Digital Banking – Innovation Master class
Digital Banking – Innovation Master class
  • Overview
  • Objectives & Outline
  • Methodology
  • Participant Profile
  • Trainer
  • Overview


    3 days


    9:00 AM – 5:00 PM


    Asian Banking School
    Digital Banking is the digitisation of all functional areas of a bank for both customers and employees. This programme will provide participants with a roadmap and action plan for carrying out the necessary changes needed in the implementation of Digital Banking initiatives within their own organisation. It will cover the important elements of Digital Banking, including Big Data Analytics and other technology, and how changes are made to bank activities, programmes and functions on all service delivery platforms and channels. The importance of making customer experience the centre of Digital Banking initiatives will also be highlighted.




    / PAX




    / PAX

    *Subject to 6% Service Tax

  • Objectives & Outline
    By the end of this programme, participants will be able to gain a deeper knowledge and understanding of:

    • Digital transformation in the banking industry: trends, innovations and best practices
    • Digital innovation and transformation: drivers, business models and business case
    • Changes in consumer needs, engagement methods and customer journey
    • Use of technology and Big Data as enablers
    • Organisational changes to pursue a Digital Banking strategy

    Module 1: Overview
    • Definition and history of Digital Banking
    • Digital transformation in the banking industry
    • Digital Banking landscape including trends, readiness by country, internet and mobile banking penetration
    • Latest innovations and best practices in digital banking
    • Case studies and contextual examples from around the region

    Module 2: Business Case for Digital Innovation and Transformation
    • Drivers of digital innovation and transformation
    • Digital banking environment and business model(s)
    • Key elements to accelerate digital transformation
      • Strategy (target markets, business opportunities, policies and priorities)
      • Objective (reasons, goals and importance of innovation)
      • Costs and benefits (strengths/revenue, risks, challenges and assumptions)
      • Capability (readiness, stakeholders, historical strengths and partnerships)
      • Other factors (compliance, legacy issues, support models and maintenance)
    • Group exercise: Build a business case

    Module 3: Customer Engagement in Digital Banking
    • Evolution of banking customers and changing needs
      • Differences in customer interaction by banking channels (physical versus digital)
      • Population and demographic profile of Digital Banking customers
      • Customer behaviour, experience and perception towards Digital Banking
    • Digital customer journey: rethinking the customer relationship
      • Improving customer loyalty, usability and access with Digital Banking
      • Educating the customer and outreach versus customer expectations
      • Maintaining relationships without face-to-face interactions
      • Customer interfaces and what they want
    • Future consumer behaviour and expectations
    • Group exercise: Designing and building for the customer experience

    Module 4: Disruptive Innovation and Technologies
    • Disruptive innovations in Digital Banking
    • Defence and offence: competitive response and differentiators
    • Potential impact on systems: next generation digital bank architecture
    • Principal technologies and service propositions
      • Enablers and technologies (Blockchain, FinTech, Big Data, Artificial Intelligence)
      • Infrastructure (software, platforms, data)
      • Distribution and delivery channels (internet, mobile, branch/ATM, social media)
      • Techniques (crowdsourcing, market research, robotic process automation)
      • Processes (cybersecurity, AML, product development)
      • Identity and branding (onboarding, KYC, biometrics, e-signature)
      • Payments (M-Pesa, remittances, mobile wallets, NFC)
      • Other aspects (standards, compliance, guidelines, best practices)
    • Case studies: Successful implementations of selected technologies

    Module 5: Organisational Changes
    • Digital transformation: required skills
    • Organisational and cultural change management and strategies
    • Role of leadership to inspire digital innovation
    • Improve and maintain digital knowledge and expertise with training
    • Differences in performance measurement: updated reward and recognition structures

  • Methodology

    Combination of classroom learning, case studies, group discussions and presentations

  • Participant Profile
    Banking professionals up to middle-level managers
  • Trainer

    Kew Yoke Ling

    Yoke Ling is the Founder and Executive Director of KewMann Sdn. Bhd., a Big Data analytics and behavioural science company headquartered in Singapore, with offices in Malaysia and Hong Kong. Yoke Ling has more than 18 years’ experience working with the financial services sector and government organisations to provide innovative solutions.
    He has assisted multiple clients with their digital transformation needs, from the on-premise era to cloud or mobile applications, from data mining to artificial intelligence. Notable clients include ICBC (Asia), Mastercard Asia Pacific, NTUC Income, Lembaga Hasil Dalam Negeri Malaysia (LHDN) and CyberSecurity Malaysia (CSM). Before founding KewMann, Yoke Ling held management positions in CallidusCloud (Asia Pacific), and was with Oracle for more than 8 years. Yoke Ling has a BSc (Hons) in Computing, and a post-graduate diploma from the Chartered Institute of Marketing (CIM).

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