Vision Report

The Digital Banking Imperative

March 21st, 2017
Jacob Morgan, null
Jacob Morgan
With contributors:
Aurelie L'Hostis , Martin Gill , Zhi-Ying Barry , Benjamin Ensor , Jost Hoppermann , Mike Chirokas , Rachel Birrell


In the age of the customer, banks will either reinvent themselves or be forgotten — reduced to what one executive calls "dumb money pipes." Digital business leaders will need to make tough choices and take bold actions over the next five to 10 years to stave off the serious threats that banks face. This report outlines Forrester's vision of digital banking's future, one dominated by firms, both banks and non-banks, which predict and anticipate people's financial needs to provide personalized experiences that are simple, ubiquitous, empowering, and reassuring.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.