Gartner Research

Digital Banking Customers Expect Their Banks to Take On New Roles

Published: 01 March 2018

ID: G00349464

Analyst(s): Christophe Uzureau , Alistair Newton


Gartner survey data shows that customers prefer digital functionality that enables flexibility over funding and rewards, plus management of security credentials and personal data. To deliver a transformation fit for these demands, bank CIOs must transform payment, loyalty and digital models.

Table Of Contents


  • The New Priorities of Digital Transformation
  • Funding and Accessibility
    • Funding, Not Just Making the Payment
    • Lessons on Ubiquity From the QR Code
  • Control, Security and Portability
    • From Visibility to Action
    • Digital Vault Portability
  • Privacy and Consent Management
  • New Digital Banking Models, New Roles
    • Flexibility
    • Visibility and Portability

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