The Digital Value Puzzle: How FI’s Struggle to Connect Engagement With Results

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29 June 2023

Celent Digital Panel Series


This report follows previous Celent research about organizational challenges facing digital leaders today, specifically around ownership of key digital customer experiences, and the ability to measure the bottom-line value of increased digital engagement.

For a benchmark on digital organization and maturity in measuring digital’s value to the organization, we surveyed North American financial institutions.

The report benefits our clients in 2 ways:

  • FI’s can benchmark themselves against respondents broadly covering all sizes and geographies in North America.
  • Solution providers will better understand how to help FI’s articulate their return on investment in new digital experiences.


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