招行零售金融3.0数字化转型实践

Retail Finance 3.0: China Merchants Bank’s practice of digital transformation

在成本受到约束的情况下,做到'海量客群'和'优越体验'的双达成。一言以蔽之,在'海量客群''极低成本'与'优越体验'之间兼顾并取得平衡,是招行在零售金融3.0时代取得领先的制胜关键。周一早上,无锡白领小周坐在公交车上,习惯性打开招商银行App,登录'小招养鸡场'完成签到任务,分享到朋友圈,收获了今天的'鸡蛋'。

Chen Kunde,Chief Information Officer of China Merchants Bank,believes that digital transformation is a radical reform led by technology,bringing about profound changes into the business model,management model,and organizational model of enterprises.This is first and foremost reflected in the full discovery of the in-depth needs of customers.The digital age has given a very different meaning to the slogan'customer-centered'.Being'Customer-centered'is no longer simply collecting customer feedback and continuously improving its services.Instead,it means using digital technology to capture the core needs of customers at the moment and make innovation on this basis in order to foster the core competitiveness of the business,that is,'realtime strategy'as we often say;second,we must creatively expand the area and means of services.We should explore new sources of income,new products and services,and new business models to achieve the common growth of banks and customers;finally,to realize a radical shift in organizational governance ideology.