Robotics, Automation, Digital, Big Data and Artificial Intelligence - these are the trends driving change across the Banking and Finance industry today.And while many organisations are already responding by transforming their operating and processes to become more agile, flexible and innovative, Customer-Centricity is the dominating objective of 2017. The best way to achieve this? Data, process innovation, and operational excellence.Rather than focusing on only cost reduction and efficiency, operational excellence, or OPEX, has taken on a more holistic organisational role to drive growth, quality and customer experience across all industries.Process improvement professionals must learn to manage the shift from process excellence toward operational excellence, reflecting the need for strategic, agile and customer-centric processes across all organisations.Operational excellence has been a primary focus at ANZ Bank and Bupa, transforming their business processes effectively around customer-centricity in order to win business and maximise ROI.For example, Nina Muhleisen, Head of World Class Delivery Model, and her team, is responsible for bringing together different process methodologies to remove silos across ANZ."No matter where our customers reach us or engage with us, continuous improvement needs to be embedded in everyone and everything we do. This covers not only business improvement, but all aspects of operations management."Find out more about ANZ's continuous improvement journey toward customer centricity - read the full article now.At Bupa, Kellie King, Head of Lean-Transformation explains that process and operational excellence are key to the Bupa 2020 vision, and they have now embarked on three Transformation Programs across the organisation. Of particular focus are Lean and Human Centred Design, both at the heart of process design and delivery at Bupa.Learn more about the three process transformation programs  driving customer centricity  at Bupa - read the full article now.