NADEEN MATTHEWS BLAIR – CHIEF

DIGITAL AND MARKETING OFFICER (NCB)

NCB formally embarked on

its digital transformation

journey in 2015

…with three objectives

1) Enhance the

customer experience

2) Enhance efficiency

3) Transform business

model for long-term

viability

Decision to pursue a digital

transformation anchored in

two fundamental beliefs

Disrupt or be disrupted

App

Website

Paperless

ERP

CRM

What is digital

transformation?

Transition from product centric to customer

journey centric platform models characterised

by simplicity, ease, speed, convenience, delight

and powered by digital technology, artificial

intelligence and partnerships.

What digital transformation means

for NCB

Our experience to date…

2015-2016 2017 2018

• DEFINED DIGITAL AMBITION

• LAUNCHED NEW DIGITAL

PRODUCTS

• EVALUATED AND REFINED

APPROACH

• LAUNCHED 1ST AGILE

LAB

• ACCELERATED

DIGITAL

TRANSFORMATION

• EVALUATED AND

REFINED APPROACH

• SCALED UP AGILE

LABS

• EVALUATED AND

REFINED

APPROACH

• STEPPED UP

DIGITAL AMBITION

1. Greater speed to market

○ Credit card alerts

○ Account opening - Deposits

2. Enhanced team collaboration

3. Greater customer centricity and adoption

Agile has enabled

acceleration of our

digital transformation

HALLMARKS OF AGILE

WAY OF WORKING

1. Collaboration and empowerment

2. Customer centricity

3. Test and learn/ Continuous improvement

Lessons Learnt

1. It is not about the technology

2. Tremendous value to be unlocked

by bringing together and

empowering cross-functional teams

3. Focus on end-to-end journeys

4. Partnerships are key

5. Digital and Agile are mindsets

6. Ensure team understands case for

change and share successes

7. Continuous learning and

improvement is the name of the

game – learn it all not know it all

Challenges/

Considerations 1. Talent

2. ICT

3. Culture Transformation

4. Cybersecurity

1. Ensure digital transformation is on the CEO Agenda

2. Establish a digital transformation ambition

3. Create your change story that articulates the case for transformation and

syndicate with team members

4. Start small - Prioritise and select a customer journey for re-imagination and

select cross-functional team with right mind-sets to address the problem

5. Scale up quick wins and share successes

6. Continue to test, learn and improve

1. Scaling agile way of working

2. Leveraging advanced

analytics and artificial

intelligence

3. Moving from product to

platform