Digital Banking Maturity 2022

Digital Banking Maturity (DBM) identifies champions and leading practices worldwide

Covering 304 banks from 41 countries, DBM analyzes digital retail banking via three channels throughout the entire customer journey. It is based on an outside-in ‘mystery shopper’-assessment of digital functionalities, customer needs research and user experience (UX) evaluation.

1. The pandemic has changed the world and banking sector for good.
   Changes in all markets and industries have raised customer expectations regarding digital banking services 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 their accounts.
   
   
4. E-commerce solutions are 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. Banks’ advisory functions are growing.
   Taking the role of a trusted advisor, banks support clients’ everyday financial management with a wide array of digital solutions, such as Personal Finance Management (PFM) tools, multiple investment options, risk profiles, automated investment advisory, and portfolio management.
   
   
6. UX is a key differentiator.
   User experience (UX) 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.