target audience: TECH SUPPLIER  Publication date: Jun 2024 - Document type: IDC Survey - Doc  Document number: # EUR252312124

IDC Banking Transformation Survey 2024 — Customer Engagement Banking

By:  George Briford Loading

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  • 22 slides


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Abstract


This survey identifies the business priorities, underlying initiatives, and challenges of banks in relation to customer engagement. It also presents bank perspectives on technology and solution architectures. The survey covered 52 banks in Central and Eastern Europe and Eurasia.

The objectives of this survey presentation were:

  • To identify the expected business priorities and challenges faced by banks with respect to customer engagement.
  • To identify obstacles faced in creating frictionless customer journeys.
  • To rank and identify the most important and utilized channels from a bank’s perspective.
  • To evaluate how satisfied banks are with their current solutions.
  • To discuss architectural design and deployment options for customer engagement solutions.

The topics covered included the factors driving replacement of customer engagement architecture, the key parameters influencing selection of new solutions, and the most desired and valued capabilities of vendor solutions.



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