Innovations in customer protection & process optimization through strategic technology integration
Developing a forward-thinking BPM strategy by fostering integrated collaboration between technology and operations
02/14/2025
Watch Vinod Srinivasa, assistant VP – operational excellence (OPEX) at America's leading multinational bank, discuss how retail banks are leveraging business process management (BPM) to drive OPEX with a core focus on protecting customer money.
Financial institutions must aim to build trust and safety across all customer interactions, enhancing client satisfaction and confidence. Learn why identifying and eliminating non-value-add activities at every touchpoint reduces risk, boosts efficieny and improves the customer experience (CX) in measurable ways.
Key insights include:
- Developing a forward-thinking BPM strategy.
- Fostering integrated collaboration between technology and operations/delivery functions.
- Infusing analytics into the contemporary trends around fraud and cyber security for enhanced protection of customer’s savings.
- Leveraging BPM and customer journey maps (CJM) to propel next level of customer experience.
