target audience: TECH BUYER Publication date: Mar 2022 - Document type: IDC MarketScape - Doc Document number: # US48061122
IDC MarketScape: North America Digital Banking Customer Experience Platforms 2022 Vendor Assessment
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Abstract
This IDC study uses the IDC MarketScape model to provide an assessment of technology vendors participating in the retail digital banking engagement platform industry, primarily providing online and mobile self-service solutions.
"Supporting retail banking customers has completely pivoted to now be digital first, which means digital customer experiences will define the institution's future success," says Marc DeCastro, research director, IDC Financial Insights. "While all vendors in this space provide the necessary tools to provide digital solutions, in order to remain competitive, financial institutions must not only assess their digital strategies to ensure they are offering an exceptional experience. Institutions must also leverage the often underutilized features and functions offered by their digital banking providers to meet customers rapidly growing expectations. Digital can no longer be a check-the-box offering, it must be the foundation for each new prospect and existing customer."