INTRODUCTION

NEWUSEREXPERIENCES

AUGMENTEDWORKFORCE

PLATFORMECONOMY

DESIGNOPS

DIGITALETHICS

CONCLUSION

Avanade’sTechVision

WhybankingmustembracetheAI-firstworld,today

2017

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?2017AvanadeInc.Allrightsreserved.

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NEWUSER AUGMENTED PLATFORM DESIGN DIGITAL CONCLUSIONEXPERIENCES WORKFORCE ECONOMY OPS ETHICS

Avanade’sTechVision2017:WhybankingmustembracetheAI-firstworld,today

Theoldassumptionthatheritagebankscansitbackandretaincustomers

withoutinnovatinghasevaporated

.Fintechshavemadetheirpresenceknown,andfinancialservicesorganizationsofthefuturewilllookverydifferentfromthoseweseetoday.Thebiggestchange:Artificialintelligencewillredefineboththecustomerandemployeeexperienceinthefinancialservicesbusiness.

Whichiswhy,tocomplementour

TechnologyVision2017

,webringyouthislookathowthebankingindustrycanprepareforachangingfuture,dominatedbyanAI-firstmandate.Wefocusonfivekeythemes:

NewUserExperiences:Createsimple,morehuman-likeinteractions

AugmentedWorkforce:Empoweryouroperationstodomore

PlatformEconomy:Tapintoopen,fluidsolutions

Artificialintelligencewillredefineboththecustomerandemployeeexperienceinthefinancialservicesbusiness.

DesignOps:Focusonthecustomerandvalue

DigitalEthics:Keepconsumertrustfrontandcenter

INTRODUCTION

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?2017AvanadeInc.Allrightsreserved.

/techvision

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/techvision

?2017AvanadeInc.Allrightsreserved.

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NEWUSEREXPERIENCES

AUGMENTED PLATFORM DESIGN DIGITAL CONCLUSIONWORKFORCE ECONOMY OPS ETHICS

INTRODUCTION

NewUserExperiences:Createsimple,morehuman-likeinteractionsConsumerloyaltytobanksisonthedecline,ascustomerslookfornewconveniencesandamoremodern,enjoyableexperience.So,asthetechnologiesofAIandfrictionlessinterfaces(suchasvoiceandchatbotsthatprovidefasterresponsestoqueries)breakintopopularuse,banksneedtopayattention.Soon,weexpectthebankingchannel

ofpreferencetomovefrommobile-firsttoAI-first,withconversation-basedinteractionsbecomingthenorm.

Manybanksarealreadytakingnote.IntheUK,

Santander’sSmartBank

appoffersa

voice-powereddigitalinterface;and

Atom

isanewkindofmobile-only,app-basedbank,whichreliesonmachinelearningtocustomizeservices.Expectthistrendtocontinue,withmorebanksadoptingchatbots,virtualassistantsandAI-poweredfinancialadvisers.

Smartmachinesandsmartthingsalsoprovidebankswiththeopportunitytobecomehubsofengagementbetweencustomersandvariouspartnersofferingarange

offinancialservices.Thiscanhelpmeetcustomerdemandsfordifferentcapabilitieswhilealsoenablingbankstogathervaluablecustomerintelligencethroughadvancedanalyticstoimproveexperiences.

Wanttogetstarted?Getoutintothewildandbeginco-creatingnewuserexperienceswiththehelpofrealcustomersandbusinessunits.VoiceandtextUIsarekey.

>>Relatedreading:

How10BigBanksAreUsingChatbotstoBoostTheirBusiness

AUGMENTEDWORKFORCE

PLATFORM DESIGN DIGITAL CONCLUSION

ECONOMY OPS ETHICS

INTRODUCTION NEWUSEREXPERIENCES

AugmentedWorkforce:Empoweryouroperationstodomore

Aswithcustomerexperiences,whatishappeninginthebackofficewillhaveasignificantimpactonbankingasfinancialservicesorganizationsturntoAItoaugmenttheirworkforce.Todaywearealreadyseeingamajorshifttoautomationandcrowd-sourcedtalentwithagrowingnumberofmillennialsandcontractors.Bothtrendsaremakingbanksmoreproductivewhilealsobeingcompliantandauditable.

Inparticular,RoboticProcessAutomation(RPA)isheretostayandbankshavebeenoneofthebiggestbeneficiaries.We’veseen

financialinstitutionsusingautomation

totacklehigh-volume,low-complexitytasks.Thereisanimmediateimpactonthecost-to-incomeratioandsignificantefficiencyimprovementsforin-country,middle-officeand

back-officeprocesses.

Tostart,assessthecurrentlevelofautomationofyourprocessesandselectafewonwhichtofocus.Thencreateapilottounderstandtheactualbenefitsofautomation.Youmayalsowanttoinvestinacenterofexcellencetoonboardfutureprocesses.

Keepinmindthatthetruevalueofroboticsandautomationincludespredictability

ofaction,auditability,compliancewithregulationsand,especially,allowinghumanbeingstodomoreimportantthings.

PLATFORMECONOMY

DESIGN DIGITAL CONCLUSION

OPS ETHICS

INTRODUCTION NEWUSER AUGMENTED

EXPERIENCES WORKFORCE

PlatformEconomy:Tapintoopen,fluidsolutions

Banksarerapidlyadoptingopenecosystems,notjustbecausetheywantto,butbecausethat’swherecustomersareheading.Acquisitionsoffintechswithlucrativebusinessmodels,aswellasexperimentationwithAPIs,off-the-shelfsoftwareandevenblockchain

areubiquitous.

Withthistypeofopenbankingmodel,thebankservesasaplatform,ontopofwhichthird-partycompaniescanbuildtheirownapplicationsusingthebank’sdata.Consider,forexample,

Citi’sdeveloperhub

,whichisanAPIplatformthatallowspartnerstointeractwithCitioncertaintransactions.Thiskindofopenapproachishavingasignificant

impactonbankbusinessmodels,enterprisearchitecture,datacurrency,distributionapproachandpartnershipswithotherindustries.

BankswillbeabletoleveragethePlatformEconomytocreatenewproductsandserviceswithecosystempartners,exploringnotonlyopenAPIsbutalsoIoTandsmartmachinesthatcouldbedeployedinopenspaceslikemalls,airportsandtrainstationstocapturethemomentsoftruth.Quickwinscanbegainedbybettingonadvancedanalytics

anddigitalexperienceplatforms,whicharerapidlybecomingcommoditized.

>>Relatedreading:

26JapanesebanksregisterforExchange-runblockchain

proof-of-concept

DESIGNOPS

DIGITAL CONCLUSIONETHICS

INTRODUCTION NEWUSER AUGMENTED PLATFORM

EXPERIENCES WORKFORCE ECONOMY

DesignOps:Focusonthecustomerandvalue

Twocoreshiftstomodernengineeringmethodsanddesignthinkinghaverewiredourapproachtodevelopmentandthespeedatwhichbusinessesgotomarket.

ButkeepingDevOpsanddesignconceptsseparateisnolongeracceptablegivenboththescaleandpaceofchangeintheAI-firstera.It’stimeforbusinessestostarttocombinedesignthinkingprincipleswiththeirmodernengineeringteamsandprojects.WecallitDesignOps–andadoptingitmightbeoneofthemostsignificantchallengesbanksfacetoday.

Withtheriseoffintech,newuserexperiencesandopenbankingmodels,thepressureishightochangethemodusoperandiofhowbankswork.Butheritagebankswillstrugglewiththisimperative,astheyareheldbackbytwodustyoldGoliaths:cultureandtechnology.Forexample,oneaspectofdesignthinkingisawillingnesstofailandfailoften.Inhighlyregulatedfinancialsectors,that’sascaryidea,andacostlyonetoo.

Butit’sanapproachthatcanbringrealbenefits.Forexample,atAvanadeweareworkingwithseveralbankingclientstoapplydesignthinkinganddistributedagile-baseddeliverytotakethebanksdigitalwithalow-costbaselineandfasttimetomarket.Thebanks

haveimprovedproductivityby40%andreducedcostofdeliverybyasmuchas50%.

Goingforward,bankswillneedtostraddletheregulatorydemandsandhigherbarofresponsibilitywiththefactthattheyneedtoevolveorperish.Youcandothisbyupskillingyourteamstoadoptdesignthinkingstrategies,aswellaspushingforwardwithagilemethodsandDevOps.It’stimeyoubringthecustomer’svoiceintoyourplanningroom.

DIGITALETHICS

CONCLUSION

INTRODUCTION NEWUSER AUGMENTED PLATFORM DESIGNEXPERIENCES WORKFORCE ECONOMY OPS

DigitalEthics:Keepconsumertrustfrontandcenter

Banking’sethicshaveasignificantimpactontheentireworld.Fewhaveforgottentheeffectsoftheglobalfinancialcrisisin2008,forinstance.So,asbanking’sroleinthelivesofconsumersbecomesmorepersonal,moredata-drivenandmoreintegratedthaneverbefore,wemustaskthequestion:Arewedoingthisright?

Inallthethemesabove,eachadvancementcomeswithamyriadofrelatedeffects,mostofwhichwillbeimpossibletoforesee.InanAI-firstworld,whereconsumersputthetrustoftheirhard-earneddollarsinthehandsofautomation,onebadalgorithmcouldhavesignificantconsequences.

Thekeyistobeprepared.Themoreinclinedyouaretoprotectdigitalethics,themorelikelyyourproductsandservicesaretosucceed.Yourbrandandyourcustomerswillbenefitasaresult.Banksmustimmediatelybegintodevelop

a

digitalethicsframework

,seekingtoidentifythepotentialimpactofyourdigitalplans,andputtinginplacebufferstosloworpreventerrorsanddamage.Considerintegratingachangeprogramandnamingsomedigitalethicschampions.

Theimportanceofdigitalethicswashighlightedina

surveybyTheEconomist

IntelligenceUnit

,whichaddressedtheconcernsfinancialservicesinstitutionshavearoundtheethicalimplicationsofenhanceddataanalytics,includingthecompromisingofcustomerprivacy(forexample,informationthatshouldnotbeusedinloandecisions).Thereportfoundthat80%ofthecompaniessurveyedbelievethatbydeliveringhigherethicalstandardstheyhaveachievedacompetitiveadvantage.

Thebottomline:Incorporatedigitalethicstodayintoyourstrategicobjectivesandreviseyourdigitalroadmapaccordingly.

INTRODUCTION NEWUSER AUGMENTED PLATFORM DESIGN DIGITALEXPERIENCES WORKFORCE ECONOMY OPS ETHICS

Conclusion:ActionstogetreadyfortheAI-firstworld

Bankingisanoldindustry,whichhasalwayskeptpacewithavailabletechnology.ButitwillneedtoreinventitselffortheAI-firstera.Togetready,wesuggestfivestrategicapproachestotakefulladvantageofthisnewopportunity:

LeverageAItodeliverzero-effort,invisibleexperiencestowowandpleaseyourcustomers.

AllowAIintotheworkforce,harnessingittoautomatehigh-volume,

ABOUTAVANADE

Avanadeistheleadingproviderofinnovativedigitalandcloudservices,businesssolutionsanddesign-ledexperiencesdeliveredthroughthepowerofpeopleandtheMicrosoftecosystem.

Ourprofessionalsbringbold,freshthinkingcombinedwithtechnology,businessandindustryexpertisetohelpfueltransformationandgrowthforourclientsandtheircustomers.Avanadehas30,000digitallyconnectedpeopleacross24

countries,bringingclientsthebestthinkingthroughacollaborativeculturethathonorsdiversityandreflectsthecommunitiesinwhichweoperate.MajorityownedbyAccenture,Avanadewasfoundedin2000byAccentureLLPandMicrosoftCo