TYPE OF FINANCIAL INSTITUTION
Corporate bank/commercial bank 23%
Digital bank/challenger bank/
neobank
23%
Consumer finance 20%
Retail bank 20%
Universal bank 14%
TITLE/ROLE
C-level executive 24%
Vice president 34%
Director 42%
REGION
Europe 38%
Asia 18%
Africa 16%
North America 15%
Latin America 7%
Middle East 7%
SIZE OF FINANCIAL INSTITUTION
Tier 1 (More than US$500 billion
and up to US$750 billion)
16%
Tier 2 (More than US$100 billion
and up to US$500 billion)
34%
Tier 3 (More than US$20 billion and
up to US$100 billion)
32%
Tier 4 (More than US$5 billion and
up to US$20 billion)
17%
AREAS OF RESPONSIBILITY*
Credit/lending 94%
Customer experience 95%
Digital banking initiatives 95%
Open banking or ecosystem
initiatives
94%
Payments 94%
Technology stack/portfolio 95%
DEPARTMENT
IT 24%
Operations 14%
Digital transformation 11%
Marketing 11%
Corporate strategy 9%
Executive team 8%
Sales 8%
Customer experience 7%
Product 7%
In this study, Forrester conducted an online survey of 792 senior decision-makers at global financial services
institutions to evaluate the future of digital banking. Survey participants included decision-makers for credit/
lending, customer experience, digital banking, open banking or ecosystem initiatives, payments, and the
technology stack. Respondents were offered a small incentive as a thank-you for time spent on the survey.
The study began and was completed in July 2022.
Appendix A: Methodology
Appendix B: Demographics
Appendix
Note: Percentages may not total 100 due to rounding.
*Note: Respondents must have responsibility for one or more of these areas.
THE FUTURE OF DIGITAL BANKING, REVISITED 25
