Tailoring the Customer Experience: External Forces Impacting Corporate Digital Channels

by Patricia Hines, January 13, 2016
Industry Trends
Global

Abstract

The second in a series of reports commissioned by HSBC examines the external forces impacting corporate digital channels, including why a tailored experience is critical and which emerging technologies will shape the future.  

In the report Tailoring the Customer Experience: External Forces Impacting Corporate Digital Channels, Celent looks at the challenges of delivering a tailored omnichannel experience, the impact of digital innovation, and the external forces affecting corporate digital channels. Serving the corporate client segment brings additional complexity to designing a consistent yet customized approach for digital channels. Each corporate client has a unique set of business and technology requirements based on their treasury management organizational structure, geographic footprint, and treasury technology sophistication. 

The report examines four external forces impacting corporate digital channels:

  • Competitive environment.
  • Regulatory climate.
  • Economic conditions.
  • Technology impacts.

These factors are shaping the future of corporate digital channels, but emerging technologies will have the greatest impact.

“Although digital corporate banking channels are just one component of a complex treasury technology landscape, it is a critical one,” says Patricia Hines, Celent senior analyst and author of the report. “Celent believes that corporates maximizing the efficiency and transparency of digital channels today are preparing themselves to take advantage of emerging technologies in the future.”

This 20-page report contains 8 figures.

This report is part of the HSBC Corporate Insights Program which includes reports, webinars and videos. You can learn more by visiting the HSBC program website.

Celent is a research and advisory firm dedicated to helping financial institutions formulate comprehensive business and technology strategies. Celent publishes reports identifying trends and best practices in financial services technology and conducts consulting engagements for financial institutions looking to use technology to enhance existing business processes or launch new business strategies. With a team of internationally based analysts, Celent is uniquely positioned to offer strategic advice and market insights on a global basis. Celent is a member of the Oliver Wyman Group, which is a wholly-owned subsidiary of Marsh & McLennan Companies [NYSE: MMC].

Media Contacts

North America
Michele Pace
mpace@celent.com
Tel: +1 212 345 1366

Europe (London)
Chris Williams
cwilliams@celent.com
Tel: +44 (0)782 448 3336

Asia (Tokyo)
Yumi Nagaoka
ynagaoka@celent.com
Tel.: +81 3 3500 3023

Table of Contents

Executive Summary

1

 

Key Research Questions

1

A Tailored Approach for Corporate Banking

2

Digital Channels: Tailored But Unified

6

Innovation for Corporate Digital Channels

10

Forces Shaping the Future

12

 

Competitive Environment

12

 

Regulatory Climate

12

 

Economic Conditions

13

 

Technology Impacts

13

The Path Forward

17

Leveraging Celent’s Expertise

18

 

Support for Financial Institutions

18

 

Support for Vendors

18

Related Celent Research

19

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