Results in this survey are based on an online survey of 429 IT decision-makers in the banking financial services, and insurance industry around the globe.
The COVID-19 pandemic accelerated the move to digital channels, the cloud, and self-service customer care so financial companies could take advantage of new technologies to keep businesses running sans a staff yet maintain a satisfactory level of customer experience (CX). BFSI companies are focusing on improving digital experiences such as digital customer and employee onboarding, online payments, proactive alerts, payment reminders, self-serve access to account information, and quicker loan approvals.
FBSI organizations are in the process of substantial digital transformations, with CX top of mind. Employee safety, productivity, engagement, and retention are also a top priority amidst the pandemic. Shift to the cloud has accelerated so that businesses can take advantage of new features, scalability, and flexibility.
Self-service tools are being used more frequently by all generations; with the help of AI, they can be more effective and faster at handling ever-more complex queries. Security has always been a top concern, but with WFH being a continued reality, it's front and center as an IT issue. Consumer trust is non-negotiable in this industry.
The ability to deliver excellent customer experiences through mobile devices is crucial for survival; this means delivering seamless and effortless interactions and transactions regardless of the method or channel the customer has used to communicate each time they connect with a business.
The primary goals of this research are to:
Understand the impact of COVID-19 on IT and telecom decision-making
Identify the IT-related challenges organizations face today
Monitor the status of digital transformation
Assess the current and future use of business communications technologies
Evaluate factors that drive investments in communications technologies
Gauge IT and communications trends
Appraise available IT budgets
Technologies covered:
Enterprise mobility management
Digital commerce
Communications & collaboration
Data centers & cloud infrastructure
Digital marketing (omnichannel marketing, marketing automation)
Customer experience (CX)
Cybersecurity
Enterprise content management (ECM)
Enterprise resource planning (ERP)
Internet of things (IoT)
AI
Digital visualization
Blockchain
Big data analytics
Key Topics Covered:
1. Research Objectives & Methodology
2. Executive Summary
Emerging Technology Trends
How Tech Trends Impact the Banking, Financial Services, and Insurance (BFSI) Industry
Looking Ahead - The Future of Banking
Fintech Industry - Aspirations Impacting Growth
Key Findings
3. Digital Transformation Strategy
Key Business and Digital Transformation Goals
Top IT-Related Challenges
Digital Transformation Success Measurements
4. COVID-19 Impact
Greatest Impact of COVID-19 on Organizations
COVID-19 Impact on Technologies for Remote Workers
Contact Center COVID-19 Related Priorities
5. Acceleration to the Cloud
Application Deployment "In The Cloud"
Cloud Communications Provider Selection Factors
6. Mobile Worker Applications and Devices
Top Reasons for Providing Mobile Apps to Employees
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