BUSINESS SITUATION
- The rise of empowered digital consumers has made customer experience a key factor in banking success.
- Customers expect seamless, real-time digital interactions.
- Banks need to shift from product-centric models to customer-centric approaches to deliver value.
SGA STRATEGIC APPROACH
- Designed and deployed an online survey with 850 business professionals across geographies.
- Engaged respondents from Tier 2, Tier 3, and Tier 4 banks.
- Targeted director-level and above decision-makers in digital transformation, sales, marketing, operations, and technology.
The questionnaire covered key themes:
- Future Vision and Readiness for Digital Banking.
- Challenges in Business Initiatives and Digital Ecosystems.
- Role of Ecosystem Partners & Technology Vendors.
- Delivered results using MS-Excel, SPSS, and Tableau dashboards, segmented by demographics and other key parameters.
ENGAGEMENT
- Conducted in-depth analysis to evaluate digital readiness across banks.
- Identified key factors influencing digital transformation success.
- Provided actionable insights for adapting to market evolution.
BENEFITS & OUTCOME
- Gained a comprehensive understanding of the digital experience landscape and evolving consumer expectations.
- Assessed how businesses deliver seamless experiences and ensure operational systems meet consumer demands.
- Identified opportunities for banks to enhance their digital commerce business units and improve multi-channel integration.
KEY TAKEAWAYS
- Banks must prioritize digital agility to keep pace with evolving consumer expectations.
- Organizations must enhance operational systems to drive sales and profitability while ensuring seamless customer experiences.
- A strong future readiness model is essential for open banking success.
