The State of Digital Transformation in Financial Services 2020
According to Forrester, customer experience (CX) and revenue growth have been top drivers of digital transformation for the financial services industry since 2017. However, the transformation is a journey, not a destination for many organisations.
While financial services firms are definitely in the throes of digital transformation,
- 26% acknowledge that transformation is never-ending;
- 19% still are still considering what to do;
- 14% mistakenly think they’ve already transformed;
Download the full, detailed Forrester infographic, courtesy of Zendesk, to see why digital transformation within financial organisations today needs a balance between ongoing tech innovation and development of new skills.
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