Gartner Research

Start Conversations With Your Digital Banking Customers

Published: 19 May 2015

ID: G00275017

Analyst(s): Alistair Newton

Summary

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

Analysis

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

Gartner Recommended Reading

©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.