| Day 1 |
8:30 AN to 4:30 PM |
Emphasize & Establishing Core: Putting Customer First with Deep Insights |
| I. Welcome and Introduction |
- Course overview/ icebreaker: “What’s your customer’s biggest AML gripe?”
- Design Thinking: Empathize – Why customer needs drive innovation (insight: Establish Core). .
- Avoiding Abilene Paradox: Speak up to prioritize customers
|
| II. Mapping Customer Jobs in AML |
- Job Mapping: 8 onboarding steps & AML pain points spotting
- E.g., 19% drop-off due to lengthy KYC – DocuSign
- Case: A bank fined $621,000 for AML overshadowing customer trust.
-
|
| III. Emphathy in Action |
- Simulated customer interviews: Role-play to understand frustrations with AML processes
- Example: Thomson Reuters cut 12,000+ false positives monthly, easing customer interactions
|
| IV. Workshop: Define Your Core Customer |
- Group exercise: Identify your bank’s core customers and their top needs (Establish Core).
- Homework: Interview a frontline employee about AML-related customer feedback.
|
| Day 2 |
8:30 AM to 4:30 PM |
Define & Expand Within – Pinpointing AML Problems:Framing Customer Challenges for Innovation |
| XIV. Defining the Problem |
- Design Thinking: Define – Turn empathy into actionable problems.
- Expand Within – Build on core customer insights to refine existing processes.
- Stat: 75% of banks take over 5 minutes for onboarding (DocuSign).
|
| XV. Tech as Problem Solver |
- AI and e-KYC: How a Tier 2 US bank cut alerts by 55% (SAS).
- Demo: Digital onboarding that speeds up KYC without AML risks.
|
| XVI. Involving the Frontline |
- Insight: Use frontline staff insights (e.g., tellers) to define AML friction.
- Group discussion: Share homework findings and identify patterns.
|
| XVII. Workshop: Problem Statements |
- Teams craft clear problem statements
- E.g., “Customers abandon accounts due to slow AML checks”
- Homework: Research one tech solution to a defined problem
|
| DAY 3 |
1:30 PM to 4:30 PM |
Ideate – Generating Customer-Centric AML Solutions Brainstorming Beyond AML Constraints |
| Morning Section: Commute to California; Hereunder are for Afternoon Section |
| I. Ideation Unleashed |
- Design Thinking: Ideate – Creative solutions for customer needs
- Expand Within – Enhance core offerings with fresh ideas.
- Example: A bank turned KYC into a 1-minute process with AI (SAS).
|
| II. Tools for Innovation |
- Techniques: Brainstorming, “How Might We” questions
- Case: Bank of America’s “Keep the Change” adapted for AML context
|
| III. Workshop: Idea Generation |
- Teams brainstorm 10+ solutions to Day 2’s problem statements (e.g., faster transaction monitoring).
|
| IV. Feedback Round |
- • Pitch ideas; peers refine them with AML feasibility in mind
|
| Day 4 |
8:30 AM to 4:30 PM |
Prototype & Stretch Into New Areas – Testing Customer Solutions Building and Scaling Innovations
|
| I. Prototyping for Customers |
- Design Thinking: Prototype – Create tangible solutions.
- Stretch Into New Areas – Explore new segments or capabilities.
- Example: e-KYC for digital nomads as a new market
|
| II. Managing AML Risks |
- Best practices: AI monitoring cuts effort from weeks to minutes (SAS).
- Quick fixes to keep regulators happy while testing
|
| III. Workshop: Build Prototypes |
- Establish a robust AML/CTF Compliance Program.
- An independent review of AML/CTF Program
|
| IV. Role-Play: Stakeholder Buy-In |
- Pitch prototypes to “regulators” or “customers”; refine based on feedback
- Homework: Plan a small-scale test for your prototype
|
| Day 5 |
8:30 AM to 4:30 PM |
Test & Systematic Strategy – Implementing Customer Wins Turning Ideas into Action |
| I. Testing and Learning |
- Design Thinking: Test – Evaluate and iterate solutions
- Systematic Strategy – Establish, Expand, Stretch roadmap
- Trends: Crypto and decentralized ID as future customer needs
|
| II. Action Planning |
- Template: Goals, timelines, and metrics (e.g., reduce 50% onboarding time)
- Individual work: Draft your bank’s customer-focused AML plan.
- Roundtable: Share plans; get peer feedback to sharpen execution.
|
| III. Wrap-Up & Next Steps |
- Key takeaways: Avoid Abilene Paradox, prioritize customers, innovate systematically.
- Certificates
|
| Site visit and experience sharing from a US banks or money transmitter’s head office/agents. |