Introducing Digital Advisory Services (DAS) Financial Services Industry Solutions

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2 Introducing Digital Advisory Services (DAS) The Future of Financial Services Financial Services Industry Solutions How to engage with DAS

3 Transformation Value #Digital Tom Schepers Digital Advisor Fin. Services Belux Current Previous Microsoft AXA Bank Europe Education KULeuven (1998) Architecture Banking Technology #Change

4 124 Countries 500 Digital Advisors Over 750+ Engagements

5 Enterprise Commercial Manufacturing & Resources Financial Services Retail Discrete manufacturing Chemicals & agrochemicals Banking & capital markets Insurance Retail Consumer goods Public Sector Government Health Education Civilian government Health Payor Higher education Defense & intelligence Health provider Primary & secondary (K 12) Local & regional government Pharmaceuticals

6 EMPOWER EMPLOYEES to innovate faster and meet client needs ENGAGE CUSTOMERS to help increase relevance, loyalty, and profitability OPTIMIZE OPERATIONS for efficiency, compliance, and risk management TRANSFORM PRODUCTS to unlock new opportunities and achieve growth Creating more personal computing Reinventing productivity and business processes Building the intelligent cloud platform

7 DAS Offers Services Throughout Entire Program Lifecycle Dream Imagine and envision the art of the possible Design Design to realize the value of the vision Deliver Deliver, adopt and realize the vision and value Digital Trends & Insights Digital Envisioning Digital Transformation Planning BVM BVM Technical Architecture 1 *Business Value Modeling (BVM) Adoption & Change Management 1 Value Management & Reporting Notes 1. Orchestrated by Digital Advisor 2. Customer Digital Lab Services can be instantiated on customer Request 3. Digital Maturity Modeling (DMM) or VRF/CMMI Capability Modeling

8 The Future of Financial Services

9 91% of banks and 75% of FinTechs say that collaboration will become an expected way of business and they expect to partner with each other in the future. World Retail Banking Report 2017 Capgemini & Efma Our costs are too high and our agility is too low if we don t change this quickly, we won t be able to compete. CIO of a Global Systemically Important Financial Institution

10 Trusted networks will transform financial services Insurances Opportunity Become enablers of trust in the trusted network Essential Capabilities Move to the Cloud to Participate in the ShareEconomy Customization of products Customization of experience Delivering trust to owners and users Blending of product types Emerging tech will all play a role - AI, Blockchain, Data, IoT, Mixed Reality, etc.. Current Opportunity Existing bank capital Building out the trusted network Future Opportunity All global capital Creating user experiences for various segments Partner with customers, fintechs, and firms that help customers access, grow, and spend capital. Essential Capabilities Migration to the cloud Intelligence to assess customer and fintech behavior recommend next best actions AI to assess risks and fraud in high volumes AI to personalize each experience Blockchain to partner with new organizations Access to experts across the network

11 Financial Services Solution Portfolio

12 Solution ISV Lead Partner Type Lead Delivery Domain Next Best Action Banking Data Insights Customer Experience Management Banking Dynamics Banker Productivity & Collaboration Banking Productivity Risk Compute Banking Secure Infrastructure Customer Insights for Banking Banking Data Insights Fraud Prevention (Sanctions Screening) Banking Secure Infrastructure Risk Analytics Banking Secure Infrastructure Banking Platform as a Service Banking Modern Apps On horizon/special ISV Lead Partner Type Lead Delivery Domain Online Fraud Detection Banking Data Insights Blockchain (Special Case) Banking Modern Apps Digital Onboarding Banking Modern Apps Productivity

13 Solution ISV Lead Partner Type Lead Delivery Domain Next Best Action for insurance Insurance Data Insights On horizon ISV Lead Partner Type Lead Delivery Domain Digital Onboarding Insurance Modern Apps Productivity

14 Financial Services Industry Solutions

15 NEXT BEST ACTION IPAT - Financial Services A deployment of the Next Best Action solution from VeriPark for retail and commercial banks delivered by Microsoft Consulting Services (MCS). The Next Best Action solution aims to: Improve a bank s share of wallet by using sophisticated rules, analytics, and algorithms to better predict customer needs and in turn offer more relevant offers through a bank s self-service and assisted channels. Improve customer satisfaction by ensuring the bank s offers are more relevant to them and by providing the bank with the capability to proactively deliver relevant alerts to customers. Increase efficiency and offer predictable outcomes by providing a pre-built fully featured solution for delivering predictions and alerts to customers and offering the ability to prioritize offers based on their potential profitability for the bank. Data loaded to Azure as part of the solution can be encrypted. IMPLEMENTATION OFFER What customer gets Est. time-to-value Cortana Intelligence solution to determine & expose upsell opportunities D365 with banking data model (optional) 12 Weeks (9 for a pilot) BUSINESS CHALLENGES SOLUTION BENEFITS EXPECTED OUTCOMES Improve cross-sell ratios. Improve profitability. Replace less sophisticated offer prediction systems. Avoid uncertainty associated. with data science projects aimed at building bespoke predictive analytics systems. Finished solution for computing relevant cross-sell offers and customer alerts. Offers can be prioritized according to potential profitability. API that can be used to deliver offers and alerts via inbound self-service and assisted channels or outbound channels. Rapid time to impact cross-sell ratios and profitability. Fully featured solution allowing the bank to define offer eligibility rules and the rules for presenting alerts. Models may be extended by the bank. Scalable solution with limited infrastructure investment required. Improved cross-sell ratios typically measurable in 3-6 months from project commencement. Improved customer satisfaction through delivery of relevant alerts and offers. Improved certainty of project success relative to investing in bespoke analytics efforts.

16 CUSTOMER EXPERIENCE MANAGEMENT (CEM) IPAT - Financial Services A fast time-to-value deployment of Dynamics CRM Online and the VeriTouch product from VeriPark delivered by Microsoft Consulting Services (MCS). The nine-week time-boxed engagement demonstrates the value of an initial set of CRM capabilities based on selected scenarios: Improve sales productivity by giving sellers access to complete information about every customer along with proactive offers tailored to customers needs through an easy-to-use set of tools. Drive customer satisfaction with a service dashboard and complaints management system that helps your people resolve customer issues and requests faster. Increase operational efficiency with 360 dashboards, analytics, and performance management that help make marketing, sales, and service activities easier to track and execute IMPLEMENTATION OFFER What customer gets Est. time-to-value Additional notes D365 CRM and VeriTouch deployment for three business scenarios including FSI data model, workflows and dashboards 9 Weeks Three business scenarios selected during discovery workshop. BUSINESS CHALLENGES SOLUTION BENEFITS EXPECTED OUTCOMES Retain and attract new customers. Improve profitability (up sales and cross sales). Integrate siloed customer systems of record. Provide integrated 360 customer views. Enable Sales and prospect management. Enable Marketing campaigns mgmt. Enable Complaints management 360 customer views. Rapid implementation of a high value, cost effective solution built for banks. Microsoft Dynamics CRM Online leading platform easily expandable to other scenarios with low total cost of ownership. First phase to a full CRM implementation. Adoption Roadmap to expand to other business scenarios and LOBs.

17 BANKER PRODUCTIVITY AND COLLABORATION (BP&C) The BP&C solution is designed to position the value of Microsoft Productivity solutions in the Banking and Capital Markets industry. It positions a number of complementary Microsoft Services offers that can help banks plan and implement these solutions effectively. Drive stronger client connections and improve revenue by providing relationship managers with modern productivity tools which reduce administration time, enable easy collaboration with peers and therefore increase time spend with clients. Increase productivity by enabling bank employees to work securely from anywhere on any device offering a seamless, simplified and personalized experience. Meet compliance and regulatory requirements by ensuring security, privacy, and control of customer and financial data. Reducing compliance complexity and cost, efficiently respond to regulator requests, protect data, and effectively resolve compliance issues. IPAT - Financial Services IMPLEMENTATION OFFER What customer gets Est. time-to-value Dependent on customer requirements for the Modern Workplace. BP&C is a collection of relevant implementation offerings for O365, EM+S, Windows weeks BUSINESS CHALLENGES SOLUTION BENEFITS EXPECTED OUTCOMES Lack of collaboration and best practice sharing Poor workplace mobility Siloed teams Increased cyber-threats Compete against very agile nontraditional competitors Increased regulatory burden Describes scenarios in which Banking personas gain most value from Productivity and Collaboration tools Identifies Services Offers that help the customer advance these scenarios Implement relevant offers Improved mobility and sharing. Connect with colleagues in a frictionless and natural way. Increase agility and speed of accessing real time data and make faster decisions. Limiting cyber-threats and prevent data loss. Improved productivity and enhanced levels of staff satisfaction. Deliver a modern and collaborative secure digital workplace. Positioned to meet future regulatory requirements.

18 RISK COMPUTE IPAT - Financial Services An MCS implementation project to extend a bank s existing grid computing capacity into Azure or to establish a new compute grid in Azure. The Risk Compute solution aims to: Dramatically improve the time take to perform valuation and risk calculations that use grid computing. Meet future capacity needs for additional calculations required in terms of forthcoming regulations. Avoid significant investment in IT infrastructure that may only be used for relatively short periods each day or week during calculation runs. Establish sound operating principles and service management practices for the ongoing use of grid computing in Azure. Risk Compute workloads may be amongst the first major production workloads for which banks choose to leveraging Azure. IMPLEMENTATION OFFER What customer gets Est. time-to-value High performance compute grid deployed in Azure integrated with bank infrastructure & processes 8 weeks BUSINESS CHALLENGES SOLUTION BENEFITS EXPECTED OUTCOMES Reduce time taken to complete valuation and risk calculations. Increase capacity for future regulations likely to require additional calculations such as Fundamental Review of the Trading Book ( FRTB ). Reduce CAPEX on IT infrastructure supporting calculations. Extend an existing compute grid into Azure or establish a new grid in Azure. MCS Implementation offer caters for customers using TIBCO DataSynapse Grid or Microsoft HPC pack as their grid technology. Implement associated service management processes. Rapid cost effective expansion of grid computing capacity resulting in increased calculation capacity. Processes established to confidently operate the Azure portion of the solution on an ongoing basis Improved calculation run times. Reduced calculation development and test times. Reduced IT infrastructure CAPEX relative to alternatives. Positioned to meet future regulatory requirements.

19 CUSTOMER INSIGHTS FOR BANKING (CIB) Microsoft Services help financial organizations understand their customer s journey and effectively improve the customer experience by harnessing the value of their data sources from all lines of business and past interactions: Employees personalize and optimize the next customer interaction through complete 360 views. Advanced analytics draw actionable insight at every interaction. Microsoft Cloud and Cortana Intelligence Suite enable structured and unstructured data aggregation from siloed and disparate sources in a fast, secure and scalable fashion. IPAT - Financial Services IMPLEMENTATION OFFER What customer gets: Est. time-to-value Additional notes Actionable Customer 360 dashboard based on Azure ML model of choice and data aggregation in the cloud 10 weeks A high-value Customer Journey scenario is selected for implementation during Business Opportunity workshop BUSINESS CHALLENGES SOLUTION BENEFITS EXPECTED OUTCOMES Need to improve customer experience to differentiate, and remain competitive. Customers are willing to switch institutions for better personalized service. Traditional Analytics systems have long cycles and high costs. Need agility Leverage all data sources to understand customer s digital footprint. Use Advance Analytics to draw actionable insight near real time. Microsoft Cloud enables agile data experimentation. Improve customer understanding and optimize customer interactions with a fast time-to-value and cost effective solution. Harness the value of all data sources Democratize predictive analytics and access to insights. Obtain customer insight and optimize interactions with actionable 360 views. Prove the rapid value of Microsoft CIS leading to further discussions around data management modernization and other advanced analytics business scenarios. Deliver a roadmap for operationalization and relevant new service offers.

20 FRAUD PREVENTION (SANCTIONS SCREENING) An MCS offer to assist in the implementation of the AppSource Sanctions Screening solution from Temenos. The implementation offer aims to: Establish foundation technologies and processes necessary for the use of Azure for production solutions this work is more significant if the bank chooses to use the Screen solution in their own subscription (see the options available in the Solution Playbook). Optimize the implementation to support real-time integration with transaction systems that will call the sanctions screening solution as well as batch processes to regularly upload and screen customer lists. Establish operations processes for ongoing reliability. The MCS offer leverages the Secure Infrastructure Hybrid Cloud Foundation to deliver the above. Engagement is typically in conjunction with Temenos or a Temenos partner. IPAT - Financial Services IMPLEMENTATION OFFER What customer gets Est. time-to-value Integration of the Temenos Sanction Screening solution running on Azure. Delivered in conjunction with Temenos or a Temenos partner. 6-8 weeks BUSINESS CHALLENGES SOLUTION BENEFITS EXPECTED OUTCOMES Improve transaction screening to prevent fraud and ensure regulatory compliance. Enhance performance of screening processes. Avoid significant implementation and management costs associated with upgrading existing systems. High performance SaaS* based transaction and customer screening with low false positive rates. Robust integration with on-premise payments systems. Operations and Service Management processes established as part of the deployment. *Option for deployment to customer s own subscription if required see Solution Playbook Advanced sanctions screening including sophisticated name matching and case management capabilities with limited IT investment. Scales to meet peek transaction volumes as required. Continually enhanced SaaS solution. Predictable impact on sanctions screening productivity and in particular on false positive rates in a few months.

21 RISK ANALYTICS (NUMERIX FRTB) An MCS solution to assist in implementing the Numerix Fundamental Review of the Trading Book (FRTB) solution: Establish on-premise data aggregation / staging environments used to submit position and market data to the model. Establish processes to land data supporting FRTB calculations in the cloud for processing, implementing data masking if required. Configure scheduled modelling runs and establish operations processes for reliable solution support. Typically delivered in conjunction with Numerix or a Numerix partner. IPAT - Financial Services IMPLEMENTATION OFFER What customer gets Est. time-to-value Integration of the Numerix FRTB SaaS solution on Azure with customer systems and infrastructure. Delivered in conjunction with Numerix or another partner. 8 weeks BUSINESS CHALLENGES SOLUTION BENEFITS EXPECTED OUTCOMES Meet new regulatory requirements for risk capital modelling. Avoid significant investments in infrastructure while enhancing modelling capacity. All-inclusive SaaS* solution for most risk modelling calculations. Scales to meet calculation requirements. *Option exists to deploy to customer s own Azure subscription Rapid implementation of a solution that meets most regulatory requirements for risk modelling. Limited infrastructure investment required. Predictable implementation timings. Risk modelling teams are empowered to perform required calculations. Bank operations teams are able to offer reliable support for accessing and working with the SaaS solution.

22 BANKING PLATFORM AS A SERVICE (BPaaS) Microsoft Services help financial services organizations understand the business opportunities and explore new business models with strategic partnerships by opening their core banking products through APIs. The European Second Payment Directive (PSD2) and UK Open Banking regulation initiatives are catalysts for disruptive digital transformation: IPAT - Financial Services IMPLEMENTATION OFFER What customer gets: Deployment of APIM on Azure Secured Infrastructure; Implementation of Open Banking APIs, Sample Apps, Power BI Telemetry dashboards Banks provide a plug-and-play platform to enable 3 rd parties to build innovative solutions via APIs Banks become agile innovators and enhance their products and services leveraging fintechs and other partnerships to create new channels, new revenue streams and new business models The Banking Platform is secure, scalable and provides disruptive technological capabilities for data insights and hybrid integration with legacy systems and extensible to blockchain, AI Est. time-to-value Additional notes 22 weeks MVP solution implements Open banking and PSD2 APIs. It can be scaled up or scaled down based on customer needs. BUSINESS CHALLENGES SOLUTION BENEFITS EXPECTED OUTCOMES Banks need a secure, cost effective and scalable solution that will enable them to innovate alongside 3rd parties with agility to test out future business models in the API economy Banks need to comply with Open Banking and PSD2 regulations by providing access to 3 rd parties via APIs by January 2018 Enable a Banking Platform leveraging Azure Cloud to provide the most comprehensive technological ecosystem that is secure, open, scalable and cost effective Speed up innovation and agility alongside 3 rd parties that meets regulatory requirements Extend platform for a competitive advantage with disruptive Open new channels by embracing the API economy and leverage 3rd parties to bring innovative solutions in a secure way Experiment and build new products and services with agility Monetize digital assets to provide incremental revenue opportunities and proving customers more choice and reasons to stay Banks transform their business to capitalize on the API economy and monetize digital assets Banks stay ahead of the competition and secure win-win relationships with 3rd Parties Banks comply with regulation and take advantage of the scale, security, cost and disruptive technologies of the Azure cloud

23 BLOCKCHAIN INNOVATION (Horizontal solution) Innovation with Blockchain Microsoft Services FSI team is collaborated closely with Digital Advisory Services, Applied Innovation, Modern Apps and Early Adoption Program teams to bring forward the innovation agenda for Financial Services with Blockchain IPAT - Financial Services IMPLEMENTATION OFFER What customer gets: Blockchain as a service deployed in Azure (Ethereum) and apps. for users to interact with it Help Financial Services organization explore the business opportunity of blockchain scenarios for FSI Explore the art-of-the-possible with the horizontal Modern Apps Value-Exchange App Essentials offer that conducts a business hackathon to land a qualified business scenario that can lead to a MVP POC in Blockchain. These incubation offer will provide field teams with an opportunity to gain a seat at the table with the Innovation Agenda and Business Strategy CxOs and will open doors for more advanced cloud workloads. Est. time-to-value Additional notes 10 weeks The solution is horizontal via Modern Apps PA. Financial Services top scenarios have been identified and can be leveraged with horizontal offer. See blockchain scenarios for FSI. BUSINESS CHALLENGES SOLUTION BENEFITS Understand the opportunity and business value of Blockchain Learn multiple technologies and validate the value of Blockchain Conduct a Business hackathon with Business and Technology teams to explore high-value innovation scenarios Gain visibility to the art-of-the possible with Blockchain Identify a business scenario and validate the value of innovative technologies with a fast MVP PoC. Understand how Blockchain and Digital Smart contracts can bring value to your organization. Build capabilities in your organization around Blockchain Technologies Better understanding on how Blockchain can be leveraged to transform your business. Better understanding on an innovation roadmap for the organization.

24 DIGITAL ONBOARDING for BANKING IPAT - Financial Services Digital Onboarding for Banking innovates how customers can digitally interact with a bank and provide an enhanced onboarding experience powered by Artificial Intelligence (AI). The Digital Onboarding solution aims to: Enhance the customer experience by providing a seamless and innovative digital onboarding experience leveraging an intelligent bot that can assist with financial product selection and the capability of a warm-transfer to a remote banker. Reduce the cost of onboarding new customers and assisting existing customers by eliminating offline processes such as branch visits and paper based communications. Increase banker productivity by enabling skills-based routing. Giving customers the ability to communicate with subject matter experts based on skill sets by initiating a conversation (IM, voice or video) directly from their browser/mobile. Pooling of the banks resources provides specialist skills to more customers. IMPLEMENTATION OFFER What customer gets Est. time-to-value Customer onboarding Bot developed using MS Bot Framework & Cognitive Services with warm transfer capability built on Skype for Business. 7* weeks BUSINESS CHALLENGES SOLUTION BENEFITS EXPECTED OUTCOMES Escalating cost of customer acquisition Disruptors providing faster and convenient access to financial services Gen Y and Gen Z expect an innovative customer experience Compete against agile nontraditional competitors An intelligent and innovative onboarding Bot developed using the Microsoft Bot Framework & Cognitive Services Microsoft Services developed skills-based routing solution, built on Skype for Business including warm transfer from Bot to remote banker capability Improve customer engagement and loyalty Lower cost of acquiring customers Improve banker productivity Enhance brand value and trust Increase business agility Deliver a seamless and innovative digital onboarding experience Enhanced customer experience with faster access to services Drive customer service and digital channel innovations Providing frictionless customer experience at the first touch point

25 How to engage Digital Advisory Services

26 Ideate Imagine and envision the art of the possible and document your digital journey. Deliver Bring your plans to life. Deliver, adopt and realize the vision and value. Design Design to realize the value of the vision. Roadmap and planning for your desired state.

27 Ideate, and document your digital transformation journey. Contact a DA for a Digital Transformation workshop Tom.Schepers@Microsoft.com Who, where, when, how? DA & MSFT account team facilitates Location can or customer locations Date/time to be agreed Customer contact person to help to prepare Full day Q&A Build a digital innovation lab. Bring your Book of Dreams to life. Recruit and form your digital transformation unit.

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29 DIGITAL ONBOARDING for INSURANCE Digital Onboarding for Insurance innovates how customers can digitally interact with insurance companies and provide an enhanced onboarding experience powered by Artificial Intelligence (AI). The Intelligent Onboarding solution aims to: Enhance the customer experience by providing a seamless and innovative digital onboarding experience leveraging an intelligent bot that can assist with insurance product selection and the capability of a warm-transfer to a remote broker or agent. Reduce the cost of onboarding a new customer and selling new product to existing customers by eliminating offline processes such as office visits and paper based communications. Increase agent/broker productivity by enabling skills-based routing. Giving customers the ability to communicate with subject matter experts based on skill sets by initiating a conversation (IM, voice or video) directly from their browser/mobile. Pooling of the insurance company s resources provides specialist skills to more customers. IPAT - Financial Services IMPLEMENTATION OFFER What customer gets Est. time-to-value Customer onboarding Bot developed using MS Bot Framework & Cognitive Services with warm transfer capability built on Skype for Business. 7* weeks BUSINESS CHALLENGES SOLUTION BENEFITS EXPECTED OUTCOMES Escalating cost of customer acquisition Disruptors providing faster and convenient access to financial services Gen Y and Gen Z expect an innovative customer experience Compete against agile nontraditional competitors An intelligent and innovative onboarding Bot developed using the Microsoft Bot Framework & Cognitive Services Microsoft Services developed skills-based routing solution, built on Skype for Business including warm transfer from Bot to remote broker capability Improve customer engagement and loyalty Lower cost of acquiring customers Improve broker/agent productivity Enhance brand value and trust Increase business agility Deliver a seamless and innovative digital onboarding experience Enhanced customer experience with faster access to services Drive customer service and digital channel innovations Providing frictionless customer experience at the first touch point

30 NEXT BEST ACTION FOR INSURANCE Next Best Action for Insurance A deployment of the Next Best Action solution from VeriPark for insurance companies delivered by Microsoft Consulting Services (MCS). The Next Best Action solution aims to: IPAT - Financial Services IMPLEMENTATION OFFER What customer gets Cortana Intelligence solution to determine & expose upsell opportunities D365 with banking data model (optional) Improve the share of wallet by using sophisticated rules, analytics, and algorithms to better predict customer needs and in turn offer more relevant offers through self-service and assisted channels. Improve customer satisfaction by ensuring offers are more relevant to them and by providing the insurance company with the capability to proactively deliver relevant alerts to customers. Increase efficiency and offer predictable outcomes by providing a pre-built fully featured solution for delivering predictions and alerts to customers and offering the ability to prioritize offers based on their potential profitability. Est. time-to-value 12 Weeks (9 for a pilot) BUSINESS CHALLENGES SOLUTION BENEFITS EXPECTED OUTCOMES Improve cross-sell ratios. Improve profitability. Replace less sophisticated offer prediction systems. Avoid uncertainty associated. with data science projects aimed at building bespoke predictive analytics systems. Finished solution for computing relevant cross-sell offers and customer alerts. Offers can be prioritized according to potential profitability. API that can be used to deliver offers and alerts via inbound self-service and assisted channels or outbound channels. Rapid time to impact cross-sell ratios and profitability. Fully featured solution allowing the bank to define offer eligibility rules and the rules for presenting alerts. Insurance data models may be extended by the insurance company. Scalable solution with limited infrastructure investment required. Improved cross-sell ratios typically measurable in 3-6 months from project commencement. Improved customer satisfaction through delivery of relevant alerts and offers. Improved certainty of project success relative to investing in bespoke analytics efforts.

31 Solutions for Banking: How We Get from Customer Pain Points to Solutions Business Imperative: We Must Create a Personalized Banking Experience thru Analytics 1 Workshop: mapping all Customer data sources 2 Customer Insights for Banking Solution: Build data models based on real-time business strategy + train on Cortana Intelligence Suite 5 Design + Develop: Reporting dashboard 6 Digital Onboarding Offer: Implement Social Listening via ChatBot 9 Next Best Action Offer: Pilot 10 Next Best Action: implementation of all channels and all products 3 Identify: one new customer segment business case 7 Dynamics 365 CRM: Build real-time Omni Channel synchronization in phased approach 4 Pilot: new predictive data models + capture new customer segments 8 Complete: remaining phase Omni Channel implementation, function backlog, and roadmap 11 Kick-off Discussions: about implementing new products and revamp business models SOLUTIONS Color Key Consulting Engagement 1 st Party (MCS Services) Solution Industry Solution 3 rd Party Solution Notes: Project Milestones Envisioning data workshop conducted by Digital Advisor, Industry Architect, with participation from Adoption Change Management Customer Insights for Banking Solution: Map data queries, flows, Cortana Intelligence Suite Millennial engagement envisioning design, ROI analysis by BVA team & DA/IA Design/Build robust BI Reporting Design and develop additional reporting Digital Onboarding: Bot framework, Dynamics 365 CRM (phased approach) Complete all CRM channels and backlog functionality Next Best Action Offer (1 channel/product) Next Best Action Offer (all channels/products) 31