How Banks and Credit Unions are Solving the Digital Value Puzzle

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28 August 2023

Conversations with FIs that succeed in measuring digital business value


Celent surveyed North American retail banking institutions to benchmark digital organization capabilities. We found that financial institutions struggle to measure the real business value they get from increasingly digital customer engagement. Results were analyzed in our June 2023 report: The Digital Value Puzzle: How FIs Struggle to Connect Engagement with Results.

But, our survey also revealed a small number of “rock star” institutions, across asset tiers, who are measuring digital business impact and collaborating better across more areas of digital customer experience than most.

This report summarizes the conversations Celent had with digital leaders at these standout FIs.

We identified several best practices useful for all digital leaders.

Among our findings:

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