West Monroe’s signature research, The Digital Disconnect: Linking Vision to Real-World Execution, surveyed 700 C-Suite executives across seven industries and more than 5,000 of their representative consumers in 2023. This report highlights the responses from 100 executives in the financial services (banks, lenders, card issuers) industry, as well as all consumers.
With organizations expected to do more with less, having comprehensive data is essential to making the right decisions when developing or enhancing products and solutions. Making these decisions without proper insight can lead to costly mistakes.
Financial services leaders noted that two of their three biggest digital transformation mistakes in the past 12 months have been directly tied to data and customer experience.