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Improve efficiency and optimize bank customer experience From Digital collaboration

The following is the Improve efficiency and optimize bank customer experience From Digital collaboration recommended by And this article belongs to the classification: research report, financial technology, Mckinsey .

It is widely recognized that digital technology is a powerful means to increase profits, improve regulatory compliance and enhance customer experience, and COVID-19 has multiplied the importance of digital technology. For millions of customers, remote access and mobile access to bank products and services is not only a convenience, but also a necessity. Looking forward to the future, as banks continue to seek innovative ways to serve customers in the epidemic crisis, we expect that digitalization will play a more important role.

Our analysis (based on the research before the epidemic) shows that banks with successful application of digital technology can achieve up to 40% profit increase through revenue increase and cost reduction.

“Digital force” requires a variety of capabilities, including advanced analysis, intelligent process automation and digitization. Although the digital level of customer-oriented products and contacts has been relatively high (for example, online customer interaction and mobile payment), the digital level of internal business processes of banks still needs to be improved. If the bank can integrate digital collaboration into business process workflow, it will greatly improve the work efficiency of employees and create great value for the whole bank and even the whole industry.

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