“In an effort to determine the effectiveness of digital transformation investments on the customer experience, Kony, Inc. surveyed both enterprise businesses and their customers in the following four verticals: banking, retail, utilities, and healthcare. The study found that, despite nearly $5 trillion in overall investment, only 19% of consumers report any significant improvement in the experiences received. And while the banking industry performed better than the other three industries, it is possible that this rating was biased by lower initial consumer expectations.
“Another great insight by a DX expert for Banking Industry, Jim Marous. Read about Customer Experience importance for the success of any Digital Transformation initiative in Banking.