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