Abstract
We are firmly entrenched in the age of the customer, and it is both digitally enabled and fiercely competitive. To date financial services organisations have focused digitisation efforts on front-end applications while foregoing the full potential of opportunities digitisation creates to innovate client-facing operational, service and delivery processes. This paper presents a practical and compelling approach to digitally measure end-to-end (ETE) client-facing and operational processes. The insights digital measurements produce change the dialogue and enable organisations to productively embrace the digital world. It allows the reader to consider an innovative approach to digitally generating process and client experience analytics and how to practically and pragmatically use those analytics to align stakeholders, transform and innovate ETE processes in line with client expectations and target client journeys and digital strategy.
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