Gartner Research

‘Digital First’ Is Not ‘Customer First’: Bank CIOs Need to Drive a New Customer Experience

Published: 20 October 2020

ID: G00728899

Analyst(s): Jason Malo , Nicole Sturgill

Summary

For years banks have added functionality to digital channels, enabling customer self-sufficiency with mobile and online capabilities. New Gartner research shows, however, that bank CIOs must support an approach that seamlessly blends digital and physical in order to serve customers’ financial needs.

Table Of Contents

Overview

Survey Objective

Data Insights

Methodology

Gartner Recommended Reading

Note 1: Growth Model Definitions for Figure 3

©2021 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.