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Feb 2019 - IDC MarketScape - Doc # US43788519

IDC MarketScape: North America Digital Banking Customer Experience Platforms 2019 Vendor Assessment

By: Marc DeCastroResearch Director, Consumer Banking

Abstract

This IDC Financial Insights study is an assessment of North American vendors that provide a retail digital banking customer experience solution that minimally provides online and mobile banking channels, whether they are on a single or separate platform. The research of this report was done in tandem with another IDC MarketScape that will add a level of enterprise-facing sales and support, whether that be in the branch sales, teller, or call center along with a digital banking solution.

According to Marc DeCastro, research director at IDC Financial Insights, "The demands of the retail banking customers continue to put pressure on how financial institutions look at implementing self-service technology, both in branches and across digital channels like online, mobile, and tablet. Many experiences are being shaped outside of the banking industry, and the digital channel has become the primary interaction point between a financial institution and its customers, so it is important to ensure that banks are developing or partnering with providers that have the same strategic direction when it comes to transforming their digital banking solutions. This study highlights 15 vendors that provide substantial digital banking capabilities that can allow a financial institution to fulfil their digital banking strategy."


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