The Digital Transformation Journey: How Far Along is Your Financial Institution?

Webinar sponsored by

Featured PresentersOur knowledgeable speakers today are:

Paul HagenSenior Principal

West Monroe Partners

Peggy Bresnick Kendler Contributing Editor InformationWeek

Michael HeffnerGlobal Capital Markets &

Banking Industry Lead Appian

Banking Industry 2016: Banking Industry 2016: Challenging EnvironmentChallenging Environment

• Customer behavior and preferences are changing, expectations continue to grow.

• Customers contact banks via proliferating channels• More non-traditional competitors• Expanding use of digital payments• Data is growing exponentially• Regulatory changes• Digital disruption

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Digital Disruption: Digital Disruption: Challenge Challenge andand Opportunity Opportunity • Can be a blessing or a curse• Ignoring digital transformation is no longer an

option• Some banks are well on their way with their digital

initiatives – but time is running out for others to catch up.

• The dangers of holding off are just too great.

Digital Transformation Can Digital Transformation Can Help Financial Organizations: Help Financial Organizations:

• Boost customer understanding, transform experience• Optimize processes, increase efficiencies• Grow the top line• Make meaningful customer service improvements• Innovate faster• Improve productivity• Respond to and comply with changing regs

BUSINESSCONSULTANTS

DEEPTECHNOLOGISTS

The Digital Transformation Journey: How Far Along is Your Financial Institution?

Paul HagenSenior Principal, Customer Experiencephagen@westmonroepartners.com

The best companies are re-inventing how they operate

Today’s product-centered organizational design

Future customer-centered organizational design

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© 2016 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.

Re-think strategy through a customer lens Impress customers rather than shareholders

Reframe strategy

Retail store strategy “Best 30 minutes of a child’s day” not growth or expansion A portal not an island

Allowed company to reduce product count and retail space Focused on what matters – storytelling, shows and kids having fun Outcomes focus rather than products/features

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© 2016 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.

Re-align operational processes to customer journeysLife events re-shape organizational design

Re-orient operations

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© 2016 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.

Engage the extended ecosystemTo create breakthrough experiences

Engage 3rd parties that are involved in delivering experience Action plans around moments of truth with dealers Drive advocacy and consistency of brand experience

Engage the ecosystem

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© 2016 West Monroe Partners | Reproduction and distribution without West Monroe Partners prior consent is prohibited.

Early stage: Ignite a revolution (Debra Meyerson “Radical change, the quiet way”) Variable-term opportunism Disruptive example setting Strategic alliance building Verbal jujitsu

Later stage: Scale the transformation Build capability foundations Seize on disruptive moments (e.g. mergers, leadership

change, existential crisis) Change holistically

Advice

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Appian unified, easy, powerful

solving Critical Financial Services Challenges

1. Win Fight For CustomerCustomer Experience, Omni-Channel, FinTech Integration

2. Ensure Timely ComplianceQuick to Adapt, Increased Visibility and Control, Connecting Dots

3. Drive Down Costs; Improve EffectivenessDigitization, Integrate Front-to-Back, Cloud, MobileAvoid Rip & Replace, Solving Actionable Data Challenge

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challenge: disjointed customer journeyGRC OPERATIONS

SALES AND MARKETING

CUSTOMER SERVICE

solution: streamline the customer journey

OPERATIONS SUPPORT

SELF-SERVICE

ON-BOARDING

MEMBERSHIP SERVICES

INCENTIVEPROGRAMS

NEWPRODUCTS

financial services lifecycles

Customer Lifecycles – experience, integration, and across all channels•Consumer | Commercial | Capital MarketsOperating Lifecycles•Lending Lifecycle – loan origination, loan management, loan syndication•Product Launch – concept, launch, post-launch monitoring•Trade Lifecycle Pre-Trade to Post-Trade Lifecycle•Cash Management Lifecycle•FX Lifecycle•Corporate Actions Lifecycle•… Compliance and Control Lifecycles•Stress Testing Lifecycle•Enterprise Risk Management Lifecycle•Audit Lifecycle•Activity Lifecycle (e.g., AML, EDD, KYC, SSAE-16, Re-Paper, Collateral, etc. etc.)

+ Related Actions

• Launch product• Initiate mandate on-boarding• Corporate Action response … and many more

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Trade Record

Cash Record

Counterparty Record

single integrated platform

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providing digital overlay solution

Banking Trust & Advisory

Cards / Payments Asset Management Alternatives Market Utilities

Consumer, Commercial

Wealth Management, Private Banks

Proprietary, Affinity,

Private Label, POS

Institutional, Consumer, Sovereigns

Hedge Funds, Private Equity

Exchanges, Clearers, Data

Providers, Quasi Gov’t., Government

PEOPLE PROCESS DATA

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DECISIONING

SERVICE REQUESTS

INVESTIGATION

COLLABORATIVE

STRUCTURED

INCIDENT MANAGEMENT

all-in-one platform

BPM Case Management

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unified

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PEOPLE PROCESS

DATA

easy to…design

• Rapidly design your application.• Orchestrate people, process and data.• Improve business/IT collaboration.

• Instantly execute your designs.• Integrate enterprise data.• Deploy to web and mobile.

easy to…execute

• Follow key business events.• Collaborate and share content.• Dynamically re-route work.

easy to…manage

• Capture detailed performance metrics.• Create rich reporting dashboards.• Optimize business operations.

easy to…optimize

enterprise mobility

dynamic case management

business process management

one platform for digital transformation success

on-premise and in the cloud

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platform as a service

KNOWLEDGE WORKER

TASK WORKER

EXTERNAL WORKER / CUSTOMER

scalable

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• Millions of transactions. • Reliable architecture. • Proven scalability.

secure

• Highest security certifications.• Globally hosted.

Appian continues to be the leader in the iBPMS Magic Quadrant - “… the leading platform, compressing the observation-to-action-to-outcome cycle, and enabling business transformation leaders, business process directors and solution architects…”

= Transformational Speed

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23 applications in 15 months

40%+ reduction in service costs

9X acceleration of service processes

single integrated platform

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digital overlay solution

Thank you for attending

Paul HagenSenior Principal

West Monroe Partners

Peggy Bresnick Kendler Contributing Editor InformationWeek

Michael HeffnerGlobal Capital Markets &

Banking Industry Lead Appian