Figure 10
When Choosing Their Vendors, Banks Show Needs Shift To More Actionable
Capabilities
Note: Total percentages may not equal separate values due to rounding.
Base: 792 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 2022
High performance for optimized
processing and high volumes
Access to open banking
Strategy consulting
API platform with API management,
analytics, and more
Customer support
Ready-to-use, preintegrated
solutions
A preexisting set of ecosystem
partners or third parties
A wide catalog of fine-grained
business components
Security by design and compliance
with all requirements
Employee engagement
Technology integration
consulting
Cloud-based services and products
Customer experience consulting
Top 5 in 2022
Top 5 in 2021
20%
22%
21%
23%
21%
19%
16%
17%
19%
17%
17%
20%
17%
46% 66%
#5 (64%)
#1 (67%)
#4 (64%)
#2 (66%)
#3 (65%)
43% 65%
43% 64%
40% 63%
42% 63%
42% 62%
45% 61%
43% 60%
41% 60%
43% 60%
43% 60%
39% 59%
41% 58%
Very important Critical
THE FUTURE OF DIGITAL BANKING, REVISITED 21
