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Ba
Banking
Service
Areas
Offering
Omnichannel Distribution
Due to continuous changes in customer expectations and arising opportunities for cost control, banks usually revisit how they deliver service to their customers in every few years. Branch roles, customer ownership rules, remote servicing scope are some of the areas that need optimisation in this respect. Rather than siloed approach for each channel, we put customer journeys in the middle of our approach and design future states of channels with the objective of improving overall customer experience. Our service designers and strategy consultants together design new omnichannel service models that are customer centric, effective in sales, cost efficient and easy-to-manage.
Strategy Consulting
Experience & Service Design
Digital Value Proposition
Our design studio consisting of service and UI/UX designers has years of expertise in designing mobile, online banking experiences as well as digital tools such as wallets and targeted mobile applications. We position our designers in the centre of our engagements and support them with strategy consultants to design the business structure based on our clients' needs. Our technology team is generally end-to-end involved to ensure implementation success.
Strategy Consulting
Experience & Service Design
New Digital Technologies
Physical Footprint
With the greater adoption of digital solutions across all business lines, branches continue their evolution from full-stack sales and service points to local contact centres. Same questions asked yesterday need to be asked today as well - such as how many branches should there be, where should they be located, in which format should they be, which customers should they be serving and how many RMs from each business line should be in them. Contrary to yesterday, some of today's answers to these questions can be given with much higher accuracy through availability of more data and ability to process them with machine learning methodologies.
Strategy Consulting
Machine Learning & AI Teams
Contact Centre and Chat Channel
Role of contact centres has evolved several times over the decades - from partial service outlets over phone to full scale remote sales and servicing hubs. Phone is still the dominant contact method but others, e.g. chat, are emerging across industries. Creating efficient structures considering multiple contact methods in contact centres is very important for both cost and customer satisfaction perspectives. We create cross functional teams with necessary skills to solve the problems related to both business, customer experience and technology in order to design winning transformation programs for contact centres.
Strategy Consulting
Experience & Service Design
New Digital Technologies
Corporate Entrepreneurship and New Digital Venture Setup
Similar to most businesses, in today's democratised business environment, banks intend to create new side businesses to diversify their revenue streams. Establishing a corporate start-up is, in most cases, not very different compared to individual start-ups. Main advantage of a corporate start-ups is its access to significant initial funding and knowledge from its parent, which is mostly its greatest disadvantage. This is because corporate point of view and bureaucracy may undermine the real potential of the idea. This is where we come into play. From ideation to the start of execution, we bring our entrepreneurial culture with a blended team of strategists, service designers, ex-entrepreneurs and even developers to create the turn-key start-up aligned with corporate strategies with highest odds of success.
Strategy Consulting
Experience & Service Design
Machine Learning & AI Teams
New Digital Technologies
Artificial Intelligence / Machine Learning Use-Case Framing
Banking is among leading industries in use of analytics to make automated business decisions with mostly risk and campaign management purposes. Democratization of machine learning algorithms opened up new areas to develop powerful models to predict and automate business activities. Potential use-cases for machine learning methodologies span beyond risk and campaign management. Liquidity management, trading, fraud detection, advisory, internal audit are some of the areas that can benefit from these methodologies. We help our clients define the use-cases that will create the largest impact on their operations and plan the modelling activities with further support as needed.
Strategy Consulting
Machine Learning & AI Teams
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