Digital Transformation revolutionizing the dynamics of interactions with customers into truly client-centric approach leveraging on digital technologies Qorus Banking Innovation Awards 2016

1. Progressively shifting client experience to digital channels while maintaining high quality of service at assisted channels and ensuring consistency of service across channels 2. Creating a Workforce of One – unified Front-end application enabling close cooperation between advisors at branches, agencies, consultants in CC and back-office employees 3. Supporting processes and rewards for salespeople to advocate digital change in customer behavior 4. Focus on digital enablers – rewarding advisors for customer data enrichment (digital contact data, marketing consents) and promoting use of digital channels as an enabler for effective digital interactions, services and sales. 5. Driving advisors’ sales behaviors with attractive newly introduced performance dashboards 6. Clear visualization of objectives and performance 7. New sales approach supported by advanced analytics and real-time offerings in multichannel environment – shift from push (Outbound initialized by the Bank) to pull communication (Next Best Actions, Event-based campaigns, RTM triggers based on client context and needs) 8. Enhanced Customer Insight (new customer data sources, microsegmentation and advanced analytical models supported by Big Data processing) 9. Mobile readiness of the solution – integration with digital channels, Responsive Web Design approach enabling use of Tablets in day-to-day work 10. Superior UX design – application navigation and design driven by advisors advocates that participated in the project, advisor behaviors and roles (optimize advisors’ performance) 11. Unified front-end to all client facing activities for assisted channels 12. Superior usability and speed of application (< 1 sec. of loading time) 13. Gamification and digital training tools (incentives and competition)