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Retail Banking Customer Acquisition Platforms

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27 January 2020
Bob Meara

ABCD Vendor View

Key research questions

  • What are the leading omnichannel customer acquisition solutions?
  • How do vendor solutions compare?
  • Which vendor solutions are eXemplars, and why?

Abstract

The past two years has seen an explosion of fintech product launches in response to the manifest demand for digital customer origination and onboarding solutions. Refreshing a 2016 analysis, Celent looks anew at vendor solutions designed to address this need using our rigorous ABCD vendor view methodology.

Celent offers the guidance you need to navigate the rapidly-growing customer onboarding vendor landscape, including profiles of 17 solutions and rigorous comparisons of nine of them. These applications provide a quick path to omnichannel customer acquisition without the need to rip and replace legacy channel or core systems. We based comparisons on comprehensive vendor-supplied information and product demonstrations of solutions generally available in October 2019 and a survey of reference clients.

Once the purview of specialized vendors, customer acquisition is becoming an increasingly common capability among digital banking platforms. Temenos’s acquisition of Avoka is but one example. The result has left relatively few pure-play vendors in the customer origination and onboarding space.

This report begins by outlining solution considerations and inventories solution capabilities that have become or are becoming commonplace. We then examine the vendor landscape, followed by Celent’s ABCD analysis and snapshots of several emerging solutions. Profiles for each of the 17 participating vendors conclude the report.

Celent is publishing two other reports related to digital customer onboarding: a companion to this report, which focuses on the nuances of small business onboarding (Digital Customer Onboarding Vendor Spectrum, Small Business Edition, January 2020); and a report focused on commercial/corporate customer onboarding (first half of 2020).

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