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


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


Survey Objective

Data Insights


Gartner Recommended Reading

Note 1: Growth Model Definitions for Figure 3

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