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3 Digisourcing 3 Each offer is a practical package of expertise, technology, market insights and creativity. Its specific purpose is to address directly and measurably a key current or emerging issue faced by clients. In this story, we feature DigiSourcing. Capco s DigiSourcing service enables banks to identify and develop new digital product and service offers for their retail, SME and corporate customers quickly, then to implement, evaluate and evolve them rapidly.

4 4 Digisourcing Banks understand that the expectations and preferences of their customers are evolving faster than ever. Global competitors that hardly existed a few years ago offer constant product innovation and new service delivery styles. The dynamism of the digital consumer experience is putting customer demand on reset on a daily basis. In a Google, Amazon and PayPal world, banks need to achieve velocity speed and direction in the development of their digital offerings. And they must ensure each offering is fully and specifically tailored to their own client base and their needs. They need to do this to defend revenue in key areas such as payments, loans, and investments, as well as to build customer satisfaction and resist loss of market share. Above all, in a digital world, they need to become and remain digitally relevant to a newly developing client base and their expectations. DigiSourcing recognizes that banks want and need to build their digital offer. But they face a unique set of challenges that nontraditional challenger brands do not, typically, have to deal with. These include legacy technology, multiple internal stakeholders, complex organizational silo structures and disparate interests. Often these factors combine to delay development and deployment of new retail, SME and corporate banking offers, particularly in the high profile apps space. DigiSourcing overcomes the obstacles to digital offer development. It provides a focused, dedicated and effective environment for rapid opportunity identification and exploitation. As a result of deploying DigiSourcing, banks can move quickly from initial idea to market impact and insightful feedback. In short, they can establish enhanced client experience at digital speed. DigiSourcing applies a tightly-managed, creativity-led and agile process with four key stages: Ideation, Funnelling, Agile Development Factory, and Product Launch. During Ideation, opportunities to make a real digital difference are identified through a combination of bank experience and insight, external perspectives, vision and targeted market research centered on the customer s view and needs. Funnelling exposes every idea to rigorous expert assessment, with only the most robust and viable concepts going forward to the next stage. The Agile Development Factory builds ideas into apps, quickly and responsively. The output from Product Launch sees best of breed new digital products and services released into the target market and across relevant platforms, including smart phone, tablet, desktop and branch rollout.

5 FIGURE 1 IDEA DEVELOPMENT WITHIN THE CAPCO DIGITAL ECOSYSTEM Digisourcing 5

6 6 Digisourcing Design and implementation of DigiSourcing unit, processes and governance framework Definition of guiding principles and innovation strategy Resources/skills planning and operationalizing staff Communication and Change Management for DigiSourcing (internal and external) Operating the DigiSourcing framework Delivering and executing new products, services and solutions Enhancement and improvement of existing products and services Generating 4-5 digital business opportunities per quarter Tracking, control and iteration of opportunities FIGURE 2. DIGISOURCING AT WORK and revenue. Key learning can quickly be incorporated to build on strengths and address any issues. The key benefits of the output are precision, speed, agility and responsiveness of highly market specific digital products and services. As a by-product, it facilitates an internal change process for the entire organization, leading to improved digital awareness and focus. Precision is achieved through a rifle shot (not scattergun) approach. This closely identifies and profiles target market sectors and segments and their demands, then aligns the most relevant and engaging digital product and service ideas. Speed is achieved through an at-pace approach that produces market ready-to-test prototypes in days and weeks not months and years. Agility is built into the whole eco-system through clear lines of communication, rapid review processes and tight linkage between marketing, technology and senior management stakeholders. Responsiveness is enabled by continuous feedback gathering, based on the key performance indicators of customer engagement, adoption, usage and impact on sales DigiSourcing deals with reality: large and complex bank organizations need practical routes to accelerating design and production of their digital response. DigiSourcing recognizes that an effective innovation culture needs to include a range of expertise, perspectives and stakeholders: effective innovation doesn t happen in isolation. DigiSourcing creates a dedicated digital development environment, bound-to-no-limits container organization acting parallel to the existing "legacy" organization with a clear and shared purpose. DigiSourcing staffing is important. Digital delivery experience, capabilities in humancentered design and user experience, financial domain expertise and a beginner s mind are the ingredients for

7 Digisourcing 7 successful results. With first success stories delivered, the DigiSource staff is gradually rotated within the legacy organization to spread the virus of digital design experience and become the catalyst for change within the organization going forward. A separate unit that does not require a lengthy setup Operated by a heterogeneous team Delivers digital products, services and initiatives via rapid innovation cycles FIGURE 3. SOURCING DIGITAL SUCCESS STORIES BEYOND EXISTING ORGANIZATIONAL STRUCTURES

8 8 Digisourcing Any retail, SME and corporate banking organization that needs to accelerate its digital program, to defend an existing customer base and revenues and to create and exploit new opportunities. DigiSourcing delivers innovative apps and digital services quickly, cost-effectively and successfully. DigiSourcing offers banks a unique combination of vision and action to realize, energize, and productize their retail, SME and corporate-oriented digital banking offer. Using DigiSourcing, they can define, develop, drive, expand and defend key opportunities rapidly in the Digital Space. The expert teams involved are located across Capco, a global organization bringing deep and dedicated financial domain expertise, digital design and delivery capability to our clients wherever they need us to be.

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11 Bernd Richter Ulrich Linnebank Philipp Pohlmann Capco an FIS TM company is a global business and technology consultancy dedicated solely to the financial services industry. We work in this sector only. We recognize and understand the opportunities and the challenges our clients face. We apply focus, insight and determination to consulting, technology and transformation. We overcome complexity. We remove obstacles. We help our clients realize their potential for increasing success. The value we create, the insights we contribute and the skills of our people mean we are more than consultants. We are a true participant in the industry. Together with our clients we are forming the future of finance. We serve our clients from offices in leading financial centers across North America, Europe, Africa and Asia. Amsterdam Antwerp Bangalore Bratislava Charlotte Chicago Düsseldorf Edinburgh Frankfurt Geneva Hong Kong Johannesburg Kuala Lumpur London New York Orlando Paris Richmond San Francisco Singapore Toronto Vienna Washington DC Zürich To learn more, contact us in the UK on , in Continental Europe on , in North America on or visit our website at CAPCO.COM 2015 The Capital Markets Company NV. All rights reserved. T EU

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