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Delivering great experiences for our customers is now more important than ever, it creates deep emotional connections to your products and brands, driving loyalty and business growth. We’re not short of ideas, particularly based on improving the services already offered. The real challenge is moving to new ways of working and technology platforms that allows us to better understand the needs of our customers over time and to quickly evolve our services to best address them. We need to increase the visibility and control of customer data. We need to leverage machine learning-driven to determine how best to engage at an individual level. We need safe and fast system integration across the entire customer engagement ecosystem. We need to be agile and responsive in how we deliver change, marketing and operations. Deloitte will share their views on the art of the possible of this new means of manufacture and how Deloitte and Salesforce can help you make the leap to it.
More than ever the experience we provide is
playing a leading role in why customers are
choosing and staying with their Banks
What is important to SME customers?
We recently did a study on what was most important to Small Business Customer when it
came to them when it comes to accessing lend
Certainty of outcome
Having confidence that at the end of the process they will get access to the funds they
Time to cash
How quickly can they get through the process and he the funds into their their account.
Customer what a clear and honest view of the process and progress with in that process.
Consistent came in 4th in terms of customer priorities
If you’re a contact lens company,
comfort is branding.
So is packaging, research and development, and the
If you’re a hotel chain,
thread count is branding.
So is hold music, reservation systems, and real-
If you’re a retailer, inventory
management is branding.
So is the loyalty program, longform
video and mobile app design.
If you’re a Bank, splitting a bill is
So is account opening, helping a victim of fraud,
replacing a lost card.
How we help a victim of fraud
Lost card on a night out
Help a small business access
with a great
Brand innovation, content, and connected experiences are more important than ever.
Creativity is a behavior, not a tool, and it must be practiced by the whole organization,
not just one department. That’s why we infuse creative thinking, perspectives and
services into everything we do to challenge expectations and solve the right problems for
our clients and their customers.
Means of Manufacture
We have moved to a new means of manufacture. New tools, technologies and ways of
work have change the way we can imagine, deliver and run services for our customers.
Trends like cloud, devOps, analytics and AI when leveraged correctly have shown
significant improvements in the speed and quality of how we evolve our services and the
happiness and productivity of our people
Doing it Together
The goal is to address both of these challenges together.
It’s not about separate teams trying to fix their siloed
It’s about putting in place an architecture that supports how
your teams want to work
Addressing the data challenge so we understand more about
Giving our employees the tools they need to improve
Technology Enablers Technology
Our Digital Banking Platform
The Deloitte Digital Banking Platform is our ready-to-install platform and toolkit that leverages Deloitte’s assets, ecosystem and alliances to provide the
building blocks that accelerate delivery through to a first production release. It forms the foundations for Deloitte’s range of products and services.
1. Data Catalogue
4. Analytics & Marketing
2. API Gateway
10. Operational Alerts
8. Entitlement Framework
7. Event Driven Architecture
6. Open Platform
12. Core Banking System
13. Cards & Payments
14. Customer Engagement
16. Customer Notifications
17. Delivery methodology
18. Agile reporting templates
19. Epics and User Stories
20. Artefact templates
Documented as a production system.
• Architecture and technical designs
• Creative designs, Personas etc.
• Service Blueprints / Op Models
Enable Core Banking
Salesforce partners eco-
Engage with Customers
Digitalize Client Interaction
appointment, digital signature,
Access a 720°
Customer View (extension of
the Salesforce data model)
(MiFID II, Risk Form..)