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Benchmark Customers' Digital Banking Journeys To Stay Ahead

Benchmarks: The Digital Banking Strategy Playbook

February 9, 2018

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This is the Benchmarks report in The Digital Banking Strategy Playbook For 2018.

Why Read This Report

Digital banking strategy leaders are under pressure to differentiate by offering services that meet or exceed customers' needs and expectations. To help them understand where they stand, Forrester developed a digital functionality benchmark methodology that measures what objectives a customer can achieve through a given touchpoint and benchmarks how effectively banks' functionality supports these objectives. This report outlines how banks can use the methodology to gauge where they stand against their customers' needs and their competition. This is an updated version of a previously published report; Forrester reviews and updates reports periodically for continued relevance and accuracy.

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Table of Contents

  • Maps Only Work When You Know Where You Are
  • A Benchmark Is More Than Just A Scorecard
  • Use Benchmarks To Gauge Your Customers' Banking Experiences
  • Recommendations

  • Triangulate Your Benchmark, Journey Map, And Maturity Assessment
  • How Forrester Can Help

  • Identify Your Digital Banking Strengths And Weaknesses
  • Related Research Documents

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