Best Practice Report

Track Digital Banking Success With Customer-Centric Metrics

February 15th, 2018
Zhi-Ying Barry, Principal Analyst
Zhi-Ying Barry Principal Analyst
With contributors:
Benjamin Ensor , Michael Barnes , Seles Sebastin , Bill Nagel

Summary

Digital banking success demands new metrics. Typical key performance indicators (KPIs) for digital banking are often product-centric or channel-specific, rather than customer-focused. Digital banking strategy leaders must put in place new metrics that measure the impact of digital business across the entire banking value chain. This report examines the business-focused and cross-touchpoint metrics that digital banking leaders need to measure the success of their digital business strategy. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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