Banking

Retail, Business & Digital Banking

Serve more customers with less effort and fewer errors.

Overview

Everyday banking has moved across channels, but much of the operating model still carries the cost of the old one: branch workarounds, contact-centre demand, manual servicing, duplicated checks and platforms that make simple changes hard.

Capmark helps banks redesign the operating model behind retail, business and digital banking. We improve channel operations, servicing workflows, complaints and requests, controls, platform change and cost-to-serve.

The result is a simpler bank to run: faster service, cleaner data, lower operating cost and controls that evidence themselves as work is done.

What we do

We redesign servicing journeys across digital, branch and contact-centre channels. We remove duplicated hand-offs, simplify decision points and make ownership clear so requests are resolved faster and with fewer repeat contacts.

What to expect

A Principal leads from day one. The first weeks establish the current service model, demand profile, cost drivers, workflow issues and control gaps.

We then redesign the target operation with banking, technology, risk and operations leaders, and support delivery through build, testing, cutover and adoption.

Engagements range from focused servicing review to full operating-model and platform-change delivery.

Engagements scale from a single-channel diagnostic to a full retail operating-model redesign.

Assess

Establish the current state, the constraints, the risks and the value at stake.

Define

Shape the target model and the business case with the executives who own the outcome.

Mobilise

Stand up the team, the plan and the governance around the outcome.

Implement

Design, build and test the change, with the business alongside.

Sustain

Cutover, hypercare and handover, so the business runs it under its own control.

The same five stages on every engagement, led by senior practitioners end to end. How we work

Insights

Related thinking.

All thinking

Designing resilient operating models in volatile markets

Operational resilience stopped being a policy exercise in 2025. Three regimes took full effect within six months, in the EU, the UK and Australia, and all three ask for the same thing: evidence that the services your customers rely on can survive a bad day. This paper explains what the regulators now expect.

Read the whitepaper16 June 2026

From pilot to production: AI inside governed workflows

Most financial institutions have AI pilots. Far fewer have AI doing real work, day in and day out. This paper explains why. Capmark has identified three gates that decide whether a pilot becomes a working process, and none of them are about the technology.

Read the whitepaper26 June 2026

Sequencing front-to-back modernisation

Most of a bank's technology budget goes to keeping old systems alive rather than building anything new, and the engineers who understand those systems are retiring. Doing nothing is not neutral: the cost grows every year. This paper explains why the obvious answer, replacing everything at once, is also the one that fails most often.

Read the whitepaper18 June 2026

Get in touch

Talk to a Partner about Retail, Business & Digital Banking.

Tell us what needs to change and where the pressure or risk is showing.

Talk to a Partner All of Banking

Retail, Business & Digital Banking

Overview

What we do