The Experience Gap in Commercial Banking
This report shows how platform fragmentation is costing commercial banks clients, revenue, and relevance – and what leaders are doing differently.
Despite record revenues and technology investments, commercial banking is struggling to meet rising client expectations, creating dissatisfaction, attrition risk, and competitive pressure.
This report explores the financial and competitive costs of fragmented commercial banking systems and argues for a unified, intelligent, and human-centered approach built on a single platform that seamlessly serves every client, channel, and relationship.
Research in this report reveals five key findings:
- Technology spend is tied up in keeping legacy systems alive
- Commercial client satisfaction is falling
- The onboarding gap has become a growing operational challenge
- Relationship managers are spending their time on the wrong things
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