INDUSTRY INSIGHT
CXOS ARE NO LONGER ASKING WHETHER TO TRANSFORM, BUT HOW TO DO SO EFFECTIVELY ACROSS LINES OF BUSINESS.
platforms. It’ s no longer about offering a portal – it’ s about delivering a connected, responsive journey across every touchpoint.
Banks can no longer afford to treat Digital Transformation as a checkbox exercise. With customers shifting rapidly to digital channels and FinTech challengers gaining ground, the imperative now is to build truly intelligent, end-toend experiences – or risk falling behind.
Yet many institutions still fall short – not due to lack of ambition, but because they stop at digitising customer journeys without rethinking the entire value chain. According to BCG, banks that adopt a full front-to-back approach – integrating customer facing functions through to risk, compliance and operations, report cost reductions of up to 20 %, efficiency gains of 20 % to 40 % and time-to-market acceleration by 2 – 4x.
These are not just outcomes of better technology. They stem from aligning platforms, processes and people around a unified experience strategy – one that platforms like Liferay are purpose-built to support.
Today, the real advantage doesn’ t come from simply digitising services. It lies in orchestrating secure, seamless and personalised experiences across every touchpoint. Whether it’ s onboarding a small business, managing a wealth portfolio or handling daily transactions, success depends on how quickly and intelligently banks respond to customer needs. This is where cloud infrastructure, low-code platforms and AI-driven capabilities converge – giving banks modular, scalable ways to modernise without disrupting what already works.
Gaining an edge with cloud
Cloud gives banks the agility to modernise customer experiences without committing to full-scale infrastructure overhauls. Liferay’ s cloudpowered platform simplifies this transition and offers a flexible deployment model that supports innovation at the experience layer. It enables faster rollouts, real-time updates and flexible experimentation with new digital services – all while maintaining compliance and operational stability. For institutions working with legacy cores or strict regulatory frameworks, adopting cloud at the experience layer has become a pragmatic strategy – a way to innovate at the front without disrupting core systems.
Low-code, high-impact services
Alongside this, the rise of low-code development is accelerating how digital services are built and deployed. What once required lengthy IT development cycles can now be configured through visual tools and modular components, allowing cross-functional teams to launch portals, dashboards and self-service tools faster, with less reliance on heavy coding. Platforms like Liferay empower teams to create these experiences with reusable components and visual development tools, ensuring faster delivery cycles. This means banks can deliver more responsive, personalised services to customers, while keeping pace with rapidly evolving expectations.
Intelligent experiences
AI further elevates this transformation by making the experience not just digital, but intelligent. From behavioural insights to predictive personalisation, AI enables institutions to serve customers in real-time – recommending relevant products, anticipating risks or guiding users through complex decisions. A Merkle survey found that 73 % of consumers say customer experience directly influences buying decisions, with many willing to pay a 7 % to 16 % premium for brands that deliver. Yet 32 % would abandon a trusted brand after just one poor experience. With advances in AI and real-time data, banks have the tools to predict customer needs, personalise engagement across touchpoints and drive measurable outcomes – from increased retention and conversion to lower service costs and stronger financial wellbeing.
Yet this is often where transformation strategies stall. Integrating new capabilities into a legacy environment takes more than just tools. It demands a clear architectural vision. The banks making real progress are those adopting modular approaches – building experience layers that integrate securely with core systems, scale across services and remain agile enough to meet shifting customer and compliance needs.
This is where composable platforms built for experience-led transformation come into focus. In highly regulated sectors like banking, where compliance, integration and customer trust are non-negotiable, banks need solutions that don’ t just sit on top of legacy systems but orchestrate
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