1.Coming into 2022, how do you rate the current progress of your digital transformation program?

We’re well advanced in our digitalisation program with a strong innovation springboard for 2022

We’ve made good progress, but there are a few lingering legacy manual processes to work on

We’ve achieved some digital transformation milestones, but there's still significant room for improvement

Well behind where we’d like to be in our digital transformation roadmap

2.What are your digital priorities for the year ahead? (Select top three)

Securing partnerships with capable fintechs and other external tech innovators

Real-time data analytics and data sharing capability

Boosting cybersecurity capability and practice to protect our digital assets

Upgrading legacy core infrastructure

Front-end or customer experience (CX) innovation; new digital interaction platforms

Implementation of automation and AI technologies

Advancing cloud (and multi-cloud) adoption and adaptation

Open Banking adoption and product development

Digital marketing and growing social media presence/capability

Other (please specify)

3.Where would you like to see more investment in your digital program? (Select top three)

Personalisation of customer services

Acquiring and upskilling more digital innovation/tech professionals

Innovative customer experience (CX) and front-end platforms

Development of and use cases for blockchain technologies

Boosting data science and analytics capabilities

Advancements in payments infrastructure

More automation and better use of AI/ML technologies

Internet of things (IoT)/sensor technologies

Overhauling legacy core infrastructure

More access to digital collaboration and knowledge-sharing tools

APIs and leveraging capabilities of digital partnerships

New (digital-ready) product development

Other (please specify)

4.On the scale below, rate your organisation's current (customer-focused) capabilities in your:

Weak

Some progress

Moderate

Strong

Exceptional

N/A

Range of Open Banking product offerings

Weak

Some progress

Moderate

Strong

Exceptional

N/A

Mobile banking platform

Weak

Some progress

Moderate

Strong

Exceptional

N/A

Automated service nudges (e.g. prompts to pay bills)

Weak

Some progress

Moderate

Strong

Exceptional

N/A

Self-service options

Weak

Some progress

Moderate

Strong

Exceptional

N/A

Chatbots

Weak

Some progress

Moderate

Strong

Exceptional

N/A

Ease of digital account opening

Weak

Some progress

Moderate

Strong

Exceptional

N/A

Real-time financial management dashboards

Weak

Some progress

Moderate

Strong

Exceptional

N/A

Personalised product tailoring (e.g. personalised loan options)

Weak

Some progress

Moderate

Strong

Exceptional

N/A

Peer-to-peer payments

Weak

Some progress

Moderate

Strong

Exceptional

N/A

Digital wallet

Weak

Some progress

Moderate

Strong

Exceptional

N/A

Location-based offerings

Weak

Some progress

Moderate

Strong

Exceptional

N/A

Robo advisory services

Weak

Some progress

Moderate

Strong

Exceptional

N/A

5.How prepared was your business for the latest (2022) Covid outbreak and potential lockdowns?

Well prepared. Our systems, operations and processes were well equipped for any potential lockdowns

Reasonably well prepared. A few snags, but productivity losses will be minimal

Not particularly well prepared, but we’re coping

We’re struggling

6.How is your organisation responding to the latest Omicron (Covid) surge?

Our company wants everyone back in the office immediately

We will delay our return to the office until Covid lockdowns ease and continue work from home (WFH) arrangements for all staff until then

We are working towards fully flexible work arrangements (WFH or in-office) and a safe return to the office ASAP

Staff are already free to choose their working arrangements (WFH or in-office). We already have in place fully flexible and safe work arrangements that will continue even after the Covid lockdowns ease

7.How are you managing the reported talent shortfall in the tech and cybersecurity space?

We’re currently facing a dearth of tech talent. We’re looking to hire a range of technology professionals in the new year

We’re prioritising the upskilling of our existing workforce and have programs in place to do achieve this

We want to upskill our staff but don’t yet have sufficient programs in place to achieve this. We’re looking to external training partners

 We’re not facing any present challenges with our supply of tech talent and are well equipped to deliver on our 2022 digital program

8.What key digital skillsets/talents are you prioritising for 2022?

Data science and analytics experts

Cybersecurity and information security experts

CX and UX design experts

Programmers and software engineers

Open Banking specialists

Other (please specify)

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