How ANZ is adopting RPA to improve staff work processes and customer service

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ANZ Bank’s investment into robotic process automation (RPA) has been lauded industry-wide for innovation, particularly in the context of improving customer service and process efficiency. 


Process improvement is a key priority for many organisations – across the front end and back end of the business. And ANZ’s initial success in improving staff work processes is a strong indicator of things to come in terms of internal efficiency and customer service. 


Simen Munter, GM – Group Hubs, ANZ, is one of the key project leaders and recently delivered a presentation at the Shared Services & Outsourcing Week, on the application of RPA. 


“What we are looking to do in this space, the key differentiator in what we have done, is said that it’s people, process, technology, in that order. So what we want to do is do things with our people. And that’s a key element for me in this. We are not doing this to our people, we are doing it with our people,” he said during the presentation.