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Customer Journey Design to drive Digital Transformation

19th October 2017, London

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Venue: South Place Hotel


In the new era of digital market environments, adapting and taking advantage of digital technologies are key factors for financial institutions aiming for growth.  The urgency of acting is high. According to McKinsey, “banks have three to five years at most to become digitally proficient. If they fail to take action, they risk entering a spiral of decline similar to laggards in other industries.” Yet, few institutions appear to be doing the necessary changes to achieve these goals. To avoid Banking’s “Kodak moment” action must be taken now.

Institutions are challenged with meeting the expectations of increasingly sophisticated customer, while striving to improve operation efficiency and performance within a highly regulated environment and struggling with the typical limitations and complexity of IT legacy systems.

Technology becomes more and more essential to this new era of digitalization. To capture its value, financial institutions need to shift the focus from products to customer and from channels to access. Driving a digital transformation it requires a high level of collaboration between cross-bank initiatives to develop crucial strategies that include a customer-centered journey design approach, the unlocking of data from products and processes through a data-driven approach, and agile development approach to meet the demanding market changes.

The new industry leaders are those that deliver the best user experience, for both customers and employees, as well as design their operations for the speed and connectivity required for this new playing field. Though the macro challenges are similar, it will be up to each financial institution to design the right strategy with the right partners to emerge successful in the years to come.


6:00 – 6:30 pm – Welcome Reception & Cocktails
6:30 – 6:40 pm – Introduction from Master of Ceremonies
6:40 – 7:00 pm – Keynote Speaker
7:00 – 9:00 pm – Three-course dinner complemented with table discussion points
9:00 – 9:30 pm – Wrap up and closing remarks from Novabase

Discussion Topics

  • Digital Transformation: Top-down vs Bottom-up? Disruptive vs Phased
  • API Economy: creating value from the API economy?
  • Business Transformation as the foundation for Digital Transformation

Keynote Speakers


Jorge Rodrigues, Novabase Products R&D Executive
Has been working on Digital Transformation for 20 years in different industries. Jorge’s main focus is on how IT strategy and architecture play key roles in driving business transformation, while packaging digital assets to accelerate it.


Chris Skinner, Chairman, Financial Services Club UK
Known as an independent commentator on the financial markets and fintech through his blog, the Finanser.com, as author of the bestselling bookDigital Bank and its new sequel ValueWeb.

About Novabase

With almost 30 years of experience, supporting business transformation and implementing complex projects around the world, Novabase’s team has been assisting the Financial Services sector and delivering results with specialized finance solutions.

Novabase has become Portugal´s leader in IT. It is listed on Euronext Lisbon stock exchange since 2000 and is part of the PSI 20 and Euronext Tech 40 indices.

Novabase Services and Products cover Financial Services, Telecommunications, Government, Transports & Energy industries. With three business lines, namely Business Solutions, Neotalent and Venture Capital, we cover 37 countries in 4 continents.

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