David Burnie shares an article that explains how a regional bank improved customer experience by switching to intelligent automation. The Situation A Canadian regional bank wanted to reduce the back-office operations team’s labour, error, and re-work costs due to manual and paper-based processes. They knew customer satisfaction could improve when they reduced the slow response times and implemented a seamless digital experience. Starting with a proof of concept, the bank decided to automate non-value-added activities to enable team members to…