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  • 267 - SudhanshuVerma - A - Mahindra Comviva PPT - Final

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    Sudhanshu Verma
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    The document discusses the transformation of banks from a branch model to an online model. It outlines four pillars of a physical branch: accessibility, spaces, interaction, and governance. It then discusses how banks can move to an online banking model through digitization and digitalization. The emerging needs of customers are connectivity, tailor-made service, predictive service, and security. The power of digitalization includes enhanced security, personalized planning, risk management, better customer support, and detecting fraudulent activities. The three Ds of branch transformation are distributing resources efficiently, delivering products and services efficiently, and leveraging digital technologies. Virtual branch services, client relationship managers, omni-channel services, and smart cams are discussed. Future opportunities mentioned include robotic

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    The document discusses the transformation of banks from a branch model to an online model. It outlines four pillars of a physical branch: accessibility, spaces, interaction, and governance. It then discusses how banks can move to an online banking model through digitization and digitalization. The emerging needs of customers are connectivity, tailor-made service, predictive service, and security. The power of digitalization includes enhanced security, personalized planning, risk management, better customer support, and detecting fraudulent activities. The three Ds of branch transformation are distributing resources efficiently, delivering products and services efficiently, and leveraging digital technologies. Virtual branch services, client relationship managers, omni-channel services, and smart cams are discussed. Future opportunities mentioned include robotic

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
    86 views9 pages

    267 - SudhanshuVerma - A - Mahindra Comviva PPT - Final

    Uploaded by

    Sudhanshu Verma
    The document discusses the transformation of banks from a branch model to an online model. It outlines four pillars of a physical branch: accessibility, spaces, interaction, and governance. It then discusses how banks can move to an online banking model through digitization and digitalization. The emerging needs of customers are connectivity, tailor-made service, predictive service, and security. The power of digitalization includes enhanced security, personalized planning, risk management, better customer support, and detecting fraudulent activities. The three Ds of branch transformation are distributing resources efficiently, delivering products and services efficiently, and leveraging digital technologies. Virtual branch services, client relationship managers, omni-channel services, and smart cams are discussed. Future opportunities mentioned include robotic

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
    of 9

    Transformation of banks from branch model to online model

    Made By-
    Sudhanshu Verma
    PGP/22/267
    IIM Kozhikode
    Pillars of a physical branch

    Accessibility Spaces

    Interaction Governance

    The branch is present and the Making the branch visit a


    client can reach it whenever pleasant experience, not a
    he/she wants. binding obligation.

    The client can satisfy his


    needs, digitally and/or
    physically.
    Online Banking
    Digitising means Revolutionary business
    converting into digital processes which were not
    $ $ $ $ $ $ $ format anything which available to them before,
    is currently manual or from iris recognition to AI
    paper-based to offer superior banking
    services

    Digitisation Digitalisation
    Digitisation Digitalisation

    $ $ $ $ $ $ $ $ $

    Two way approach


    Emerging needs of customers

    Connectivity Tailor made service

    01 Connectivity anytime and anywhere for greater


    convenience and effectiveness 03 Personalization is the key for effective customer
    service and repeat business.

    Predictive Service Security

    02 Banks should be able to recognize and cater to


    customer’s need to make the process seamless 04 Alongwith ease, customers also demand more
    control over access to information.
    Power of Digitalization
    Enhanced Security Personalized Planning
    AI- powered biometrics can be Customer behavior can be analyzed to
    used by customer to access their deliver meaningful suggestions for
    accounts as well as to facilitate wealth management and portfolio
    important transactions. planning.

    Risk Management
    Apart from Credit Rating, AI can
    BUY SELL Removing Repetitive Processes
    Online model can be used to
    be used to detect bad loans thus automate processes thus enabling
    helping in bringing down stressed offline workers to use their time
    assets. meaningfully.

    Better Customer Support Detect Fraudulent activities


    Use of AI enabled Chatbots can enhance With the power of machine
    customer experience and Users can also learning and AI, banks can
    be redirected to relevant sources of analyze huge volumes of data,
    information easily. detect patterns and avoid
    fraudulent transactions.
    3Ds of branch transformation

    1. Distributing resources efficiently


    Branch placement, staffing level, and gauging market potential is a
    resource distribution problem that can be optimized mathematically Distributing
    using geographical analytics tools resources
    efficiently
    2. Delivering products and services efficiently
    Creating innovative service delivery models that are "in-betweens" –
    neither purely staff-assisted nor 100% self-service – must be the
    focus of every branch transformation project.
    Delivering
    products and Digital
    3. Digital Technologies services Technologies
    Staying up-to-date on the latest tech advancements, while making efficiently
    sure to not jump too quickly on every new fad. Service delivery needs
    to be at the heart of that decision. Will it make my customers and
    employees happier? Will it reduce costs? Will it increase efficiency?
    Virtual Branch services
    Advanced video ATM 2.0
    conference devices Knowledge Area ATMs that provide
    “Near face-to-face” Presentations of new extensive service and
    personalized advice to clients. tech, devices and can be operated via
    Allows on site advice without financial products as per biometrics and audio
    experts in every branch. their usage. commands.

    Client Relationship Omni-channel Smart Cams


    Manager Allow clients to execute To measure customer
    To provide personalized 100% transactions through traffic and identify
    face-to-face advice to a branch in self service on clients and help them on
    client. various channels like their online journey.
    mobiles, desktop etc.
    Future
    opportunities
    AI &
    cognitive
    Robotic opportunities
    process
    automation

    Key
    innovations
    for 2020

    Blockchain Cyber
    & Security
    Distributed
    ledger
    technology
    Thank You

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