Sibos: Exploring the Human Side of Innovation and Digital Adoption
When it comes to digital transformation, most people think about technology and innovation.
There is an emphasis on new digital capabilities like online services, mobile apps, and chatbots. But digital transformation doesn’t happen without people discovering, learning, and adopting innovations, products, and services. At the Sibos conference in London, we had the opportunity to talk about innovation, digital transformation and its impact on people. As companies race ahead with digitalization, Horizn CEO Janice Diner said it is imperative to pay attention to employees who need to learn about new innovations and customers who have to adopt it.
“If you don’t take the time to put in place processes and structures to enable people to understand what you’re doing, understand new features coming to market, and be able to talk about digital, you’re missing the mark.”
Whether it is a bank’s customers or employees, two key pillars for digital adoption fluency and confidence.
Employees need to learn about new innovations, so they can engage and connect with customers. These conversations can happen hip-to-hip in-branch and in call centers. When an employee is knowledgeable, a non-digital customer can be converted into a new digital customer and digital customers can be activated to embrace more innovations.
Since Horizn launched its digital adoption platform, our bank clients globally have experienced a 25% increase in digital adoption and converted 20% of non-digital customers to mobile banking using our in-branch demo module.
Horizn is different from traditional learning management systems because our platform has a unique combination of micro-learning, user-friendly simulators, gamification, and in-depth analytics. We transform how bank employees learn. When you make learning fun, digital confidence and fluency result in a very short period of time. In six to eight weeks, we get an average of 85% of a bank’s workforce up to speed digitally and demoing new products to customers.
Horizn’s platform also helps a bank’s customers discover, learn, about, and adopt new and existing digital innovations.
We enable banks to provide their customers with always-on access to “how-to” learning. Banks have embedded our simulators on their Websites, chatbots, mobile apps, and marketing activities. Our simulators show customers the value of digital products and how to successfully use and adopt them. From a marketing perspective, Diner said that digital has to be more than awareness.
“When you think of typical marketing, a Website, for example, just tells them that Apple Pay is a cool feature. You’re not telling customers about how to use Apple Pay and how they set it up. What if you could do that as part of your marketing?”