Abstract

The case “Scotiabank: Supporting Customers and Employees Navigate through the COVID-19 Crisis” talks about how the Canada based multinational banking and financial services company, Scotiabank navigated through the COVID – 19 crisis. The case starts out with a brief history of Scotiabank. It then describes the company’s business strategy, which included the launch of innovative products by using digital technologies. The case touches upon the services launched by Scotiabank to ensure that customers had a stress-free banking experience and employees could support customers continuously during COVID – 19 pandemic. The case also describes the various financial products launched by Scotiabank to help customers overcome financial uncertainty. It also highlights how the bank was focussing on improving both its branch experience and user experience on its mobile banking application.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

• Understand how companies create better customer experience using digital technologies.
• Understand the strategies adopted by banks to combat COVID-19.
• Understand how technology solutions are key to banks’ strategies to fight against COVID-19 crisis.

Keywords

Banking; Banking Technology; COVID-19; Scotiabank; Smart Automation; Digital Products; Intelligence Automation; Digital Factory; Digital Channels; Digital Banking; Business Continuity Plan; Banking for Seniors; Intelligent Deposit Machines; Technology Strategy; Business Environment