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Mar 2017 - IDC MarketScape - Doc # US40831016

IDC MarketScape: Worldwide Retail Banking Omni-Channel Engagement IT Implementation Services 2017 Vendor Assessment

Authors: Marc DeCastro, Karen Massey, Jerry Silva
Abstract

This IDC Financial Insights study uses the IDC MarketScape model to provide an assessment of service providers participating in the digital strategy consulting and agency services market with specific offers and capabilities in digital customer experience (DCX). This IDC MarketScape is an evaluation based on a comprehensive framework and a set of parameters that assesses providers relative to one another and to those factors expected to be most conducive to success in this market over both the short term and the long term.

"When it comes to developing a successful omni-channel strategy, there needs to be attention paid to not only the product chosen but the services provided during the implementation," says Marc DeCastro, research director for Consumer Banking Engagement Strategies at IDC Financial Insights. "IDC Financial Insights expects that ultimately transforming the customer experience will be a continuous process, particularly as we begin to see more integration of innovative solutions such as bots, cognitive, artificial intelligence, and next-generation security. Finding a good service provider will be key to develop and implement the bank's digital strategy."

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