SHR019-6: Digital Banking Strategy Report for Alizz Islamic Bank

This report provides an in-depth analysis of digital banking strategies, focusing on the transformation of traditional banks to digital models. It begins with an executive summary highlighting the global trend towards digital banking and the need for customer-centric approaches. The introduction defines banking and explores the evolution of banks, specifically focusing on Alizz Islamic Bank as a case study. It contrasts traditional and digital banking, emphasizing the shortcomings of the former, such as inaccessibility and time constraints. The report underscores the importance of digital banking, including mobile banking and the need for transition. The core of the report examines the need for transitioning to online banking, detailing benefits such as balance review, account opening, money transfers, and loan acquisition. It also discusses advanced banking options, the benefits for businesses, and increased productivity. The report then outlines strategies for transitioning to digital banking, including customer journey checks and the importance of addressing customer needs. The report concludes by highlighting the challenges and opportunities presented by digital transformation in the banking sector.

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EXECUTIVE SUMMARY
Around the world, banks are looking for ways to incorporate more advanced digital
models. However, changes have not been keen to bring chaos, despite aggressive offerings from
non-banks. Even with the reduction in physical paper interaction, the bank has been putting the
focus on product enhancement with an efficient service and increasing user-centered experience.
This has made the view point to be aimed on the world, where the customer is, and not most
organizations have improved their organizational structure. Customers have more often than not,
been left in the branches, and their role in the business activity has been neglected. The
integrated Information Technology system has helped to reduce costs but has not catered for first
time- marked and processing (Barbosa, Neves, Franz, Judges, Beermann, Baecker, 2019).
As though that's not enough, on this mismatch, the change of speed in the vast
technological changes: More technology-oriented companies have adopted the emerging
technologies, and applied them in the market, offering financial aid. Once again, more power is
being vested in the hands of the customers in using e-commerce offering. Also, regulators are
coming up with procedures which will help adopt these emerging concepts. Banking
digitalization is soon becoming a major means of banking. Very soon, there will be need to come
up with new products and services that are suitable for digital marketing and banking. The
purpose of this research is to find out the need of transformation of traditional bank to digital
bank and how the procedure can to used accomplish the transformation. This paper will try to
look at the trends in the banking industry over the past decades, the reason why Digital banking
is important in the current world, effective way of transforming the banking sector and finally the
challenges likely to be encountered in final stage of transformation (Hess et al., 2016).

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INTRODUCTION
Banking entails accepting other people’s money and financially worth items and
lending them out to get profit. In view of the huge advancement in banking industry, lots of
activities have been incorporated including but not limited to issuance of debit and credit cards,
ATM services, Online Transfer of funds. Over the years traditional banking has been in
operation. However, due to high customer expectations, there are alliances even with competitors
in modern world to meet this need (Ivanov, Dolgui, Sokolov, 2019).
Alizz Islamic Bank is an international bank that renders financial services, both retail and
corporate, through its branches and through the available mobile computing technologies. It is an
open stock company which is open to new banking strategies and ideas, since most of their
services are offered online (Matt, Hess, and Benlian, 2015).
Banks have evolved over the past few decades in order to meet this new and riding
demand. Traditional banking is where the Physical presence is required for service to be
provided. Additionally, traditional Banks are known to have headquarters at regional and
national level. There are a lot of disadvantages accompanying these traditional banks, thus this
necessitate revolution and creation of a more convenient banking system for global markets. The
traditional banking only and major advantage being more secure, it is rare to have a reported
incidence of theft, however, a number of disadvantages accrue to it. Such include:
Inaccessibility: With physical presence being key requirement, most of these banks
are located in interior regions which hampers their accessibility. Most roads especially in
developing world are all weather roads this make it difficult for banks to be physically reached in

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case of a bad weather. In addition, some maybe located in interior parts where accessing
becomes a big problem. Digital transition is important to ensure that banking is right on the
fingertips of the consumer. Any time they need to perform transactions, they don’t have to go
physically to the bank to have those transactions. It is just a button-click away.
Time constraints: Traveling physically to areas of location of these banks has been an
obstacle for their success. At times when a person has a commitment, it becomes hard to make a
transaction. Moreover, due to limited working time frames, it becomes impossible to transact
beyond such times. This becomes a major stumbling block towards their success. Time is a
major factor that can be used to determine the success or failure of a business. As the saying
goes, time wasted will never be recovered. A lot of time is wasted on the roads, mostly during
traffic jams. With a digital bank in place, a person held up in a traffic jam can still do business
online. With the use of computing technology, it is possible to have products being sold online.
The availability of products online reduces the time needed to walk to shopping malls and decide
what to buy from the stock they have. With a digital platform, a customer can easily request for a
certain product, from the comfort of their homes, and the retailer delivers the required product on
time and without much effort (Angelshaug and Saebi, 2017.).
With these shortcomings, Digital banking has been the talk of the town. People and states
are looking means on how to override the numerous weakness. Digital banking is simply the
implementation of digital technologies in banking sector/ industry in order to build a more
sustainable relationship and better understanding the needs of the customer. This can also be
achieved in discovering new frontiers and using innovation and technology to push your
business, thus finding better ways to interact with business. Nevertheless, Digital banking is

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crucial and most convenient method of transforming banking industry. The most importance of
digital banking include: Mobile banking. This is helpful in several ways.
As a good example of digital banking, Alizz Islamic Bank, is known for its initial
indulgence in Mobile banking since it began its operations in 2012. Its main aim is to provide
financial services through its vast number of online branches. The indulgence in digital banking
has made it outstanding among other banks, with services such as retail and corporate financing.
Finally, digital banking is currently a must-include option in all businesses, since other
businesses are already adopting this mode of banking. This leads to competition in the constantly
fast-changing business world, and in order to remain in the market, banks have to adopt the new
banking strategy. Having a digital banking strategy is advantageous for corporate organizations
in the age where most business organizations are transforming the market place and showing the
world that digital business is the way to go (Elam, Solli & Mäkitalo, 2019).
NEED FOR TRANSITIONING TO ONLINE BANKING
Alizz is a bank that has realized the need for digital transformation. It has incorporated
online banking in their operations and it has branches in a number of countries in different
continents. The use of online banking has benefitted the bank since it is international.
The internet is a vast internetwork connection with billions of devices being connected to
it. The internet has recently been used as a market place for products and services. It provides
different business opportunities, with its services. Increased evolution of technology has ignited
the need for online banking which forces other banks and business platforms to not only rely on

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traditional physical-dependent models, but also to find ways to also reach out to their customers
online. There are several reasons why there is need for online banking.
Review of balance; With digital banking system, one is able to check balance without
necessarily going to bank (Cortet, Rijks, and Nijland, 2016). One can also make a withdrawal
right from his home because of automated method. This proves to be great step and advancement
especially in the times of emergencies. It reduces cost for those customers who live very far from
the bank, and accessing it can be hard.
Account opening: unlike traditional banking, one doesn’t need to make que in banks to
open new account. Now, any person can open an account from anywhere and this has led to
interoperability between banks. It is currently possible to live in Africa and still operate in other
continents since banks have connected their databases. As though that's not enough, investment
has become easy any time even on phone without wasting time. Money transfer is also faster
with online banking system. It takes only few minutes to complete a transaction from one bank
account to another. It has reduced movement with bulky money bags from one banking premise
to another. With digital banking, one works with digits and not hard cash.
Loan acquisition; With online banking it's easier to acquire loans without moving to
bank. There are numerous loan-providing apps which help in provision of loans such include;
Equity Bank’s easy banking app also, Cooperative Bank and other banks have come up with
their own applications which have made loan acquisition easy and desirable. Loan payment is
also done via phone through the banking apps. With loaning services being at reach, business
people can now enjoy the benefits of quick loans, and also grow their businesses.

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Advanced banking options: Due to competition, banks are working extra hard to edge
others from market. This makes banks to come up with advanced online solutions to common
problems. Banks invest in complex websites that automate some of the non-critical yet easily
accessible services. Although most services included in the website are non-critical, some banks
take the risk of including critical services such as transactions and online payment options.
However, the algorithms used in creation of the websites are complex, thus the websites are
more secure. These websites are helpful in premium collection, financial planning, investment
analysis tools, budgeting forecasting and tax preparation. Through this websites, financial
planning is made possible without necessarily visiting the banks. All these services can be
provided just by a click of a button.
Highly beneficial for business; Business have built brand and are thriving because of
digital banking (Guibaud, 2016). It allows online payment and business is made easier. Unlike
olden days when one was to wait for months for a statement. It can now be done instantly.
Furthermore, errors and delays can be sorted before they negatively impact to business. While
coming up with the strategy for business transition, it is important to have it in mind that errors
in systems can be devastating and can lead to losses. For the continuity of profit making,
businesses should incorporate digital business, since it encourages profit maximization.
Increased business productivity; With digital banking, business don't rely on bank
operation timing. One can make payment in odd hours even at midnight. In addition, processes
like paying bills and making regular payment can be automated in digital banking platform. The
platform also entails new banking trends which offer digital currency such as blockchain which
assures its users of total security of their investment (Lee, and Deng, 2018).

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STRATEGIZING FOR TRANSITIONS TO DIGITAL BANKING
Customer journey check
To revolutionize a banking process from traditional to digital industry, there is need to
check what customers face on their journey to bank and credit union since it sometimes takes
days or even weeks. Consumer journey involve but is not limited to prospector advice on sales,
boarding, transactions and administration. For example, a certain bank used to determine benefit
of owners through company which would take weeks, but after digitizing the process, it takes
less than three days to complete. With digitalization, banks can get increase in revenue collection
by up to 20% and cut expenditure by over 25%. For one to realize the most impactful consumer
journey one has to look at history (the most visited sites and places by customers). These sites
can give a detailed view of the expected challenges in service delivery to customers (Hoberg et
al., 2017).
Also, this helps to be nearer to the customer, hence they are able to know what they need
and at what time. This does not only relieve customers, but also the producers, since they
understand what to produce and when they should produce. Identification of these painful routes
and looking for means to compact it can play big role in transformation. Redesigning the modes
used in lending credit and reducing the gap between application time and the real time in which
the customer is funded is also another advantage of this approach. For instance, a bank using this
approach could save a lot in a short period of time.
Having a constant customer check will ensure Alizz Islamic Bank is up to date with their
customer behavior, thus will help to make decisions concerning which services to include in their

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banking platform and which to remove. A customer-centered approach ensures that the real
needs of the customer are met and that the services are not irrelevant. Having this check more
often, it helps to ensure that the banking services maintain a good relationship with their
customers, and can easily identify trends, likes and dislikes of customers in order to offer
services that are reliable and available. Another advantage is that the digital bank can be able to
know the financial strength of their customers in order to offer advice regarding investment and
business enhancements. Online software can be able to do that.
Re-define operations
The main characteristic for human want is the desire to have more. Customers have the
tendency of demanding an efficient customer experience in relation to speed and a customer-
centered approach in being given advice concerning investment. With this strategy, it is possible
to adjust banking procedures in order serve both needs of the customer, while at the same time
maintaining relevance in the digital market. The operating model has to always have the
customer on the limelight. If the model will be centered on profit rather than the customer, the
banking business can end up being a frustration on both parties, the service provider ad the
consumer of the service. However, it is also important to understand the platforms that are
available to the consumers. The model being adopted should be easy to integrate to the
consumer’s level of technology. While redefining this model, several aspects need to be
considered.
CORE banking software; Over time, in many sectors like transport, software has proved
to be a real deal. When there is automation, it becomes easier to process records and transactions.
For Instance, CORE banking software (Centralized Online Real time Exchange, CORE) is

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nothing but a networking of all branches of a particular bank where data is stored in a central
server, which holds all relevant details of a bank’s processes and details of their customers
(Granados, 2018). This allows head office and regional office to review recorded information of
customers transactions, mortgage money, transfers and loans.
A customer can manage and operate his or her account from anywhere and any place for
it does not require physical presence. Software are advantageous because they minimize errors.
Human errors are prone to occur hence the quote; To human is to err. Software is programmed to
perform certain related tasks repeatedly, hence errors are minimized. Also, software provides
high security, accurate information about customer and documentation. It also ensures that there
is constant provision of excellent service without bias, promising availability of 24/7. As all
these aspects are being considered, a favorable software should be selected and designed for the
task that needs to be automated.
Best practice software testing strategy
While designing and customizing a software, it is important to have the intended
customers being engaged in the design and development process. They can provide a platform
for making improvements on the software. In order to offer software services that are according
to customer needs, the software needs to be well tested. This is because as the software increases
in size and complexity, customers tend to demand for more, while at the same time, there are
some costs which may be incurred and the software needs to be released on time. This is a
challenge that comes during effective software testing.

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Software testing is the backbone of business today, and it can have very huge impact on
business operations if not carried out effectively. Since the importance of testing is crystal clear,
it is recommendable to invest in software testing in order to reduce manual work and increase
automation and service delivery. Automation also can lead to increased feedback rate and also
reduces time for product marketing. An automated system is able to check on the internet and
determine the most searched items, for example in a particular area, and then make suggestions
for producers to produce an improved version of that product. Since automated systems can
increase productivity, even though costs incurred in their development may be a little high, it is
better to spend in such a system and curb a lot of wastage that can be witnessed when working
without such a system (França et al., 2017).
Apart from improving delivery and production, testing of the system provides a clear
digital assurance plan. The plan ensures delivery of a high-class customer experience and that the
software that has been developed meets the objective requirements. Testing should cover the full
user journey and still consider the traditional limitations. As the tests are being carried out,
testing teams need to ensure optimization of functional activities across all channels. They must
also ensure that the customer experience on the software is consistent throughout the testing
process. By so doing, the clients of the software are assured of quality and rich end user
experience and that the software provides efficient services.
Seize improvement areas
In the current world, traditional operating models are soon going to be done away with,
since most business organizations are going digital. A bank that decides to continue with the old
system of banking will soon be considered out of place. As technology evolves, banking

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strategies are deemed to change. People are always fascinated with new emergent ideas, and they
will always be eager to feel the impact of the emergent technology. With this in mind, a lot of
consumers will always be ready to adapt the technology. It will be a disadvantage to a bank if the
customers come expecting to make use of the new idea, only to find out that the bank has not yet
adopted it. They will obviously move on to other banks that have already implemented the
technology. It is advantageous to be among the pioneers of this new technologized mode of
banking. As soon as an area deems fit for improvement, the business organization should seize
the area by utilizing the already present and emergent technology. This can be done by first of all
familiarizing with the new trends that come.
Improve customers satisfaction with enhanced product and service. The areas that can be
improved include; Product delivery, Service delivery, consumer-to-producer relationship, etc. In
terms of product delivery, the products can be enhanced by having a feedback mechanism
incorporated in the system, such that customers can give the expectations of products that they
need. Also, the use of media to advertise goods and educate consumers on how to use newly
released versions of products can be helpful in enhancing product delivery. Advertisements can
greatly improve sales of products hence increase their production. These advertisements can be
done online in frequently visited sites. This reduces cost incurred in product marketing.
Strategies should be put in place to ensure products are well presented to consumers.
As mentioned earlier, consumer-to-producer relationship is important in ensuring relevant
service delivery. Not only is it useful in ensuring relevance, but also in enhancing efficiency.
Efficiency can be increased by ensuring the number of products being produced do not outdo the
number of consumers in the market. Also, it entails manufacture of products that are suitable to

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the consumer needs. With this type of relationship in place, it is possible to produce goods in
accordance with the likes of the consumer. The design of products will not be fully reliant on the
producer’s idea, but also on the idea of the consumers. If Alizz Bank centers its service-delivery
on the customers, while other banks do not maintain this relationship, there will obviously be a
rift between the performance of these two banks. It is possible to encounter increased service
delivery and customer satisfaction in Alizz Bank as compared to the other banks (Scherer, Siddiq
& Tondeur, 2019).
Consider threats in new opportunities
It is possible to concentrate on the opportunities offered by digital transition and overlook
threats that come with it. As new technology emerges, it comes along with solutions to daily
problems. Of course, innovation comes as a result of a problem that has not yet had an optimal
solution. As these solutions are being found, more problems can possibly come, even though
their effects may have been minimized by the solution. As businesses look towards the direction
of transitioning, there should be distinct measures put in place to ensure that threats that come as
a result of the transition are reduced or removed completely. According to Dery, Sebastian, and
van der Meulen, “the Digital Workplace is Key to Digital Innovation.” (2017).
For instance, in the case of Alizz Bank, the fact that it serves several countries in different
continents has brought the challenge of cyber-security. The ability to serve these different
countries widens the cyber scope, hence the bank risks being attacked and information may fall
on wrong hands. This, therefore calls for the bank to find ways to minimize the risk imposed by
such attacks. The bank, may, for instance, come up with a department that deals with risk
management and security assurance. As can be put, high threats require high measures.

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Another threat is in data quality issues. Quality data can be considered a powerful driver
for revenue in the modern world. A talk on data in business perspective refers to very vast
amount of data, formally known as ‘big’ data. As organizations and banking institutions move to
digital systems, issues on data consistency, organization, amount of data to be migrated, data
security poorly defined data and incorrect data may emerge. These issues present a threat on the
integrity, confidentiality and availability of data. Also, the data may get lost. This is an imminent
threat on any organization, since this data is entrusted on them to be safely stored.
CONCLUSION
As technology evolves, all other fields that can evolve with it are bound to follow suit.
Banking is also a field that can evolve with the emerging technology. The traditional mode of
banking has had a lot of disadvantages in service delivery and optimizing the banking process is
more than an obligation (Selvaraj, and Ragesh, 2018). With the move to digital platforms, a lot
of benefits can be seen. While using the digital platform, your customers will become more
empowered, since the digital world is more centered on the customer and does not only rely on
the producer’s ideas. As consumers search for items online, it is possible to rate their liking for a
certain product and therefore enable the producer to produce the much-needed product (Shaikh,
and Karjaluoto, 2016).
Digital media provides a wide range of opportunities for bankers and business owners. A
lot of room has been created for people to work remotely while still performing their duties
without interference. With digitalization, there is a smaller separation distance between the
consumer and the producer, hence there is a next-level audience engagement. Also, real-time
tracking has improved audience-targeting for producers (Sia, Soh, and Weill, 2016).

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Also, metrics are more accurate in a digital world. This is a very vital part of marketing
since these metrics can be used to determine the marketing strategy and also build brand
awareness. Analysist are able to keep track and come up with reports of their consumer’s details.
This gives room for coming up with more accurate customer report and to enhance the efficiency
of advertising campaigns. The idea of digitizing banking and business marketing is so that a
larger audience can be reached. The ease at which audience is reached in a digital market is
higher than how they are reached using traditional means such as billboards and posters (Kumar,
Chetty, Clegg & Vitak, 2019.).
As banks and businesses immerse themselves in the digital marketing field, there is a
need to strategize in order to reach a vast number of people and to increase customers. With an
assured number of customers, it is easier to strategize and know how to offer services effectively.
While strategizing, it is important to know the message that is being sent, know the audience
who is to receive the message, and also understand the expected feedback. Also, be sure to have
the company’s reputation on its highest level (Elueze & Quan-Haase, 2018).

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