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Gearing up for Post COVID Realities: Revamping Digital Strategies in Banks

Rowdy Bijland

Digital Partner and Lead Consultant, Customer Experience Strategy and Design Practice, Consulting and Services Intergration, TCS

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Adjusting banks’ digital transformation strategies to align with new realities

The COVID-19 outbreak has altered the future of banking. Having successfully adjusted to the new realities of social distancing, lockdowns, and remote working, banks are now contemplating the operational changes that will be needed to thrive in the post COVID world.

It is undeniable that the crisis has put digital transformation in financial services in the spotlight. The realization that digital transformation in banking can no longer be self-paced is quickly setting in. Going forward, banks will need to become purpose-driven and create digital ecosystems aimed at fulfilling the purpose that drives customers. To achieve this futuristic vision, banks must define a digital strategy underpinned by artificial intelligence, cloud, automation, and agile methodologies as well as adopt four key business behaviors:

  • Driving mass personalization

  • Leveraging ecosystems

  • Embracing risk

  • Creating exponential value

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