Because digital activation is of broad and significant importance post COVID-19, Horizn briefed Celent in April 2020 on its efforts to help banks quickly and effectively grow digital channel utilization when in-person channel effectiveness is hampered by social distancing mandates. The enduring need for maximizing digital utilization merits a Briefing Note in Celent’s opinion.

Digital banking initiatives are at the top of most every institution’s technology priority list, for good reason. Too often though, banks invest in improving digital banking solution efficacy without necessary investment in maximizing customer utilization. Without utilization, there is no value delivery. Without value delivery, there is no return on investment. Said simply, without an effective digital activation strategy, banks are leaving money on the table.