Digital Transformation is anchored on client pain points, gaps in processes, changing customer behavior, need for new solutions to tap into emerging technologies and integration of customer lifestyles and banking.
A distinctive customer experience across multiple channels and touchpoints is at the core of a digital transformation. Banks have continued to review traditional products, processes and solutions offered to clients in alignment with the digital revolution era and changing client needs. Over time, client needs have changed, competition in the financial service is cut throat and a distinctive customer experience has become the differentiating factor in the banking industry.
Conventionally customers would have to visit the bank branches physically to deposit, withdraw funds or fill out slips for processing banker’s cheques or transfers to other banks. This was limited as banks would open 9 to 3 PM. Banks have evolved the traditional services to digital services where customers can transact from mobile banking, internet banking, do online purchases and push funds to bank accounts from their mobile wallets.
Banks are involving customers to co-create products / solutions as per customer needs, this increases uptake and market acceptance. Customers feel proud of products they were involved in and become brand ambassadors and organizations have integrated their ERP systems with Banks through business to business integrations which enabled them to process payments, aggregate collections and achieve auto reconciliation of bank statements.
"A distinctive customer experience across multiple channels and touchpoints is at the core of a digital transformation"
Pre-Digital transformation was the period before the widespread use of digital technology in business and society. This period covers the decades leading up to the late 20th century when digital technology started to become more prevalent in daily life. Overall, the banking industry in the pre digital era was characterized by a reliance on physical branches and a manual record[1]keeping system, which made banking operations slow and inefficient. The lack of digital technology made it difficult for banks to provide customers with a seamless banking experience and made it challenging to offer a range of online banking services that are now availableBanking limited to 9-3pm and many paper slips in the banking hall for Different services as well as piles of cheque books and delayed cheque deposits.
The post-digital banking transformation era is characterized by the widespread adoption of digital technology in banking operations. With the advent of digital technology, banks have been able to improve the efficiency and speed of their operations significantly. Customers can now access a range of online banking services through their smartphones or computers, including online account opening, fund transfers, bill payments, and loan applications.
Emergence of new financial products and services, such as digital wallets, peer-to-peer lending platforms, and robo-advisors. These innovations have disrupted traditional banking models and made it easier for customers to access financial services.
The use of data analytics and artificial intelligence, Banks can now analyze vast amounts of customer data to personalize their products and services and offer targeted recommendations. AI-powered chatbots and virtual assistants are also used to enhance customer service and support.
Overall, the post-digital transformation era has brought significant changes to the banking industry, with digital technology playing a crucial role in improving efficiency, enhancing customer experience, and driving innovation. As technology continues to evolve, we can expect to see further advancements and changes in the way banking is conducted in the future.
Some of the challenges faced by Banks as they execute Digital Transformation Strategies have meant capital intensive investment in systems i.e. core banking and Digital channels platforms, rigorous Organization Change Management programs that sometimes lead to loss of staff.
At the same time, Benefits of Digital Transformation to clients has led to Customized solutions through co-creation of products which have been spoilt for choice by alternatives presented by a variety of solutions with similar functionalities.
Distinctive digital customer experience offered by omnichannel, it’s always a ‘good feel moment’, when a client login to a ‘nice’ mobile app or internet banking that allows you to transact within seconds in the Integration of customer lifestyles and banking, access services as at and when it’s convenient for the clients.
