Gartner, Inc. has announced the end-user winners of the Gartner Financial Services "Eye on Innovation" Awards. The awards recognize innovative use of technology-enabled capabilities to highlight best-in-class financial industry initiatives launched within the past 12 months and to offer insight into developments in digital innovation.
The finalists presented their case studies during Gartner Symposium/ITxpo, and winners were selected by the audience. The overall regional winner for Europe, the Middle East and Africa was Markerstudy Insurance and the winners for each category were:
Most Innovative Digital Customer Service or Product:
Winner: Markerstudy Insurance — The use of video telematics in VisionTrack allows Markerstudy to track a vehicle, predict driving patterns and warn customers of potential accident black spots on their journey ahead. Targeting the fleet industry, owners are able to effectively manage their vehicles, monitor driver behaviour and benefit from a true picture of events should any incident occur. VisionTrack has led to a significant decrease in fleet insurer costs, with a typical fleet of 65 vehicles seeing an average reduction of £20,000 in its premium after implementation. Markerstudy is also seeing a lower number of claims from customers and a considerable reduction in fraud.
Finalist: Ageas — Back Me Up is an innovative insurance product that offers customers real flexibility with their insurance cover. Unlike traditional insurance policies, Back Me Up doesn't commit customers to an annual contract. Instead, they pay by monthly subscription and are free to amend or cancel their policy whenever they want; swapping items in and out of their policy and adding extra cover where required. Because Back Me Up is web- and app-based, cover can be amended anytime and anywhere.
Finalist: Banco BPI — Digital account opening forms part of Banco BPI's GoBanking initiative, and is designed to simplify and streamline the account opening process. Instead of having to visit a branch, customers can open an account at their own convenience using a mobile device that can digitize all the paperwork. Digital account opening is transforming the customer experience at Banco BPI, as well as reducing the time it takes to open an account by as much as 80 percent.
Most Innovative Digital Business Model:
Winner: CaixaBank — imaginBank is, according to CaixaBank, the first mobile-only bank in Spain and the first in the world that is available only via mobile app or social networks. Targeted at millennials, imaginBank is transforming the way in which customers interact with their bank. Customers have total control over their personal finances through the free mobile app and can use Facebook to check their account balance, set budgets, carry out transfers to a mobile phone number and even take out loans.
Finalist: Akbank — Akbank's Anahtar solution has revolutionized portfolio optimization for the bank's 4,000 relationship managers (RMs) across Turkey. By combining available customer information with analytical models, each RM is now able to offer a mix of products that better meet the individual customer's needs. Initial analysis suggests that the ability to consolidate customer communication onto one platform is saving RMs two hours a day.
Finalist: DenizBank — DenizBank has partnered with Qapel (provider of a mobile app) to establish a mobile Groupon-like system. This system leverages gamification and allows users to interact via social media and spend a virtual currency through the bank's fastPay merchant network.
Most Innovative Digital Cost Saving Initiative
Winner: DenizBank — DenizBank has created a mobile branch solution that enables portfolio managers (PMs) to service all of a customer's banking needs at their home or office. Equipped with a tablet, branch PMs can travel to a customer's home or workplace and manage all their banking transactions (except for cash). PMs can also optimize their time with the customer by accessing the transaction history stored in their CRM profile and suggesting other relevant services and products.
Finalist: CaixaBank — CaixaBank's digital proximity initiative has been designed to free up staff time to focus on client relationship building, providing tailored advice and suggesting new and relevant products. Clients can speak to an assigned advisor via telephone, chat, videoconference and "The Wall," a secure communication and documentation client-advisor exchange channel. This digital transformation has led to 32 percent of the bank's transactions now taking place on the internet and 21 percent by mobile.
Finalist: PKO Bank Polski — PKO Bank Polski is focused on developing an easy way for citizens to submit their online application forms for child benefit, as part of the Polish government's "Rodzina 500 plus"(Family 500+) programme, and to implement a single sign-on (SSO) from the iPKO/Inteligo online banking facility to the Social Security Administration portal (PUE) of the Social Insurance Institution (ZUS). On the day it was launched, 110,000 application forms were submitted and this has since grown to nearly 600,000 online applications.
Award submissions were assessed using a robust and dynamic framework to ensure that the assessment process is pertinent and objective. The Gartner Awards Framework (GAF) is utilized as a structured model of assessment that enables the participating organizations to be benchmarked against world-class performance standards. The GAF consists of specialized assessment modules pertaining to the evaluation criteria for each of the award categories. The criteria and subcriteria provide a robust set of requirements that are used as the methodology for benchmarking and learning among the participating organizations.
The identification of a Gartner award winner or finalist is not an endorsement by Gartner of any vendor, product or service.
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