Beyond a Buzzword A Look Into the World of Digital Transformation in Banking BY MEGAN CUMMINS, Strategic Consultant, Engage fi As technology evolves at a record pace, many regional banks are finding themselves at a pivotal crossroads: embrace innovation or risk obsolescence. Digital transformation is more than a new online banking system or a back-office upgrade. It is a multifaceted process that transforms a bank’s internal and external operations. Such upgrades improve efficiency, transform the customer experience, reduce costs and help the bank to remain competitive. WHAT IS BEHIND THIS SHIFT? Digital transformation has quickly evolved from an optional strategic initiative to one of necessity. Many factors are reshaping traditional banking models including technological advances, changing consumer behaviors and regulatory dynamics. Let us examine each of these further. Consumers expect a banking experience that begins and ends with technology. Today’s customer wants to conduct their banking on their terms. They crave self-service options and the ability to communicate with their preferred bank, whether that be in person, over the phone, or via chat or text. The catalyst igniting the speed with which banking technology is evolving is none other than Gen Z (Zoomers). They have grown up in an era defined by smartphones, social media and instant connectivity. This generation expects its preferred financial institution to prioritize the digital experience, beginning with innovation, personalization and a mobile-first mindset. However, Zoomers are not alone: 27% of millennials prefer online chat to ask a question, compared to just 18% of Gen Z.1 Together, millennials and Gen Z make up the largest generational demographics in the U.S. Not only are they reshaping consumer behavior, but also, they are reinventing modern society. These two demographics embrace technology in the workforce and advocate for innovation. They crave streamlined systems and processes. Employees and employers seek operational efficiency alike. By automating manual processes, financial institutions can minimize processing times, reduce errors and cut costs. Strengthened risk management processes through innovation offer real-time visibility into potential vulnerabilities. Digital transformation enables banks to enhance cybersecurity measures against cyber threats, data breaches, ransomware attacks and phishing scams. It is also easier to detect fraud on the customer’s behalf. CHALLENGES OF INNOVATION Navigating a digital transformation is not without its challenges. The biggest hurdles to overcome are also the most common and include old systems, cost and resistance from customers and employees. Many organizations find themselves working with multiple systems that do not integrate or are so outdated, they offer little room for upgrades. While investing in advanced technology saves money down the road, upfront costs can be a barrier. Employees and customers who are resistant to change create another obstacle difficult for banks to overcome. Understandably, introducing more technology comes with greater risk. Cybersecurity concerns are always part of the conversation. Regulatory compliance adds another layer of complexity not to be forgotten as well. STRATEGIES FOR SUCCESS Banks must take a comprehensive approach to executing a successful digital transformation. It is important to examine the customer experience, allow data to be the driver, invest in the right technology and educate employees to leverage system capabilities to deliver best-in-class services. Utah Banker 12
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