Digital Transformation - how to get it right by SPONSOR Barclays

Digital Transformation - how to get it right by SPONSOR Barclays

Digital Transformation - how to get it right
To utilise successfully digital transformation, businesses must reshape without losing sight of their core offering. Often, it is about thinking creatively and adding innovative services, say our two expert commentators.

The benefits of digital transformation transcend the banking and legal sectors, according to Ben Hession, Strategic Transformation Manager at Barclays.

“There has been massive cultural change in acceptance of new technology – not just in the UK, but globally,” he explains. “Digital transformation follows this new technology and its spread has been rapid and strategic.”

Customers remain the focus for Barclays, he says. But the bank is also proactively connecting with customers, clients and non-customers in a way that is beyond ‘being a bank’.

“Barclays has moved on from just providing banking and financial services; it now offers interactive engagement in different areas, including the use of digital technologies,” he highlights.

“We are still a bank on the face of it. But customers and non-customers can now talk to us about how to use digital technology and social media, and about the challenges facing their own businesses.” Helping digital to take flight
Digital Eagles - Barclays employees who have a passion for online and social media and a desire to pass on their knowledge to others - have been a major transformational driver.

“The Digital Eagles campaign started a few years ago after Barclays sent out iPads to staff,” Hession continues. “The bank placed the largest corporate order for iPads at the time and sent 10,000 out to our employees across the country for work and personal use.”

It was soon clear that most of the iPad users were not as digitally savvy as was first thought. “That was a wake-up call,” Hession admits. “We realised that if our colleagues aren’t going to be digital, how can we expect our customers or us as an organisation to be digital?”

As part of its own digital journey, Barclays invested heavily in making sure it took every one of its people along with it. “Barclays’ employees span four generations, from Millennials to people in their 60s and 70s,” says Hession. “About 50% of our staff are in the under 30s age group, which is generally more digitally savvy.” Mix of technological and personal.

In 2013, Barclays identified 17 Digital Eagles across the UK. There are now 30,000 worldwide, accounting for just over 25% of its workforce.

Four years on, most Barclays branches are almost fully automated. “We have taken care to retain the personal touch by balancing digital with face-to-face interaction,” Hession points out. “This is an important point. Recently a well-known hotel chain asked Barclays for advice on how to change the experience in their hotel reception. You can now go into the hotel chain and check in, go to your room, and check out in the morning, without ever speaking to a person. The hotel has lost that personal interaction.”

Digital Eagles now spread their wings far and wide; in communities, care homes, and schools, across the UK and worldwide. They offer free ‘Tea and Teach’ sessions for all ages, which help people bridge what can often be a daunting digital divide. Barclays’ ‘Code Playground’ also provides an introduction to basic programming skills and coding. Crunching the digital numbers

An important aspect to digital transformation is leveraging Big Data, according to Hession. “One in every four or five pounds in the UK is processed through Barclays or Barclaycard,” he says.

“We sit on a huge amount of data and we are looking at how we can use it to benefit our business, our customers, and our clients.”
For Barclays, digital transformation is about reshaping banking, he believes. “Putting digital at the heart of our business and our clients’ businesses ensures the sustainable growth and success of both their businesses and ours.”

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To find out how we can help contact:
Paul Jarrett, Relationship Director
MOBILE: 07917 503485
EMAIL: paul.jarrett@barclays.com

The views expressed in this article are the views of the author alone and do not necessarily reflect the views of the Barclays Bank PLC Group nor should they be taken as statements of policy or intent of the Barclays Bank PLC Group. The Barclays Bank PLC Group takes no responsibility for the veracity of information contained in the third party guides or articles and no warranties or undertakings of any kind, whether express or implied, regarding the accuracy or completeness of the information given. The Barclays Bank PLC Group takes no liability for the impact of any decisions made based on information contained and views expressed. Barclays is a trading name of Barclays Bank PLC and its subsidiaries. Barclays Bank PLC is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (Financial Services Register No 122702). Registered in England. Registered number is 1026167 with registered office at 1 Churchill Place, London E14 5HP. December 2016.

 

+ Please note: this is a mobile phone number and calls will be charged in accordance with your mobile tariff.

Paul Jarrett

 


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