Gartner Research

Start Conversations With Your Digital Banking Customers

Published: 19 May 2015

ID: G00275017

Analyst(s): Alistair Newton


Too often banks deploy digital technologies that simply push customers further away from them, risking complete marginalization in the eyes of their customers. Instead, they need to leverage digital technologies to enable richer and more impactful conversations with those customers.

Table Of Contents
  • Impacts


Impacts and Recommendations

  • Bank technology leaders miss opportunities to better understand consumer expectations when they encourage low-frequency customers with high-quality interactions to move into high-volume mobile banking deployments
  • Banks and their technology leaders are not engaging in any form of conversations with their customers because they have pushed them down digital channels

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