The Premier Virtual Financial Services Gathering of Business Transformation & Operational Excellence Industry Leaders & Senior-Executive
Welcome and introduction to BTOES Financial Services Transformation Virtual Conference.
See you back in 15 minutes energized and ready to go. The login details are the same for all sessions
See you back in 15 minutes energized and ready to go. The login details are the same for all sessions
See you back in 15 minutes energized and ready to go. The login details are the same for all sessions
A recap of the days sessions and preview of day 2.
Today Banks are facing pressure from 3 sides – interest rates regimes put in by central banks, slow recovery in economy across the globe and a post pandemic operating model that is testing their business resilience.
Industry has responded to this triple threat by looking at automation as a key lever for not only survival but actually to thrive in this new normal. Bain in their recent survey found more than 90% of the banks and capital markets firms have accelerated their efforts towards automation. In this session, we will discuss:
See you back in 15 minutes energized and ready to go. The login details are the same for all sessions
Topic Intro: Re-Engineering as a fundamental design is leveraged to sharpen business processes to achieve dramatic improvements in critical aspects that impacts not only the profitability/bottom-line of the organizations but to greatly enhance the end-client experiences as well. At this age of the digital transformation, robotic process automation and business process re-engineering are highly required for companies to nurture the progressive working environment and to stay ahead of the competition.
Key Take-Away:
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The Covid-19 pandemic impact has been one of the most interesting social, economic, and consumption experiments in real time with billions of people overnight changing pretty much everything about their habits. It has already impacted customer behaviors significantly through at least the near-term future.
In normal times, customer experience in banking is about making customers happy—with the result that they are more loyal, use products more, and cost less to serve. In the context of COVID-19, superior customer experience means clarity and transparency, support for digital tools with which many customers are still unfamiliar, and new products and services for customers in distress. This session will enable delegates to purposefully attract, meaningfully retain and thoughtfully serve customers by advancing market segmentation through following 3 impactful capabilities:
1) Identify a strategic decision that would benefit from information about different customer segments.
2) Determine which customers drive profits.
3) Analyze actual and potential purchasing behavior periodically.
See you back in 15 minutes energized and ready to go. The login details are the same for all sessions
In short 2020 was not all bad, it catapulted industries into the largest transformation of their business in a matter of days/weeks that would have taken some companies years if at all. This will go down in history as the evolution of digitalisation, not that it wasn’t around before 2020 but was not being utilised due to COVID19 we saw technology accelerate at rapid pace. Businesses will discover better ways to use technology and continually push to evolve further.
Working from home is now the new norm and people don’t want to go back to 9-5 and long commutes. We must adapt to the HYBRID WORKPLACE.
People First, invest in upskilling and re-skilling your workforce, encourage a growth mindset. Failure is only a learning experience without failure we cannot grow.
Embrace CHANGE its not to be feared it is a good thing without change we stay stagnant, stale, boring… ‘CHANGE IS HARD AT FIRST, MESSY IN THE MIDDLE AND GORGEOUS AT THE END’
It’s time to put Data at the centre of your business and use this to drive Business Strategy and Performance. Data analytics provides various advantages such as identifying new opportunities, understanding customer behaviour, becoming more agile and outperform the competition.
See you tomorrow
See you back in 15 minutes energized and ready to go. The login details are the same for all sessions
Today’s customer has become more informed and enriched and they no longer compare one banking institute or organisation with another or for that matter a product they offer with another. In fact, they compare experiences. Experiences that are easy, instant, and seamless.
This change has made a paradigm shift to current day business operations, how business will get done, how to stay relevant and play an active part in the customer’s life. Traditional approaches with siloed channels with numerous repetitive workflows are doing little benefit to organisations, staff, and customers they serve.
Let’s navigate this journey putting the experience layer over the technology layer. This approach will allow organisations to orchestrate customer interactions across multiple touchpoints, generating massive savings in cost and time and delivering a CX that makes sense.
See you back in 15 minutes energized and ready to go. The login details are the same for all sessions
In the financial sector terminating a relationship with the client is important for 3 reasons - financial crime, risk appetite and economic. Banks and other financial organisations need to be cautious when onboarding new clients and while maintaining relationships with them.
It is, though, equally important for those organisations to say goodbye to their dear clients where the regulators or the stakeholders expect them to do so. They need to act promptly - but they also need to be thorough to ensure the offboarded client has no access to the bank's products and services. This is especially important in the case of financial crime driven offboarding.
The presentation will use a real-life example of the major bank's offboarding approach to provide the answers.
See you back in 15 minutes energized and ready to go. The login details are the same for all sessions
Learn why culture matters in maximizing return on investment, how people issues are now being considered pre-LOI, the difficulties in large corporations acquiring tiny start-ups, and how COVID has made the acquired employee experience even more complex
