Digital Banking Experience Report 2022

Banks must leverage their trust capital if they are to prevent loss of market share to tech giants who are broadening their offer into financial services. Our Digital Banking Experience Report 2022 outlines the key trends shaping banking across the globe in this hyper-connected era. Why has the digital maturity of banks declined over the last 12 months?

In October 2022, Sopra Steria, in partnership with Ipsos and Forrester, unveiled the results of its annual Digital Banking Experience (DBX) report. For the second year in a row, this report assesses the digital maturity of banks and their ability to keep pace with their customers' new expectations.

The analysis is based on a cross-section of banks' (792 banking sector decision-makers surveyed by Forrester in 50 countries) and consumers' perceptions (12,500 customers surveyed by Ipsos in 14 countries). 

see transcription

Digital Banking Experience Report 2022

Hyper-connected bank customers have new priorities

• 4 in 10 Clients with online bank accounts
• 58% Clients prefer to communicate with their bank via mobile or web
• 67% Customers tempted by AI-assisted account management
• 1 in 4 Clients  who have been victim of an attempt to steal bank data
• 26% Clients who are satisfied with the personalisation offered by their bank
• Climate change is important of 57% of clients selecting investments - 55% of these rate it above profitability
• 1 in 4  Clients already investing in cryptocurrencies

Click here to read the full report and get this year's insights.