Gartner Research

How Bank CIOs Can Use Robotic Process Automation to Improve Customer Experience

Published: 11 April 2018

ID: G00351860

Analyst(s): Nicole Sturgill , Cathy Tornbohm


Robotic process automation can improve the customer and employee experience by removing keying errors, decreasing processing time and supporting regulatory compliance. Bank CIOs could include RPA when evaluating technology options that can eliminate customer service issues.

Table Of Contents
  • Key Challenges


  • Robotic Process Automation — A Valuable Tool for Banks, When It's Implemented for the Right Reasons and Under the Right Circumstances


  • Analyze Customer Experience Feedback and Identify Key Customer Pain Points by Working With Key Stakeholders
  • Determine Whether the Identified Pain Points Can Be Addressed by RPA by Assessing the Level of Complexity, Data Types and Processing Paths
  • Choose an Automation Tool by Focusing on Optimizing Revenue Generation and Improving the Customer Experience
  • Summary

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