Process Analysis in Financial Services


This document outlines how banks can leverage process analysis and process mining techniques to swiftly identify areas of improvement and work towards becoming a customer-centric organization.

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.

Process analysis: Paving the way towards a superior customer experience
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