Some of our DBXperts recently sat down with Michael Lawson for a series of rapid-fire interviews about all things digital banking, and every single one of them brought a different perspective to the table.
When Michael sat down with Trevor Kale, Kony’s SVP of Global UX and Digital Strategy Practice, Trevor had some very interesting insights to share regarding the implementation process for Kony DBX customers.
Michael Lawson: We're all looking for the perfect user experience, especially in the digital realm. And you guys got that covered. So, give us a quick a synopsis because you're coming at it from the strategic perspective, right?
Trevor: So, me and my group work on the implementation side. You had a chance to talk with Ed Gross earlier. Ed represents a lot of what we do in the product. Think about what me and my team do as from taking the product forward to help customers go live.
Michael: And so, what is that process like? Because it sounds very obviously strategic, but you've got to know the steps and the processes and procedures, right?
Trevor: It's a variety, a lot of variety for folks depending on sort of where they are in their journey. We talk a lot about digital transformation. We talk a lot about digital maturity. Our goal ultimately is to help people understand more about their business using data and insights from their real customers to help that drive impact in their business. And so that could mean a variety of ways to engage. We sort of say from out of the box to totally custom. We can do everything from apply branding and help stand something up to help get them going or we can invent a total cross-customer experience.
"Our goal ultimately is to help people understand more about their business using data and insights from their real customers to help that drive impact in their business."
Michael: Something totally custom?
Michael: Do you have any examples of something custom or something along those lines?
Trevor: I can give you one at the highest level, kind of a quick walk through. The way we kind of do the customer approach is we start with some digital strategy. We start to understand a lot about the marketplace, what customers are doing, the nuance of the business, and then start to map features and needs from that market research and customer understanding back into the business goals. And that drives a lot of what we go do from a design perspective around whether we treat the experience from a scrolling perspective, an app, or a wizard approach or those types of things. That manifests itself into the retail banking. Our group is responsible for making sure that we're also helping customers think beyond the digital banking experience and where the touchpoints are and then into brick and mortar or marketing or some of those types of communications as well.
Michael: I asked Ed this question, too. The importance of all this though. Why is it so important and especially in today's arena?
Trevor: It's massively important. I mean, there's the two companies in the world that are worth the most money, Apple and Amazon, and they start with the customer first. And so, the context of understanding who your customer is, what they want, and how we can go meet them there and deliver on that expectation is extremely important. And our position is the platform is an accelerator for everybody we work with. So, if you're on Kony DBX from a banking perspective, you already have a heads up on everybody else. And the goal of my team is to help come in and finish up that one-two punch. Help people punch above their weight class in their category with features and resources they wouldn't have otherwise been able to access. All understanding who the user is first and making sure that we're driving back to that. Because the paradigm is set. I'm sure you understand. Uber's done it. Amazon does it. Those guys are using data. And that's the expectation of your consumer, regardless. Because outside of banking, they're doing things like ordering on Amazon and calling an Uber.
"if you're on Kony DBX from a banking perspective, you already have a heads up on everybody else"
Michael: So, are you guys leveraging the data as well to achieve this?
Trevor: Yes. Data’s a huge piece. That's actually one of my biggest missions and points of passion—helping our customers understand their data better. Banking in general is extremely data focused, but when it comes to the digital space all that focus on data sort of gets left behind. We’re trying to turn that into something that can drive real business and ROI, along with really pushing that customer experience.
"That's actually one of my biggest missions and points of passion—helping our customers understand their data better."
The Kony DBXpert Profile Series introduces you to our team and provides insight into how we think and work. See Trevor Kale’s complete work history on LinkedIn by clicking here.
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