Middle- and Back-End Transformation for a Better CX
Substantial front-end investments by banks have failed to offer seamless and personalized CX.
An engaging front-end requires robust and enabling back-end operations.
The lack of perceivable CX improvement may stem from banks’ bare-bones attention to middle- and back-office operations. And, now, these ignored behind-the-scenes processes are blunting the positive impact of front-end investments and collaborations.
Unsupported middle- and back-office operations freeze last-mile performance
World FinTech Report 2020
No longer banking industry disruptors, BigTechs and challenger banks have opened a Pandora’s box of sky- high customer expectations. But banks can still thrive by transforming into inventive banks. The World FinTech Report 2020 from Capgemini and Efma explores how effective collaboration between inventive banks and mature FinTechs can help fill in the gaps from the front to the back office to deliver a meaningful customer and user experience.
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