3 SOPRA STERIA / 07 CONVICTIONS FOR THE FUTURE OF BANKING
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 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 identifi ed 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.
3 SOPRA STERIA / DIGITAL BANKING EXPERIENCE REPORT 2022
