Report cover image

Banking Customer Experience Strategic Priorities Using Artificial Intelligence: Results from the AI Path Survey

Publisher IDC
Published Mar 16, 2022
Length 8 Pages
SKU # IDC17035959

Description

Banking Customer Experience Strategic Priorities Using Artificial Intelligence: Results from the AI Path Survey

This IDC Perspective reviews the findings of IDC's 2021 Worldwide Industry AI Path Survey specifically for artificial intelligence (AI) as a transformational technology in the customer experience for the global banking industry. AI refers to systems that learn, reason, adapt, and self-correct like a human, harnessing the power of data for more meaningful engagements and new growth opportunities. This document focuses specifically on how AI is being used to strategically address the customer experience across the digital self-service channels, including the onboarding, credit decisioning, and daily customer support solutions. Banks that ignore AI and the trends from this document will risk further detaching modern banking experiences for their customers and will find it more difficult to compete."Banks have recognized that improving the digital customer experience needs to be ramped up beyond just providing transactional information and will rely on gathering as much data as possible, both internal and external, to help create outstanding customer experiences," says Marc DeCastro, research director, IDC Financial Insights. "AI is going to be a significant part of that improvement from the onboarding, decisioning, product advice, and support provided by the institutions to their customers using everything from robotic process automation to the latest in natural language processing to make those experiences as humanlike (but not necessarily humanless) as possible."

Please Note: Extended description available upon request.

Table of Contents

8 Pages
Executive Snapshot
Situation Overview
Highlights from IDC's Worldwide Industry AI Path Survey
Business Drivers in Banking CX
Banks Use AI in Many Different Applications and Experiences
Benefits of AI Adoption Often Exceed Expectations
Advice for the Technology Buyer
Rising Use of Artificial Intelligence, But Struggling to Scale
Learn More
Related Research
Synopsis

Pricing

Currency Rates
How Do Licenses Work?

How Do Licenses Work?

The primary function of a report license is to define how many people within a company are authorized to use the purchased report. This is separate to how a report might be delivered. Unless specifically identified otherwise, the purchase option is Single User. Below is a helpful description of that license, along with a sampling of others most commonly offered.

  • This license allows only one user to have access to and to use/read the report. It is not one user at a time or one user group; it is an individual who will be reading and utilizing the report.

  • This license allows for the entire purchasing company to read and use the report. This is the license level that would allow for a report to be placed on an internal company shared drive for access by all employees of that direct company. This license does not extend to parent or sister company use.

  • This license is designed to allow an entire department within a company full access to a report. The departmental license is a great option for companies that have more than one location and the department is spread out all over the country/world

  • This license is for companies that have one location where they want the report to be accessible by all employees within that physical location.

  • This is the most flexible of the licensing options. Some publishers will allow you to get a license for a preset number of people (typically 5). These licenses are ideal for small work groups.

License options are at the discretion of each publisher. As such, not all licenses indicated above are available for every product. If you are uncertain of the best license for your needs or would like a license that is not proactively available, please contact us and we will be happy to assist.

Head shot

Questions or Comments?

Our team has the ability to search within reports to verify it suits your needs. We can also help maximize your budget by finding sections of reports you can purchase.
Chat Now
Contact Us