Results from IDC's Industry IT and Communications Survey — U.S. Retail Banking: Transformation Takes Center Stage Improving Experiences for Customers and Employees
This IDC Perspective highlights the results from IDC's 2017 Industry IT and Communications Survey — U.S. Retail Banking. While digital transformation continues to be the rallying cry for many banks looking to modernize their IT solutions, the overall sentiment appears to have now become more evenly divided between improving the customer experience and the employees experience. According to Marc DeCastro, research director at IDC Financial Insights, "The investments being made in IT by U.S. banks and credit unions is growing faster than revenue, and most of this is being earmarked on transforming how banks utilize technology for themselves and for their customers. Over the past few years, the industry has done a great job at improving the customer's experience, and although there is still lots of room for improvement there, it does make sense that we now focus more attention on providing employees with that same level of investment."
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