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A guide to digital transformation banking

by Casey Schmidt  |  November 12, 2019

3 min. read
A laptop and mobile device using online banking.

A digital transformation is a complete reconstruction of something physical into a digital realm. For example, a company undergoing a digital transformation moves on from antiquated processes to newer digital technologies. As you probably already guessed, digital transformation banking is an extension of this process. Here’s a brief explanation of what it is and a breakdown of all the different variables it encompasses.

What is digital transformation in banking?

Digital transformation in banking involves a change from traditional banking services and processes to digital experiences. In particular, this includes changes to customer experiences and physical infrastructures. Furthermore, a banking digital transformation also refers to the backend maintenance and restructuring.

For example, depositing a check traditionally meant driving to a bank and handing it to a teller for deposit. A digital transformation of this bank would enable customers to deposit the check digitally through the use of technology. Some banks, for example, have mobile banking apps which allow customers to photograph a check with their smartphone in order to deposit it.

An illustration of online banking.
Digital transformations have made online banking a staple.

Why is a digital transformation important for banks?

The biggest reason digital transformations are becoming a necessity for banks is the impact it has on customer experiences. This of course directly affects customer satisfaction, which then helps banks retain customers. Banks see the nature of modern transactions – a world of one-click purchases and instant access – and they realize that customers will expect similar of them. For this reason, adapting digital experiences effectively for customers will make all the difference.

The next big argument comes from the fact that digital transformation will help banks harness the potential of data. By overhauling their approach and integrating digital systems into their everyday processes, banks potentially increase their chances at better understanding customers. Furthermore, these newfound analytics typically help them save money.

A man using a mobile device to view banking numbers.
Digital transformations are important for data analysis.

What are some necessary preparations and maintenance tasks?

Of course with the transformation comes two separate phases, the implementation phase and the maintenance phase. These are continual and overlap all the time. Part of the preparations include understanding what types of things customers want digitized. For example, a lot of customers actually prefer traditional processes over digital modes when it comes to complex transactions. This involves things like opening a new account or taking out a loan. Implement your digital tools around the needs of your customers.

A necessary factor in all this is the continual review of all current and potential future digital processes. Success in this area stems from having the right digital mindset instilled into managers. It also comes from the ability for an entire culture to adopt these new strategies and processes.

Digital transformations have been truly revolutionary to the way banks operate and how they fulfill the ever-changing needs of their customers. Though these transformations usually involve converting banks to some sort of hybrid between physical and digital, they are certain to continue changing. Be prepared for vastly different daily operations at your banks in the near future.