Digital Banking Maturity Study

Press releases

Are Luxembourg’s banks prepared for the new world of banking?

Press Release

Thursday 19 April 2018

Comprehensive Deloitte study finds an industry on the cusp of a potentially major shake-up driven by regulatory, environmental, and technological pressure.

Luxembourg’s financial sectors could be set for a shake-up as customer preferences are evolving and the market position of banks is changing. Moreover, digital-first regulations like the revised Payment Services Directive (PSD2) will remove barriers between national markets and allow new entrants with stronger digital competencies to challenge incumbents for market share.

This and other findings about the digital capabilities and readiness of EMEA’s banking sector were the result of Deloitte’s EMEA Digital Banking Maturity Study, a comprehensive analysis of the digital competencies and market situation in 38 countries, encompassing 238 banks and 10 FinTechs.

What makes a digital champion?

A team of 136 “mystery shoppers” opened current accounts and evaluated each bank’s internet and mobile banking channels to map their offering against 826 functionalities. In parallel, a customer survey was conducted, of more than 8,000 clients of banks in the same 38 countries, to understand customer needs and preferences for each market, and to be able to map each bank’s functionality against consumer expectation in their market. These were supplemented by an evaluation of mobile user experience (UX) by customers according to the User Experience Questionnaire (UEQ) framework.

Status quo no longer an option for Luxembourg banks

Despite some pressure on the banking market, the digital maturity of Luxembourg banks is still lower than the European average, being classified as a “digital adopter” instead of leading the way. Many still have not addressed the digitization pressures from customers and competitors.

“With a rather homogenous digital offering, and solid day-to-day banking functionalities, banks in Luxembourg still have room for development to deliver a complete digital banking customer experience. We encourage the local players to review their digital strategies in order to keep up with the rising appetite of digital consumers,” says Pascal Martino, Partner and Banking Leader at Deloitte Luxembourg.

How to prepare for the future

Both banking incumbents and FinTechs will need to answer two key questions as they prepare for the future: What role do they want to play beyond their traditional/core business? What role do they want to play in the emerging post-PSD2 Open Banking/Beyond Banking ecosystem?

Ronan Vander Elst, Partner at Deloitte Digital Luxembourg provides a solution. “Banks need to get the full picture for their market positioning so they can understand their next course of action. Whether they should be spending their time and resources on excelling end-to-end on selected customer journeys or only on part of them will determine their future market positions.”

Learn more about the EMEA Digital Banking Maturity Survey results here: www.deloitte.com/lu/digital-banking-maturity

 

About the study

Deloitte member firms across EMEA joined efforts to conduct the most comprehensive and objective assessment of financial institutions’ digital maturity in order to separate the true digital champions from the smart followers, adopters, and digital latecomers.

To answer what makes a “digital champion,” the study measured financial institutions’ performance across three critical areas:

1) Functionality review of each of the 248 financial institutions across 38 countries. A team of 136 “mystery shoppers” opened current accounts and evaluated each bank’s internet and mobile banking channels to map their offering against 826 functionalities.

2) Customer survey of more than 8,000 clients of banks in the same 38 countries to understand customer needs and preferences for each market, and to be able to map each bank’s functionality against consumer expectation in their market.

3) User experience (UX) evaluation of mobile banking by customers according to the User Experience Questionnaire (UEQ) framework to supplement the above.

About Deloitte

Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited ("DTTL"), its global network of member firms, and their related entities. DTTL (also referred to as "Deloitte Global") and each of its member firms are legally separate and independent entities. DTTL does not provide services to clients. Please see www.deloitte.com/about to learn more.

Deloitte is a leading global provider of audit & assurance, consulting, financial advisory, risk advisory, tax and related services. Our network of member firms in more than 150 countries serves four out of five Fortune Global 500® companies. Learn how Deloitte's approximately 264,000 people make an impact that matters at www.deloitte.com.

About Deloitte in Luxembourg

In Luxembourg, Deloitte consists of 100 partners and over 2,200 employees and is amongst the leading professional service providers on the market. For over 65 years, Deloitte has delivered high added-value services to national and international clients. Our multidisciplinary teams consist of specialists from different sectors and guarantee harmonized quality services to our clients in their field. Deloitte General Services, société à responsabilité limitée, is an affiliate of the Luxembourg member firm of Deloitte Touche Tohmatsu Limited, one of the world’s leading networks of professional services firms.

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