Digital Adoption Technology: Key Issues and Prominent Players

Digital processes are becoming more complex, requiring adoption solutions.  

October 26, 2022 – Financial institutions and insurers have been providing digital experiences for employees, intermediaries, and customers as part of digital transformation initiatives. The complexity of financial and insurance-related transactions and products requires many of these digital experiences to be similarly complicated, posing challenges for the end user and hindering the widespread adoption of these platforms. How can digital adoption platforms mitigate this complexity and generally improve these digital experiences?

This report explores some key trends within the digital adoption technology market and discusses how technology is evolving to address new market needs and challenges. It is based vendor demos and interviews, primary and secondary research, client interviews with insurers and FIs, and hands-on experience with these tools. This report profiles the following vendors:, AppLearn, Amplitude, Appcues, Apty,, EdCast, Gainsight, Glia, Helppier, Intercom, Newired,, Pendo, Spekit, Toonimo, UserI, Userlane, WalkMe, and Whatfix.

This 46-page Impact Report contains six figures and three tables. Clients of Aite-Novarica Group’s Customer Experience or Retail Banking & Payments service can download this report and the corresponding charts.

This report mentions Adobe Analytics, Confluence, Google Analytics, Heap, HubSpot, KnowledgeOwl, Mailchimp, Marketo, Medallia, Microsoft, Mixpanel, Pega, Salesforce, Segment, ServiceNow, SharePoint, Slack, SurveyMonkey, Twilio, Webex, WhatsApp, Zendesk, and Zoom.

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