Customer Experience in Technology Consulting: Expanding the capabilities of technology consultants through the adoption of a customer-centric approach

Customer experience (CX) is becoming increasingly important for companies in the financial sector. Digital engagement accelerated due to the pandemic, resulting in a higher demand for optimized digital customer experiences and user-friendly IT systems. Companies in the financial sector have to keep up with the digital transformation and bring...

The Agile Windmill: Unleashing Project Success in Dutch Asset Management

The use of Agile methodologies has been steadily growing in popularity in recent years, with many organisations across various industries adopting it to manage their projects. This shift in project management practices has replaced traditional project management styles, and Agile methodologies like Scrum, SAFe, and Kanban are widely used....

The factors determining cloud platform adoption: An exploratory study of the Dutch financial sector using the Best-Worst Method (BWM)

The financial industry has been significantly transformed by innovations, but traditional banks have managed to maintain their dominant position without implementing many innovations. However, new technologies have caused a shift and should no longer be ignored. Financial institutions are now facing competition from high-tech newcomers, also...

DORA: Friend or Foe: A Qualitative Study into the Perceptions of the Financial Sector in the EU on the Expectation of the Digital Operational Resilience Act

The rapid development of technology gives many opportunities but brings threats as well. The digitization of the financial sector has made the threat for cyber attacks significant. Cyber attacks such as the Petya virus or the Wannacry attack have exposed the vulnerability of the critical infrastructure. The financial sector is especially prone...

Analysing the implementation of the combination of ESG data, Big Data and AI within a financial institution, an explorative case study

Over the last few years, regulations, changes in governance, and societal pressure have led to a push to rethink a firms’ approach to sustainability. This push created a need to place sustainability and numerous relevant technologies and approaches at the centre of the firms’ decision-making process. Within the financial industry, the...

An approach to explore new business concepts: A case study of Group Innovation of ABN AMRO

To stay relevant and beat the competition, corporate organisations must innovate disrtupively. Within the financial services industry, it proves hard to remain competitive and stay relevant in a rapidly changing environment. In response to this, Group Innovation was established as the innovation department of ABN AMRO to...

Orchestrating in the era of cross-sector ecosystems: A business proposal for Accenture's role in ecosystem orchestration

The financial services sector is under pressure. These days, customers want holistic services tailored to their personal needs. This increased customer demand forces institutions to rethink the services they offer. In addition, new regulations press upon this sector. Know Your Customer and PSD2 are examples of regulations that make the current...

Impact of expected network effects on the choice of openness of a financial platform

Financial institutions want to participate in the digitization services demanded by consumers. “Banking-as-a-platform” is an increasingly popular business model. By way of this business model, traditional banks and fintechs move from a fully controlled environment, with a full end-to-end product or service without external service suppliers, to...

Environmental Sustainability Through Finance: Using the United Nations’ Sustainable Development Goals to gauge financial institutions’ indirect environmental impact

The United Nations' Sustainable Development Goals (SDG) form potentially a great communications framework for financial institutions to report on their indirect environmental sustainability performance. To date, however, no serious effort has been made to specifically assess a financial institution's indirect impact - its impact through the...

Block and Mortar: A blockchain-inspired business model for mortgage funding market place

Blueprint for the STIG1.0: setting the performance indicators

Spatial Data Infrastructures (SDIs) have been developed over the last decades all over the world. SDI is the integration of several components to create a platform which enables a wide variety of stakeholders to access, share and use spatial data in an efficient and effective way. To stimulate the SDI development effectively and efficiently, it...

Understanding Communication Preferences of Banking Customers

Banks and service companies in general are facing problems with multi-channel management, especially in the context of outbound communication. Problems are the high costs of the multi-channel systems, unsatisfied cus-tomers, and few customers who interact with companies. Personalization of the selection of communication channel to reach a...

The STIG: A new SDI assessment method

To stimulate the Spatial Data Infrastructures (SDI) development effectively and efficiently, it is key to assess the progress and benefits of the SDI. Currently, several SDI assessment methods exist. However, these are still in an infant stage and none of these appear to meet the requirements of practitioners. As a result, SDI decision makers...

Redesigning the “Mijn OHRA” account: From ring to click

This master thesis shows the process and results of the graduation project of the master program Strategic Product Design at Delft University of Technology. The project was executed for OHRA (“Onderlinge ziekteverzekering der Hoogere Rijks-Ambtenaren”), a Dutch insurance company located in Arnhem. They focus on customer service by providing...