Head of Customer Experience & Innovation
BRED Banque Populaire
Digital transformation and innovation are a must in today's financial industry and at the heart of digital transformation lies customer journey mapping. To achieve digital transformation, the evolving elements of digital – analytics, mobile, the cloud platform and Internet of Things – have to be aligned to create a customer journey mapping program that enhances customer experience. By placing the customers at the centre of the approach, digital has demonstrated a powerful leverage for financial institutions to provide better service, increase sales and reduce servicing costs. Overlaying the digital possibilities upon customer journey mapping also allows financial institutions to better visualize which aspects of their business they should be focusing on, the new technologies they should be embracing and the new business models they can potentially create. But how do we proceed?
This workshop will walk you through lessons learnt from real case studies to develop best-in-class strategies for successful digital transformation, and offer insights on a reusable and actionable methodology.
Redesigning Customer’s Journey with customer insights as the key focus
Actionable Digital Innovation approach driven by customer's usage and objectives
Use of an Agile Methodology to plan, implement, and continuously improvise on Customer Experience
Case studies illustrating actionable and reusable steps for customer orientation and digital innovation: For example, end-to-end sales and support of mortgage loans, electronic signature for remote and face-to-face sales, handling of the key situations with regards to credit card usage and more