por Seun Oyediran 6 anos atrás
717
Sample Mind Map
The digital transformation of Nigerian banks is a crucial topic explored in the book co-authored by Oluwaseun Oyediran, focusing on the future growth and competition of African banks.
por Seun Oyediran 6 anos atrás
717
Mais informações
Title:
Who ate my Cake: The Digital Transformation of Nigerian Banks.
Author:
Oluwaseun Oyediran
Course:
Customer Experience Management
Program:
International MBA 2018
General Info:
This is part of a book i am co-authoring regarding positioning African banks for future growth and competition. This mind map gives a framework of how Banks can fully transform their institutions internally and externally. Internal transformation refers to how the Banks can operate, design their organisations more efficiently, and allocate resources that stimulates growth. Externally involves how they want to position their institutions from a customers' perspectives by looking at the entire customer journey and experiences and create their products and services from that vantage point.
Designing Experiences and Touch Points
We look at the entire customer journey in order to provide better experiences for the customer and less friction as people move from one platform to another (OMNI-Channel Strategy). Here we look at the four key factors of experiences - Technology, Customization, Human Touch and the Wow Factor.
Conclusion:
At the end, the customer demands a banking experience that is fully personalised, seamless and affordable. Touch points are useful but the entire customer journey is more important. Banks have to develop new products, services, experiences and market that is totally different from what they offer today in order to growth their market. They cannot continue to do business as usual. They have to innovate in order to meet the increasing demands of tomorrows customers.
The Deloitte Banking Onboarding Process
Banking in Social Networks: The WeChat Model
Mobile Banking
Robo-advisory in Wealth Management
easier to remember
interesting
Building new capabilities refers to both talent management and using technology to facilitate work. Employees cannot innovate and be creative except the institution they work for allocate resources in building new capabilities. Designing the organization to work more productively and efficiently would improve employees experience on the job and therefore improve customer experiences also.
Linking KPIs to Responsibility
All Star Talent Scheme
Attracting Tech Talent
Collaboration & Breaking Down Silos
The New Banking Models is where financial services starts to put the customer at the centre (Customer Centricity). The Entire process is to acknowledge all the activities that the customer does in their daily lives and provide banking services to support all these activities rather than just when payments, transfers or collections are involved.
Banks can begin to provide an ecosystem of services such as messaging, entertainment, games, learning, that creates a network effects.
Banks need to deepen customer relationships through personalisation and ease of use. Banks products are soon becoming similar to insurance or telecoms where differentiation is harder to accomplish.
Customers are caring less about banks brands and are now trusting fintechs and e-commerce companies in the areas of financial services.
Banks are having various parts of their services stripped off by competitors, especially in the areas of payments, investments, remittances, loans and savings.
Banks are losing access to customers as they switch to non-banking channels and sources.
