DRIVING A DIGITAL ECOSYSTEM AT BANK OF NEW ZEALAND (BNZ)
The Bank of New Zealand (BNZ)'s market share among Small and Medium Enterprises is declining. The new general manager discovers a pain point among SMEs - they are spending a couple of hours a day compiling information from different apps in order to manage their business. BNZ creates are new information portal with ecosystem partners called MyBusiness Live. This portal makes information available to SMEs in one simple dashboard. BNZ has to decide how to charge for the system and whether to make it accessible only to current customers (i.e., closed system) or also to non-customers (i.e., open system). It also has to deal with internal challenges (e.g., salesforce) regarding the new system.