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2020 Executive Survey: Digital Disruption, Transformation, and Customer Centricity

eBook

2020 Executive Survey: Digital Disruption, Transformation, and Customer Centricity

Strengths, Weaknesses, Opportunities and Threats Facing the Financial Services Community

eBook

  • In the fall of 2019, the research staff of American Banker conducted an online survey among select subscribers on “Digital Disruption, Digital Transformation, and Customer Centricity”
  • The goal of the survey was to learn senior-most financial services executives’ perceptions of the core Strengths, Weaknesses, Opportunities, and Threats posed by Digital Disruption, Digital Transformation, and Customer-Centricity
  • The double-blind survey generated hundreds of detailed responses from financial services executives (75% in traditional banks, 25% in FinTechs) in the United States, Canada, Mexico, Brazil, UK, Spain, Turkey, Nigeria, India, and New Zealand
  • The survey was sponsored by FICO, as part of a primary research effort on market requirements and product positioning for its Centralized Decisioning solution; FICO’s conclusions can be found at the end of this report