Too many organizations that are trying to digitally transform wind up focusing on the front end of their processes (e.g. customer-facing web properties, digital apps, the “customer journey”). To get real bang for the buck, you need to impact business processes and operations, by focusing on digitizing back-end processes.
For financial services organizations, one of the obstacles to digital transformation of customer experience is the need to meet compliance and legal requirements. Some ideas on how to move your organization up from the conservative, paper-based end of the spectrum.