Truly customer-centric banking and the importance of stabilityin a digital ageNick Bailey

2005Inauguration of Pope Benedict XVI

2013Inauguration of Pope Francis

Our new world

Prog

ress

Time

TheOpportunityGap

Technology

Business

The speed of disruption

The start-up banks

The start-ups’ advantageBuilding a bank around tomorrow’s customer…without the burden of yesterday’s technology

Yesterday’s technology fights backAn overnight batch failure on 19 June 2012 at Ulster Bank resulted in…

700,000Customers impacted

10 dayDelay to customer

balances

It’s all still to play for…Start-ups don’t have a monopoly on innovation or customer centricity. There are three steps that any incumbent business can take to set themselves up for success

Inspiring the leadershipExecutive visits in Silicon Valley and London that showcase the art of the possible

1

Design thinking and rapid prototyping pilot customer projects Deploying design thinking and rapid prototyping to redesign a legacy bank’s customer on-boarding process – in days, not months

2

Design thinking and rapid prototyping pilot customer projects

2

Day 3

Initial Customer Testing

Day 1 Day 2

TeamTraining

ProductPrototyping

Iterate Launchabledemo

After 2 weeks

Industrialising an innovation culture Re-imagining the digital capability of a leading insurance company – industrialising design thinking and rapid prototyping techniques across the organisation

3