Past iterations of digital initiatives within the banking and financial services industry have mostly focused on digital channel enablement and multi-channel delivery. Attempts have been made to reduce costs and gain market share through self-service and serving existing capabilities over digital channels that are in vogue at the time. By and large, the impact of emerging digital channels on overall customer experience (CX) has gone unexplored. And to top it, client service capabilities around digital offerings have ranged from sub-optimal to non-existent. Not surprisingly, most banks have not been able to achieve measurable return of investment (ROI) from their digital investments. When new channels have been created, they have cannibalized traffic from other channels and seldom created net new business. In most cases, anticipated savings have also not materialized.
Banks are now gearing to completely transform the customer experience to retain a competitive edge. Every user interface, process, system and coworker interaction is being upgraded to provide an extraordinary customer experiences to its customers. As banks embark on this journey, they have to address a number of challenges:
Mindtree believes that customer experience transformation for a bank is an iterative process involving three major steps. Banks will have to:
Mindtree’s Connected Banking helps banks and financial services organizations to transform customer experience, capture new sources of revenue and retain market share.
Connected banking focuses on using digital innovation to provide superb customer experience across all channels — physical and digital. It focuses on transforming the bank into a digital platform which serves as a catalyst for product and channel innovation leveraging all available internal/external capabilities. It enables banks to plug into the digital economy and co-create products and services with new and diverse revenue streams. The approach covers key aspects of core technology digitization and business process transformation required to enable product features and accompanying customer service capabilities. While Connected Banking is an end-to-end approach, it does not attempt to boil the ocean. Key facets of the approach can be aligned with the bank’s strategy and customized to achieve tactical objectives. Tangible value is delivered in an iterative fashion leveraging Mindtree’s proprietary frameworks, solution accelerators and Agile delivery capabilities.
At each stage of the customer experience transformation, Mindtree offers building blocks for Connected Banking. With a transformed customer experience, fintech-ready banks will be able to capture new sources of revenue and retain market share with streamlined processes, cost structure and workforce.