Abstract
The crisis with the COVID-19 pandemic shows investors, policy makers and the general public that natural disasters can cause economic damage on an unprecedented scale. The pandemic has made customer experience even more differentiated, so banks, financial service providers and insurance companies need to optimize their operations and transform existing business models to meet new requirements and withstand competitive pressure. Because the processes are the "veins" of a highly regulated business, they must adapt to unprecedented change. Changing business models, disruptive technologies, and compliance pressures are forcing traditional institutions to reorganize the way they do business. Digital transformation, the macro trend that has defined the past decade, has accelerated at an incredible rate during 2020. Creative new solutions are made out of the need for people to connect despite physical distance. In addition, customer expectations have changed, so many of them want to be provided with ongoing personalized services. But moving from the old service delivery system to modern solutions has never been an easy task.
Highlights
Pandemija COVID-19 je promenila način poslovanja, ali rukovodioci organizacija moraju da analiziraju i druga globalna pitanja koja će oblikovati poslovanje u 2021. godini
they must adapt to unprecedented change
out of the need for people to connect despite physical distance
Summary
Početkom 2020. godine banke i druge finansijske institucije imale su razlog da budu sigurne, jer se decenija nakon globalne finansijske krize karakterisala povećanjem njihove veličine i profitabilnosti. Iskustvo klijenata, upravljanje troškovima i rizicima ostaju glavni prioriteti banaka i osiguravača, pandemija je pojačala izazov kod donosilaca odluka u postavljanju. Da bi se pozabavile globalnom poslovnom transformacijom, obezbedile efikasno upravljanje rizicima ili rešile probleme u industriji, banke i finansijske institucije moraju agilnost i transparentnost učiniti delom svog poslovanja, a ne samo opcionim dodatkom. Godini [13] U poređenju sa svim prethodnim krizama ‒ uključujući globalnu finansijsku krizu, šokove cena nafte 1970-tih ili čak Veliku depresiju 1930-ih, pandemija COVID-19 ima najznačajniji uticaj na globalnu ekonomiju, sa padom svetskog BDP većim od 6%" PwC [14]. Upravljanje složenošću moderne banke ili finansijske institucije samo po sebi može biti značajan napor, a promena bilo kog elementa može izgledati gotovo nemoguća. Poboljšanje procesa u jednoj oblasti može imati obostrano snažan uticaj na procese u drugim oblastima U ovom slučaju uočavaju se neke iznenađujuće paralele sa globalnim odgovorom na pandemiju COVID-19
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