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The issue is worse than just a lack of investment in technology. I strongly believe that most financial institutions do not understand what we demand as customers in terms of service and what we beleive is acceptable behaviour.
Lets presume they do grasp consumer expectations, especially when it comes to technology, simply adding in BPM technology is not the answer. I (and many many others) have often said that businesses lurch from not having automation in their processes to then
trying to remove the human element far too much. In many cases, businesses introduce BPM but yet still follow the same processes just with the removal of the human element.
Having the right culture regarding being adaptive/agile is massively important. Then add the right tools that can support that in terms of process management software and technology. IMHO businesses shouldnt just look at BPM as a way of speeding up processes,
because that is missing the bigger picture and no doubt will result in failure. Adaptive technologies with management are what are needed to speed processes up, raise efficiency and ensure better accountability while improving customer experiences and expectations....
It's almost impossible to see how big banks get to be competitive within 5 years, let alone the next 24 months. This IMHO puts big banks at great risk from start-ups, especially when we look at technical start-ups that innovate with new small agile and innovative
financial insitutions. I believe the financial landscape is set for some massive changes, similar to those that we have been seeing with short term loans and peer to peer lending networks....