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Webinar: How are Digital Banking champions meeting customer demands and winning more business?

In partnership with the Banking and Payments Federation Ireland (BPFI).

With over 300 retail banks and 6000 customers surveyed, the Digital Banking Maturity Study is the largest global benchmarking study of digital retail banking channels, answering what banking leaders are doing to win in the digitalisation race.

Most notably, the study reveals how digital champions outperform peers on the basis of cost/income and ROE, and that digital champions know UX is a key differentiator driving customer satisfaction, such that 65% of digital champions ranked in the top 10% for analysed UX scenarios. The largest gaps between champions and latecomers are in opening an account 71% vs 23%, buying an insurance product 44% vs 7% and beyond banking service 48% vs 11%.

During our webinar on February 4th 2021, Yvonne Byrne, Partner, Deloitte Digital, provided deeper insights into the results from the study from an Irish perspective; there is still a significant gap between Irish banks' average score and the global digital champions, particularly within day-to-day banking and expanding the relationship journey.

Our panel discussion, moderated by David Dalton, Partner and FS Leader, Deloitte, included two global digital champion banks; Jacek Iljin, Managing Director, mBank Retail Poland and Andrzej Pyka, Chief Retail Transformation Officer, Santander Bank Poland who scored highest in the Digital Banking Maturity Study. We heard about their journey, how it evolved and the difference it has made to their business and customers. We got great insight from our panellists Fergal O'Riagain, Director of Daily Banking, Investments and Insurance, KBC Bank Ireland and Michael Wodzicki, Partner, Deloitte Poland.

Discover more about the Digital Banking Maturity Study.

How are Digital Banking champions meeting customer demands and winning more business?

Webinar Recording: How are Digital Banking champions meeting customer demands and winning more business?

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