Digital transformation has changed service delivery for the banking industry in ways that are just beginning. There are still lots of bank branches and plenty of people who use them on a daily basis. But bank executives know they must also deliver a full suite of online services, and this is forcing a decision on how best to leverage cloud technologies.

“It’s providing a new level of service in the digital domain to customers that aren’t traditional ‘go-to-the-branch’ customers,” said Wayne Dunn (pictured, right), senior vice president and chief technical officer at HarborOne Bank. “Younger customers want that same level of service, but they want it provided through mobile banking, online banking.”

Dunn visited with Stu Miniman (pictured, left) (@stu), host of theCUBE, SiliconANGLE’s mobile livestreaming studio, at the recent WTG Dell EMC Users’ Group event in Boston, Massachusetts. They discussed why HarborOne Bank is evaluating a hybrid model, stakeholder involvement and the growing challenge of digital currencies. (* Disclosure below.)

HarborOne is New England’s largest state-chartered co-operative bank. It participated during the user group event to gain additional insight into a hybrid cloud model for delivery of banking services for online customers.

“Right now it’s about taking a hybrid approach between on-prem and hosted solutions. That’s something that we’re really exploring in order to become more nimble,” Dunn said.

Collaborative approach for tech delivery

HarborOne takes a collaborative approach when designing new technology services. When the bank introduced a paperless account opening process, the operations, retail and technology divisions were all involved in the delivery.

“All the stakeholders are at the table, and there’s a business purpose to what we do,” Dunn explained. “You can’t do technology for technology’s sake; it has to serve the business goal and mission.”

The entire banking industry is facing new challenges as digital currencies, and the platforms that run them, are gaining greater interest among financial institutions. And the companies that operate in the digital currency realm have, so far, not been subjected to the same oversight as traditional banks, Dunn explained.

“Our biggest challenge is that a lot of our competitors aren’t banks. They’re not regulated the same way that we are,” he stated.

Watch the complete video interview below, and be sure to check out more of SiliconANGLE’s and theCUBE’s coverage of WTG Dell EMC Users’ Group. (* Disclosure: TheCUBE is a paid media partner for WTG Dell EMC Users Group. Neither Winslow Technology Group, the event sponsor, nor other sponsors have editorial influence on theCUBE or SiliconANGLE.)

Photo: SiliconANGLE