Leading with Member-Centric Transformation Qorus-Infosys Finacle Banking Innovation Awards 2025
CanadaCategory
Business Model InnovationKeyword
Customer acquisition & loyalty, Customer experience, Operational excellence & efficiency, Customer service, Transformation, Digital channels & Omnichannels, HR & New ways of working, Strategy & Business model, Retail banking
Innovation presentation
Over the past four years, Desjardins has embarked on a comprehensive transformation, investing over CAD 250 million annually. More than 2,000 employees are dedicated daily to executing major projects that enhance the customer experience across priority journeys. This transformation is driven by system modernization and significant internal procedural changes to streamline processes. Over 100 technological innovations have been deployed annually at an accelerated pace.
To simplify interactions, Desjardins has positioned mobile as the primary hub for member and client engagement. Efforts have been focused on enabling users to: - Perform common operations and transactions directly via mobile. - Quickly contact advisors through mobile when needed.
The results are clear: 85% of all interactions and 96% of banking transactions now occur online, predominantly via mobile. These advancements have significantly simplified and increased the accessibility of our financial services. Desjardins is recognized as a leader in Canada for online sales percentage and overall online experience, according to the Finalta benchmarking study and NPS Prism.
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