2023年 デジタルバンキング・リーダーについての展望

I’ve joined the banking team at Celent after 10+ years leading digital customer engagement at multiple community and regional banks, and I am thrilled to bring that experience and perspective to our clients through my work here.

The most important job of the digital banking leader is to successfully direct finite resources to produce the most impactful outcomes to customer experience and to the bank’s business objectives in the shortest intervals possible. Doing so takes successful time and team management, powerful communications skills, and the confidence that effort and money are being spent in the right places.

Our goal at Celent is to enable confident technology decisions for our clients, empowering tech and strategy leaders to take their organizations forward, from a position of knowledge and clarity in their view of the landscape and possibilities.

In my work, I’ll be keeping that perspective, focusing on both the larger customer-facing tech opportunities as well as the tools and innovations that help bankers to be better leaders within their organizations.

Celent recently published the 2023 Retail Banking Technology Trends Previsory that outlines Customer Engagement and Digital Transformation as two of the five priorities for retail banking this year.

I’ll be focusing on topics within those trends that I dealt with first-hand as a banker and that I know are important to our clients in digital banking leadership:

• Banks need to unlock and understand the value of digital customers. Investments are increasing but digital customers aren’t always the most profitable. Digital leaders can address this in a number of ways, both organizational and technology-aided. I’ll be covering tools and organizational best-practices that help demonstrate the value of digital channel investment within the organization.
• Customer expectations have moved beyond just “transactional.” Money movement and balance-checking aren’t enough to build customer loyalty in the digital channel. Money management, education, and planning assistance are where we see the most opportunity, especially for mid-size, community, and credit union institutions.

A closing thought here… I joined Celent because for years I’ve found value in their research, and I’ve admired their approach. Our team of advisor analysts has been phenomenal in welcoming me, and their passion for the industry and the marketplace, for independent research and a willingness to help in any way, has inspired me to do my best work for our clients and for my new teammates.

I invite you to continue following the great work from our entire banking team in 2023!