Delivering Digital Customer Experience

1. DELIVERING
DIGITAL
CUSTOMER
EXPERIENCE

2. THE
OLD
TIMES?
REMEMBER
Circa 1472.
Monte dei Paschi Bank.
The famous and the oldest
bank of the world in Italy.

3. HAS
EXISTED
FOR
Centuries.
BANKING

4. STRONG
FOUNDATIONS.
WITH

5. © shutterstock:lumokajlinioj
BUILDINGS
remain…
WHILE
HOWEVER…

6. HAS
UNDERGONE
transformation…
BANKING

7. From…

8. ..to…

9. ..to…

10. ..to…

11. ..to…

12. DIGITAL
has taken
over!

13. BUT,
ARE YOU
DELIVERING
Customer Experience?

14. MEET Sarah.
A Millenial.

15. SHE NEEDS HOME LOAN
She Contacts You Online.

16. SHE
EXPECTS
A
CAKEWALK.

17. BUT,
NOTHING
HAPPENS…

18. SHE SWITCHES.

19. 30 MINS…
WHAT
SHOULD
TAKE
TAKES
DAYS!!

20. NAME, AGAIN?
BTW, WHAT WAS HER

21. TO REMEMBER HER!
SARAH, EXPECTS YOU

22. YES. RETAIL MORTGAGE
LOAN IN 30 MINS.
AND, DID WE
JUST SAY
30 MINS!?

23. PIECES
OF
THE
PUZZLE

24. LIE
UNDER THE HOOD

25. SARAH
EXPLORES.
DROPS HINTS ON
FACEBOOK.

26. 1.
DIGITAL
SENSING
! Tap Customer Sentiment
! Context Analysis
! Automated contextual Response

28. 2.
PROACTIVE
ENGAGEMENT
! Lending Process Kick-off.
! Customized Offers.
! Customer Data Integration.

29. Hello Sarah!
Options for you based on
your account history.
Select one or Talk to us!

30. 3.
LOAN
INITIATION
! Straight-through Processing
! Document Capture
! Image-assisted Data Entry

31. SARAH
COMPLETES
THE
APPLICATION
ON MOBILE

32. 4.
CREDIT AND
ELIGIBILITY CHECK
! Straight-through Processing
! Automated Business Rules
! Web-services based Integration

33. 5.
DOCUMENT
VERIFICATION
! Integrated DMS for Fast Retrieval
! Automated Doctype Detection
! Image Processing & Enhancements

34. SARAH
RECEIVES
REAL-TIME
STATUS.

35. 6.
LOAN
PROCESSING
! STP / Automated Loan Booking
! Auto-generation of Loan Documents
! Automated Business Rules & Policies

36. SARAH
RECEIVES
CONFIRMATION
& WELCOME
DOCKET.
IN 30 MINS!

37. 7.
LOAN
DISBURSEMENT
! STP / Auto Credit & Funds Clearance
! Robotic Process Automation
! End-to-end Process Orchestration

38. SARAH
RECEIVES
FUNDS IN THE
ACCOUNT.

39. …IT WAS
ALWAYS
SO SIMPLE!
IF ONLY…

40. IN REAL WORLD, MURPHY
STRIKES…
…OFTEN.

41. SARAH
INITIATES
APPLICATION
ON TABLET

42. But, She
gets distracted…

43. !
CROSS-CHANNEL
! Sign-up without documentation
! Omni-Channel Loan Application Initiation
! Cross-Channel Loan Application & Servicing

44. Sarah initiates on tablet, fills
out details on laptop,
completes it on mobile.

45. Multi Channel. Multi Form. Multi Mode.
Digital = The Power of device
CIRCLE OF ENGAGEMENT

46. SARAH HAS A
GOOD CREDIT
SCORE.
BUT, HER
PROPERTY IS
NOT
REGISTERED.

47. !
CASE MANAGEMENT
! Case Folder
! Knowledge Worker Participation
! Ad-hoc Exception Handling

48. SARAH IS
CONSULTED
THROUGH THE
PROCESS.

49. LEGACY
STRIKES.
SILOS OF
SYSTEMS NOT
READY FOR
INTEGRATION.
THEN

50. !
ROBOTIC PROCESS
AUTOMATION
! Automated scripts for Routine Tasks
! Automated Data entry
! Assisted Task Execution

51. ROBOTIC PROCESS
AUTOMATION
MOVES
THE
PROCESS
ALONG.

52. SARAH FEELS
SERVED. SHE
IS A HAPPY
CUSTOMER.

53. WHAT’S
THE
SECRET
SAUCE?

54. NEED TO
COME
TOGETHER…
THE INGREDIENTS

55. ORCHESTRATES
END-TO-END
LENDING
PROCESS…
PROCESS AUTOMATION
!!!!!!

56. ENABLES
OMNICHANNEL AND
CROSSCHANNEL
INITIATION…
MOBILITY FRAMEWORK
!!!!!!

57. ENABLES CUSTOMER
CONTEXT & SEAMLESS
AUTOMATION…
CONTENT MANAGEMENT
!!!!!!

58. BUSINESS RULES
!!!!!!
ENABLES
STRAIGHT-THROUGH
AUTOMATION AND
FLEXIBILITY

59. AUTOMATES THE
MUNDANE AND FREES
UP WORKFORCE.
ROBOTIC PROCESS
AUTOMATION
!!!!!!

60. CASE MANAGEMENT
!!!!!!
HANDLES THE
UNFORESEEN AND
ENABLES EFFECTIVE
DECISIONS

61. SARAH IS
MORE THAN A
CUSTOMER.
SHE IS YOUR
ADVOCATE!

62. DELIVERING
DIGITAL
CUSTOMER
EXPERIENCE