LEADERSHIP
38 cial institution worth its salt is on a digital transformation journey , but MacRae advises it doesn ’ t need to happen all at once and Avaya can guide organisations through each stage . “ It ’ s not just about understanding what ’ s out there and the art of the possible , but it ’ s also about ensuring we understand our customers exceedingly well . Where are they ? What technology have they got today ? What is the customer experience they ’ re offering currently and what would they like to be offering ?”
Often , that customer experience is the place to start when developing digital strategies in banking .
“ It ’ s a big conversation , a big journey , and it won ’ t stop ,” MacRae adds . “ They ’ ll do each piece at a time , but technology is being adopted and altered so quickly – my sons for example will be demanding different experiences in the next five to 10 years than I ever will , and most certainly more than my parents .” The solution does not have to lie in building stacks of technology in-house ,
JULY 2019