Case study IBM Systems Banking Serving as the technology service company for a banking group encompassing three retail banks with 540 branches and 4,300 employees in Italy, Servizi Informatici Bankadati (Bankadati) and its head of business optimization, Matteo Pizzicoli, naturally found it logical to take a product-centric approach to serving its customers. But Bankadati has been undergoing a fundamental shift for the past several years. Its customers — not technology — are now driving the company’s strategic path, a new model that demands unprecedented IT and process flexibility and agility. Facilitating business transformation “We want to put the customer at the center of our action, so we need to have simple, digital processes that improve the customer experience, raising the

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