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"Tactics for Transactional Excellence in Retail Financial Services Companies"
Transactions are an integral part of financial services and form the heart of the business. Nevertheless, from the customer's perspective, there is little, if any, interest in how a bank performs its transactions, so long as the transactions get done as accurately, quickly and seamlessly as possible. Transactional glitches and problems have the power to negatively affect customer confidence in the institution and, therefore require vigilant process improvements and technology enhancements. Operations managers and executives at any retail financial institution can use the information and insights in this research document to realize measurable improvements in internal operations. It includes the executive summary as a separate PDF.
The Best Practices research team conducted in-depth interviews and surveys with key industry executives at seven participating financial institutions to harvest qualitative insights, process excellence observations and managerial lessons learned.
This study comes from report OP-100, Benchmarks for Excellence in Caribbean Retail Financial Services. Other documents orginating from this report include: