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July 1, 2022
Finance Technologies

IDC Snapshot: Improving operational excellence and customer experience in retail banking

Most banks have recognised the importance of having a digital transformation strategy to be successful today and in the future. Enhancing the customer experience often begins with improving the operational processes in place and providing tools to employees to share information, ensure compliance, and resolve issues. Steven D’Alfonso, research director; Marc DeCastro, research director; and Jerry Silva, research VP at analyst firm IDC Financial Insights share their expertise with ServiceNow and FinTech Futures: What are the meaning and role of “operational excellence” when it comes to digitally transforming a bank? Operational excellence is about taking a bank’s disconnected customer experience, siloed legacy…
IDC Snapshot: Improving operational excellence and customer experience in retail banking

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