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Showing 25 results
  • Viewpoint
    May 31, 2023

    Driven by a high degree of digital adoption, FinTechs have established themselves as significant participants in the Banking and Financial Services (BFS) industry. In their pursuit to scale their operations while maintaining their agility and innovation,…
  • PEAK Matrix®
    July 31, 2025

    The global capital markets operations landscape is rapidly advancing as institutions seek to serve a fast-growing pool of wealth, pension, and alternative asset investors while maintaining margin pressure and heightened regulatory scrutiny. Demand from asset and…
  • Viewpoint
    Jan. 21, 2021

    The traditional mortgage lending process has been long due for transformation. Even with breakthroughs in customer service, customer experience continues to present a challenge. It is, in fact, one of the main differentiators for lenders. Several…
  • Thematic Report
    Dec. 18, 2020

    Most banks have not been able to fulfill customer expectations in terms of delivering a superior customer experience. Banks have been inclined to treat customer experience as more of a compliance tick-in-the-box exercise than a useful…
  • Thematic Report
    Oct. 09, 2020

    In this study, we analyse the impact of COVID-19 on the BFS industry. We also recommend BFS enterprises to look at digital, not just as a means to fix current problems, but as a strategic exercise…
  • Thematic Report
    Oct. 28, 2020

    With the advent of technology and the data revolution over the last decade, advanced analytics has gained significant ground in the Banking and Financial Services (BFS) sector. Banks are looking beyond traditional data management services to…
  • State of the Market
    July 21, 2020

    One of the most potent levers enabling digital transformation in recent times is Intelligent Automation in Business Processes (IABP). A range of IABP solutions leveraging a combination of RPA, Artificial Intelligence (AI), and advanced analytics is…
  • Viewpoint
    June 17, 2020

    Know Your Customer (KYC) and Anti Money Laundering (AML) processes form the backbone of financial institutions’ financial crime and compliance programs. These processes have been traditionally manual, with agents screening and monitoring activities largely on their…
  • Provider Compendium
    March 29, 2020

    The Intelligent Automation in Business Processes (IABP) Solution Provider Profile Compendium provides accurate, comprehensive, and fact-based snapshots of 24 IABP solution providers. Each profile offers a comprehensive picture of a provider’s scope of operations, technology solutions,…
  • PEAK Matrix®
    March 03, 2020

    Various digital factors are disrupting the Business Process Services (BPS) market on both the demand and supply side. Enterprises are looking for not only cost savings, but also next-generation benefits from their relationships, and solution providers…
  • Viewpoint
    Oct. 24, 2019

    Customer journey mapping has been helping enterprises enhance their customer experience for a long time now. However, it has recently started gaining momentum in the banking and financial services industry. Banks are lagging the non-banks and…
  • Viewpoint
    Feb. 14, 2019

    The automation story in the banking sector has been going on for a while now, but are we seeing the banks adopting automation and its advance levels at the rate that expected? A lot of banks…
  • Viewpoint
    Feb. 27, 2018

    The prime asset of leading wealth management firms is the long-lasting advisor-investor relationships that they have been able to harness and develop over many years. However, things might not remain the same as the wealth management…
  • Viewpoint
    April 02, 2018

    Shared services centers have offered organizations a strategic approach to realizing efficiency, while at the same time protecting themselves from economic uncertainty with onshore/offshore models that not only generate cost savings but also spread risks of…
  • PEAK Matrix®
    Dec. 05, 2017

    Mortgage BPO stands out as one of the largest submarkets within banking BPO. As regulatory bodies continue to increase their oversight on mortgage activities of banks, the role of BPO has been gaining greater significance in…
  • Thematic Report
    Nov. 03, 2017

    The Business Process Services (BPS) market is being buffeted by strong winds of change. Multiple digital elements are disrupting the status quo on both the demand- and supply-side of the market. Enterprises are expecting not only…
  • Provider Compendium
    Sep. 26, 2017

    The Business Process Services (BPS) market is being buffeted by strong winds of change. Multiple digital elements are disrupting the status quo in the supply as well as demand landscape – enterprises are expecting not only…
  • PEAK Matrix®
    July 05, 2017

    The Business Process Services (BPS) market is being buffeted by strong winds of change. Multiple digital elements are disrupting the status quo in the supply as well as demand landscape – enterprises are expecting not only…
  • Viewpoint
    July 07, 2016

    The global business environment is undergoing fundamental shifts driven by economic, demographic, regulatory, and technological changes. These shifts are disrupting existing business models and creating new ones, and Business Process Services (BPS) is no exception. From…
  • Viewpoint
    July 07, 2016

    As we noted in part one Unlocking Next-Generation Value through Technology-Embedded Business Process Services | Part 1 The What and Why of this two-part report, the global business environment is experiencing major shifts as a result…

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