The analysis is based on a cross-section of banks’ (792 banking sector decisionmakers surveyed by Forrester in 50 countries) and consumers’ perceptions (12,500 customers surveyed by IPSOS in 14 countries).
Following on from 2021, banks are facing accelerating change. They are under pressure, consolidating their digital transformation in a macro-economic context.
Our report highlights the obstacles in their path toward digital maturity, and banks’ confi dence in their ability to overcome these obstacles. Among the major challenges for 2023, we have identified collaboration with the fi nancial services ecosystem, agility in organizations and processes, and the unstable balance between operational resilience and innovation capacity.
The consumer view also suggests a gap to be bridged between the priorities set by banks and the expectations of their customers, which are changing at a rapid pace.