Conceptualizing and measuring operational efficiency in the context of digital transformation: a Delphi study in the Brazilian banking sector

Purpose This study aims to understand how operational efficiency is conceptualized and measured in the context of digital transformation of the banking sector. Design/methodology/approach A Delphi process was conducted with 14 experts in digital transformation, including board and CEO-level participants working in the banking sector. Data were analyzed using inductive content analysis across multiple rounds. Findings The study proposes a definition of digital operational efficiency for the banking sector, along with key performance indicators (KPIs) to measure it. Findings reveal that digital operational efficiency extends beyond traditional metrics like cost and revenue, requiring the integration of technologies such as artificial intelligence, cloud computing and automation with strategic objectives. The research also highlights the need for new KPIs, such as solution scalability and process automation, and discusses challenges like the lack of a standardized digital efficiency index. Originality/value This research offers a novel perspective on measuring digital operational efficiency by combining traditional KPIs with new metrics designed for digital environments. It provides unique insights into the specific challenges and opportunities faced by Brazilian banks during their digital transformation, delivering valuable knowledge for researchers and bank managers alike.