The Banking Expectation Gap – Global Edition
New Celent research connects changing customer expectations across global markets with the technology priorities banks must address.
The expectation gap is now a technology challenge
Banks worldwide face a shared challenge: customers expect more personalized, secure and intelligent banking, but their priorities vary considerably by market. Drawing on global consumer research, alongside bank technology data and executive interviews, this Celent report reveals where expectations and investment priorities are falling out of step.
In this report, you’ll learn:
- Where payments, fraud protection and personalization are falling short of customer expectations.
- How banks can use AI to deliver more relevant guidance and service while preserving trust and human oversight.
- Why banks that postpone critical system modernization risk widening the expectation gap and losing ground to more agile competitors.
