Benchmark Report: Digital Transformation in Banking
Custom content for Genesys by studioID
Banking has made great strides in terms of digital transformation and providing customers with prime experiences. However, when compared with digital leaders such as Amazon, Apple and Google, the banking industry has a lot of ground to gain.
With 75% of banks reporting that 41% or more of their customer interactions occurred online or in digital formats within the past year. This makes it critical to invest in customer experiences. This playbook shares market research in which leading banking executives:
Identify hurdles and obstacles for digital transformation
Highlight top business priorities
Explain how to structure customer experience strategies
The ongoing journey toward digital transformation requires patience and open mindedness. By focusing on your institution's priorities — both customer and employee experiences — your digital journey will be worthwhile.