Transforming Technology to Deliver What Really Matters...
Transcript of Transforming Technology to Deliver What Really Matters...
Transforming Technology to Deliver What Really Matters to Customers
in Financial Services
Andy WeirExecutive General Manager, Enterprise Services and CIO
Bankwest
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The Changing Landscape…
SHIFTING CUSTOMER PREFERENCES, ATTITUDES, NEEDS
LIFE ENABLERSEAMLESS EXPERIENCE
MOBILITY OMNI-CHANNELDISTRIBUTION
WORLD CLASS EXPERIENCES
SOCIAL MEDIA SEGMENTS OF ONE
DIGITAL SECURITY
PAYMENTS & WALLETS
DEMANDS DIFFERENTIATION BASED AROUND ‘CUSTOMER EXPERIENCE’
PARTNERSHIPS(OPEN ECO-SYSTEMS)
ANALYTICS BASED INSIGHTSIMPLICITY & AGILITY(SPEED TO MARKET)
CUSTOMER EXPERIENCEOBSESSION
ORGANISATIONS NEED CRITICAL CAPABILITIES & AN ENABLING CULTURE TO SUCCEED
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Existing ‘Product’ Delivery Models – where’s the customer?
Too Many Layers
Takes Too Long
Wasteful
Disengaging
“A bad model will beat a good person every time”
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New product delivery models are Intensely Customer Focused
Speed to Market Wins (Netflix)
Customer Obsession
Iterate/Learn/Iterate
Engage Colleagues
= AMAZING CUSTOMER EXPERIENCES
Remove Friction (Netflix)
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So what do customers really want.. WORLD CLASS EXPERIENCE!
PEOPLEDo they have amazing people who can
support me when I really need it?
PROCESSES“Are their processes intuitive, user friendly and efficient”?
TECHNOLOGY“Do they use technology to make it
easier and faster for me to deal with them?”
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Creating a culture of simplicity & agility
Make ‘Customer’ their purpose Autonomy & Mastery
Collaborative Environment Release Creativity (Hack Days)