Management Scope is Ziptone's media partner

Money is ultimately data, data is money Bart Leurs, chief information & technology officer at Rabobank. He manages 6.000 people and has also been responsible for Rabobank technology worldwide since 1 September. In boardroom magazine Management Scope he explains how the bank views customer data.

The bank's data collection is growing: customers visit the app about two million times a day; about 100 million transactions take place via the app every month and the bank receives 9 million phone calls every year. The bank invests a billion euros a year in new technology. Part of that budget is spent on replacing legacy systems, but a great deal of attention is also devoted to innovative use of algorithms and machine learning.

Manifesto for use of (customer) data

Image: Rogier Veldman

In addition to good information management, the bank also wants to invest in the ethics surrounding the use of customer data. Rabobank has drawn up a manifesto that specifies how the bank will or will not use data. The bank states, among other things, that data always belongs to the customer and “that we want to be completely transparent about what we do with it. The customer is in control and can indicate in the app how we can use his or her data.” As an example of this, Leurs indicates that the customer can deploy algorithms.'

Journeys

The bank also wants to continue with the transition from product-oriented to customer-oriented processes. The bank has identified the most important customer interactions when purchasing products or services in the form of customer journeys, which, according to Leurs, are sometimes still linked to a product. Rabobank's teams are multifunctional, agile teams, grouped around these customer journeys. The challenge now is to ensure that the different departments that are part of a customer journey work together smoothly and that all customer data is centrally managed so that information does not become fragmented. “We are not perfect at that yet, but thanks to customer interaction technology we can already see, for example, whether a caller has been active on the internet before or, for example, can complete his journey later in the app.”

Mortgage conversations: 90 percent via video

Rabobank likes to work with start-ups, but sees Bunq or Adyen primarily as competitors. However, there is collaboration with, for example, a video platform 24sessions, with more than 90 percent of mortgage conversations now taking place via that platform. There are other options in the field of customer due diligence. The regulator is setting increasingly higher requirements for the onboarding of new customers. How do you know who the customer is?

Read the full interview with Bart Leurs on Management Scope. Issue 7 of Management Scope is largely devoted to data and digitization. Effective October 2021, Management Scope will be a media partner of Ziptone, which means that both media outlets will point each other's readers to relevant content.

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