Gartner Research

Using Robotic Process Automation to Improve Customer Experience in Banking and Securities

Published: 24 January 2019

ID: G00377410

Analyst(s): Nicole Sturgill , Cathy Tornbohm , Jeff Casey


RPA can improve customer and employee experiences by removing keying errors, reducing processing time and supporting regulatory compliance. Technology product managers responsible for RPA should target buyers with use cases and functionality that are focused on customer impact and revenue potential.

Table Of Contents
  • Key Challenges


  • Use RPA to Improve Customer Experience


  • Analyze Customer Experience Feedback, and Identify Key Customer Pain Points by Working With Key Stakeholders
    • Potential Customer Pain Points
  • Define Your Value Proposition by Focusing on Optimizing Revenue Generation and Improving the Customer Experience
  • Summary

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