Digital Banking Maturity 2022  

DBM Identifies champions and  leading practices worldwide.

Covering 304 banks from 41 countries, DBM analyses digital retail banking in 3 channels, throughout the customer journey, based on an outside-in ‘mystery shopper’ assessment of digital functionalities, customer needs research and UX evaluation. 

1. The pandemic has changed the world and banking sector irreversibly
   Changes in all markets and industries have impacted customer expectations regarding digital banking services, which are now higher than ever.
2. The gap between the best and the rest has widened
   Digital maturity is rising across the whole banking sector (e.g. ~70% of researched banks now offer a remote account opening option vs 55% in 2020) but the best players have widened the gap to the rest, particularly in areas such as bancassurance, investment services, and card management and authorization.  
3. Banks are becoming more than just banks
   Leading banks are becoming multi-service platforms, with offerings in areas such as mobility,e-government, healthcare and commerce. Supported by regulations and cross-country solutions, banks are building ecosystems that can provide clients with a unified view of all of their accounts.
4. E-commerce solutions on the rise  
   In response to the growing importance of e-commerce, banks are implementing solutions designed for online sales – including the  In response to the growing importance of e-commerce, banks are implementing solutions designed for online sales – including the development and implementation of marketplaces, embedded in banks’ digital channels.  
5. Growing advisory function of banks
   Taking the role of a trusted advisor, banks support clients’ everyday finance management with a wide array of digital solutions, such as PFM tools, multiple investment options, risk profiles, automated investment advisory, and portfolio management. 
6. UX is a key differentiator  
   User experience of digital banking channels can be as important to customer satisfaction as the scope of functionalities implemented. New features bring the most value to clients when they are added according to a well-defined strategy with a focus on UX.