Vision Report

Envisioning End-To-End Process Redesign In Financial Services

A Customer-Focused Approach To Zero Back Office

March 17th, 2022
With contributors:
Oliwia Berdak , Ellen Carney , Craig Le Clair , Jost Hoppermann , Nicole Murgia , Christiana Lano , Jen Barton


Financial services firms face increasingly fierce competitors, born in a digital age. To meet the challenges posed by accelerating technologies, firms must embrace a process redesign strategy that aims to create a more efficient connection between customer and capital. That strategy must encompass the internal constraints of technical debt and budgets, and external forces driven by automation. The goal is to redesign your process for a modern age. This report will offer tech architecture and delivery professionals at financial services firms a vision for redesigning their business processes to compete in a more complex market.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.