It's no secret that banking is one of the sectors most affected by the digital transformation. By digitizing and automating their processes, banks can both improve and simplify them. However, it is important not only to optimize the efficiency of an organization itself, but also to drive a better overall customer experience. Following the footsteps of their digital native counterparts, traditional banks are trying to empower customer journeys towards more self-service and autonomy, especially at the front-office level. But what about the back-office ?