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For eBusiness & Channel Strategy Professionals

Track Digital Banking Success With Customer-Centric Metrics

Performance Management: The Digital Banking Strategy Playbook

February 15, 2018

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This is the Performance Management report in The Digital Banking Strategy Playbook For 2019.

Why Read This Report

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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Table of Contents

  • Many Digital Banking Leaders Still Rely On Outdated Metrics
  • Digital Banking Demands New Metrics
  • Firms Need Effective Digital Banking Performance Management
  • Recommendations

  • Drive Customer-Obsessed Culture With Customer-Centric Metrics
  • Supplemental Material
  • Related Research Documents

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