Digital Banking Maturity 2022
Closing the Gap to Fully Digital User Experience
Digital Banking Maturity 2022 | Deloitte
Digital Banking Maturity 2022 is the 5th edition of the largest global benchmarking of digital retail banking channels, answering what leaders are doing to win in the digitalization race
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. Compared to the previous DBM 2020 results, a significant shift in the degree of digitalisation is noticeable in all evaluated categories. The Czech banking sector ranked 13th out of all 41 evaluated countries.
As part of the global comparison, most Czech banks placed in the upper half of the overall ranking, nevertheless none of them made it to the top 10% among the digital champions. Spanish and Canadian banks continue to hold the lead, as they have moved noticeably ahead in the levels of digitalisation since the last edition of the study and increased their lead further in percentage terms. Czech banks have recently made a considerable progress in digitalisation of client services - compared to 2020, when the best Czech banking players kept a fairly significant distance from the rest of their domestic competition, the overall digital maturity levels have increased and the gaps between the banks have narrowed.
What is behind this trend? What new functionalities and innovations in digital customer services did global and Czech banks implement during the last two pandemic years?
Download the global DBM 2022 report or reach out to us directly if you are interested in a detailed report and results of your bank.
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 global 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 such as PSD2 or Open Banking and various cross-country solutions, banks are building ecosystems that can provide clients with a unified view of all of their accounts or enable them to consume services of third parties.
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 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.