Gartner Research

Gartner's Digital Banking Taxonomy 2.0

Published: 13 February 2017

ID: G00310730

Analyst(s): Alistair Newton


The digitalization journey for bank CIOs is now in Phase 2. This research updates the essential capabilities required for banks to undergo successful business transformation.

Table Of Contents


  • Core Concepts of the Taxonomy
  • Structural and Operational Flexibility
    • Culture Around and Perception of Risk and Reward
    • Cultural Change Must Include a Significant Shift in Perception
    • Bimodal and Operational Structures — Breaking Down the Silos
    • Role of Innovation, Incubators, Accelerators and Hackathons
    • Platforms, Open Banking and APIs
  • Analysis and Data Opportunity
    • New Forms, Stores and Sources of Customer Data
    • Back-Office and Customer-Facing Analytics Mean Better Decisions and Outcomes for All
    • Data Meets the Algorithmic Economy: Robots, Artificial Intelligence (AI), Digital Advisors and the Internet of Things (IoT)
    • Monetizing and Productizing Data for New Revenue Streams, Digital Data Brokers and Data Stores
  • Customer Access and Value
    • Extending the Value Chain for New Points of Customer Interaction
    • Findability, Delivery and Value to Act
    • Integrating Physical Touchpoints and Branches
    • Conversations, Empathy and Engagement
    • Customer Identity: Protect, Identify and Accelerate Customer Engagement
  • Financial Agility
    • Investment Rationale in Digital Technology — Fear, Fact and Faith
    • Allocation of Costs: A Physical to Digital Balance

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