This session delves into how retail banks are leveraging Business Process Management (BPM) to drive operational excellence (OPEX) with a core focus on protecting customer’ money. Financial institutions aim to build trust and safety across all customer interactions, enhancing client satisfaction and confidence. By identifying and eliminating non-value-adding activities at every touchpoint, we reduce risk, boost efficiency, and improve the customer experience (CX) in measurable ways.

Key Insights:

• Developing a forward-thinking BPM strategy
• Fostering integrated collaboration between technology and operations / delivery functions
• Infusing analytics into the contemporary trends around fraud, cyber-security for enhanced protection of customer’s savings
• Leveraging BPM and Customer Journey Maps (CJM) to propel next level of customer experience

Session Objectives:

• Crafting a proactive BPM approach to stay ahead of industry trends and client needs, ensuring a resilient and agile operational framework.
• Establishing seamless cooperation between tech and operations to drive Performance Excellence (PEX), creating agile responses to evolving customer expectations.
• Synchronizing data-driven insights with operational efficiency to strengthen both internal and external relationships, translating into a superior customer experience.
• Applying BPM and CJM tools to refine internal processes, empowering employees to enhance customer touchpoints and deliver consistently positive client interactions.

Vinod Srinivasa

Assistant Vice President - Operational Excellence
America's leading multinational bank

See Bio

This session will guide attendees on how to foster continuous improvement and innovation within BPM by re-evaluating digital maturity, closing digital gaps, and modernising legacy systems through low-code and no-code technologies. As organisations evolve, staying competitive requires not only adapting to the latest digital tools but also embracing a culture of experimentation and ideation.

Attendees will learn how to assess their current digital maturity, identify critical areas for innovation, and adopt low-code/no-code platforms to support agile, scalable solutions.

Session Objectives:

• Discover how to measure and recalibrate your organisation’s digital maturity by identifying digital gaps and applying an iterative process of ideation, experimentation, and re-assessment to continuously drive BPM improvement.
• Explore how low-code/no-code platforms can accelerate the modernisation of outdated systems, making it easier to integrate new technologies, enhance agility, and empower business teams to innovate without extensive coding expertise.
• Learn practical steps for supporting continuous BPM evolution, ensuring that process improvements are scalable, adaptable, and aligned with long-term strategic goals.

In this session, we will explore how intelligent automation is revolutionising Business Process Management in the age of digital transformation. As businesses face growing pressures to streamline operations and increase agility, automation technologies such as AI, machine learning, and robotic process automation (RPA) are essential in reshaping BPM. This session will provide attendees with the tools to drive their BPM initiatives forward, using intelligent automation to deliver optimised processes, enhance efficiency, and future-proof operations in a competitive, digital-first world.

Session Objectives:

• Learn how to integrate Ai and RPA into your BPM processes to improve efficiency, reduce operational costs, and free up resources for more strategic initiatives.
• Explore how leveraging real-time data and advanced analytics can drive smarter decisions, predict process bottlenecks, and unlock opportunities for continuous process improvement.
• Understand how to design BPM systems that can scale with the growth of your organization and adapt to shifting market needs, ensuring long-term sustainability.

In today’s rapidly evolving business landscape, establishing strong foundations is essential for sustained success. This fireside chat will explore the importance of embedding a culture of continuous improvement to drive operational excellence (OPEX) and streamline ways of working.

We’ll discuss how effective process governance, team culture, and alignment with compliance are crucial to building resilient business models. Additionally, we’ll examine the value of integration, standardisation, and harmonisation to achieve seamless operations across the organisation. Together, these elements form the bedrock of a successful, agile organisation that can adapt and thrive.

Areas for discussion:

• Discuss the importance of setting up clear governance structures and the challenges in keeping these frameworks effective over time.
• Explore practical ways to nurture a culture of ongoing improvement and the role of leadership in driving this shift.
• Examine the balance between harmonisation and customisation in different organisational functions to optimize efficiency.
• Look into how compliance requirements can be integrated within a continuous improvement culture without stifling innovation.
•  Reflect on the impact of team dynamics, shared values, and empowerment in building a resilient foundation for process improvement.
• Discuss successful strategies for cross-functional integration and reducing resistance during standardisation efforts.

Amparo Vives Calandin

Lead Business Process Improvement
Pension Insurance Corporation plc

See Bio

Dr Ingo von Pose

Head of Intercompany Process Excellence
Merck

See Bio

We know that traditional BPM relies heavily on human-driven design, optimisation, and execution of processes. However, the rapid rise of GenAI, process mining, and self-learning systems threatens to automate not just workflows but even the design and optimisation stages—raising the question of whether human involvement in BPM will become redundant.

Q. Are we heading toward a future where AI systems autonomously detect inefficiencies, simulate process improvements, and execute changes faster than humans ever could? Or will this simply augment human expertise rather than replace it?

Q. What happens when AI can identify bottlenecks and redesign processes without input from BPM professionals?

Q. Are humans still necessary in managing exceptions or strategy?

Open Debate: Are humans still the smartest process managers, or just the bottlenecks?