Page 24 - PR COMMUNICATION AGE July - December 2020

innovative software solutions for Customer Relationship
Management, Digital Platforms for providing service the
paradigm shift has already happened in terms of expectation
by customers in terms of traditional services to overall PEOPLE CHANGE
financial solutions to cater all financial needs of customer in MANAGEMENT
a speedy, hassle free manner as a one stop solution.

Before coming to the attributes that are needed in staff and
usage of technology as innovative change manager let us
first understand change management process.
TECHNOLOGY PROCESS
Change Management Process
1) Need Assessment - Scope, Concept, current and future
state needs to be addressed here.
2) Design - Process, Cost, Risk Analysis, Information to be
dealt here People - Most carefully planned changes are destined to
failure if effective communication is not made to people
3) Implement - Tools and skills available to be used, stage involved, that to in a apt manner explaining why, how, when,
of execution
where of change requirement and its effect.
4) Manage - Manage the people, processes and
technology for expected result Process - Right processes for right task is handled in right
5) Evaluate - Evaluate the end results against standard set manner by right person is quintessential of successful change
of target, identify deviations from the target, take management.
necessary actions to rectify deviation i.e. take
corrective actions and attain results Technology - This can be a key to bring everything in order
and at right place and to complete the circle, acting as a
catalyst to ensure successful and hassle free change
management.

Change management with perspective of

various department of bank
Information Technology
With the focus shifting on digital banking the key
responsibilities in bank shifted to the IT department which
includes creation of robust systems and platforms for
customer service. As the data has become the key resource
in era of digital banking, it's capturing, storing and retrieving
and prevention from unauthorized access has created a
need of special focus on area of IT Security. With increased
reliance on digital banking the issues and concerns over
cyber security has also increased to protect customer's
money from fraudsters, so needless to say that constant
innovation like block chains and artificial intelligence tools
The entire change management gamut stands on 3 pillars has open the new facets of providing enhanced customer
i.e. People, Process and Technology experience by means of various mobile applications etc ,

"The richest person you can marry is not the one with the most money, but with the most love."

24 PR COMMUNICATION AGE July - December 2020