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about=\u0022\/case\/telenor-serbia\u0022 class=\u0022case-study full clearfix case-details-page-wrapper\u0022\u003E\n  \u003Cdiv class=\u0022container-fluid case-details-block green-january full-width-wrapper\u0022\u003E\n    \u003Ca id=\u0022scrolltop_button\u0022\u003E\u003C\/a\u003E\n\n    \u003Cdiv class=\u0022row\u0022\u003E\n      \u003Cdiv class=\u0022col-lg-12 full-width-inner-wrapper\u0022\u003E\n        \u003Cdiv class=\u0022row\u0022\u003E\n          \u003Cdiv class=\u0022col-lg-12 btn-group\u0022\u003E\n            \u003Ca href=\u0022\/search\u0022 class=\u0022btn padding-5 insead-white green-december-text rounded-2 back-to-search-button\u0022\u003E\n              Back to Search\n            \u003C\/a\u003E\n          \u003C\/div\u003E\n        \u003C\/div\u003E\n\n        \u003Cdiv class=\u0022row\u0022\u003E\n          \u003Cdiv class=\u0022col-lg-12 badges-block\u0022\u003E\n           \u003Cspan class=\u0022green-june-text text-uppercase 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id=\u0022sortable_tab\u0022 role=\u0022tablist\u0022\u003E\n                \u003Cli class=\u0022active nav-item\u0022\u003E\u003Ca data-bs-target=\u0022#home\u0022 data-bs-toggle=\u0022tab\u0022 href=\u0022#home\u0022 class=\u0022nav-link active\u0022\u003EHome\u003C\/a\u003E\u003C\/li\u003E\n                                  \u003Cli class=\u0022nav-item\u0022\u003E\n                    \u003Ca href=\u0022\/ajax\/microsite\/42856\u0022 class=\u0022nav-link disabled\u0022 rel=\u0022tooltip\u0022 title=\u0022Only users logged in as Educators can access this page.\u0022\u003ERestricted Material for Instructors\u003C\/a\u003E\n                  \u003C\/li\u003E\n                              \u003C\/ul\u003E\n              \u003Cdiv class=\u0022tab-content\u0022 id=\u0022sortable_tab_content\u0022\u003E\n                \u003Cdiv class=\u0022tab-pane fade show active\u0022 id=\u0022home\u0022 role=\u0022tabpanel\u0022 aria-labelledby=\u0022home-tab\u0022\u003E\n                  \u003Cdiv class=\u0022addthis_inline_share_toolbox\u0022\u003E\u003C\/div\u003E\n                                      \u003Cdiv class=\u0022tab-content-block\u0022\u003E\n                      \u003Cdiv class=\u0022tab-subtitle green-july-text\u0022\u003ESummary\u003C\/div\u003E\n                      \u003Cdiv class=\u0022p-14 insead-grey-dec-text\u0022\u003E\n                        \u003Cp\u003E\n                          \u003Cp\u003EIn this case study, we are analyzing how one of the biggest international telecommunications providers, Telenor, has used this weakness of financial institutions and has successfully launched the first mobile only bank in Serbia \u2013 Telenor Banka. The CEO of Telenor Banka is an INSEAD Alumni and is working with us on this case.\u003Cbr\u003E\u003C\/p\u003E\n\u003Cp\u003EThe Case is illustrating how companies can create a successful business by enhancing traditional (marketing) strategy frameworks with innovative digital approaches and technologies in new, under-developed markets. Telenor has revolutionised the entire customer experience across the most important touchpoints by leveraging digital trends like big data analytics, artificial intelligence, augmented reality or community building through social media marketing. More specifically, the case discusses topics like digital marketing, digital disruption, customer experience strategies, customer segmentation, omni-channel strategies, and brand positioning \u0026amp; architecture strategies. \u003Cbr\u003E\u003Cbr \/\u003E\nThe case also illustrates how digital practices foster business-model innovation that may not only change the competitive landscape but represent a \u2018quantum leap\u2019. Finally, the case discusses key enablers that organisations have to put in place to make a digital transformation work: the success of Telenor Bank Serbia was also driven by organisational change, leadership skills, the right vision and new management approaches like design thinking and lean management.\u003C\/p\u003E\n\n                        \u003C\/p\u003E\n                      \u003C\/div\u003E\n                    \u003C\/div\u003E\n                  \n                  \n                                      \u003Cdiv class=\u0022tab-content-block\u0022\u003E\n                      \u003Cdiv class=\u0022tab-subtitle green-july-text\u0022\u003ETeaching objectives\u003C\/div\u003E\n                      \u003Cdiv class=\u0022p-14 insead-grey-dec-text\u0022\u003E\n                        \u003Cp\u003E\n                          \u003Cp\u003EThis case will touch upon a variety of important strategic decisions when it comes to marketing \u0026amp; branding in the digital world:\u003Cbr\u003E\u003Cbr \/\u003E\n. Marketing planning for new product \u0026amp; services in a digital world\u003Cbr\u003E\u003Cbr \/\u003E\n. Understand digital trends that are disrupting financial services \u003Cbr\u003E\u003Cbr \/\u003E\n. Leverage digital trends to generate new or optimize existing products, brands, and content \u003Cbr\u003E\u003Cbr \/\u003E\n. Understand today\u0027s customers and their evolving needs and expectations \u003Cbr\u003E\u003Cbr \/\u003E\n. Understand why digital should be the default approach to customer engagement and not just a bolt-on \u003Cbr\u003E\u003Cbr \/\u003E\n. Understand the new rules of competition \u003Cbr\u003E\u003Cbr \/\u003E\n. Leveraging digital trends to optimize customer experiences \u003Cbr\u003E\u003Cbr \/\u003E\n. Brand identity and positioning in a digital world \u003Cbr\u003E\u003Cbr \/\u003E\n. Leveraging communities and content to build strong brands in a digital world \u003Cbr\u003E\u003Cbr \/\u003E\n. Understand key enablers that allow for a digital transformation \u003Cbr\u003E\u003Cbr \/\u003E\n. Transforming the organization itself is tougher than mastering the technology \u003Cbr\u003E\u003Cbr \/\u003E\n. Understand the importance of a flexible, agile and collaborative organization \u003C\/p\u003E\n\n                        \u003C\/p\u003E\n                      \u003C\/div\u003E\n                    \u003C\/div\u003E\n                  \n                                      \u003Cdiv class=\u0022keyword-content-block\u0022\u003E\n                      \u003Cdiv class=\u0022tab-subtitle green-july-text\u0022\u003EKeywords\u003C\/div\u003E\n                      \u003Cdiv class=\u0022p-14 insead-grey-dec-text\u0022\u003E\n                        \u003Cul class=\u0022individual-page-keywords\u0022\u003E\n                                                      \u003Cli\u003E\n                              Digital transformation\n                            \u003C\/li\u003E\n                                                      \u003Cli\u003E\n                              Digital disruption\n                            \u003C\/li\u003E\n                                                      \u003Cli\u003E\n                              Digital marketing\n                            \u003C\/li\u003E\n                                                      \u003Cli\u003E\n                              Banking\n                            \u003C\/li\u003E\n                                                      \u003Cli\u003E\n                              Mobile banking\n                            \u003C\/li\u003E\n                                                      \u003Cli\u003E\n                              Customer centricity\n                            \u003C\/li\u003E\n                                                      \u003Cli\u003E\n                              Customer experience\n                            \u003C\/li\u003E\n                                                      \u003Cli\u003E\n                              Digital innovation\n                            \u003C\/li\u003E\n                                                      \u003Cli\u003E\n   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green-october-text case-author\u0022\u003E\u003Cspan class=\u0022green-april-text text-uppercase\u0022\u003E\u003C\/span\u003E\u0026nbsp;CASE STUDY\u003C\/p\u003E\n        \u003Cdiv\u003E\n                    \u003Cimg class=\u0022lang-icon\u0022 src=\u0022\/themes\/custom\/case_publishing\/dist\/images\/language_icons\/Russian.png\u0022 alt=\u0022extra\u0022 title=\u0022Russian translation\u0022\u003E\n                                  \u003C\/div\u003E\n  \u003C\/div\u003E\n  \u003Cp class=\u0022font-size-16 recently-viewed__title mb-2 green-october-text\u0022\u003E \u003Ca class=\u0022green-october-text\u0022 href=\u0022\/case\/telenor-revolutionizing-retail-banking-services-serbia-digital-transformation-customer-experience-russian?src=related-case\u0022 rel=\u0022bookmark\u0022\u003E\u003Cspan class=\u0022field field--name-title field--type-string field--label-hidden\u0022\u003ETelenor: Revolutionizing Retail Banking Services in Serbia - Digital Transformation of the Customer Experience (Russian)\u003C\/span\u003E\n\u003C\/a\u003E\n  \u003C\/p\u003E\n\n      \u003Cp class=\u0022font-size-12 green-october-text case-author\u0022\u003E\u003Cspan class=\u0022green-april-text\u0022\u003EBy\u003C\/span\u003E\u0026nbsp;\n  \u003Cspan class=\u0022field--item author-name-item\u0022\u003E\u003Ca href=\u0022\/author\/joerg-niessing\u0022 hreflang=\u0022en\u0022\u003EJoerg Niessing\u003C\/a\u003E,\u0026nbsp;\u003C\/span\u003E\n  \u003Cspan class=\u0022field--item author-name-item\u0022\u003E\u003Ca href=\u0022\/author\/hilke-plassmann\u0022 hreflang=\u0022en\u0022\u003EHilke Plassmann\u003C\/a\u003E\u003C\/span\u003E\n\n\n\u003C\/p\u003E\n  \n    \n        \n        \n  \u003Cdiv class=\u0022row cases-links-block\u0022\u003E\n    \u003Cdiv class=\u0022col-lg-12\u0022\u003E\n      \u003Cul class=\u0022cases-links\u0022\u003E\u003C\/ul\u003E\n    \u003C\/div\u003E\n  \u003C\/div\u003E\n\n\n      \u003Ca id=\u0022add-to-cart\u0022 class=\u0022use-ajax btn white-text 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green-july-text\u0022\u003E\n                  \u003Ch4\u003E\n                    \u003Ca href=\u0022\/author\/joerg-niessing\u0022 class=\u0022green-july-text\u0022 target=\u0022_blank\u0022\u003E\n                      Joerg\u0026nbsp;Niessing\n                    \u003C\/a\u003E\n                  \u003C\/h4\u003E\n                \u003C\/div\u003E\n                \u003Cdiv class=\u0022sidebar-sub-content green-december-dark-text author-designation\u0022\u003E\n                  Senior Affiliate Professor of Marketing\n                \u003C\/div\u003E\n              \u003C\/div\u003E\n            \u003C\/div\u003E\n                      \u003Cdiv class=\u0022sidebar-block-body\u0022\u003E\n              \u003Cdiv class=\u0022author-image-wrapper\u0022\u003E\n                                  \u003Cimg src=\u0022\/sites\/publishing\/files\/Hilke-Plassmann-12817_70.jpg\u0022 alt=\u0022Plassmann\u0022 class=\u0022rounded-circle\u0022\/\u003E\n                              \u003C\/div\u003E\n              \u003Cdiv class=\u0022sidebar-content\u0022\u003E\n                \u003Cdiv class=\u0022sidebar-sub-title green-july-text\u0022\u003E\n                  \u003Ch4\u003E\n                    \u003Ca href=\u0022\/author\/hilke-plassmann\u0022 class=\u0022green-july-text\u0022 target=\u0022_blank\u0022\u003E\n                      Hilke\u0026nbsp;Plassmann\n                    \u003C\/a\u003E\n                  \u003C\/h4\u003E\n                \u003C\/div\u003E\n                \u003Cdiv class=\u0022sidebar-sub-content green-december-dark-text author-designation\u0022\u003E\n                  Professor of Marketing\n                \u003C\/div\u003E\n              \u003C\/div\u003E\n            \u003C\/div\u003E\n                  \u003C\/div\u003E\n\n      \u003C\/div\u003E\n    \u003C\/div\u003E\n  \u003C\/div\u003E\n\u003C\/div\u003E\n\n","settings":null}]