The Top 5 Digital Transformation Trends of 2024
By Julian Bowman, MD of riivo UK
As we edge towards 2025, digital transformation continues to reshape industries, such as financial services. From fintech startups to established institutions, innovation is no longer a choice—it’s a necessity. At riivo, we’ve identified five key digital transformation trends shaping this evolution, particularly in financial services across South Africa and the UK. See these trends as actionable pathways to greater efficiency, growth, and improved client experiences into 2025.
1. The Rise of WhatsApp in Process Flows
Many industries are leaning into WhatsApp as a critical channel for process automation and customer engagement. It’s more than just a messaging app; it’s becoming a core operational tool.
Related: The Future of Business Process Automation with Low Code Platforms
Why WhatsApp? WhatsApp’s ubiquity ensures accessibility—most clients already have it installed and use it daily. Integrating WhatsApp into workflows allows for real-time notifications and client self-service options, reducing the need for manual intervention. For instance, clients can check account balances, receive transaction alerts, or upload documents seamlessly.
Impact on Operations Using WhatsApp reduces inbound queries significantly. By offering guided processes through chatbots or automated flows, financial institutions can handle common customer requests faster, freeing up teams for more complex tasks. This efficiency also enhances client satisfaction by providing instant, 24/7 service.
Ready to elevate your customer communications? Let’s talk.
2. AI Implementation for Streamlining Processes
Artificial intelligence (AI) is moving from the buzzword phase into practical, everyday applications within financial services. One standout use case? Dynamic data extraction.
Related: AI and Low Code Pushing the Boundaries
The Role of Dynamic Data Extraction AI-powered tools can extract and process data from documents—think invoices, loan applications, or identification documents—within seconds. This not only reduces errors but also accelerates onboarding, underwriting, and compliance processes.
Broader Applications AI isn’t limited to data extraction. Predictive analytics can assess client behaviour to reduce churn, while natural language processing (NLP) powers chatbots that handle client queries with human-like interactions.
Overcoming Barriers While the promise of AI is enormous, challenges such as ethical concerns and legacy system integration remain. Partnering with low code agencies like riivo can help financial institutions deploy AI incrementally, ensuring compatibility and ethical compliance.
3. Client Portal Front-Ends for Collaboration
The business world is becoming more client-centric, and self-service is no longer a nice-to-have—it’s an expectation. Enter client portals: the ultimate tool for fostering internal and external collaboration.
What Makes a Good Client Portal? A well-designed client portal allows clients to access personalised dashboards, download statements, upload documents, and interact with customer support, all in one secure space. But beyond functionality, portals must prioritise user experience. An intuitive interface with seamless navigation builds trust and loyalty.
Benefits for Internal Teams Portals don’t just empower clients; they streamline operations for internal teams. By centralising data and interactions, teams can collaborate effectively, resolve issues faster, and align on client needs.
Future-Proofing Portals As these portals evolve, integration with other systems (e.g., CRMs or accounting platforms) will become essential. Open API strategies and low code development platforms like Bubble are ideal for creating portals that grow with your organisation.
Related: Case Study: Innovating Insurance
4. Power Platform Adoption and Integration
Microsoft’s Power Platform is emerging as a favourite for most industries that want to modernise their internal systems. Its suite of tools—Power BI, Power Apps, Power Automate, and Power Virtual Agents—offers unparalleled versatility.
Related: How to Set Up Your Microsoft Power Platform Environments for Internal Innovation with Lower Risk
Why the Power Platform? The Power Platform excels in simplifying complex workflows. Power Automate can digitise repetitive tasks like compliance checks, while Power BI delivers data insights that drive decision-making.
Integrations Are Key Increasingly, organisations are connecting the Power Platform with external systems—from accounting software to client portals. This interconnectedness ensures data flows seamlessly, enabling more informed decisions and real-time collaboration.
Challenges to Address One key challenge is ensuring non-technical teams adopt the platform effectively. This is where citizen development (see next trend) becomes critical. Training and internal advocacy can accelerate adoption and maximise ROI
5. The Rise of Citizen Development
Citizen development—where non-technical staff use low-code platforms to create applications—is revolutionising financial services. Empowering internal teams to innovate independently accelerates digital transformation while reducing IT bottlenecks.
Why It Matters Modern industries operate in fast-paced environments where agility is critical. Citizen developers can quickly build tools to address emerging needs, from client onboarding apps to internal performance dashboards.
How to Nurture Citizen Developers Creating a culture of innovation starts with enabling and educating your workforce. Offer training on platforms like Bubble, Power Apps, or OutSystems, and establish governance frameworks to maintain quality and compliance.
The Bigger Picture Citizen development is more about shifting the mindset of an organisation than just about creating apps. Encouraging staff to take ownership of innovation fosters engagement, creativity, and long-term success.
It’s a Wrap - Let’s Unwrap 2025’s Digital Transformation With You
These five trends—WhatsApp integrations, AI-driven process streamlining, client portal front-ends, Power Platform adoption, and citizen development—represent a significant shift in how companies operate. They are not isolated innovations but interconnected pieces of a broader digital transformation puzzle.
At riivo, we’re passionate about helping organisations like yours harness these trends. Whether it’s implementing AI solutions, building intuitive portals, or empowering citizen developers, our low code expertise and business process understanding ensures your transformation is seamless, scalable, and impactful.
2025 is the year to act. Will you lead the charge or risk being left behind? Contact us today.
FAQs
What are the 4 main areas of digital transformation?
Digital transformation focuses on four key areas: customer experience, operational processes, business models, and organisational culture. At riivo, we help you enhance customer engagement, optimise workflows, and adapt to new business opportunities, all while fostering a culture ready for continuous innovation.
What are the key trends in digital transformation in 2024?
In 2024, digital transformation is being shaped by AI-powered personalisation, low-code platforms, cloud-first strategies, and the rise of automation to streamline operations. At riivo, we embrace these trends to deliver agile solutions that future-proof your business.
What are the 5 pillars of digital transformation?
The five pillars of digital transformation are leadership and culture, customer experience, operational agility, data and technology, and workforce enablement. Riivo - a digital transformation agency in the UK and RSA - ensures these pillars are seamlessly integrated through world-class technology, low code innovation, and expertise to empower your team and accelerate your digital evolution.