Tailoring the Customer Experience: External Forces Impacting Corporate Digital Channels

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13 January 2016


The second in a series of reports commissioned by HSBC examines the external forces impacting corporate digital channels, including why a tailored experience is critical and which emerging technologies will shape the future.

In the report Tailoring the Customer Experience: External Forces Impacting Corporate Digital Channels, Celent looks at the challenges of delivering a tailored omnichannel experience, the impact of digital innovation, and the external forces affecting corporate digital channels. Serving the corporate client segment brings additional complexity to designing a consistent yet customized approach for digital channels. Each corporate client has a unique set of business and technology requirements based on their treasury management organizational structure, geographic footprint, and treasury technology sophistication.

The report examines four external forces impacting corporate digital channels:

  • Competitive environment.
  • Regulatory climate.
  • Economic conditions.
  • Technology impacts.

These factors are shaping the future of corporate digital channels, but emerging technologies will have the greatest impact.

“Although digital corporate banking channels are just one component of a complex treasury technology landscape, it is a critical one,” says Patricia Hines, Celent senior analyst and author of the report. “Celent believes that corporates maximizing the efficiency and transparency of digital channels today are preparing themselves to take advantage of emerging technologies in the future.”

This 20-page report contains 8 figures.

This report is part of the HSBC Corporate Insights Program which includes reports, webinars and videos. You can learn more by visiting the HSBC program website.