Scaling AI and automation across a bank’s customer journeys.

Client context

The business context.

A bank had made digitalization part of its ambition, but had seen limited impact. It wanted to accelerate service delivery through AI and robotic process automation, alongside faster decision-making and a stronger performance culture.

The work had to connect many individual processes into recognizable customer journeys. Prioritization and process redesign were needed to focus implementation on meaningful business outcomes and avoid automating isolated tasks without improving the overall service.

The work

How the engagement was delivered.

• Map and prioritize the customer journeys

  Grouped individual processes into end-to-end journeys and assessed their relative impact and resource requirements. Used that view to select the priority areas for redesign and implementation.

• Redesign the intended experience and process

  Defined the target state for selected journeys, mapped activities and established a performance baseline. Set design principles to guide the changes before moving into implementation.

• Implement and scale the priority use cases

  Built initial working solutions and scaled them rapidly. Combined AI and automation delivery with changes to organization design and performance indicators, then defined the roadmap for subsequent work.

What changed

Faster journeys, lower operating costs and better service perceptions.

The bank implemented priority AI use cases and reported shorter turnaround times, recurring cost savings and higher sales productivity. Customer perceptions of service also improved. The result came from the combined program of journey redesign, AI and process automation, supported by organizational change.