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Automating the Back Office: How BPM Can Help Improve Productivity in the Back Office

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Executive Summary

The future of retail banking is going to be shaped by three major trends in the next ten years: the accelerating pace of globalization, demographic changes in populations and in the workplace, and the advent of the knowledge-based economy fueled by pervasive adoption of the internet. In the face of intense competition, retail banks need to reinforce their global reach and develop and differentiate financial services for increasingly demanding customers who already hold a number of different banking products, often at multiple banks. Retail banks are already leveraging the collaborative capabilities of Web 2.0 technologies to keep customers connected through multiple channels including internet, mobile phones, and call centers and by offering increasingly personalized products and solutions.

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