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Customer Experience Transformation with Digital

June 7, 2018

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AI & Digital are changing the world

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FRONT OFFICEGood UI for mobile and web

front end

MIDDLE OFFICEDisparate data sources, manual

processes

BACK OFFICEFragmented, reliant on old systems

Customer experience doesn’t break in the front end: initiatives narrowly focused there fail to deliver impact because the root of problems is often elsewhere

Digital technologies promise to transform customer experience(CX). But CX is still broken in banking

“Amazon experience” vs “enterprise experience”

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FRONT OFFICEMobile web front end,

but AI’s impact is anecdotal

MIDDLE OFFICEDisparate data sources,

resists basic RPA

BACK OFFICEFragmented, reliant

on old systems

A fragmented, slow, manual flow of (often transactional) work means CX is not transformed

Manual decisions, actions –repeated mistakes

Hard to retrieve data hampers

Rigid, partial workflow

Fragmented data input to staffIncomplete visibility and

controlsOld, inflexible legacy systems

Patchy robotics

The challenge

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Digital alone is not the be all & end all to transforming customer experience

TakeawayConsumers want theconvenience of digitalbalanced with thepersonal service theyget in branches and onthe phone

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Our Point of View: Customer-centric transformation

Deconstruct the

customer experience

Identify Lean Digital

opportunities

Re-imagine the flow of work

Setup digitaloperating model

ASSESS

TRANSFORM

RUN

Genpact Cora

A digital business platform

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Some customer journeys are beginning to transform

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Regulations & customer experience are not in opposition

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Insurance claims processing with computer vision

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Transform value proposition:wealth management

Wealth management powered by natural language understanding

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Driving pharmacovigilance with AI…AML in Banking is next

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The Instinctive Enterprise