A continuously evolving landscape, cutting-edge competition and rising customer expectations have become a rule of thumb to adapt to in almost every industry and in banking and financial services.

Banks and financial institutions need to be digitally transformed to deliver a consistent banking experience, whether online or in retail. In a study by The Financial Brand, 51% of banks listed 'Improving Customer Experience' as their top priority for 2021, second only to 'Digital Banking Transformation’, both of which go hand-in-hand. This latest market insight by IBS Intelligence, 'Transforming Customer Journeys’, in partnership with CR2, looks at how banks will be compelled to strengthen their digital capabilities at every touchpoint, ensuring a seamless customer journey.