MUNICH and NEW YORK, April 16, 2026 – Celonis, a global leader in Process Intelligence, and ProcessLab today announced the launch of the Celonis FSI Customer Service & Experience Manager. This innovative application enables banks to transform their service operations for maximum efficiency and superior customer experiences.
The app connects directly to core banking and CRM systems to provide a living digital twin of business operations. Using Celonis’ Process Intelligence to enable Enterprise AI, banks can now increase customer satisfaction with seamless experiences while boosting workforce productivity and driving operational excellence.
"Financial institutions face a highly competitive environment where seamless interactions are critical for retention," said Chris Johnston, SVP and Head of Global Banking at Celonis. "By combining our Process Intelligence Platform with ProcessLab’s domain expertise, we are giving banks the operational context they need to get ROI from their AI investments and automation, turning service operations into a strategic advantage."
Key benefits of the Celonis FSI Customer Service & Experience Manager by ProcessLab include:
- End-to-End Visibility: Full transparency across the value chain, from the front office to the back office, providing Unprecedented insights for all stakeholders.
- AI-Powered Simplification: Leverages AI to classify thousands of query types and automate resolution, streamlining operations and reducing costs.
- Increased Productivity: Analyzes and optimizes team productivity by reducing non-value-adding activities and manual routing through AI-driven execution rules.
- Enhanced Customer Satisfaction: Optimizes cycle times and increases First Contact Resolution (FCR) rates to build long-term customer loyalty.
"Traditional CRM applications provide a wealth of data but struggle to identify process optimization opportunities," said Werner Horn, Founder and CEO of ProcessLab. "Our app provides the missing horizontal perspective on the customer journey, enabling banks to quantify critical KPIs and prioritize optimizations that align with their business objectives".
The new FSI Customer Service & Experience Manager app joins ProcessLab’s growing portfolio of banking-specific solutions, which already includes cross-border payments and home mortgages, all developed as part of the Celonis Platform Apps Program. The program provides pre-built, domain-specific solutions created by trusted partners with deep industry knowledge, all built on the Celonis Process Intelligence Platform.