IDC MaturityScape: Omni-Experience Digital Transformation in Retail BankingThis IDC study describes the IDC MaturityScape for omni-experience digital transformation (DX) in retail banking. It identifies the stages, dimensions, outcomes, and actions required to continually disrupt the customer's banking experience and maintain market-leading performance. This study also serves as a guide for business and technology executives to identify areas in need of improvement in support of digital experience in the following key dimensions of the omni-experience DX:Channel (physical and digital) experienceContinuous innovation orientationPlatform service deliveryOmni-dimensional marketingThe IDC MaturityScape for omni-experience digital transformation in retail banking provides a framework for leaders to discuss and create plans for creating and capitalizing on a multidimensional and multichannel ecosystem approach for banks that continually amplifies experiences and adds business value. Banks that are able to deliver an optimized omni-experience as part of their digital transformation journey should be able to continually attract and grow loyalty with customers, partners, and employees across the entire ecosystem.This IDC MaturityScape enables business and technology leaders to assess the current state and readiness of their abilities to deliver an optimized omni-experience as part of their digital transformation journey."The challenge remains of delivering a customized omni-experience in a scalable manner that engages and satisfies the customer experience," says Marc DeCastro, research director for IDC Financial Insights. "The banks that have provided and promoted their innovation within the omni-channel experience are on the right path for further success, with all others finding themselves in a game of rapid catch up, or risk being left behind."
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