Banks' digital maturity & priorities alongside customer expectations
In October 2022, Sopra Steria, in partnership with Ipsos and Forrester, unveiled the results of its annual Digital Banking Experience (DBX) report. For the second year in a row, this report assesses the digital maturity of banks and their ability to keep pace with their customers' new expectations.
The analysis is based on a cross-section of banks' (792 banking sector decision-makers 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 macroeconomic context. Our report highlights the obstacles in their path toward digital maturity, and banks' confidence
in their ability to overcome these obstacles. Among the major challenges for 2023, we have identified the ability to collaborate with the financial services ecosystem, agility in organizations and processes, and maintaining an 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.
Key findings of the Digital Banking Experience 2022