2022 Digital Banking Maturity Report


2022 Digital Banking Maturity Report 

Closing the gap on the digital experience in banking

Digital Banking Maturity 2022 is the 5th edition of the largest global benchmark of digital retail banking channels, focused on spotlighting what leaders are doing to win in the digitalization race.

DBM identifies champions in global banking solutions

DBM analyzed 304 banks from 41 countries across three channels—digital functionalities, customer needs, and overall user process—to learn more about global banking solutions and the digital banking experience from start to finish.

  1. The pandemic has irreversibly changed the digital banking sector
    Changes in all markets and industries have caused customer expectations surrounding digital banking services to reach an all-time high.
  2. The gap between the best and the rest in global banking has widened
    Digital maturity is rising across the whole banking sector, with about 70% of researched banks now offering a remote account opening option vs just 55% in 2020. The biggest competitors are setting the standard for smaller institutions, 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, offering services 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 overview 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 within banks' digital channels.
  5. Growing advisory function of banks
    Stepping into the role of a trusted advisor, banks support how customers manage their finances every day 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
    When measuring customer satisfaction, how a user experiences a digital banking channel is just as important as the scope of functionalities available. Additional new features offer the most value to clients when they’re part of a well-defined UX strategy.
Digital Banking Maturity 2022 report
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