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The future of banking Mika Burman Götz
“Banking is necessary. Banks are not.” Bill Gates, Founder of Microsoft
The reality around us
Exceeding
expectations
Cheaper, simpler, faster
Mobility and availability
Personalization
Seamless and
omnichannel
New
technologies
IoT
(Internet of Things)
Robotics
Advanced analytics/
AI/Machine Learning
Big data and
computing power
Digital interfaces
What we set out to do - 2015
To deliver world class service to our customers
Focus areas
2. Digitise customer journeys 1. Reinvent service model 3. Create sustainable value
Target: #1 by customer satisfaction 7
SEB Experience Center
New WoW when digitising customer journeys
12
Team Frontend
Team Business
Team Backend
One backlog
From silos… …to cross-functional teams
Business
IT
UX
Common
understanding
New skills
Speed
Create sustainable value
13
Increased sustainability focus in
strategy funds
Svanen-labelled fund
launched
Sustainability integrated in credit policy
SEB Hållbarhetsfond Global launched
Building inhouse capacity to implement strategy
The journey to…
…deliver world-class service to our customers continues