Gartner Research

How to Develop Digital Banking That Delivers More Than Multichannel Integration

Published: 31 March 2014

ID: G00263075

Analyst(s): Stessa Cohen


Digital banking incorporates multichannel integration, but focuses on creating new business models and digital assets that are valuable to the customer. Bank CIOs and other business leaders must make sure they deliver a multidimensional customer experience to all digital channels.

Table Of Contents
  • Key Challenges



  • Shift the Digital Banking Strategy From a Focus on the Transaction to a Focus on the Customer Experience
  • Create an Architecture Foundation That Enables Banks to Support an Environment That Includes New and Emerging Digital Touchpoints
  • Plan to Deploy Digital Banking by Implementing a Solution That Incorporates Online, Mobile and Physical in an Integrated Approach

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