The continued rise of empowered digital consumers further emphasizes customer experience as critical to success in banking. Customers expect seamless end-to-end experiences that provide them with what they need at the moment. Banks must pivot from their product orientation to become customer-centric and deliver value to their customers as part of a seamless end-to-end experience. Forrester has assessed how prepared banks are to embrace digital banking and better address customer needs, and they will deliver their analysis.