EAST WEST BANK
world , Shi is well-aware of the importance of consistency , particularly with regards to omnichannel capabilities . Demonstrating reliability and friendliness helps to generate steadfast customer loyalty , regardless of whether they are visiting brick-and-mortar EWB locations or accessing its digital banking platform .
Developing a partnership ecosystem All of the progress that EWB has made in recent years , in terms of digitisation and the customer experience , would have been impossible without a sound ecosystem of partners each fulfilling a vital role in the journey .
“ Our ability to succeed in digital required us to have an ecosystem of partnerships that became a part of what we call our ‘ digital core ’,” says Nambiar . “ This need was important for us – for a bank that we build in the cloud to be able to have partners who are nimble enough to make necessary changes , be digital-first in their thinking and bring a huge amount of their expertise to the table from the very get-go .”
Three organisations with a considerable role in developing digital banking capabilities , omnichannel communication , and digital onboarding are : SalesForce , FIS and Wipro .
“ SalesForce has been a pretty critical partner for us . They have a purpose-built industry functionality that we ’ ve been able to fully leverage , allowing acceleration in our pace of innovation ,” Nambiar continues . “ Initially , they started out purely as a digital onboarding platform for us , but their ability to have complex usecase management for workflows and case management that could be configured
212 July 2022