Gartner Research

Your Digital Transformation Depends on Psychology

Published: 27 February 2018

ID: G00351839

Analyst(s): Christophe Uzureau , Alistair Newton


Customers' payment habits and perceptions are a leading indicator of how they interact in an ever-changing digital environment. If bank CIOs want to deliver successful digital transformation, they cannot ignore customers' attitudes toward payment dematerialization.

Table Of Contents


  • Customer Perception of Control
    • Control Is a Local Affair
    • Digital Banking and Digital Payment Alignment
  • The Evolution of Customer Payment Habits
    • Dematerialization Intent
    • Dematerialization Security
    • Dematerialization Need
  • The Psychology of Money Takes Center Stage

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