Accelerating digital transformation in banking

Article

Accelerating digital transformation in banking: Findings from the global consumer survey on digital banking

The banking industry is in a digital arms race. Banks around the world are already realizing how investments in digital technologies could benefit customer acquisition and satisfaction. In 2018, banks globally plan to invest $9.7 billion to enhance their digital banking capabilities in the front office alone.  Online and mobile have become as important, if not more important, channels for many retail banks as branches and ATMs.

The Deloitte Center for Financial Services surveyed 17,100 banking consumers across 17 countries in May to measure the current state of banks’ digital engagement. The survey results support Deloitte’s belief that restructuring organizations around different stages of customer interaction will be the next frontier for digital banking by merging the physical/digital with the virtual/digital and putting the “real in digital and digital in real.”. Across the globe, consumers fell into one of three distinct segments: traditionalists, online embracers, or digital adventurers and the results revealed clear differences regarding digital attitudes and behaviors among these consumers.

This study is the latest in a suite of thought leadership efforts that address digital banking. Despite differences and nuances across geographies, we noticed a common, key theme: There needs to be an evolution in how consumers interact with their banks, and customers are expecting that progression to begin now.

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Contacts

Pascal Martino
Partner – Banking & Digital Leader
Tel : +352 45145 2119
pamartino@deloitte.lu

Ronan Vander Elst
Partner – Deloitte Digital
Tel : +352 45145 4322
rvanderelst@deloitte.lu

Erika Bourguet
Director - Strategy Regulatory &
Corporate Finance
Tel : +352 45145 3045
ebourguet@deloitte.lu

Francois Bade
Director – Strategy & Corporate Finance
Tel : +352 45145 4283
fbade@deloitte.lu

Xavier Turquin
Senior Manager - Strategy Regulatory & Corporate Finance
Tel : +352 45145 4229
xturquin@deloitte.lu

 

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