Interactive Workshops: Monday, 14 August 2017
12:00 am - 12:00 am Workshop A: Identifying A Strategy To Enable Customer Journey Mapping
Customer buying behaviors and preferences are changing through the financial services industry. These changes present both challenges and opportunities for all sectors of financial services. During this workshop, we will investigate the customer journey, how to face the challenges inherent in a rapidly changing market and how to benefit from deep understanding of different customer segments.
- Identifying changing buying behaviors and the challenges faced by users
- Customer retention, staying relevant and continuing to add value
- Distinguishing between brand preference, product purchasing, innovation adoption, channel use and technology uptake in order to target product offerings
- Understanding customers’ perception of product value and accurately aligning product prices, placement and availability with each customer segment
12:00 am - 12:00 am Workshop B: Learn How to Use Design Thinking To Overcome Regulatory Challenges And Enable Digital Innovation
Most banks and financial institutions today are plagued with regulatory commitments that hinder innovative developments within the organisation.
The size of the organisation correlates with the size of bottlenecks created by the regulations. With digital innovation at a point where regulators and companies approach initiatives precariously and with increasing uncertainty, Nissanka Janaratne, an Emerging Tech Transformation Leader, will run you through how his team uses design thinking tools and techniques to overcome regulatory challenges.
n How to use customer personas and job-to-be-done design tools to highlight customer pain points to the compliance officer
n How to use customer journey mapping to walk the compliance officer through the proposed journey to identify regulatory issues
n Overcoming regulatory challenges with rapid prototyping