As highlighted in Satya’s new book, “Hit Refresh,” culture is the key to digital success. Technology is necessary but won’t make up for a culture resistant to trying new things.
I have observed this while working with Nedbank, one of the largest Financial Services companies in South Africa, over the past two years. Nedbank has been a forward-thinking organization for a long time. A few years ago, together with Microsoft, Nedbank took its first steps to reimagine the customer experience when it rolled out the Branch of the Future. That project enabled them to meet three goals – increase retention, increase customer satisfaction, and reduce their carbon footprint.
Nedbank didn’t stop there. With an organizational culture that supports continuous exploration of new ideas in Financial Services, the company has created a programmatic approach dubbed the “Digital Fast Lane.” The Chief Digital Officer leads Nedbank’s Digital Fast Lane, which fast-tracks innovation projects to succeed and double down, or fail fast.
As the Microsoft Digital Advisor to Nedbank, I have worked with them on driving a program of change to build their digital business. I bring my own experience as well as the breadth of Microsoft’s resources, experience and innovation to Nedbank in a partnership centered on enabling and accelerating their digital transformation. More information can be found on the Digital Advisory Services website.
Most recently, the team took the Digital Fast Lane to generate ideas and reimagine client interactions at Wealth Management Services within Nedgroup Investments. The idea was to focus on one specific area to prove out a capability. Wealth management requires balancing the expectations of high net worth individuals, who at times want high-touch service but also need their questions answered quickly and efficiently when the need arises. The team created Eva, the Nedgroup Investments bot, to answer wealth management customer questions such as how to move money into or out of an account. By providing multiple channels, Nedbank meets the clients where they are, putting their convenience first.
I’m very proud to be a highway engineer on the Nedbank Digital Fast Lane team, directly helping this Financial Services leader set itself up for Digital Transformation success – in the Branch of the Future, Wealth management, and beyond. For more details on this project, you can read the Nedbank Wealth Management case study.