Priorities

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The Management Environment

da Ethan Kwan

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da Katherine Coppotelli

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da Anna Rita Vizzari

Portable devices

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Priorities

Optimize Operations

Digitized Back Office

Security operations improvement

Compliance management systems

Smart record-keeping and accounting

Automated recognition of key customer incidents

Digitized back office operations

Digitized Front Line

Call center optimization - % of calls automated

IT-enabled branch sales and service

Virtual service representatives

Leverage of new technologies to transform organization

Automated processes and transactions

Digital Infrastructure

Central data management system

IT-enabled, standard branch or office operating system

Smart procurement

Connected branches

Engage Customers

Customer Service Automation

Personalized Support

Virtual customer service agents

Cross-channel customer care

Proactive alerts, notification, and actionable messaging

Omni-Channel Delivery

Digital channel promoting retail presence

Omni-channel continuity

Digital-Enabled Sales

Digital Onboarding Process

Digital enabled lead management and cultivation

Digital enabled fulfillment

Dynamic pricing / rates

In-person engagement

Online and Mobile Experience

Online sales funnel transparency

Customer Centric design approach

Mobile optimized experience

Digital Platform

Customer Data Management and Analytics

Automated messaging in support of customer goals

Social media / Marketing integration

360-degree customer view

Segment based Targeting and Next Best Action

Real-time customer analytics

Digital Marketing and CLM (Closed Loop Marketing)

Product Selection Tools

Customer Insights and Targeting

Digital Loyalty

Digital Engagement

Search Engine Optimization

Digital media buying

Content Strategy

Transform Products

Product Launch

Automated product adjustments

Real-time market feedback

Launch situation room and analytics

Digital Launch planning

Product Development

Digital forecasting tools

Personalized financial products

Risk modeling and offer simulation

Mapping and illustrative brainstorming

Rapid test and learn methodology

Competitive and Market Analysis

Real-time data collection

Dynamic database management

Advanced market analytics

Empower Employees

Tech-enabled Employee Engagement

Personalized communications

Influencer / network analysis

Digital ecosystem (idea generation, recruiting, etc.)

Social collaboration and sharing

Productivity and Collaboration

Intelligent project management tools

Intelligent personal assistant

Digitally-equiped meeting rooms

Unified real-time communications and collaboration

Information sharing hub

Digital knowledge access

Dynamic BI

Digital Enabled Channel Support

Digital collaboration tools for channel to engage with customer

Information and tools to support sales

Employee Mobility

Secure single sign-on (SSO)

Secure connectivity, device, and asset management

Digital Talent Management and Development

Predictive retention

Real-time performance tracking and personalized incentives

Dynamic team matching

Self-service HR

Digital Learning

Digital Recruiting