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Innovation, insight and trust: Customer experience excellence delivered responsibly in a digital world
Journal of Digital Banking,
4
(4),
351-363
(2020)
Abstract
Financial institutions are investing in innovative solutions that help restore customer trust — an imperative focus amid high-profile data breaches and postfinancial crisis apprehension. Many have made data privacy central to their day-today operations, recognising its importance as a competitive differentiator. Financial institutions, however, face the added challenge of dedicating the necessary attention to improving the customer experience, achieving regulatory compliance and maintaining robust security. This paper covers the capabilities and benefits of a low-code automation platform, a scalable solution that supports financial institutions in putting the customer first. Low-code dramatically simplifies the process of building and deploying applications while reducing the time it takes to do so. It empowers citizen developers with the ability to bring their ideas to life with intuitive point-and-click methods, replacing manual and redundant lines of code. Finally, low-code applications have the ability to store data on one interface, promising a single source of truth and providing employees with the right information at the right time. Supported by rigorous security standards and compliance, low-code delivers the security customers demand of financial institutions, ensuring that personal and financial data is safe. Essentially, low-code allows business and IT to work together, aligning their priorities towards one goal: making the customer successful.
Keywords: trust; customer experience; technology; innovation; low-code; privacy; security; customer data
The full article is available to subscribers to the journal.
Author's Biography
Mike Heffner leads the Global Industry group at Appian. The team is responsible for engaging with customers, partners and analysts to solve digital transformation challenges in all important verticals, including the public sector, life sciences, health care, energy, insurance, banking, and capital markets. Mike brings innovative approaches to problem-solving to his role, including extensive leadership experience in operational efficiency and business transformation. He is a speaker, author and thought leader on digital trends and responses. Prior to Appian, he was Managing Director, Business Transformation, at State Street Corporation and held management roles at Charles Schwab & Co. and Accenture’s Creating-Financial- Markets-Advantage executive group. Mike holds a Bachelor of Science in Business Administration (BSBA) in Economics from the University of South Carolina and an MBA from Babson College.
Guy Mettrick is Appian’s Industry Leader for Financial Services in Europe, Middle East and Africa (EMEA). He is responsible for driving Appian’s go-to-market strategy for Financial Services across the region. The role includes working with customers, partners and industry associations to ensure Appian deliver solutions that help drive growth, manage risk and increase the efficiency and effectiveness of their business processes. Previously, he was Head of European Fund Business at Sumitomo Mitsui Trust Bank. He has also held management positions at BNP Paribas and RBC. Guy has a Bachelor of Arts degree in Business Studies (Finance & Marketing) from the University of Portsmouth.
