A Smoother Flow of Work for Banks

Business process management software is getting a boost from data management and analytics tools, as well as innovations that allow for more dynamic user experience in digital channels

PNC's John DeMarchis believes he's found a way to remove static from his bank's interactions with customers. The Pittsburgh-based bank is using new flexible and automated work processes to create a world in which customers contact the institution and immediately receive the proper message in the right channel, free of the kind of out-of-date, stagnant content that's inhibited cross-selling and true one-to-one marketing at financial institutions for years.