Resultados da busca

Cloud technology has revolutionized the ways in which back-office systems exist and operate. In years past, costly standalone applications may have been employed in order to keep an Ombudsman system up and running properly. However, the rise in popularity of the cloud has also given rise to cloud-based solutions. CPQi’s specialists transformed an Ombudsman system by redesigning it from a standalone application into a component within a larger Salesforce Community Cloud solution. This allowed for the system to work with much greater efficiency, scalability, and high-level security. Our teams at CPQi can help you to achieve your goals by proposing, architecting, developing, and implementing Salesforce solutions. In this article, we will discuss how we redesigned and implemented the Ombudsman back-office system and the resulting benefits of the project. The Challenge of the Ombudsman Back-Office System Working with an Ombudsman system requires a tremendously high level of attention to detail. The Ombudsman back-office system is responsible for handling issues related to fraud, denunciation, investigation, and harassment, making it a vital component to any bank’s infrastructure. The CPQi team is highly experienced in providing Salesforce configurations, customizations, and consulting to our clients. When approaching the task of a Salesforce implementation for an Ombudsman system, a primary goal was to ensure the Ombudsman’s department as a whole experienced a unified implementation. Using an Agile approach – as well as Squads, Sprints, and Kanban for support – the CPQi team was able to achieve this kind of unified Salesforce implementation across the board for the Ombudsman’s department, from call center to process workflows. This, along with our team’s extensive knowledge of both Salesforce and the cloud, made for a highly successful Ombudsman system implementation. From Standalone Application to Salesforce Community Cloud Solution Standalone applications and systems pose the issue of not being highly accessible or efficient as a means of data sharing. For an Ombudsman system, this can be highly detrimental as data and information oftentimes needs to be shared and accessed quickly. Conversely, working from a cloud-based platform such as Salesforce allows for sensitive information, documents, or other matters to be shared and handled with much greater ease. According to Salesforce: “Community Cloud is an online social platform from Salesforce that enables companies to connect customers, partners, and employees with each other and the data and records they need to get work done.” In the case of CPQi’s work transforming an Ombudsman system into a Salesforce Community Cloud, the solution was created around three main components: 1. Case Size The client in this project already had a significant Salesforce case, as they had already been working to incorporate other essential processes using Salesforce solutions. Additionally, the client was already using profiles and permission sets to separate the functionalities as well. Due to these existing Salesforce-based processes, the implementation of the Community Cloud for use by the Ombudsman system would be much better supported. This highlights the importance of unification across departments, as cloud-based solutions implemented across the board can collaborate and function simultaneously with much greater efficiency. 2. Independent and Cryptographed System A major problem posed by the cloud is the matter of security. For an Ombudsman system, this is especially true as it will carry ultra-sensitive data in need of expert encryption and protective protocols. As such, development of a secure system had to be a top priority. CPQi developed an independent and cryptographed system with the functional ability to operate within a cloud-based community. This enabled the Ombudsman’s department and other authorized personnel to access and share information securely. 3. Secure Data Storage Aside from the security of information and data as it is shared and passed around, there is also the matter of its safety in storage. Using the Salesforce databases, our team at CPQi was able to store internal pre-processed and encrypted data. This enables our Salesforce implementation to be fully secured using the most restricted schema of encryption, allowing your engineering team to develop and support the application without the need to see any kind of data or internal workflow features. Structuring an Effective Approach A primary objective during this project was to provide consistent and valuable deliverables throughout the process. Starting from the inception, this meant our team would need to model and architect a plan for theses kinds of developments throughout the implementation process. At CPQi, we fully embrace Agile methodologies and recognize the importance of speed of delivery when it comes to software and other products. As a part of our Agile methodology for this project, it was further divided into sprints wherein the CPQi team could deliver new and valuable functionalities. As for custom code and configuration, we followed the golden path defined by Salesforce: Starting with an inception, we could model and architect a plan with valuable deliveries and plan the development and implementation of the project. From that, we had the project running in an Agile methodology, divided in sprints where the CPQi team could always deliver new valuable functionalities. At the end of the project, we deployed the custom code and configurations using Salesforce Developer or Sandbox orgs. The Results and Benefits of Salesforce Community Cloud The approach and structure taken for this project allowed us to create a separated Community Cloud attached to a larger Salesforce system. This provided the client with a number of benefits, including: · Being able to use the same Salesforce license the company already owned · Gaining access to a private and separated community where sensitive data can be securely shared · Improving data protection with high-level secure data modeling An additional part of this project involved our team integrating the Salesforce databased with internal APIs, enabling both pre- and post-processing of data. This initiative and project provided high-value development and implementation, demonstrating the capacity to deploy new community clouds without having to buy new licenses. Moreover, being based in the cloud allows the system to maintain a heightened ability for scalability, enabling the Ombudsman to operate according to fluctuating demands. Final Thoughts This CPQi project ultimately served to demonstrate the full potential of Salesforce Cloud Communities, proving that traditionally standalone applications used for an Ombudsman system can be transformed into cloud-based community spaces while still maintaining the proper levels of security and encryption. To learn more about CPQi’s custom Salesforce developments, or other managed services, contact our team to schedule a consultation today! Written by Cesar Cotait, CEO of CPQi Latin America. #salesforce #Ombudsman

The expectations of customers have undergone major changes over the past several years, leading to the creation of an ever-evolving market. Keeping up with this constant evolution has presented a challenge for financial institutions looking to strengthen their bonds with customers. In order to create long-lasting bonds and relationships with consumers, financial institutions need to embrace omnichannel banking solutions. An omnichannel strategy will allow banking professionals to stay in close contact with their customers, no matter which avenue of communication is being used. Your customers are arguably the most important part of your business – and creating bonds with them is essential for your continued success. In this article, we will be discussing how to adopt more customer-focused strategies by embracing omnichannel banking. The Importance of a Customer-Centric Approach The year 2020 saw a separation of customers and businesses. Whereas once a customer could speak directly one-on-one with a financial professional, required state- and nation-wide lockdowns due to the Covid-19 pandemic led to financial institutions having to find new ways to provide their services. The reality of customer-centric business strategies is that they have always had an important role to play. Only in recent years, however, have banks and other financial businesses begun to realize the true importance of making themselves and their services more widely available to their consumers. Now, as the pandemic has finally begun to wind-down, customer expectations have shifted in a major way. This has caused financial institutions at all levels to re-evaluate their business approaches in order to identify the ways in which they can meet these new expectations. By adopting a customer-centric approach, banks can dissect and interpret the individual needs of each client in order to provide a more personalized and satisfying service. Utilizing Omnichannel Strategies for Better Communication An omnichannel strategy is defined as a style of communication that allows for all activities and services to be carried out across all channels. Put simply, this means that a client can carry out each individual financial activity, regardless of whether the client is actually present at the physical location or visiting the business’ virtual platform. The primary objective of any strong omnichannel strategy will be to make every interaction a customer has as seamless as possible, no matter the channel they are arriving from. In order to achieve such an omnichannel strategy, financial institutions must embrace the processes of digital transformation. This will help to open up more lines of communication and enable virtually-based services, thus allowing for omnichannel development. Developing Omnichannel Systems There are several key factors to keep in mind when developing an omnichannel system or solution. Because omnichannel banking goes hand-in-hand with customer-centric service, financial institutions must take a close look at their own customers to determine their specific needs and how they respond to different approaches. There are four main components to the development of an omnichannel system: · Creating Customer Personas: Customer personas are often used in marketing to identify the different behaviors of a customer as the make their way through the “buyer’s journey” – aka how they behave from start to finish in any given activity or scenario. Creating these kinds of customer personas helps financial institutions to better understand how exactly their customers are using different channels of communication to carry out various tasks. · Building Onboarding Tools: When building a virtual platform or application, there needs to be a certain simplicity in the onboarding process. Not every customer is going to be highly familiar with how digital platforms typically work, making it necessary to build intuitive interfaces that guide users in how to properly carry out actions and navigate the site. · Maintaining User Records: In order to have a true omnichannel banking system, financial institutions must ensure that customer data and records are available across all channels. This way, less time is wasted on the customer having to re-explain their issue or needs to each representative or interface they come into contact with. · Leveraging Artificial Intelligence: A major challenge with virtual, digitally-based financial services is that interfaces can easily feel inhuman and difficult to interact with. By leveraging AI and machine learning, financial institutions can build in features such as chatbots and predictive technology that help to create more human-like and helpful interactions for customers. Final Thoughts: Embracing the Shift Towards Omnichannel Banking Like it or not, the financial industry is taking a major turn towards digitization. As this transformation continues to become more widespread, it is more important than ever for financial institutions to solidify and strengthen their bonds with their customers. Omnichannel banking offers a seamless solution for optimizing a financial institution’s customer service across all channels. By embracing omnichannel development, banking professionals can meet their customers’ expectations with much greater flexibility and ease. Written by Cesar Cotait, CEO of Latin America at CPQi, the leading provider of digital transformation for financial markets across the Americas. #bonds #financial #banks

As digital transformation continues to take the financial industry by storm, the importance of providing customers with seamless and accessible services, software, and technology is growing exponentially. However, shifting focus more onto customer satisfaction can lead to the need for more advanced solutions that can result in heightened operational costs. The ServiceNow platform offers a streamlined and intuitive interface and system that allows banks and other financial institutions to transform their processes and services to be more people-centric. Implementing ServiceNow can result in greater empowerment and involvement of customers through heightened automation and agility. Employing the ServiceNow platform is a fantastic first step towards providing greater value to your customers and establishing an interface that provides better service and communication between both professionals and customers. In this article, we will discuss the basics of a ServiceNow implementation and what your financial institution can gain from it. Understanding ServiceNow and How to Employ the Platform ServiceNow is a cloud-based platform that helps to create an overarching managed workflow and system. The service model of ServiceNow is focused on helping to identify the cause and solution of issues users on the platform may encounter and includes many features that aid in improving communication and collaboration within a financial team. When it comes to implementing the ServiceNow platform, there are several considerations to keep in mind, as a successful implementation requires both technological and financial expertise. The basics of implementation include: · Defining clear short and long-term goals to help identify implementation priorities. · Obtaining a foundational configuration management database (CMDB) that helps to ensure processes operate smoothly and correctly. · Staying ahead of the curve by introducing new governance, training, or organizational change at an early stage to help build and drive adoption momentum. Thoroughness is arguably the most important factor when it comes to a successful ServiceNow implementation. ServiceNow is a highly adaptable platform and its flexibility and adjustability make it able to be employed according to each individual financial institution’s specific needs. Workflows and Custom Development ServiceNow offers a wide array of products and tools that can help to support, manage, and even design workflows. Not only that, but the platform is able to work with legacy systems in order to better allow for thorough integrations. There are many different products and tools that can be accessed through the ServiceNow platform, including: · Predictive modeling using AI (artificial intelligence) and machine learning · Anomaly detection · Performance forecasting · Peer benchmarking Additionally, within the dashboard of ServiceNow, users can even build their own applications, allowing them to create the exact custom developments that fit their specific needs. This also allows for a number of custom functionalities, including service portals, knowledge bases, and more. Utilizing Managed Services The reality of implementing ServiceNow is that there are many tools and functionalities to keep in mind throughout the implementation process. Platforms such as these provide a high level of customization for both front-end and back-end processes, making it extremely useful albeit a bit overwhelming. However, the advantages of working with ServiceNow far outweigh the initial hassle that comes with implementation and integration. Luckily, these crucial steps for getting set up on the platform do not have to be achieved without help. Managed services, such as those offered here at CPQi, give financial professionals access to a cross-trained team with enormous amounts of experience to back up their credentials. Having a strong managed services team on standby is crucial not only for implementation, but for continued success with ServiceNow as well. Automate Processes for Greater Efficiency Automation is a major component of what makes utilizing ServiceNow so advantageous. When a financial institution operates according to organizational and departmental silos, the efficiency of an IT department is likely to suffer. This is due to a lack of clear communication, unified goals, and a centralized system where data can be accessed easily and universally. The ServiceNow platform is designed to aid in each and every IT request that pops up along the way. Plus, ServiceNow can handle both requests and solutions all from within the same platform and system. The need for paper-based and manual processes are thus largely – if not entirely – eliminated thanks to centralized automation that can link common controls and carry out many necessary tasks. Here are a few examples of tasks that can be automated through ServiceNow: · Account management services · Common issue resolutions · Bank lending · Billing issues · Complaint management · Detection of disruptions · Provisioning of assets This kind of automation helps to keep both back- and front-end processes and interfaces running smoothly. Moreover, automation lends itself towards greater efficiency when dealing with IT problems, allowing staff members to spend less time wrestling with technology and more time focused on customer satisfaction. The Role of a Single System Being a cloud-based platform means that ServiceNow will store and organize, as well as carry out automated tasks, all from one centralized digital location. This sort of single-system setup allows for financial institutions to greatly streamline their processes and even connect better with other branches. According to ServiceNow: “Having everything recorded in a single system provides a hub to assign and track work, both within compliance, and across business areas. It acts as a core repository for reference information on a specific regulation, holds knowledge articles, FAQs, etc.” Implementing ServiceNow will result in many advantages that are born out of this single system, including: · Clearer and more direct channels of communication, both within a bank’s working environment and between professionals and customers. · Greater accessibility to data and information by both staff and customers · Improved self-service options – enabled through improved automation – that can help to better the customer experience. Measure and Leverage Employee Skills Using ServiceNow allows banks and other financial institutions to not only increase their customer satisfaction, but to improve the experience of their employees as well. A major ServiceNow functionality to take advantage of is the ability to create employee portals where they can take an inventory of their skills and measure those against their peers. An employee portal that focuses on employee skills can greatly assist in identifying individuals or departments that may be facing productivity issues or other problems. It can also serve as a point of reference when starting new projects for finding the employees with the most relevant skills that meet the project requirements. Plus, a bank’s staff will need to spend less of their time planning for and responding to incidents that may arise. Employees can communicate much more efficiently through ServiceNow and can work in congruence with AI to achieve much higher levels of productivity. Creating Employee Portals and Focusing on Employee Satisfaction Employee portals created through ServiceNow provide banks with the ability to take a true inventory of their top talents. This can help especially in times where a bank’s operations need to be scaled up or down, potentially requiring talent to be consolidated accordingly. ServiceNow can aide in both identifying talent as well as improving the initial satisfaction of newly onboarded employees. The employee experience is arguably just as important as the customer experience, as employees are often the ones on the frontlines and in direct communication with the customers. The reality of today’s financial industry is that these kinds of clear and direct lines of communication are essential for boosting productivity and ensuring satisfaction across the board with both employees and customers. Achieve Operational Excellence Operational excellence lies at the core of a financial institution’s success. When it comes to digital transformation, operational excellence has been a top priority for the most successful banks when implementing ServiceNow at their own institution. Here are just a few quick stats from the 2020 IDC Info Snapshot (sponsored by ServiceNow) that demonstrate the importance of operational excellence for financial institutions: · Banks spend around 50 percent of transformational initiative investments on improvements to operations. · 33 percent of the average budget spent on digital transformation is used for operational risk management. · 15 percent of the average bank budget for digital transformation is spent on improving customer experience. There are a number of ways in which banks can greatly boost their operational excellence when implementing ServiceNow, including: · Reducing Operational Costs: Utilizing cloud-based platforms, such as ServiceNow for banks, enables businesses to place much less reliance on a large IT department. Traditionally, achieving a strong digital presence would require costly on-site hardware. Comparatively, ServiceNow provides a consolidated and unified platform that can integrate with old legacy systems while also greatly reducing IT costs. · Improving Digital Credibility: Maintaining a strong digital presence can be tricky, and achieving well-trusted digital credibility can be even more difficult. With financial matters especially, customers want to feel secure that their information is being kept safe. ServiceNow offers a reputable and recognizable platform that can help to improve consumer trust in a financial institution’s digital transformation. · Streamlining Customer Experiences: Ensuring that customers are able to access their data and acquire solutions to their problems all from one central location is a must. Gone are the days of having to reach out to multiple departments and spend hours trying to resolve customer issues – instead, ServiceNow’s automation capabilities can provide customers with the solutions they need in minutes. Improve Customer Satisfaction through Agile Development Information technology is not always the easiest to work with and issues are bound to arise – what truly matters is the speed and agility with which an institution can address these issues in order to maintain a high level of customer satisfaction. ServiceNow offers Agile development which focuses on creating applications designed to handle problems that arise through a collaborative development environment. This allows for management of multiple tools that have in the past created disconnects between financial professionals and stakeholders. There are many ways in which ServiceNow can be used to apply Agile methodologies to improve the customer experience, including: · Accelerated Delivery Times: Continuous development and speedy deliveries of software and updates are necessary to keep customer satisfaction levels high. · Unified Software Development Workflows: Scrum, SAFe, Waterfall, and hybrid developments can now be pulled into the same system and connected to activities within ServiceNow, rather than having to use these tools individually which can cause unwanted disconnection. · Optimized Resources: ServiceNow helps financial professionals to better predict work levels, allowing allocation of resources to be optimized to fit fluctuating consumer demands. Manage Compliance and Regulatory Change Professionals in the financial and banking industry know the importance of governance, risk, and compliance – also known as GRC. With ServiceNow, banks can achieve greater operational resilience thanks to the platform offering a number of compliance functionalities, including: · Embedding governance, risk, and compliance applications into all workflows · Monitoring risk · Creating real-time reports and alerts · Carrying out risk-mitigating activities When it comes to risk-based decisions, ServiceNow enable financial institutions to utilize a unified data environment that provides greater access to insights. Everything from custom-made applications to chat features can help in keeping an entire institution up to date and on track with compliance and regulation. Automated Applications for Compliance Automation through ServiceNow is not only for boosting productivity and operational efficiency, but for ensuring all compliance requirements are being met and that any new updates or regulatory changes are being observed. Use cases for automated GRC applications include: · Monitoring for critical vulnerabilities · Identifying and addressing misconfigurations before they become risks · Ensuring the compliance program being used also supports the business services · Monitoring HR policy requirements and identifying on-boarding risks · Ensuring all privacy standards are being met Final Thoughts Implementing ServiceNow allows for banks and financial institutions to greatly streamline and optimize their workflows for improved efficiency, greater customer satisfaction, and ensured compliance. ServiceNow’s platform focuses on boosting agility to help businesses respond to problems with greater ease and speed. When carrying out a ServiceNow implementation, it is important to take a full inventory of how the platform can be used to better not only an IT department, but to improve the operational excellence of the entire institution. Written by Cesar Cotait Kara José

À medida que a transformação digital continua a tomar a indústria financeira de assalto, a importância de fornecer aos clientes serviços, softwares e tecnologias acessíveis e sem complicações está crescendo exponencialmente. No entanto, a mudança de foco para a satisfação do cliente pode levar à necessidade de soluções mais avançadas que resultarão em custos operacionais acrescidos. A plataforma ServiceNow oferece um sistema simplificado e uma interface intuitiva que permite aos bancos e outras instituições financeiras transformarem os seus processos e serviços para serem mais centrados nas pessoas. A implementação do ServiceNow pode resultar numa maior capacitação e envolvimento dos clientes através de uma maior automatização e agilidade. A utilização da plataforma ServiceNow é um primeiro passo fantástico no sentido de proporcionar maior valor aos seus clientes, estabelecer uma interface que proporciona um serviço melhor e favorecer a comunicação entre profissionais e clientes. Neste artigo, discutiremos os princípios básicos de uma implementação ServiceNow e o que a sua instituição financeira pode ganhar com isso. Compreendendo a ServiceNow e como utilizá-la: ServiceNow é uma plataforma baseada na nuvem que ajuda a criar um fluxo de trabalho e um sistema de gestão global. O modelo de serviço ServiceNow está centrado em ajudar a identificar causas e soluções de problemas que os utilizadores da plataforma possam encontrar, incluindo muitas características que ajudam a melhorar a comunicação e colaboração de uma equipe financeira. Quando se trata de implementar a plataforma ServiceNow, existem várias considerações a se ter em mente, uma vez que uma implementação sucedida requer conhecimentos avançados, tanto tecnológicos, como financeiros. Os princípios básicos da implementação incluem: · Definição de objetivos a curto e longo prazo para ajudar a identificar as prioridades de implementação. · Obtenção de uma base de dados de gestão de configuração fundamental (CMDB) que ajude a garantir que os processos funcionem corretamente. · Estar à frente da curva, introduzindo nova governação, formação, ou mudança organizacional numa fase inicial, com o intuito de ajudar a construir e impulsionar a dinâmica de adoção. A exatidão é indiscutivelmente o fator mais importante quando se trata de uma implementação sucedida do ServiceNow. Por ser uma plataforma altamente adaptável, a sua flexibilidade a torna capaz de ser empregada de acordo com as necessidades específicas de cada instituição financeira. Fluxos de trabalho e desenvolvimento personalizado ServiceNow oferece uma vasta gama de produtos e ferramentas que podem ajudar a apoiar, gerir, e até mesmo, desenhar fluxos de trabalho. Além destas características, a plataforma é capaz de trabalhar com sistemas herdados, a fim de melhor permitir integrações completas. Há muitos produtos e ferramentas diferentes que podem ser acessados através do ServiceNow, incluindo: · Modelação preditiva usando IA (Inteligência Artificial) e aprendizagem de máquinas. · Detecção de anomalias. · Previsão do desempenho. · Avaliação comparativa por pares. Além disso, os usuários podem construir as suas próprias aplicações dentro do painel de bordo do ServiceNow, permitindo-lhes criar os desenvolvimentos personalizados que se adaptam as necessidades mais específicas. E consequentemente, também permite uma série de funcionalidades personalizadas, incluindo portais de serviços, bases de conhecimento, entre outras. Utilização de serviços geridos A realidade da implementação do ServiceNow é a de que existem muitas ferramentas e funcionalidades a serem consideradas ao longo de todo o processo. Plataformas como estas proporcionam um nível bastante elevado de personalização, tanto para processos front-end, como back-end, tornando-o extremamente útil, embora também seja um pouco avassalador. Contudo, as vantagens de trabalhar com ServiceNow superam, de longe, o incômodo inicial que surge com a implementação e integração. Felizmente, estes passos cruciais para se instalar na plataforma podem ser obtidos com ajuda. Os serviços geridos, tais como os que são oferecidos na CPQi, dão aos profissionais financeiros acesso a um time de formação cruzada com uma enorme experiência para apoiar as suas credenciais. Ter uma equipe forte de serviços geridos em standby é essencial não somente para a fase de implementação, mas também para o sucesso contínuo com o ServiceNow. Automatizar processos para uma maior eficiência A automatização é um componente importante para tornar a utilização do ServiceNow tão vantajosa. Quando uma instituição financeira opera de acordo com silos organizacionais e departamentais, é provável que a eficiência de um departamento de TI torne-se vulnerável. Isto deve-se a uma falta de comunicação clara, objetivos unificados e um sistema centralizado onde os dados podem ser acessados de forma fácil e universal. A plataforma ServiceNow foi projetada para auxiliar em cada uma das etapas de TI que surgem ao longo do caminho. Ademais, a ServiceNow pode tratar de pedidos e soluções a partir da mesma plataforma e do mesmo sistema. Isto é, a necessidade de processos manuais e desenhados no papel serão em grande parte - se não inteiramente - eliminados graças à automatização centralizada, que pode ligar controles comuns e realizar múltiplas tarefas necessárias. Aqui estão alguns exemplos de atividades que podem ser automatizadas através do ServiceNow: · Serviços de gestão de contas. · Resoluções de questões comuns. · Empréstimos bancários. · Questões de faturação. · Gestão de reclamações. · Detecção de rupturas. · Provisionamento de ativos. Este tipo de automatização ajuda a manter processos e interfaces, tanto back-end como front-end, funcionando sem problemas. Além do mais, a automação presta-se a uma maior efetividade ao lidar com desafios de TI, fazendo com que os membros do time passem menos tempo lutando com a tecnologia, e mais tempo concentrados na satisfação do cliente. A função de um sistema único Ser uma plataforma baseada na nuvem significa que a ServiceNow irá armazenar, organizar e realizar tarefas automatizadas a partir de um local digital centralizado. Esse tipo de configuração de sistema permite que as instituições financeiras otimizem seus processos e se conectem melhor com outras agências. De acordo com ServiceNow: “Ter tudo registrado em um único sistema fornece um hub para atribuir e rastrear o trabalho, tanto dentro da conformidade, quanto entre as áreas de negócios. Ele atua como um repositório central para informações de referência sobre um regulamento específico, contém artigos de conhecimento, perguntas frequentes, etc.” A implementação do ServiceNow resultará em muitas vantagens que nascem deste sistema único, como: · Canais de comunicação mais claros e diretos, tanto no ambiente de trabalho do banco, quanto entre profissionais e clientes. · Maior acessibilidade a dados e informações por funcionários e clientes. · Opções de autoatendimento aprimoradas - habilitadas por meio da automação - que podem ajudar a melhorar a experiência do cliente. Medir e alavancar as habilidades dos funcionários O uso do ServiceNow viabiliza que bancos e outras instituições financeiras aumentem a satisfação do cliente e aprimorem a experiência de seus funcionários. Uma funcionalidade importante do ServiceNow a ser aproveitada é a capacidade de criar portais de funcionários onde eles podem criar um inventário de suas habilidades e compará-las com seus colegas. Um portal de funcionários que se concentra nas habilidades dos funcionários pode ajudar a identificação de indivíduos, ou departamentos, que podem estar enfrentando problemas de produtividade ou quaisquer outras questões. Também pode servir como um ponto de referência ao iniciar novos projetos para encontrar os funcionários com as habilidades que sejam relevantes e que se encaixem melhor aos requisitos do projeto. Além do mais, a equipe de um banco precisará gastar menos tempo planejando e respondendo a incidentes que possam surgir. Os funcionários poderão se comunicar com muito mais eficiência por meio da ServiceNow, pois a plataforma facilitará o trabalho em congruência com a IA para atingir níveis muito mais altos de produtividade. Criação de portais de funcionários e foco na satisfação do funcionário Os portais de funcionários criados por meio da ServiceNow fornecem aos bancos a competência de fazer um inventário bastante verdadeiro dos seus principais talentos. Isso pode favorecer principalmente em momentos em que as operações de um banco precisam ser ampliadas ou reduzidas, potencialmente exigindo que o talento seja consolidado adequadamente. O ServiceNow pode auxiliar tanto na identificação de talentos, quanto na melhoria da satisfação inicial dos funcionários recém-contratados. A experiência do funcionário é indiscutivelmente tão importante quanto a experiência do cliente, já que os funcionários costumam estar na linha de frente e em comunicação direta com os clientes. Atualmente, a realidade do setor financeiro é a de que as comunicações claras e diretas sejam essenciais para aumentar a produtividade e garantir a satisfação geral com funcionários e clientes. Alcançando excelência operacional A excelência operacional está na alma do sucesso de uma instituição financeira. Quando se trata de transformação digital, a excelência operacional tem sido a principal prioridade para os bancos mais bem-sucedidos quando implementam o ServiceNow em suas próprias instituições. A baixo, estão apenas algumas estatísticas rápidas do IDC Info Snapshot de 2020 (patrocinado pela ServiceNow) que demonstram a importância da excelência operacional para as instituições financeiras: · Os bancos gastam cerca de 50% dos investimentos em iniciativas transformacionais em melhorias nas operações. · 33% do orçamento médio gasto em transformação digital é usado para gerenciamento de risco operacional. · 15% do orçamento médio do banco para transformação digital é gasto na melhoria da experiência do cliente. Existem várias maneiras pelas quais os bancos podem aumentar significativamente a sua excelência operacional, como: • Redução de custos operacionais: a utilização de plataformas baseadas em nuvem, como o ServiceNow para bancos, faz com que as empresas confiem muito menos em um grande departamento de TI. Tradicionalmente, alcançar uma forte presença digital exigiria hardware on-site de alto valor. E comparativamente, o ServiceNow fornece uma plataforma consolidada e unificada que pode se integrar com sistemas legados antigos, ao mesmo tempo em que reduz significativamente os custos de TI. • Melhorar a credibilidade digital: manter uma forte presença digital pode ser complicado, e alcançar uma credibilidade digital confiável pode ser ainda mais difícil. Principalmente em questões financeiras, os clientes desejam sentir que suas informações estão sendo mantidas em segurança. Por isso, a ServiceNow oferece uma plataforma confiável e de autoridade que pode ajudar a aumentar a confiança do consumidor na transformação digital de uma instituição financeira. • Otimizando as experiências do cliente: é fundamental garantir que os clientes possam acessar seus dados e adquirir soluções para seus problemas a partir de um local central. Já se foi o tempo em que era necessário passar por vários departamentos e gastar horas tentando resolver os problemas do cliente - em vez disso, os recursos de automação do ServiceNow podem fornecer aos clientes as soluções de que precisam em minutos. Melhore a satisfação do cliente por meio do desenvolvimento ágil A tecnologia da informação nem sempre é a mais fácil de trabalhar e problemas podem surgir ao longo do caminho. Porém, o que realmente importam são a velocidade e agilidade com que uma instituição pode resolver esses problemas para manter um alto nível de satisfação do cliente. ServiceNow oferece um desenvolvimento ágil que foca na criação de aplicativos projetados para lidar com problemas que surgem por meio de um ambiente de desenvolvimento colaborativo. Isso permite o gerenciamento de várias ferramentas que, no passado, criaram desconexões entre os profissionais financeiros e as partes interessadas. Existem muitas maneiras pelas quais o ServiceNow pode ser usado para aplicar as metodologias ágeis para melhorar a experiência do cliente, tais como: • Tempos de entrega acelerados: o desenvolvimento contínuo e entregas rápidas de software e atualizações são necessários para manter altos os níveis de satisfação do cliente. • Fluxos de trabalho de desenvolvimento de software unificados: agora, Scrum, SAFe, Waterfall e desenvolvimentos híbridos podem ser puxados para o mesmo sistema e conectados a atividades dentro do ServiceNow, em vez de ter que usar essas ferramentas individualmente, o que pode causar alguma desigualdade indesejada. • Recursos otimizados: ServiceNow também ajuda os profissionais financeiros a preverem melhor os níveis de trabalho, favorecendo a alocação otimizada de recursos para atender às demandas flutuantes dos consumidores. Gerenciar alterações de conformidade e regulamentação Os profissionais do setor financeiro e bancário sabem da importância da governança, risco e conformidade - também conhecido como GRC. Com o ServiceNow, os bancos podem alcançar maior resiliência operacional graças à plataforma que oferece uma série de funcionalidades de conformidades, que incluem: • Incorporar aplicativos de governança, risco e conformidade em todos os fluxos de trabalho. • Risco de monitoramento. • Criação de relatórios e alertas em tempo real. • Realização de atividades de mitigação de risco. Quando se trata de decisões baseadas em risco, o ServiceNow permite que as instituições financeiras utilizem um ambiente de dados unificado que propicia maior acesso a insights. Tudo, desde aplicativos personalizados até recursos de bate-papo, pode ajudar a manter uma instituição inteira atualizada e em dia com a conformidade e os regulamentos. Aplicativos automatizados para conformidade A automação por meio do ServiceNow não serve apenas para aumentar a produtividade e a eficiência operacional, mas também para garantir que todos os requisitos de conformidade sejam atendidos e que novas atualizações, ou alterações regulamentares, sejam observadas. Os casos de uso para aplicativos GRC automatizados englobam: • Monitoramento de vulnerabilidades críticas. • Identificar e resolver configurações incorretas antes que se tornem riscos. • Garantir que o programa de conformidade que está sendo usado também apoie os serviços de negócios. • Monitorar os requisitos da política de RH e identificar os riscos de integração. • Garantir que todos os padrões de privacidade sejam atendidos. Pensamentos finais A implementação do ServiceNow possibilita que bancos e instituições financeiras simplifiquem e otimizem muito seus fluxos de trabalho para maior eficiência, satisfação do cliente e conformidade garantida. A plataforma da ServiceNow se concentra em aumentar a agilidade para ajudar as empresas a responder aos problemas com maior facilidade e velocidade. Ao realizar uma implementação do ServiceNow, é importante fazer um inventário completo de como a plataforma pode ser usada para não somente melhorar um departamento de TI, mas também para aprimorar a excelência operacional de toda a instituição. Written by Cesar Cotait Kara José

The Metaverse is a concept of a future online, virtual world that is built on a 3D graphical platform. It is an extension of the Internet, allowing users to interact with each other in a shared, persistent, and immersive 3D environment. It is a digital space in which users can create, interact with, and explore content and other users. The Metaverse is envisioned as a platform for social interaction, commerce, entertainment, and education. How do I get into the metaverse The most popular way to enter the Metaverse is through virtual reality (VR) systems like Oculus Rift, HTC Vive, and PlayStation VR. There are also several platforms that allow users to access the Metaverse through their web browsers, such as High Fidelity and Sansar. Additionally, many popular video games have built-in Metaverse elements, such as Fortnite and Minecraft. What is the point of the metaverse The Metaverse is a platform that allows people to interact with one another in an immersive, 3D environment. It provides an opportunity for users to create, explore, and interact with content and other users in a virtual space. The Metaverse also provides a platform for social interaction, commerce, entertainment, and education. It is a place where users can connect and explore in ways that are not possible in the physical world. O Metaverse é um conceito de um futuro mundo virtual online que é construído em uma plataforma gráfica 3D. É uma extensão da Internet, permitindo que os usuários interajam uns com os outros em um ambiente 3D compartilhado, persistente e imersivo. É um espaço digital no qual os usuários podem criar, interagir e explorar conteúdo e outros usuários. O Metaverso é concebido como uma plataforma para interação social, comércio, entretenimento e educação. Como faço para entrar no metaverso A maneira mais popular de entrar no Metaverso é por meio de sistemas de realidade virtual (VR), como Oculus Rift, HTC Vive e PlayStation VR. Existem também várias plataformas que permitem aos usuários acessar o Metaverso por meio de seus navegadores da web, como High Fidelity e Sansar. Além disso, muitos videogames populares têm elementos Metaverse integrados, como Fortnite e Minecraft. Qual é o objetivo do metaverso O Metaverse é uma plataforma que permite que as pessoas interajam umas com as outras em um ambiente 3D imersivo. Ele oferece uma oportunidade para os usuários criarem, explorarem e interagirem com conteúdo e outros usuários em um espaço virtual. O Metaverso também fornece uma plataforma para interação social, comércio, entretenimento e educação. É um lugar onde os usuários podem se conectar e explorar de maneiras que não são possíveis no mundo físico. Written by Cesar Cotait Kara José #metaverse #metaverso

A successful business relies on each member of its team to reach peak efficiency and prosperity. As such, the satisfaction of employees must remain a priority for a business to thrive at its full potential. Prioritizing employee job satisfaction is important for not only maintaining a high level of productivity but also for ensuring the well-being of a company. Keeping employees happy and satisfied with their working conditions is reliant upon providing the proper support and resources both in and out of the workplace. In this article, I will explore why employee job satisfaction matters, as well as discussing the consequences that can result when this aspect of business is not made into a priority. Plus, I will cover 4 ways you can boost your own employees’ satisfaction. Why Employee Job Satisfaction Matters As a business owner or manager, you ha ve likely spent a significant amount of time building a strong and talented team. Once this team is established, maintaining its strength and fostering long-term loyalty becomes the new primary objective. Winning this loyalty is directly tied to overall employee satisfaction. A business team that feels properly supported will be more willing to provide that same support back to you, as well as going above and beyond in their day-to-day responsibilities. On the other hand, a team that experiences low employee job satisfaction will result in consequences for both the staff and company as a whole. These consequences include: · Decreased Productivity: Employees operate at their best when they feel that their work is both appreciated and impactful. When this is not the case, productivity can suffer, leading to decreases in efficiency and performance. · Low Company Morale: A negative outlook within a workplace can spread like the plague. When one or a few employees start to experience lower satisfaction levels, the likelihood of the overall staff morale dropping increases as well. · Poor Retention Rate: If satisfaction levels decrease continuously without any solution, employee retention rates will also fall. A strong retention rate is essential, as these long-term employees form the foundation of a business’ success. 4 Ways to Boost Employee Satisfaction As we have covered, a high level of employee satisfaction is crucial – but how can this be achieved? Here are 4 ways to boost your job satisfaction rates at your own business: 1. Set Clear Expectations and Goals While having a team that can work independ ently as well as collaboratively is key, you as the business leader must set clear expectations and goals for your team to work towards. Without these clearly defined objectives, employees can begin to feel as though their hard work is not paying off or providing any meaningful change or growth. By providing big-picture goals that are shared by an entire staff, your employees will feel more motivated to complete their daily tasks. Plus, sharing common goals will help them to build more interpersonal relationships, strengthening their unity as a team. 2. Provide Opportunities for Professional Growth Feeling stagnant in a job is a major turn-off for many professionals, especially those in entry to mid-level positions. To combat this feeling of stagnation, you should incorporate ways for your employees to achieve professional growth within their job. Examples of how to do this include offering free in-house training to help them develop specialized skills, or offering clear paths to promotion they can work towards. 3. Create a Supportive and Collaborative Environment Your employees need more than just shared g oals to become a powerful and unified team. While there is certainly merit to healthy competition amongst coworkers, a willingness and excitement for collaboration are arguably more important. Creating a strong team starts at the top with managers and business leaders. Your management team should strive to provide compassionate support, rather than harsh critique or micro-management. 4. Promote a Healthy Work-Life Balance A healthy workplace has as much to do with what goes on outside the office as it does inside. If your employees feel as though they must bring their work home with them, they will fail to practice proper self-care and rest. Self-care and rest are building blocks to a healthy and productive mindset. You can help to promote a healthier work-life balance by offering support and resources for your employees’ mental, emotional, and physical well-being – such as encouraging them to use their PTO and offering healthcare resources for your team to turn to in hard times. Final Thoughts Without a high rate of employee job satisfaction, both your business and t eam can suffer. Keeping your employees healthy and happy is the key to improving these satisfaction levels. Your team should feel supported and cared for – after all, your business needs them to thrive. Try to foster a compassionate and supportive mindset. By providing this type of leadership, both you and your team will be better equipped to stay positive and motivated in the face of hardship. Cesar Cotait Kara Jose CEO Latin America / Member of the Global Executive Committee at CPQi Group

Companies that want to survive the 4th Industrial Revolution, that we are passing through, must be able to break paradigms and adapt quickly to changes. I consider the financial market to be one of the markets that is changing the most in this 4th. Industrial Revolution. Technologies such as Blockchain and Artificial Intelligence are revolutionary and pave the way for the revolution of financial services in Latin America. Open Banking, Micro Investments, Cryptoactives and the entry of digital banks created trends and challenges for institutions already consolidated, such as: - Need for collaboration services (connection between companies and financial services) - Data as a bargaining chip - Technology (renovation of the technology park and addition of new technologies) - Reliability of services - Quality (new consumer demands) - Serviceability of services - Fight against fraud Consequently these challenges create the following trends: - Teams concerned with using the information collected to make smarter decisions, providing opportunities for business growth. - The digital transformation will allow banks to be able to propose differentiated solutions for each customer profile. - Intelligent robots (chatbots) will replace some human services, such as clearing up simple doubts about the business. - The regulation of services will be focused on activities and results, not just products. The use of digital identity will also be strengthened to streamline financial procedures. - Customization of offers for the customer to achieve their goals. They will be characterized as good services: robust security in the use of technology for the financial market, quick access to information and process automation. - The companies will operate in the cloud and the IT teams will monitor and manage the system's functionalities. This will lead to process change, eradicating manual information interventions. Empresas que querem sobreviver a 4ª. Revolução Industrial devem ser capazes de quebrar paradigmas e de se adaptar rápido as mudanças. Considero o mercado financeiro um dos mercados que mais está se transformando nesta 4ª. Revolução Industrial. Tecnologias como Blockchain e Inteligência artificial, são revolucionárias e abrem caminho para a revolução dos serviços financeiros na América Latina. Open Banking, Micro Investimentos, Criptoativos e a entrado dos bancos digitais criaram tendências e desafios para as instituições já consolidadas como: - Necessidade de colaboração de serviços (conexão entre empresas e serviços financeiros) - Dados como moeda de troca - Tecnologia (renovação do parque tecnológico e adição de novas tecnologias) - Confiabilidade nos serviços - Qualidade (novas exigências dos consumidores) - Operacionalidade dos serviços - Combate a fraudes Consequentemente estes desafios criam as seguintes tendencias: - Equipes preocupadas em utilizar as informações coletadas para tomar decisões mais inteligentes, oportunizando o crescimento do negócio. - A transformação digital permitirá que os bancos estejam aptos a propor soluções diferenciadas para cada perfil de cliente. - Os robôs inteligentes (chatbots) substituirão alguns serviços dos seres humanos, como o esclarecimento de dúvidas simples sobre o negócio. - A regulação de serviços será focada nas atividades e resultados, e não apenas nos produtos. Também será fortalecido o uso da identidade digital para dar mais agilidade aos procedimentos financeiros. - Personalização de ofertas para o cliente conquistar seus objetivos. Serão caracterizados como bons serviços: a segurança robusta no uso da tecnologia para o mercado financeiro, a rapidez no acesso às informações e a automação dos processos. - As empresas vão operar em nuvem e as equipes de TI farão o acompanhamento e o gerenciamento das funcionalidades dos sistemas. Isso propiciará a mudança de processos, erradicando as intervenções manuais das informações. Written by Cesar Cotait Kara José

Teamwork makes possible the accomplish of seemingly impossible missions. Makes the improbable a reality. But, for this, the team has to really act as such, in tune. If a plan is defined by the lider, or the group, each member will have to prepare to do their part as best they can, regardless of whether their opinion is for or against. If a 'part' of the team does not fulfill its role, or does not perform as expected, everyone's result will be affected. The book “The Last Link”, by business expert Gregg Crawford, shows how well-crafted strategies by executives can have their results compromised if there is not the understanding and commitment of everyone involved, from those who elaborate to those who execute. O trabalho em equipe torna possível cumprir missões aparentemente impossíveis. Faz do improvável, realidade. Mas, para isso, a equipe tem que realmente agir como tal, em sintonia. Se um plano for definido pelo treinador, ou pelo grupo, cada membro terá que se preparar para executar a sua parte da melhor forma possível, independentemente se sua opinião for a favor ou contra. Se uma ‘peça’ da equipe não cumprir o seu papel, ou não performar de maneira esperada, o resultado de todos será afetado. O livro “The Last Link”, do especialista em negócios Gregg Crawford, mostra como estratégias bem montadas pelos executivos podem ter seus resultados comprometidos se não houver o entendimento e compromisso de todos os envolvidos, desde os que elaboram até os que executam. Written by Cesar Cotait Kara José

In the business world, Coaching, Mentoring and Counselling are extremely important for professional development and consequently for sustainable growth. At CPQi, we increased the number of managers and limited the number of employees on our teams, aiming at closer monitoring and management focused on professional and career development. We launched a program to review the skills and behavior of leaders, review leadership style and understand the personal challenges of our employees in the pandemic and post-pandemic period (new normal). Investments in training aimed at the professional development of all CPQi employees have been growing every year, in the same way that there is a constant adaptation to the work environment, allowing for balanced development. No mundo dos negócios o Coaching, Mentoring e Counselling são de extrema importância para o desenvolvimento profissional e conseguintemente para crescimento sustentável. Na CPQi aumentamos o número de gerentes e limitamos o número de colaboradores em seus times, visando um acompanhamento mais próximo e uma gestão voltada ao desenvolvimento profissional e de carreira. Lançamos um programa visando rever as habilidades e comportamentos dos líderes, revisar o estilo de liderança e entender os desafios pessoais de nossos colaboradores no período de pandemia e pós-pandemia (novo normal). Investimentos em treinamento visando o desenvolvimento profissional de todos os colaboradores da CPQi vem crescendo a cada ano, da mesma forma em que existe uma constante adaptação ao ambiente de trabalho permitindo o desenvolvimento de forma balanceada. Written by Cesar Cotait Kara José CEO Latino America at CPQi

People usually have coaches during their sport practices, but it is not usual to have a coach for personal or professional life. This leads me to reflect on how sports are related to the corporate and professional world. Many terms have been translated from the sports world to the business world, such as the word coach, coach with enough experience to help develop individual or group skills. In the business world, we have leaders, who, by acquiring certain skills and abilities, transform themselves into the figure of the manager or coach. I really believe that sports and professional life are related. I use a lot of what I learned in my sporting life in my professional career. Through the sports activities I practice, such as judo, surfing, tennis, golf, triathlon and snowboarding, I learned to deal with anxiety, and to have autonomy, persistence, resilience, respect, cooperation, leadership, humility and to value small achievements. I believe that the challenges we encounter in playing sports are metaphors for those we encounter in personal and professional life. Pessoas costumam ter treinadores durante suas práticas de esporte, porém não é costume ter um treinador para a vida pessoal ou profissional. Isso me leva a reflexão de como os esportes estao relacionados ao mundo corporativo e profissional. Muitos termos foram traduzidos do mundo esportivo para o mundo dos negócios, como a palavra coach, treinador com experiência suficiente para ajudar no desenvolvimento de competências individuais ou grupais. No mundo dos negócios temos os líderes, que adquirindo certas competências e habilidades se transforma na figura do lider gestor ou coach. Acredito muito que os esportes e a vida profissional estão relacionados. Utilizo muito do que aprendi na minha vida esportiva em minha carreira profissional. Através das atividades esportivas que pratico, como judô, surf, tênis, golfe, triátlon e snowboard, aprendi a lidar com a ansiedade, e ter autonomia, persistência, resiliência, respeito, cooperação, liderança, humildade e a valorizar as pequenas conquistas. Acredito que os desafios que encontramos na prática de esportes são metáforas dos que encontramos na vida pessoal e profissional. Written by Cesar Cotait Kara José

The wealth management ecosystem is shifting alongside the rest of the global financial industry, as changes in customer expectations and demographics continue to result in an upheaval of the traditional ways of doing business. There’s no denying that digital transformation has thoroughly disrupted the wealth management industry — from cloud-based platforms and interconnected solutions that boost accessibility to advanced analytics from AI and machine learning that allow for more powerful behavioral predictions. For wealth management businesses that seek to stay ahead, embracing these technologies is crucial for both enhancing customer service and increasing client engagement rates. Tech is the future of wealth management, so make sure you aren’t left behind in the dust. Written by Cesar Cotait Kara José #wealthmanagement

As the digital transformation of the banking industry continues to evolve, it is more important than ever for financial institutions to remain agile and flexible. Recently, the software company Mambu released key research findings that revealed that roughly 67% of banks foresee a loss of market share due to weak digital transformation strategies. To meet the challenge of technological disruption, financial institutions must embrace: 1. Technology-based solutions as the foundation of the strategy 2. Digital infrastructures that are well-built with clear metrics for performance and success 3. Full involvement from team members in discussions of innovation and embracing change Written by Cesar Cotait Kara José #banking