« Transformation » Award:
Best alignment between vision, strategy and collective intelligence
Thanks to the ‘Back to Basics’ impetus given by its new Chief Executive Officer since 2015, the bank has opted for a new customer focus, with the main objective of satisfying customer needs by offering innovative, accessible and operational banking solutions. Today, the transformation strategy has gradually taken shape while aligning itself with the ever-changing needs of customers. In order to gain a competitive advantage, the bank has set itself key priorities, namely the continuous improvement of the customer experience, the optimisation of digital customer paths, the digitalisation of internal processes with the massive integration of digital technologies and the opening up of APIs as part of an ‘Open Banking’ platform.
The success of innovative solutions is the result of an alignment between the strategic vision and the effective deployment of the strategy advocated, and efforts to engage employees in the challenges of collaboration and innovation, through:
Strong and committed leadership that unites all teams around a common goal, by encouraging listening, taking initiative and recognising the efforts made by employees. In this way, the top management and managers of BisB place greater emphasis on exemplary behaviour, which is likely to transmit positive energy and encourage teams to constantly improve.
A ‘digital’-oriented strategy by detecting ‘increased’ customer needs and expectations, to propose practical and disruptive solutions that stand out from the competition. Within BisB there is an awareness of the challenges, but above all, of the opportunities that digital presents both in external (clients, prospects) and internal (employees) reporting.
Good change management with the aim of encouraging employees to adopt and adhere to new technologies, but also human support to ensure a successful transition through digital acculturation efforts and the dissemination of an agile and collaborative mindset within the BisB.
« Solution / Customer Journey » Award:
Opening of bank accounts by selfie
In order to strengthen its competitive advantage, the bank has set itself key priorities, namely the continuous improvement of the customer experience, the optimisation of customer paths, the digitalisation of internal processes with the massive integration of digital technologies, and the opening up of APIs as part of an "Open Banking" platform.
A key example of product development, BisB revealed this year's flagship innovation, announcing the opening of bank accounts by selfie, remotely via BisB’s digital mobile application. The strong point that distinguishes this innovation is undoubtedly the 100% automated process, which saves customers the trip to the branch and the resulting signing of documents.
That said, the bank has developed facial identification technology at the application level, making it easier for new and existing customers alike to subscribe to other services offered without physical contact. This is a key innovation that provides more simplicity, convenience and speed over the traditional customer experience.
This smart process is as follows: After downloading the mobile application, new customers are identified via the ID card code and phone number, then they are asked to scan the ID card, passport, and driver's license, followed by sending an authentication selfie through the application's Face ID, which ensures the highest level of security. After validating the personal information (name, surname, email), customers can immediately access all the products and features of their BisB account. Notably, the average registration time is 5 minutes.
In less than a month since the launch of the service, the Bank has seen a favourable response from customers to the Mobile Account Opening by Selfie, as evidenced by the large number of new accounts created remotely, via facial identification.
Would you like to participate to the Transformers Awards assessment?
Do not hesitate to contact us to deploy our quantitative and qualitative approach to identify your organization's best practices.