If you are a banker, technical, representative or most notably a customer in BFSI Segment, I would take it for granted you must have listened to the brand-new neologism "Digital Banking". In my circle, I did chat with numerous people and interestingly, no two persons appear to view this in same manner - well, this is type of exaggeration, however you get the picture! This made me take a time out and assume what this might suggest to someone like me that is an insider in the industry, to address if a coworker, close friend, or somebody at my box asks me regarding this. As a real CrossFit professional athlete I comply with at least the initial guideline - tell everybody you stumble upon about CrossFit.
The reason I raise CrossFit is not just because of my attraction or, also fixation. CrossFit is a bit of facility as well as daunting to those uninitiated, but to place it simply it is toughness and also conditioning program, which maximizes physical fitness. CrossFit defines fitness itself in terms of 10 components - Cardiovascular Stamina, Stamina, Versatility, Stamina, Power, Rate, Dexterity, Sychronisation, Accuracy, Equilibrium. However, usually if you ask any of your friends what is physical fitness, you could obtain numerous responses. E.g. a jogger will certainly state ability to run half-marathon, or a weight lifter may claim deadlift of at the very least 1.5 x body weight, or a guy into yoga exercise may claim doing 108 Suryanamaskaras. Well, each of them may be right in their own way. Your definition of health and fitness may be doing every one of those, or you could just state I am in shape enough if I am able to do my 9-to-5 task without taking any type of sick leave in an appraisal cycle.
On the exact same lines, banks can translate Digital Financial in their very own terms as well as in a similar way, individuals like you and also me will certainly have created some viewpoint based upon our very own direct exposure.
For many years, banks of all sizes and shapes enhanced a whole lot by adjusting to IT/ ITES (IT Allowed Provider) as well as they have actually achieved different degrees of success. Nonetheless, as a result of absence of focused and also longterm method, production of disjoined systems, quickly changing company and also running scenarios, etc, the designated goals may not have actually been fully understood. A few of those " stopped working" initiatives might have been driven by the institution's urge to be an very early adaptor of a innovation or trend (betting on a wrong equine). As a matter of fact, we could shed a massive opportunity, if we don't acknowledge and bank on a winning horse. So, the technique is betting on the right steed, at a correct time - i.e., when the chances are low. Usually, industries use what is called a Buzz Cycle to assess a brand-new technology or fad. If you are interested to understand what is a "hype cycle", please see Gartner's method. I will certainly try to string with each other some of the key elements of Digital Financial, as unlike the majority of the buzzwords, it is neither a single solution nor a technology.
Just around the moment (2008-10) I spent about a year plus in Brussels, 3 big banks (Fortis, Dexia as well as KBC) which always encountered as incredibly danger averse lenders from the BeNeLux area, began dealing with significant stress and their value eroded dramatically as well as set off warmed arguments in the area - that assumed their money is always risk-free with the banks (either as a depositor or share holder). What really happened there, is very complicated. Secret aspects being, massive sovereign financial debt hovering between 84 to 99% of GDP, absence of Government for 533 days, sales marketing etc. These triggered liquidity concerns. If you contribute to this other turmoils in the financial industry globally, it is easy to recognize that the " depend on" within the system was under threat. Exactly how would certainly we build depend on? By being clear. Consumers need (not desire!) openness in the entire system. Younger the consumer base, that require felt is much more acute. This, when you look from the altering customer experience and assumptions from retail industry ( Amazon.com, Flipkart), transportation (Uber, Ola), food sector (Zomato, FoodPanda, ZaptheQ), you recognize where the financial market is. Consumers have reset the expectations in regards to value, experience, and alternatives. The Secret takeaway for the lender - User Experience - abundant, uniform, mobile (anywhere), protected, improved value.
Many individuals I have actually communicated with lately on this topic, believed Internet Banking or Mobile Banking as Digital. Yes, this is just the start of what could be Digital Financial. Possibly, they cover earlier set of customer expectations. Moving on, could we see a day quickly, where there is no paper in any one of the financial purchases? When I claim paper, I am not simply describing money! Couple of points which are already in practice in couple of banks and acquiring energy throughout are - digitizing procedures within the bank (like consumer on-boarding, loan application), cheque truncation systems which allows you to take a picture of the cheque on your mobile as well as send to your financial institution, and so on - there by bringing efficiency in decisionmaking, capability to customize procedures to specific client needs, save some unneeded journeys to the branch, etc. This could mean in other words, carrying out document/ image management systems, company process monitoring as well as tracking systems, incorporating these components within the existing IT solutions. The Trick - digitizing internal processes.
Social Media in the last few years have brought most significant effect across borders - be it, Tahrir Square change, Ice Bucket Difficulty, which mobile to purchase, just how we order and also spend for lunch or recognizing a great dining location and going Dutch while sharing the expense. Social network is currently bring disruptions in regards to which financial institution to count on, what they can expect from a bank in terms of services, offer a voice to their dissatisfaction. Which in turn suggests, financial institutions have to be on the very same Social Media paying attention to their customers, marketing their solutions as well as likewise inevitably, attracting brand-new customers, preserving the consumers as well as even more notably, ending up being "The Goto Financial institution" if the customer has several accounts. As an instance, what can not have been anticipated couple of years back, in Kenya, one of our prominent customer's Twitter take care of (@ChaseBankKenya) makes use of Twitter to attach, launch and share CSR activities, as well as address customers' inquiries as well as worries very effectively. That is, The Reach element.
Another silent thing happening behind the walls in a bank is called Data Analytics or Big Data. These churn out unprecedented insights into customer behavior and preferences, driving extremely focused strategies. These also help customers to understand their spend analysis, plan their budgets, financial goal management etc
. Apart from these key components, there are several others which could make the bank more "digital" - chat and video discussion facilities to bring bank closer to the customer when he/she needs it, or educating customers through online tutorials like financial literacy, tax planning, etc, integrating various solutions and systems in the bank to reduce data replication and redundancy and helping the bank make more Straight Through Processing systems there by reducing errors, cost of operations, and increasing efficiency in the entire system. Banks could significantly increase seamless data exchange with others partners like regulatory bodies, clients, government bodies thus making entire process much more transparent and efficient.
Finally, the big question is what should be achieved from the big task list to call a bank "Digital Bank"? Just like in fitness, there is no single solution or the right solution. Each bank has to define its own strategy, execution plan to reach the goal of customer delight, operation efficiency, and overall share holders' enhanced value.
With our sharp focus on Core Banking Solutions, and wide range of experiences in consulting, implementation, testing, integrating several solutions at various banks across the globe, we at Bfsi consulting will be glad to engage with you or your team to help realize some of these goals.