Tailoring the Customer Experience: External Forces Impacting Corporate Digital Channels

by Patricia Hines, January 13, 2016
Industry Trends


The second in a series of reports commissioned by HSBC examines the external forces impacting corporate digital channels, including why a tailored experience is critical and which emerging technologies will shape the future.  

In the report Tailoring the Customer Experience: External Forces Impacting Corporate Digital Channels, Celent looks at the challenges of delivering a tailored omnichannel experience, the impact of digital innovation, and the external forces affecting corporate digital channels. Serving the corporate client segment brings additional complexity to designing a consistent yet customized approach for digital channels. Each corporate client has a unique set of business and technology requirements based on their treasury management organizational structure, geographic footprint, and treasury technology sophistication. 

The report examines four external forces impacting corporate digital channels:

  • Competitive environment.
  • Regulatory climate.
  • Economic conditions.
  • Technology impacts.

These factors are shaping the future of corporate digital channels, but emerging technologies will have the greatest impact.

“Although digital corporate banking channels are just one component of a complex treasury technology landscape, it is a critical one,” says Patricia Hines, Celent senior analyst and author of the report. “Celent believes that corporates maximizing the efficiency and transparency of digital channels today are preparing themselves to take advantage of emerging technologies in the future.”

This 20-page report contains 8 figures.

This report is part of the HSBC Corporate Insights Program which includes reports, webinars and videos. You can learn more by visiting the HSBC program website.

Celent is a research and advisory firm dedicated to helping financial institutions formulate comprehensive business and technology strategies. Celent publishes reports identifying trends and best practices in financial services technology and conducts consulting engagements for financial institutions looking to use technology to enhance existing business processes or launch new business strategies. With a team of internationally based analysts, Celent is uniquely positioned to offer strategic advice and market insights on a global basis. Celent is a member of the Oliver Wyman Group, which is a wholly-owned operating unit of Marsh & McLennan Companies [NYSE: MMC].

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Table of Contents

Executive Summary



Key Research Questions


A Tailored Approach for Corporate Banking


Digital Channels: Tailored But Unified


Innovation for Corporate Digital Channels


Forces Shaping the Future



Competitive Environment



Regulatory Climate



Economic Conditions



Technology Impacts


The Path Forward


Leveraging Celent’s Expertise



Support for Financial Institutions



Support for Vendors


Related Celent Research


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