New white paper: omni-channel banking and the digital transformation roadmap

Happy to announce that we just published a new white paper on omni-channel banking and the digital transformation roadmap.

The white paper is based on the Omni-Channel Banking Survey conducted by Backbase and Efma, and completed by more than a hundred C-level bankers from across the globe. The report also contains the findings from more than 15 interviews with bank executives, as well as the 7 Habits of a Highly Successful Digital Bank, written by Roberto Ferrari, general manager of CheBanca!, the No 1 digital bank in Italy. The report highlights five important takeaways:

New competitors in banking: The disrupters
Discover how and why the market is changing – how it’s driven by customers, and by tech companies, startups, and neobanks.

Customer experience: The key ingredients
Understand how customer loyalty and retention is affected by a mix of superior digital experiences and human interaction, and how delivering this mix is the primary challenge.

Omni-channel and the changing channel mix
100% of the banks in the survey results rate the creation of a seamless omni-channel experience ‘important’ to ‘extremely important’.

Mobile’s impact on online sales and share of wallet
Customer behavior is affecting the channel mix and revenue generation. The survey results reveal that mobile channels record the highest increase in revenue generation.

Regaining control in the era of digitization
To succeed in the market and beat the disrupters, banks should regain control of business strategy, and be able to build and deliver unique experiences with their customers.

Download the full report for free via