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INFOGRAPHIC: The State of the Banking Back Office
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INFOGRAPHIC: The State of the Banking Back Office

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Digital technologies and the banking industry are not strangers. Our research with the MIT Center for Digital Business showed that over 94% of executives see digital transformation as an opportunity. …

Digital technologies and the banking industry are not strangers. Our research with the MIT Center for Digital Business showed that over 94% of executives see digital transformation as an opportunity. And indeed, most banks
are investing in digital transformation in a major way. This infographic takes a closer look at the current state of the banking back office and how it is impacting customer experience.

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  • 1. The State of the Banking Back Office Back-end Systems Continue to be Legacy Based Maintaining legacy systems consume of technology budgets 90% Legacy Systems have Resulted in Inefficient Manual and Paper-based Processes Paper consumption of 10,000 pages per person per year 50% of submitted paper work in account opening gets rejected Top 10 global investment banks = 1 front-line staff 2 middle/ back-office staff These Inefficiencies Have a Significant Impact on Customer Experience 60% of customer 10-20% of contact center dissatisfaction sources volumes are a result of execution originate in the back office issues in the back office Only 30% of banks’ executives feel that their operational processes can adapt quickly to external changes Automating Back-Offices can help banks realize overall cost savings of 30% 9% Core Banking replacement 6% Document Systems Management 15% BPM Sources 1. JWG, “FS infrastructure: ready for G20 Reform?”, March 2012 2. Idatix, “Financial Services: Helping the Environment & Going Paperless, Properly”, July 2012 3. Quadron Data Solutions, “Operational Inefficiencies—Horror in the Front, Middle and Back Office”, December 2012 4. Financial News, “Back office pushed to the front of the cost-cutting queue”, December 2012 5. Verint, “The Back Office: The Next Competitive Battlefield”, 2008 6. Capgemini and MIT Center of Digital Business, “The Digital Advantage: How Digital Leaders Outperform Their Peers in Every Industry”, November 2012 Reach out: Interested in reading the full report? Head to http://www.capgemini-consulting.com/backing-up-the-digital-front-digitizing-the-banking-back-office Follow us on Twitter @capgeminiconsul or email dtri.in@capgemini.com #digitaltransformation

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