DIGITAL BANKING essentials

Digital banking is not a one time investment; It is a multi-year journey

to transform how banks interact with customers in the digital age

TRANSFORMATION AREA

1.  Leadership  2.  Customer  Experience  3.  Informa:on  4.  Opera:onal  Model  5.  Workforce  

WORKFORCE  OPERATIONAL  MODEL  

INFORMATION  CUSTOMER  EXPERIENCE  

LEADERSHIP  

TRANSFORMATION  AREA  

develop  &  execute  digital  vision  

omni-­‐channel  experience  

informaAon  as  a  service  

operaAonal  readiness  

empower  connect  leverage  talent  

KEY DIGITAL REVOLUTION DRIVER

1.  Customer  Behavior  2.  Technology  Innova:on  3.  Landscape  of  Compe::on  

You  have  got  to  start  with  the  

CUSTOMER  EXPERIENCE  and    work  back  toward  the  technology  –    not  the  other  way  around.  

“ “

CUSTOMER  BEHAVIOR  

SINGLE  CHANNEL  BANK  CENTRIC  

MULTI  CHANNEL  BANK  CENTRIC  

OMNI  CHANNEL  CUSTOMER  CENTRIC  

CUSTOMER  EXPERIENCE  TRANSFORMATION  

CUSTOMER  BEHAVIOR  

CUSTOMER  INTELLIGENCE  

CUSTOMER  BEHAVIOR  

360°  view  of  customer  across    

products          devices          channels          other  touch-­‐points  

             collect  

             iden:fy  

             manage  

             distribute  4  

1  

2  

3  

TECHNOLOGY INNOVATION AS ENABLER

1.  Enterprise  Service  Bus  2.  Big  Data  Analy:c  3.  On-­‐demand  Compu:ng  

Enterprise    Service  Bus  

Enterprise    Service  Bus  

Backend  /  Host  /  3rd  Party    

Core          Card          Loan          Collec:on          SKN          RTGS          SWIFT  Bank  Assurance          Bill  Payment          Treasury          RemiZance          Other  

Data  Warehouse  /  Big  Data  /  Analy:c    

Master  Data          ETL          HDFS          Map  Reduce          Report          Dashboard  

Enterprise    Service  Bus  

Conven:onal  Channels   Digital  Channels  Other  Touch-­‐points  

G  O  V  E  R  N  A  N  C  E  

S  E  C  U  R  I  T  Y  

TECHNOLOGY  INNOVATION  AS  ENABLER  

On-­‐demand  Compu:ng  Pla]orm    

Infrastructure  as  a  Service          Pla]orm  as  a  Service          High  Availability  

ALL NEW LANDSCAPE OF COMPETITION

1.  Peer  Banks  2.  Telcos  3.  Technology  Companies  4.  Startups  

Local  Bank  

Conven:onal  Bank  

Sharia  Bank  

Foreign  Bank  

Telkomsel  Indosat   XL  

Smar]ren  

Google  Facebook  Apple  

Paypal  

cekaja  mobil123  

veritrans  jojonomic  aturduit  

LANDSCAPE  OF  COMPETITION  

rumah.com  

PRE  DIGITAL  

DIGITAL  

Samsung  

TAKEAWAYS

Enterprise-­‐wide  commitment  is  mandatory  to  start  the  journey    Inevitable  transforma:on  includes:  Internal  –  execuAve  board,  operaAonal  model,  and  workforce  empowerment  External  –  customer  experience  and  informaAon  management    Leverage  the  technology  to  understand  customer  beZer  than  himself    CompeAAon  is  fierce,  embrace  partnerships  and  make  the  brand  stronger