Adaptive Change Our Digital Journey ERION SERTI Head of IT Division

! Your customer needs and perspective do What Digital journey is not ...it is not just another fancy user interface ...it is not about technology ...it is not a final state ...it is not a project ! Digital and technology do not matter. Your customer needs and perspective do

A profound transformation of business and organizational activities, processes, competencies and models to fully leverage the changes and opportunities of digital technologies to deliver outstanding customer experience

Digital transformation isn’t about achieving some final state, but rather building change as a core competency Mindset

Steam engine revolution Digital transformation is an industrial revolution Industry 4.0 Digital Computer chips Mass Production At the heart of 4th industrial revolution is the digital transformation Steam engine revolution

“We see ourselves as a technology company with a banking license.” Disruptive in all industries; Evolving jobs; Breaking down silos, drastic increase of importance of IT Big data more important than ever Advanced analytics and artificial intelligence mainstream connectivity will accelerate digitalization “We see ourselves as a technology company with a banking license.” CEO of City Bank

Why take the journey? By 2020, every business will become either a digital predator or digital prey… The prey will remain Digital Dinosaurs, unable to evolve their proven business model until it’s too late” Forrester Research

Evolve, don’t die, don’t be a dinosaur Uber, the world’s largest taxi company, owns no vehicles.​ Facebook, the world’s most popular media owner, creates no content.​ Alibaba, the most valuable retailer, has no inventory.​ Airbnb, the world’s largest accommodation provider, owns no real estate.​ “It is not the strongest of the species... nor the biggest that survives. It is the one that is the most adaptable to change” - Charles Darwin

Journey of Digital Banking in Raiffeisen Albania

New engine of change; CEO The most unique aspect of this technology trend is that transformation is being driven from the top, personally mandated by the CEOs.

Foundations Design thinking Agile change Mindset change Elevator hub Empower people Rapid decision-making Elevator hub Innovation garden Fintech collaboration Adaptive Fintech’s Cloud adaption Advanced analytics Build customer centric Digital assistant Process Tech Collaborations Technology

Working together

CLASSICAL MODEL INTERNALLY FOCUSED NEW MODEL BUILD AROUND HUMAN NEEDS Focus on Customer CLASSICAL MODEL INTERNALLY FOCUSED NEW MODEL BUILD AROUND HUMAN NEEDS INTERNAL FOCUS PEOPLE FOCUS Infrastructure Customer Process Process Customer Infrastructure Software 2 options for starting Network Software Network Design starts from inside-out Design starts from outside-in

Culture Transformation for Banking Work Play REPEAT ACHIEVE DEEPER INSIGHTS ON WHAT OUR CUSTOMERS NEEDS ARE TODAY AND TOMORROW IT STARTS WITH UNDERSTANDING BUILDING PRODUCT PROTOTYPE AND DESIGN USER EXPERIENCE Talking to our customers analyzing Data from call center, web analytics, complaints, transaction history, patterns SHOWING TO OUR FRIENDS, FAMILIES, CUSTOMERS VALIDATING AND UNDERSTANDS THEIR NEEDS

What is coming next... ​ Open Banking Digital Assistant BlockChain

We are looking for talents. If you like this and want to be part of the future join us! We are looking for talents.

Thank You!