KBC's digital transformation: a strategic response (A)
Verweire, Kurt Viaene, Stijn De Prins, Peter
Verweire, Kurt
Viaene, Stijn
De Prins, Peter
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Publication Year
2017
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Book
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Publication NUmber of pages
22
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Abstract
This is part of a case series. We follow Erik Luts, the responsible for Direct Channels at KBC Belgium. Together with Daniel Falque, CEO of KBC Belgium, and Johan Lema, Senior General Manager Customer Support Retail & Businesses, he has been working to get KBC ready for the digital age. They are leading an organisation-wide transformation to an omni-channel and customer-centric bank and insurance group, relying on new approaches to digitisation. Although the company has made significant progress with the execution of its strategy, there are still significant hurdles to be taken. One of the major hurdles is gaining acceptance of the strategy in the branches, still the main channel of the bank in Belgium.
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Keywords
Strategy, Disruptive innovation, Change, ICT, Program management, Project management, Digital, Retail banking