Strategic advice straight from your peers in the financial industry.
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“BBVA became the first agile-based bank in the world. We even changed the BBVA purpose… we’re moving to an agile-based environment in the whole organization. What are the deliverables after that huge transformation? First of all we need to amaze our customers. Everyday.”
J.A. Fernandez Freire, Head of Channel Transformation, BBVA, Spain
“Customers experience companies through E2E experiences, not through the touchpoints. When we design new features we will think from outside in: we will start with the customer journey and what it is that we want the customer to feel. From there we will see what touchpoints are supporting this customer experience, then what underlying processes are going to build the entire E2E process. And then that will hook into the core systems through the APIs and integrate with third-parties.”
Allan Severinsen, Vice President, Development Manager, Bankdata, Denmark
“We have developed an omnichannel communication feed… which is present in all the channels that we have… It’s really important and is the glue for all the experiences and journeys we want customers to have in the multiple channels.”
Francisco Manuel Barbeira, Executive Board Member, Leading Digital Transformation, IT & Operations, BPI, Portugal
“Customer Science is about the future of customer servicing… to connect customer behavior with system data in real time with the objective of driving actionable insights and proactively intervening into the customer’s journey through predictive servicing.”
Albert Kho, Managing Director, Head of Singapore Consumer Banking Operations and Regional Self-Service Banking, DBS Bank, Singapore