How Emerging Technologies Will Transform Digital Banking Experiences Over The Next Decade

Finacle Digital Engagement Suite Intellect Design Arena. eMACH.ai Digital Engagement Platform Oracle. Oracle Banking Digital Experience, Oracle Financial Services Q2. Q2 Digital Banking Platform SBS. SBP Digital Banking Suite Temenos. Temenos Digital Evaluation Overview We evaluated vendors against three categories: Current offering. Each vendor’s position on the vertical axis of the Forrester Wave graphic indicates the strength of its current offering. Strategy.

Some buyers look to address these use cases in addition to the core ones, but digital banking engagement platforms may less commonly address them. Digital Banking Engagement Platforms: Core Use Cases Digital banking engagement platforms has three core use cases: acquire new retail banking customers, onboard retail banking customers, and improve banking experiences across touchpoints. This graphic has an associated spreadsheet that includes the objectives and top differentiators of each.

Top-Ranked Features Enable Payment Control And Subscription Cancellation Consumers want subscription management — tools that help them track, manage, and cancel recurring subscriptions and payments (and even renegotiate or swap providers) — in their digital banking experiences. Our research reveals that subscription management is an emerging must-have tool on banks’ apps.

Forrester Wave™: Digital Banking Processing Platforms, Q4 2024 This graphic plots vendors by their overall ranking, determined by current offering and strategy scores. This graphic has an associated spreadsheet that includes all data presented. Please access the spreadsheet for details. Figure 1 Forrester Wave™: Digital Banking Processing Platforms Scorecard, Q4 2024 This table shows vendors’ criteria scores by current offering and strategy.

Market Definition Digital transformation is still a challenging goal for banks. Being digital means more than just having an award-winning mobile app or an AI-enabled chatbot. It entails modernizing the entire technology stack, beginning with core banking systems and other foundational elements supporting digital functionalities and applications.

Digital Banking Adoption Continues To Grow As Digital Channels Improve Digital servicing saw a stark rise during the pandemic. In 2022, digital banking adoption kept growing but at a slower pace. Many customers also continue to value face-to-face interactions with their bank and have come to expect seamless hybrid experiences. To find out how customers are using different banking channels, we surveyed online adults in North America, Europe, and Asia Pacific.

Supplemental Material The Forrester Digital Experience Review Methodology Forrester conducted its digital user experience reviews of the six Indian mobile banking apps in June and July 2025. We used multiple devices to access the mobile apps. We scored the mobile apps on 25 customer scenarios using a heuristic evaluation.

Digital leaders can use DBEPs in a variety of scenarios, ranging from a pure, digital front end; a powerful engagement layer ; or an enabler of digital banking transformation, with DBEPs becoming the nucleus of digital core banking . Forrester defines a digital banking engagement platform as: A cross-channel/omnichannel banking solution that enables an integrated, seamless, and comprehensive customer and employee experience across touchpoints.

Mobile Banking Experiences Continue To Lag Customers’ Rising Expectations For many banking customers, a provider’s mobile app acts as the hub of their everyday financial lives, the primary touchpoint for their experiences with the bank, and the face of the bank’s brand. As such, digital and customer experience teams make mobile banking apps a strategic priority.