External reports

Digital Banking Experience Report

Sopra Banking Software's externally written reports with analyst firms

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– Integration issues. Just over a quarter of respondents reported their organizations still struggle to exchange and flow data amongst their internal systems and processes, and just under a third struggle to create data interoperability with their partners. This undoubtedly impacts customer journeys by disrupting their intended course. One in three respondents noted their banks find it challenging to build end-to-end customer journeys that are effectively integrated across partners. – Skills shortages. Nearly a third of respondents reported challenges in obtaining the relevant skills and talent to implement and manage digital banking capabilities against a backdrop of high demand. The Figure 5 Top Challenges With Digital Banking 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 Note: Showing top 6 Source: A commissioned study conducted by Forrester Consulting on behalf of Sopra Steria July 2021 Top Challenges With Developing A Digital Ecosystem Ensuring data security 38% Ensuring cybersecurity across the network and infrastructure 38% Increasing competition from digital-first providers 35% Building end-to-end customer journeys that integrate across partners 33% Ensuring easy data interoperability and flow with external partners 32% Inability to tackle regulatory hurdles 31% Relevant skills and talent capabilities 32% Security concerns 43% Challenges with sharing data and information with the ecosystem 43% Issues around customer consent and permissions 36% Legacy technology that complicates integration 34% Lack of agility (i.e.,inability to include new services in a scalable and effective manner) 32% MASTER ECOSYSTEMS TO BE FUTURE-READY IN BANKING 14

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