This report analyzes survey data from senior BFSI digital leaders to identify the biggest obstacles preventing organizations from fully understanding and optimizing digital customer experiences. It reveals that many institutions struggle with outdated analytics tools, data silos, limited scalability, and slow issue resolution. Findings show that fewer than one-third of organizations can resolve digital friction within an hour, while many take a week or more to identify root causes. The report also highlights gaps in mobile visibility, visualization capabilities, and self-service analytics. It concludes that consolidating tools into a unified, customer-centric analytics platform is critical for improving speed, reducing friction, and meeting growing customer expectations in digital-first ba

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