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Digital transformation and customer experience program​ in a global bank - case study - why innovation!

Digital transformation and customer experience program​

A leading global private bank with 7,000 employees in 21 countries, managing close to €385 billion worth of assets.

Driven by increasing customer demand, as well as the industrial shift to ‘go digital’, the bank identified the urgency to digitalise its offers and become faster in new product delivery.


The organisation was working in silos with a lack of collaboration between business and IT. Moreover, the IT team was using waterfall approach with a time to market of 18 months.

People had no experience in developing digital applications and were not customer-centric. The company was lacking an innovation culture and agile practices. 

The teams were distributed between Singapore, Chennai and Paris.  

  • Established an Innovation process and set up a Digital Lab to foster creativity.  
  • Structured an Agile organization with adapted governance and new roles. 
  • Trained more than 200 people on new ways of working and mindset. 
  • Delivered the first MVPs in 4 months and launched new client digital applications in 10 markets. 
  • Organized an incremental delivery driven by business value with a time to market reduced to 6 months.