IBM Master Thesis Autumn 2017: Banking Customer Experience in KISTA, Sweden

Full title: Master Thesis Autumn 2017: Fundamentally Changed Banking Customer Experience Post 2020.The next few years are expected to bring significant changes to the Financial Services landscape. There are multiple forces such as the accelerated use of disruptive technologies, new entrants, commoditization of regular banking services, regulatory changes strengthening the consumer position and the ease to access capital and quickly build digital branding and market awareness. While there is a multitude of trend reports and general industry research, little has been done to articulate what the tangible new customer value is for the future banking consumer and how it can be developed and operationalized. IBM is looking for supporting research across industries and methods which allows us to develop a more tangible industry Point Of View focused on how the banking consumer in Sweden and the Nordics will be empowered and what the business model implications are for existing banks and new entrants.A) Interview leading experts and research inside IBM (globally) and selected partners. Leverage IBM Industry Business Value research and source information. Explore relevant research and reports from other industries. Assemble new thought leadership hypothesis and interview leading representatives within the Swedish and Nordic Financial Services landscape such as senior leaders from banks, insurance companies, new entrants, industry bodies and other relevant sources.B) Develop a clear view articulating future customer value and how it is manufactured and distributed to the consumer in a post 2020 scenario. Provide for a breakdown model on how disruptive technologies, new ways of providing and customizing data coupled with cognitive computing capabilities have supported/will support this development. Could be a capability maturity model or similar.C) Develop a simulation framework model to develop a scenario modelling tool to assess implications on current business models also taking in consideration to develop a point of view on how banks and financial services firms in the future can develop new revenue models.

• Swedish fluency• English fluency

Global Services

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