Figure 4
Pioneers Are More Confident In Customer Experience Areas
"How would you rate your organization's ability
in the following aspects of customer experience?"
(Showing "Excellent")
Base: 760 global decision-makers at banks with responsibility for credit/lending, customer experience, digital
banking, open banking or ecosystem initiatives, payments, and the technology stack
Source: A commissioned study conducted by Forrester Consulting on behalf of Sopra Steria, July 2021
Driving customer insight from data acquisition
55%
43%
34%
32%
26%
Delivering a seamless customer experience across channels
54%
43%
36%
36%
25%
Enabling rapid improvement based on customer feedback or insight
54%
37%
31%
35%
26%
Enabling frictionless customer onboarding
52%
41%
35%
25%
31%
53%
37%
42%
39%
26%
Developing digital tools and capabilities for each stage of the customer lifecycle
47%
42%
28%
38%
28%
Enabling the embedding of our products/services in partner's platforms/channels
46%
37%
30%
35%
30%
Integrating third-party tools/products/services in our channels to improve customer experience
Pioneer
(Intermediate) Technologist
(Intermediate) Specialist
Explorer
(Intermediate) Strategist
MASTER ECOSYSTEMS TO BE FUTURE-READY IN BANKING 12
