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Introducing Digital Advisory Services (DAS)
The Future of Financial Services
Financial Services Industry Solutions
How to engage with DAS
Tom SchepersDigital Advisor | Fin. ServicesBelux
Technology
Valu
e
Banking
Tran
sfo
rmati
on
#D
igit
al
Architecture
@TomSchepersBeCurrent Microsoft
Previous AXA Bank Europe
Education KULeuven (1998)
https://www.linkedin.com/in/tomschepersbe/
Hasselt
#Change
124 Countries
500 Digital Advisors
Over 750+ Engagements
Enterprise
Commercial
Public
Sector
Discrete manufacturing
Chemicals & agrochemicals
Banking & capital markets
Insurance
Retail
Consumer goods
Civilian government
Defense & intelligence
Local & regional government
Health Payor
Health provider
Pharmaceuticals
Higher education
Primary & secondary (K–12)
Manufacturing & Resources Financial Services Retail
Government Health Education
TRANSFORM
PRODUCTS
to unlock new
opportunities and
achieve growth
OPTIMIZE
OPERATIONS
for efficiency,
compliance, and
risk management
ENGAGE
CUSTOMERS
to help increase
relevance, loyalty,
and profitability
EMPOWER
EMPLOYEES
to innovate faster
and meet client
needs
Creating more
personal computing
Reinventing productivity
and business processes
Building the intelligent
cloud platform
DAS Offers Services Throughout Entire Program Lifecycle
DeliverDeliver, adopt and realize the
vision and value
DreamImagine and envision the
art of the possible
DesignDesign to realize the value
of the vision
Notes
1. Orchestrated by Digital Advisor
2. Customer Digital Lab Services can
be instantiated on customer
Request
3. Digital Maturity Modeling (DMM) or
VRF/CMMI Capability Modeling
BVM
BVM
Adoption & Change Management1Technical
Architecture1
Digital Envisioning
Digital Transformation Planning
Value Management & Reporting
*Business Value Modeling (BVM)
Digital Trends & Insights
The Future of Financial Services
“Our costs are too high and our agility is too low – if we don’t change this quickly, we won’t be able to compete.“
CIO of a Global Systemically Important Financial Institution
91% of banks and 75% of
FinTechs say that collaboration
will become an expected way
of business and they expect to
partner with each other in the
future.
“World Retail Banking Report 2017”
Capgemini & Efma
Trusted networks will transform financial services
Building out the
trusted network
Creating user
experiences for
various segments
Partner with
customers, fintechs,
and firms that help
customers access,
grow, and spend
capital.
Future OpportunityAll global capital
Current
Opportunity
Existing bank
capital
Essential Capabilities• Migration to the cloud
• Intelligence to assess customer and fintech
behavior recommend next best actions
• AI to assess risks and fraud in high volumes
• AI to personalize each experience
• Blockchain to partner with new
organizations
• Access to experts across the network
Essential Capabilities• Move to the Cloud to Participate in
the ShareEconomy
• Customization of products
• Customization of experience
• Delivering trust to owners and users
• Blending of product types
• Emerging tech will all play a role -
AI, Blockchain, Data, IoT, Mixed
Reality, etc..
Insurances’
Opportunity
Become enablers of
trust in the trusted
network
Financial Services Solution Portfolio
Solution ISV Lead Partner Type Lead Delivery Domain
Next Best Action Banking Data Insights
Customer Experience ManagementBanking
Dynamics
Banker Productivity & Collaboration Banking Productivity
Risk Compute Banking Secure Infrastructure
Customer Insights for Banking Banking Data Insights
Fraud Prevention (Sanctions Screening)Banking
Secure Infrastructure
Risk Analytics Banking Secure Infrastructure
Banking Platform as a Service Banking Modern Apps
On horizon/Special ISV Lead Partner Type Lead Delivery Domain
Online Fraud Detection Banking Data Insights
Blockchain (Special Case) Banking Modern Apps
Digital Onboarding Banking Modern Apps Productivity
Solution ISV Lead Partner Type Lead Delivery Domain
Next Best Action for insurance Insurance Data Insights
On horizon ISV Lead Partner Type Lead Delivery Domain
Digital Onboarding Insurance Modern Apps Productivity
Financial Services Industry Solutions
NEXT BEST ACTION IPAT - Financial Services
A deployment of the Next Best Action solution from VeriPark for
retail and commercial banks delivered by Microsoft Consulting
Services (MCS). The Next Best Action solution aims to:
• Improve a bank’s share of wallet by using sophisticated rules,
analytics, and algorithms to better predict customer needs and in
turn offer more relevant offers through a bank’s self-service and
assisted channels.
• Improve customer satisfaction by ensuring the bank’s offers
are more relevant to them and by providing the bank with the
capability to proactively deliver relevant alerts to customers.
• Increase efficiency and offer predictable outcomes by
providing a pre-built fully featured solution for delivering
predictions and alerts to customers and offering the ability to
prioritize offers based on their potential profitability for the bank.
Data loaded to Azure as part of the solution can be encrypted.
IMPLEMENTATION OFFER
What customer gets Cortana Intelligence solution to determine
& expose upsell opportunities D365 with
banking data model (optional)
Est. time-to-value 12 Weeks (9 for a pilot)
BUSINESS CHALLENGES SOLUTION BENEFITS EXPECTED OUTCOMES
• Improve cross-sell ratios.
• Improve profitability.
• Replace less
sophisticated offer
prediction systems.
• Avoid uncertainty
associated. with data
science projects aimed at
building bespoke
predictive
analytics systems.
• Finished solution for
computing relevant
cross-sell offers and
customer alerts. Offers
can be prioritized
according to potential
profitability.
• API that can be used to
deliver offers and alerts
via inbound
self-service and assisted
channels or outbound
channels.
• Rapid time to impact
cross-sell ratios and
profitability.
• Fully featured solution
allowing the bank to
define offer eligibility
rules and the rules for
presenting alerts.
• Models may be extended
by the bank.
• Scalable solution with
limited infrastructure
investment required.
• Improved cross-sell
ratios – typically
measurable in 3-6
months from project
commencement.
• Improved customer
satisfaction through
delivery of relevant alerts
and offers.
• Improved certainty of
project success relative
to investing in bespoke
analytics efforts.
CUSTOMER EXPERIENCE MANAGEMENT (CEM) IPAT - Financial Services
A fast time-to-value deployment of Dynamics CRM Online and the
VeriTouch product from VeriPark delivered by Microsoft Consulting
Services (MCS). The nine-week time-boxed engagement
demonstrates the value of an initial set of CRM capabilities based on
selected scenarios:
• Improve sales productivity by giving sellers access to complete
information about every customer along with proactive offers
tailored to customers’ needs through an easy-to-use set of tools.
• Drive customer satisfaction with a service dashboard and
complaints management system that helps your people resolve
customer issues and requests faster.
• Increase operational efficiency with 360 dashboards,
analytics, and performance management that help make
marketing, sales, and service activities easier to track and execute
IMPLEMENTATION OFFER
What customer gets D365 CRM and VeriTouch deployment for
three business scenarios including FSI
data model, workflows and dashboards
Est. time-to-value 9 Weeks
Additional notes Three business scenarios selected during
discovery workshop.
BUSINESS CHALLENGES SOLUTION BENEFITS EXPECTED OUTCOMES
• Retain and attract new
customers.
• Improve profitability (up
sales and cross sales).
• Integrate siloed customer
systems
of record.
• Provide integrated 360
customer views.
• Enable Sales and
prospect management.
• Enable Marketing
campaigns mgmt.
• Enable Complaints
management
• 360 customer views.
• Rapid implementation of
a high value, cost
effective solution built
for banks.
• Microsoft Dynamics CRM
Online leading platform
easily expandable to
other scenarios with low
total cost of ownership.
• First phase to a full CRM
implementation.
• Adoption Roadmap to
expand to other business
scenarios and LOBs.
BANKER PRODUCTIVITY AND COLLABORATION (BP&C) IPAT - Financial Services
The BP&C solution is designed to position the value of Microsoft
Productivity solutions in the Banking and Capital Markets industry.
It positions a number of complementary Microsoft Services offers
that can help banks plan and implement these solutions effectively.
• Drive stronger client connections and improve revenue by
providing relationship managers with modern productivity tools
which reduce administration time, enable easy collaboration with
peers and therefore increase time spend with clients.
• Increase productivity by enabling bank employees to work
securely from anywhere on any device offering a seamless,
simplified and personalized experience.
• Meet compliance and regulatory requirements by ensuring
security, privacy, and control of customer and financial data.
Reducing compliance complexity and cost, efficiently respond to
regulator requests, protect data, and effectively resolve
compliance issues.
IMPLEMENTATION OFFER
What customer gets Dependent on customer requirements for
the Modern Workplace. BP&C is a collection
of relevant implementation offerings for
O365, EM+S, Windows 10.
Est. time-to-value 12 weeks
BUSINESS CHALLENGES SOLUTION BENEFITS EXPECTED OUTCOMES
• Lack of collaboration and
best practice sharing
• Poor workplace mobility
• Siloed teams
• Increased cyber-threats
• Compete against very agile
nontraditional competitors
• Increased regulatory
burden
• Describes scenarios in
which Banking personas
gain most value from
Productivity and
Collaboration tools
• Identifies Services Offers
that help the customer
advance these scenarios
• Implement relevant offers
• Improved mobility and
sharing.
• Connect with colleagues in
a frictionless and natural
way.
• Increase agility and speed
of accessing real time data
and make faster decisions.
• Limiting cyber-threats and
prevent data loss.
• Improved productivity and
enhanced levels of staff
satisfaction.
• Deliver a modern and
collaborative secure digital
workplace.
• Positioned to meet future
regulatory requirements.
RISK COMPUTE IPAT - Financial Services
An MCS implementation project to extend a bank’s existing grid
computing capacity into Azure or to establish a new compute grid
in Azure. The Risk Compute solution aims to:
• Dramatically improve the time take to perform valuation
and risk calculations that use grid computing.
• Meet future capacity needs for additional calculations
required in terms of forthcoming regulations.
• Avoid significant investment in IT infrastructure that may
only be used for relatively short periods each day or week
during calculation runs.
• Establish sound operating principles and service
management practices for the ongoing use of grid computing
in Azure.
Risk Compute workloads may be amongst the first major
production workloads for which banks choose to leveraging Azure.
IMPLEMENTATION OFFER
What customer gets High performance compute
grid deployed in Azure
integrated with bank
infrastructure & processes
Est. time-to-value 8 weeks
BUSINESS CHALLENGES SOLUTION BENEFITS EXPECTED OUTCOMES
• Reduce time taken to
complete valuation and
risk calculations.
• Increase capacity for
future regulations likely
to require additional
calculations such as
Fundamental Review of
the Trading Book
(‘FRTB’).
• Reduce CAPEX on IT
infrastructure supporting
calculations.
• Extend an existing
compute grid into Azure
or establish a new grid in
Azure.
• MCS Implementation
offer caters for
customers using TIBCO
DataSynapse Grid or
Microsoft HPC pack as
their grid technology.
• Implement associated
service management
processes.
• Rapid cost effective
expansion of grid
computing capacity
resulting in increased
calculation capacity.
• Processes established to
confidently operate the
Azure portion of the
solution on an ongoing
basis
• Improved calculation run
times.
• Reduced calculation
development and test
times.
• Reduced IT infrastructure
CAPEX relative to
alternatives.
• Positioned to meet
future regulatory
requirements.
CUSTOMER INSIGHTS FOR BANKING (CIB) IPAT - Financial Services
Microsoft Services help financial organizations understand their
customer’s journey and effectively improve the customer experience
by harnessing the value of their data sources from all lines of
business and past interactions:
• Employees personalize and optimize the next customer
interaction through complete 360 views.
• Advanced analytics draw actionable insight at every interaction.
• Microsoft Cloud and Cortana Intelligence Suite enable
structured and unstructured data aggregation from siloed and
disparate sources in a fast, secure and scalable fashion.
IMPLEMENTATION OFFER
What customer gets: Actionable Customer 360 dashboard based
on Azure ML model of choice and data
aggregation in the cloud
Est. time-to-value 10 weeks
Additional notes A high-value Customer Journey scenario is
selected for implementation during
Business Opportunity workshop
BUSINESS CHALLENGES SOLUTION BENEFITS EXPECTED OUTCOMES
• Need to improve customer
experience to differentiate,
and remain competitive.
• Customers are willing to
switch institutions for
better personalized
service.
• Traditional Analytics
systems have long cycles
and high costs. Need
agility
• Leverage all data sources
to understand
customer’s
digital footprint.
• Use Advance Analytics to
draw actionable insight
near real time.
• Microsoft Cloud enables
agile data
experimentation.
• Improve customer
understanding and
optimize customer
interactions with a fast
time-to-value and cost
effective solution.
• Harness the value of all
data sources
• Democratize predictive
analytics and access to
insights.
• Obtain customer insight
and optimize interactions
with actionable 360 views.
• Prove the rapid value of
Microsoft CIS leading to
further discussions around
data management
modernization and other
advanced analytics
business scenarios.
• Deliver a roadmap for
operationalization and
relevant new service offers.
FRAUD PREVENTION (SANCTIONS SCREENING) IPAT - Financial Services
An MCS offer to assist in the implementation of the AppSource
Sanctions Screening solution from Temenos. The implementation
offer aims to:
• Establish foundation technologies and processes necessary
for the use of Azure for production solutions – this work is
more significant if the bank chooses to use the Screen solution
in their own subscription (see the options available in the
Solution Playbook).
• Optimize the implementation to support real-time integration
with transaction systems that will call the sanctions screening
solution as well as batch processes to regularly upload and
screen customer lists.
• Establish operations processes for ongoing reliability.
The MCS offer leverages the Secure Infrastructure ‘Hybrid Cloud
Foundation’ to deliver the above. Engagement is typically in
conjunction with Temenos or a Temenos partner.
IMPLEMENTATION OFFER
What customer gets Integration of the Temenos Sanction
Screening solution running on Azure.
Delivered in conjunction with Temenos
or a Temenos partner.
Est. time-to-value 6-8 weeks
BUSINESS CHALLENGES SOLUTION BENEFITS EXPECTED OUTCOMES
• Improve transaction
screening to prevent
fraud and ensure
regulatory compliance.
• Enhance performance of
screening processes.
• Avoid significant
implementation and
management costs
associated with
upgrading existing
systems.
• High performance SaaS*
based transaction and
customer screening with
low false positive rates.
• Robust integration with
on-premise payments
systems.
• Operations and Service
Management processes
established as part of the
deployment.
*Option for deployment to
customer’s own subscription if
required – see Solution
Playbook
• Advanced sanctions
screening including
sophisticated name
matching and case
management capabilities
with limited IT
investment.
• Scales to meet peek
transaction volumes as
required.
• Continually enhanced
SaaS solution.
• Predictable impact on
sanctions screening
productivity and in
particular on false
positive rates in a few
months.
RISK ANALYTICS (NUMERIX FRTB) IPAT - Financial Services
An MCS solution to assist in implementing the Numerix
Fundamental Review of the Trading Book (FRTB) solution:
• Establish on-premise data aggregation / staging
environments used to submit position and market data to the
model.
• Establish processes to land data supporting FRTB calculations
in the cloud for processing, implementing data masking if
required.
• Configure scheduled modelling runs and establish
operations processes for reliable
solution support.
Typically delivered in conjunction with Numerix or a Numerix
partner.
IMPLEMENTATION OFFER
What customer gets Integration of the Numerix FRTB SaaS
solution on Azure with customer systems
and infrastructure.
Delivered in conjunction with Numerix or
another partner.
Est. time-to-value 8 weeks
BUSINESS CHALLENGES SOLUTION BENEFITS EXPECTED OUTCOMES
• Meet new regulatory
requirements for risk
capital modelling.
• Avoid significant
investments in
infrastructure while
enhancing modelling
capacity.
• All-inclusive SaaS*
solution for most risk
modelling calculations.
• Scales to meet
calculation requirements.
*Option exists to deploy to
customer’s own Azure
subscription
• Rapid implementation of
a solution that meets
most regulatory
requirements for risk
modelling.
• Limited infrastructure
investment required.
• Predictable
implementation timings.
• Risk modelling teams are
empowered to perform
required calculations.
• Bank operations teams
are able to offer reliable
support for accessing
and working with the
SaaS solution.
BANKING PLATFORM AS A SERVICE (BPaaS) IPAT - Financial Services
Microsoft Services help financial services organizations understand
the business opportunities and explore new business models with
strategic partnerships by opening their core banking products
through APIs. The European Second Payment Directive (PSD2) and
UK Open Banking regulation initiatives are catalysts for disruptive
digital transformation:
• Banks provide a plug-and-play platform to enable 3rd parties to
build innovative solutions via APIs
• Banks become agile innovators and enhance their products and
services leveraging fintechs and other partnerships to create new
channels, new revenue streams and new business models
• The Banking Platform is secure, scalable and provides
disruptive technological capabilities for data insights and
hybrid integration with legacy systems and extensible to
blockchain, AI
IMPLEMENTATION OFFER
What customer gets: Deployment of APIM on Azure Secured
Infrastructure; Implementation of Open
Banking APIs, Sample Apps, Power BI
Telemetry dashboards
Est. time-to-value 22 weeks
Additional notes MVP solution implements Open banking
and PSD2 APIs. It can be scaled up or
scaled down based on customer needs.
BUSINESS CHALLENGES SOLUTION BENEFITS EXPECTED OUTCOMES
• Banks need a secure, cost
effective and scalable
solution that will enable
them to innovate
alongside 3rd parties with
agility to test out future
business models in the API
economy
• Banks need to comply with
Open Banking and PSD2
regulations by providing
access to 3rd parties via
APIs by January 2018
• Enable a Banking
Platform leveraging
Azure Cloud to provide
the most comprehensive
technological ecosystem
that is secure, open,
scalable and cost
effective
• Speed up innovation and
agility alongside 3rd
parties that meets
regulatory requirements
• Extend platform for a
competitive advantage
with disruptive
technologies
• Open new channels by
embracing the API
economy and leverage 3rd
parties to bring innovative
solutions in a secure way
• Experiment and build new
products and services with
agility
• Monetize digital assets to
provide incremental
revenue opportunities and
proving customers more
choice and reasons to stay
• Banks transform their
business to capitalize on
the API economy and
monetize digital assets
• Banks stay ahead of the
competition and secure
win-win relationships with
3rd Parties
• Banks comply with
regulation and take
advantage of the scale,
security, cost and
disruptive technologies of
the Azure cloud
BLOCKCHAIN INNOVATION (Horizontal solution) IPAT - Financial Services
Innovation with Blockchain
Microsoft Services FSI team is collaborated closely with Digital
Advisory Services, Applied Innovation, Modern Apps and Early
Adoption Program teams to bring forward the innovation agenda for
Financial Services with Blockchain
• Help Financial Services organization explore the business
opportunity of blockchain scenarios for FSI
• Explore the art-of-the-possible with the horizontal Modern Apps
Value-Exchange App Essentials offer that conducts a business
hackathon to land a qualified business scenario that can lead to a
MVP POC in Blockchain.
• These incubation offer will provide field teams with an
opportunity to gain a seat at the table with the Innovation Agenda
and Business Strategy CxOs and will open doors for more
advanced cloud workloads.
IMPLEMENTATION OFFER
What customer gets: Blockchain as a service deployed in Azure
(Ethereum) and apps. for users to interact
with it
Est. time-to-value 10 weeks
Additional notes The solution is horizontal via Modern
Apps PA. Financial Services top scenarios
have been identified and can be leveraged
with horizontal offer. See blockchain
scenarios for FSI.
BUSINESS CHALLENGES SOLUTION BENEFITS
• Understand the
opportunity and business
value of Blockchain
• Learn multiple
technologies and validate
the value of Blockchain
• Conduct a Business hackathon
with Business and Technology
teams to explore high-value
innovation scenarios
• Gain visibility to the art-of-the
possible with Blockchain
• Identify a business scenario and
validate the value of innovative
technologies with a fast MVP PoC
.
• Understand how Blockchain and Digital
Smart contracts can bring value to your
organization.
• Build capabilities in your organization
around Blockchain Technologies
• Better understanding on how Blockchain
can be leveraged to transform your
business.
• Better understanding on an innovation
roadmap for the organization.
DIGITAL ONBOARDING for BANKING IPAT - Financial Services
Digital Onboarding for Banking innovates how customers can
digitally interact with a bank and provide an enhanced onboarding
experience powered by Artificial Intelligence (AI). The Digital
Onboarding solution aims to:
• Enhance the customer experience by providing a seamless
and innovative digital onboarding experience leveraging an
intelligent bot that can assist with financial product selection
and the capability of a warm-transfer to a remote banker.
• Reduce the cost of onboarding new customers and assisting
existing customers by eliminating offline processes such as
branch visits and paper based communications.
• Increase banker productivity by enabling skills-based routing.
Giving customers the ability to communicate with subject matter
experts based on skill sets by initiating a conversation (IM, voice
or video) directly from their browser/mobile. Pooling of the
banks resources provides specialist skills to more customers.
IMPLEMENTATION OFFER
What customer gets Customer onboarding Bot developed using
MS Bot Framework & Cognitive Services
with warm transfer capability built on Skype
for Business.
Est. time-to-value 7* weeks
BUSINESS CHALLENGES SOLUTION BENEFITS EXPECTED OUTCOMES
• Escalating cost of
customer acquisition
• Disruptors providing faster
and convenient access to
financial services
• Gen Y and Gen Z expect an
innovative customer
experience
• Compete against agile
nontraditional competitors
• An intelligent and
innovative onboarding
Bot developed using the
Microsoft Bot Framework
& Cognitive Services
• Microsoft Services
developed skills-based
routing solution, built on
Skype for Business
including warm transfer
from Bot to remote
banker capability
• Improve customer
engagement and loyalty
• Lower cost of acquiring
customers
• Improve banker
productivity
• Enhance brand value and
trust
• Increase business agility
• Deliver a seamless and
innovative digital
onboarding experience
• Enhanced customer
experience with faster
access to services
• Drive customer service
and digital channel
innovations
• Providing frictionless
customer experience at
the first touch point
How to engage Digital Advisory Services
IdeateImagine and envision the art of
the possible and document your
digital journey.
DesignDesign to realize the
value of the vision.
Roadmap and planning
for your desired state.
DeliverBring your plans to life.
Deliver, adopt and realize the
vision and value.
Build a digital innovation lab.
Bring your Book of Dreams to life.
Recruit and form your
digital transformation unit.
Ideate, and document your
digital transformation journey. Contact a DA for a Digital Transformation
workshop
Who, where, when, how?
₋ DA & MSFT account team facilitates
₋ Location can be @Microsoft or customer locations
₋ Date/time to be agreed
₋ Customer contact person to help to prepare
₋ Full day
Q&A
DIGITAL ONBOARDING for INSURANCE IPAT - Financial Services Digital Onboarding for Insurance innovates how customers can
digitally interact with insurance companies and provide an enhanced
onboarding experience powered by Artificial Intelligence (AI). The
Intelligent Onboarding solution aims to:
• Enhance the customer experience by providing a seamless and
innovative digital onboarding experience leveraging an intelligent
bot that can assist with insurance product selection and the
capability of a warm-transfer to a remote broker or agent.
• Reduce the cost of onboarding a new customer and selling
new product to existing customers by eliminating offline
processes such as office visits and paper based communications.
• Increase agent/broker productivity by enabling skills-based
routing. Giving customers the ability to communicate with subject
matter experts based on skill sets by initiating a conversation (IM,
voice or video) directly from their browser/mobile. Pooling of the
insurance company’s resources provides specialist skills to more
customers.
BUSINESS CHALLENGES SOLUTION BENEFITS EXPECTED OUTCOMES
• Escalating cost of
customer acquisition
• Disruptors providing faster
and convenient access to
financial services
• Gen Y and Gen Z expect an
innovative customer
experience
• Compete against agile
nontraditional competitors
• An intelligent and
innovative onboarding
Bot developed using the
Microsoft Bot Framework
& Cognitive Services
• Microsoft Services
developed skills-based
routing solution, built on
Skype for Business
including warm transfer
from Bot to remote
broker capability
• Improve customer
engagement and loyalty
• Lower cost of acquiring
customers
• Improve broker/agent
productivity
• Enhance brand value and
trust
• Increase business agility
• Deliver a seamless and
innovative digital
onboarding experience
• Enhanced customer
experience with faster
access to services
• Drive customer service
and digital channel
innovations
• Providing frictionless
customer experience at
the first touch point
IMPLEMENTATION OFFER
What customer gets Customer onboarding Bot developed using
MS Bot Framework & Cognitive Services
with warm transfer capability built on Skype
for Business.
Est. time-to-value 7* weeks
NEXT BEST ACTION FOR INSURANCE IPAT - Financial Services
Next Best Action for Insurance
A deployment of the Next Best Action solution from VeriPark for
insurance companies delivered by Microsoft Consulting Services
(MCS). The Next Best Action solution aims to:
• Improve the share of wallet by using sophisticated rules,
analytics, and algorithms to better predict customer needs
and in turn offer more relevant offers through self-service and
assisted channels.
• Improve customer satisfaction by ensuring offers are more
relevant to them and by providing the insurance company
with the capability to proactively deliver relevant alerts to
customers.
• Increase efficiency and offer predictable outcomes by
providing a pre-built fully featured solution for delivering
predictions and alerts to customers and offering the ability to
prioritize offers based on their potential profitability.
BUSINESS CHALLENGES SOLUTION BENEFITS EXPECTED OUTCOMES
• Improve cross-sell ratios.
• Improve profitability.
• Replace less
sophisticated offer
prediction systems.
• Avoid uncertainty
associated. with data
science projects aimed at
building bespoke
predictive
analytics systems.
• Finished solution for
computing relevant
cross-sell offers and
customer alerts. Offers
can be prioritized
according to potential
profitability.
• API that can be used to
deliver offers and alerts
via inbound
self-service and assisted
channels or outbound
channels.
• Rapid time to impact
cross-sell ratios and
profitability.
• Fully featured solution
allowing the bank to
define offer eligibility
rules and the rules for
presenting alerts.
• Insurance data models
may be extended by the
insurance company.
• Scalable solution with
limited infrastructure
investment required.
• Improved cross-sell
ratios – typically
measurable in 3-6
months from project
commencement.
• Improved customer
satisfaction through
delivery of relevant alerts
and offers.
• Improved certainty of
project success relative
to investing in bespoke
analytics efforts.
IMPLEMENTATION OFFER
What customer gets Cortana Intelligence solution to determine
& expose upsell opportunities D365 with
banking data model (optional)
Est. time-to-value 12 Weeks (9 for a pilot)
Solutions for Banking: How We Get from Customer Pain Points to Solutions
31
Business Imperative: “We Must Create a Personalized Banking Experience thru Analytics”
Next Best Action: implementation of all channels and all products
Workshop: mapping all Customer data sources
1
1
Customer Insights for Banking Solution: Build data models based on real-time business strategy + train on Cortana Intelligence Suite
2
3Identify: one new customer segment business case
Pilot: new predictive data models + capture new customer segments
4
5Design + Develop: Reporting dashboard 6
Digital Onboarding Offer: Implement Social Listening via ChatBot
7Dynamics 365 CRM: Build real-time Omni Channel synchronization in phased approach
8Complete: remaining phase Omni Channel implementation, function backlog, and roadmap
9Next Best Action Offer:Pilot 10
11Kick-off Discussions: about implementing new products and revamp business models
Design/Build robust BI Reporting
Design and develop additional reporting
Digital Onboarding: Bot framework,
Dynamics 365 CRM (phased approach)
Envisioning data workshop conducted by Digital
Advisor, Industry Architect, with participation from Adoption
Change Management
Customer Insights for Banking Solution: Map data queries,
flows, Cortana Intelligence Suite
Millennial engagement envisioning design, ROI analysis by
BVA team & DA/IA
Notes: Project Milestones
2
3
5
6
Complete all CRM channels and backlog
functionality
Next Best Action Offer (1 channel/product)
Next Best Action Offer (all channels/products)
4
7
8
Consulting Engagement 1st Party (MCS Services) Solution Industry Solution 3rd Party SolutionSOLUTIONS Color Key
9
10
11
