[오피니언]금융 분야 디지털 탈바꿈…핵심은 고객 경험과 수익성을 핵심 성과지표로 채택하는 것-NSP통신

인사/동정

칼럼/논설
기고/발언대
기자수첩/한마디
인터뷰
탐방
인사
부고
동정

G03-8236672469

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오피니언
금융 분야 디지털 탈바꿈…핵심은 고객 경험과 수익성을 핵심 성과지표로 채택하는 것

NSP통신, NSP인사 기자, 2022-03-07 09:01 KRD8 R0

#투이컨설팅

김인현 투이컨설팅 대표

(서울=NSP통신) NSP인사 기자 = 디지털 기술의 빠르고 광범위한 발전은 기업에게 기회이면서 위협이다. 기업들이 디지털 탈바꿈에 전력을 기울이는 이유이다. 기업들은 디지털 전담 조직을 만들고, 디지털 프로젝트에 예산을 집중하고 있다. 최고 경영자는 디지털 탈바꿈이 핵심 과제라고 조직원들에게 수시로 강조한다. 그러나, 이러한 노력들만으로 디지털 탈바꿈이 진전되지는 않는다.

디지털 탈바꿈은 회사 차원의 슬로건일 뿐 현장 부서들은 기존 방식대로 행동한다. 실무자들에게 디지털 탈바꿈은 최고경영자의 화두이고 디지털 전담조직이 해야 하는 일인 것이다.

이유는 무엇일까? 경영의 기본은 계획(PLAN), 실행(DO), 확인(SEE)의 사이클을 돌리는 것이다. 디지털 탈바꿈을 해야 한다면, 확인의 과정에서 디지털 탈바꿈을 측정하고 피드백해야 한다. 디지털 탈바꿈을 아무리 강조해도, 측정하고 평가하고 보상과 연결하지 않으면 조직은 움직이지 않는다.

투이컨설팅 대표 (투이컨설팅 제공)

레거시 비즈니스 모델을 전제로 만들어진 평가체계를 그대로 돌린다면, 조직은 기존 비즈니스 모델에 적합한 방식으로 행동할 것이다.

G03-8236672469

디지털 탈바꿈은 기업의 비즈니스 방식을 전통적 모델에서 디지털 모델로 바꾸는 것이다. 예를 들면, 자동차회사는 자동차 제조 비즈니스에서 모빌리티 서비스 비즈니스로 변신하고 있다. 신용카드회사는 지급결제 서비스에서 데이터 기반 어드바이저 서비스로 변신하고 있다. 백화점의 오프라인 공간은 판매 장소에서 체험 장소로 바뀌고 있다.

디지털 탈바꿈은 어떻게 측정할 것인가? 기업들에게 가장 익숙한 평가지표는 수익, 손익, ROI, 고객만족도 등이다. 하지만, 이러한 지표들은 기존 비즈니스를 얼마나 잘 하고 있는가를 측정할 수는 있지만 디지털 탈바꿈을 잘 하고 있는가를 측정하는 데는 적합하지 않다.

디지털 투자를 강조하면서 ROI를 지표로 삼는다면, 해당 조직은 비용을 줄이고 수익을 극대화하려고 할 것이다. 이는 디지털 비즈니스로 나가는 것보다 기존 비즈니스에 집중하는 것이 더 유리하다. 따라서, 현장 조직은 더욱 더 레거시 비즈니스에 집중하게 된다.

경영혁신은 지표를 잘 잡는 것만으로도 큰 효과를 거둔다. 투이컨설팅이 실시한 ‘2021 금융소비자 의식수준’ 조사에서 은행 부문은 카카오뱅크가, 증권 부문은 삼성증권이 큰 차이로 좋은 평가를 받았다. 카카오뱅크의 가장 중요한 KPI(핵심성과지표)는 다른 은행들과 달리 고객 경험인 것으로 조사됐다. 삼성증권은 일반 증권사와 다르게 고객 거래 대금이 아니라 고객 수익성을 KPI로 잡고 있었다. KPI의 차이가 조직원의 행동을 다르게 하고, 결과적으로 고객 이탈율은 낮고 고객을 통한 구전 마케팅은 더욱 높은 결과를 낳게 되었다.

디지털 탈바꿈 측정에서 범하는 가장 큰 오류는 다음과 같다.
첫째, 평가 대상에 대한 오류이다. 디지털 관련 지표는 디지털 전담 조직에 부여하고, 다른 조직은 기존 지표를 적용하는 것이다. 디지털 탈바꿈은 모든 조직의 변신을 필요로 한다. 이렇게 하면 디지털 전담 조직과 현업 조직이 따로 노는 결과를 낳게 된다.

둘째, 평가 지표에 대한 오류이다. 탈바꿈을 측정하기 위한 지표가 아니라, 기존 비즈니스 방식에 적합한 지표를 적용하는 것이다. 디지털 탈바꿈은 비즈니스의 가정이 바뀌는 것이다. 당연히 측정 지표가 바뀌어야 한다. 이렇게 하면 디지털 탈바꿈은 말로만 하는 결과가 된다.

셋째, 평가 기준이 없다. 측정은 평가로 이어져야 한다. 성과가 긍정적인지 부정적인지 판단할 수 있어야 한다. 전통적 평가 지표가 선호되는 것은 측정 결과를 비교 해석할 수 있는 근거 데이터가 충분히 있기 때문이다. 디지털 탈바꿈 지표는 평가 기준을 새로 만들어야 한다.

전통적 지표는 디지털 탈바꿈 평가에는 대부분 맞지 않다. 금융회사 영업부서의 평가지표로는 고객수와 고객 당 평균자산이 사용되고 있다. 디지털 비즈니스에서는 고객보다는 사용자가 중요하다. 또한 무료 사용자를 유료 사용자로 전환하는 비율이 중요하다. 디지털 탈바꿈 지표로는 MAU(Monthly Active Users)와 전환율이 거론된다.

전산 개발조직의 평가지표로는 프로젝트 납기 준수 등이 사용되고 있다. 디지털 환경에서는 요구사항을 확정하고 개발하는 것이 아니라 반복 적용을 통해서 목표 서비스를 완성하는 방식이 적용되어야 한다. 디지털 탈바꿈 지표는 빠른 실패와 잦은 실패를 장려할 수 있어야 한다.

마케팅 조직의 평가지표로 자주 사용되는 것은 분석 결과가 비즈니스 성과에 미치는 영향이다. 적용 이전과 이후 고객 수 또는 매출의 변화 등으로 판단한다. 디지털 환경에서 데이터 분석의 목적은 고객을 보다 잘 이해하기 위한 것이다. 비록 비즈니스 결과는 내지 못했지만 (매출 증가 효과는 없더라도) 고객 이해에 도움을 주는 분석이었다면 높은 평가를 받을 수 있도록 지표가 정해져야 한다.

디지털 탈바꿈 과정을 측정하기 위한 전사 공통 지표로는 디지털 성숙수준(Digital Maturity Level)이 가장 바람직하다. 디지털 성숙수준을 적용하기 위해서는 기업에 적합한 디지털 성숙 모델을 만들고 이를 근거로 현재 성숙 수준을 측정한다.

다음으로 목표수준을 정하고 이를 기준으로 평가하면 된다. 디지털 탈바꿈을 추진하는 기업이 자체 디지털 성숙수준을 측정하고 평가하는 체계를 갖고 있지 않다면 디지털 탈바꿈의 성공을 기대하기는 어렵다.