THE CUSTOMER-FIRST DIGITAL ORGANIZATION
The Digitally-Driven Front OfficeMobile, Social/Interactive, Real-time actionable data, Design Thinking & Human Collaboration
THE ENABLING INTELLIGENT ONEOFFICE
Intelligent Digital DataIntelligent Automation of manual processesDigitization of documents
Intelligent Digital Support FunctionFront of�ce-aligned IT, Finance, HR, Procurement, Supply Chain,Holistic Security
Intelligent Digital Processes Predictive Analytics, Cognitive, self-remediation and self-learning
Which of your business functions are the most mature in terms of intelligent operations now and in 3 years? (just 4 & 5)
To investigate how operations are evolving across industries HfS Research, in conjunction with Cognizant, surveyed
business leaders working in operations.371 This infographic provides a snapshot of the findings from the
respondents from banking industry.65
9%
27%
42%
49%
51%
62%
Will totally eliminate/obviate existing process steps entirely
Will allow us to break free of “incrementalism,” to achieve real process change
Will allow more collaboration with smart machines that augment job effectiveness and productivity, or enhance impact.
Will make existing process steps more ef�cient
Will allow more collaboration with other workers.
Will help us to re-think work (and work processes) to achieve real business change
22%
22%
24%
28%
30%
30%
36%
38%Other
Pharma, Life Sciences
Banking and Financial Services
Man & CPG
Energy & Utilities
Healthcare
Retail and Hospitality
Insurance
More optimistic about leveraging technology for operations (32% strongly agree)
Want to move to an As-a-Service style provider to achieve operational goals
View intelligent operations as way to rethink work and achieve business change (58%)
SENIOR MANAGERS
MIDDLE MANAGERS
Less optimistic about technology and operations (18% strongly agree)
Want a change agent to achieve their operation goals
View greater collaboration as the way to achieve change (57%)
Where are we going? How do we
get there?
In 3 YearsNow
Banks keen to bene�t from better customer interactions through better front of�ce and customer service process.
Back of�ce functions have low maturity and low targets.
Balance of agreement shifting toward intelligent operations driving business change —especially from senior managers.
Middles managers focus more on internal bene�t of collaboration.
Banks are low down on the scale of RPA adoption currently.
Although, RPA is just a starting point—it is often a �rst step in the overall automation process.
Enhanced automation drives data centricity—without this crucial stage banks will be left behind.
To �nd out more about this study and get the full report across industries and the banking—speci�c highlights visit
http://www.hfsresearch.com/pointsofview/journey-to-intelligent-operations-in-banking
Front-of�ce 11% 61%
Wealth Management 23% 61%
IT and Network infrastructure support 16% 59%
Customer Service 16% 57%
Post-trade Processing/Back-of�ce 16% 55%
IT application maintenance and development 25% 52%
Sales/Marketing/CRM 23% 49%
Finance and Accounting 16% 48%
Human Resources 14% 48%
New Product/Service Development 18% 46%
Procurement 18% 43%
Supply Chain and Logistics 28% 52%
INTELLIGENT OPERATIONS INBANKING
TOUGH TARGETS FOR MATURITY IN BANKING PROCESSES
WHY ARE BANKS CONSIDERING OPERATIONAL SHIFTS?
MANAGEMENT LAYERS ARE ASKING DIFFERENT QUESTIONS ABOUT OPERATIONS MATURITY
AVERAGE MATURITY OF RPA ACROSS BUSINESS FUNCTIONS