process
modelling
• KPI dashboard
• Smart Process Orchestration
• Flexible Process modelling
• SLA management
• ITIL Ready for IT processes
• Knowledge base management
• CRM
• Lead Segmentation
• Advanced analytics
• Lead Management
• Sales Efficiency
• Dashboard
Customer Engagement
Sales Excellence
Internal Process
Effectiveness

24. Asseco Live 2.0 reference list includes

25. Q&A

26. Thank you for joining us!
kresimir.suljak@asseco-see.hr
sanel.volaric@dsm-consulting.eu
live.asseco.com

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