Banks around the world are embarking on a transformation journey to balance between process efficiency, cost optimization and customer experience.
With a focus on meeting emerging customer needs, particularly after recent disruptions and challenges caused by the COVID-19 pandemic, banks are looking at thoroughly analyzing their processes to unearth direct and indirect improvement opportunities.
This document sheds light on selected key approaches used by Deloitte to identify key pain-points and understand process inefficiencies, thus enabling banks to simplify processes, eliminate waste and strive for continuous improvement to meet customer expectations and maintain business profitability.