1、How banks are responding to digital (r)evolution? USE THE SAME COLORS FOR 2018 AND 2020 O C T O B E R2 0 2 0 2 | Copyright 2020 Deloitte Central Europe. All rights reserved. K E Y T A K E A W A Y S Digital champions dont only lead their peers in number of digital functionalities along the customer j

2、ourney, those that are incumbents outperform other incumbents in their country on average on both C/I (-4.0 p.p.) and ROE (+1.9 p.p.). 60% of banks have closed or shortened opening hours of branches but many have also implemented new digital features, such as fully digital processes, e.g. account op

3、ening (34%), remote identification & verification (23%) and contactless payments (18%). Digital champions are investing in E2E digital sales processes and have widened their lead on latecomers for key products, e.g. 51% vs 23% for current accounts, 85% vs 34% for credit cards, and 84% vs 30% for cas

4、h loans. 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%. New functionalities typically gain traction faster w

5、ith challenger banks than incumbents, e.g. bill split 27% vs 2%, virtual debit card 26% vs 2%, chatbots with advanced use cases 15% vs 4%, chatbots allowing transactionality 12% vs 2%. Covering 318 banks from 39 countries, DBM analyses digital retail banking in 3 channels, based on an outside-in mys

6、tery shopper assessment of digital functionalities, customer needs research and UX evaluation. 3 | Copyright 2020 Deloitte Central Europe. All rights reserved. 5. A G E N D A 1. 2. 3. 4. Digital Banking Maturity 2020 is the 4thedition of the largest global benchmarking of digital retail banking chan

7、nels, answering what leaders are doing to win in the digitalization race. LIVING IN THE NEW NORMAL ABOUT THE STUDY INSIGHTS FROM DIGITAL LEADERS STATE OF UX STRATEGY FOR THE FUTURE 4 | Copyright 2020 Deloitte Central Europe. All rights reserved. ”World Bank forecasts worst recession in eight decades

8、 on COVID-19” June 8th, BNN Bloomberg Global recession forecasts 2020 Revenue compressionCustomer preferences changesOperating model transformation Interest rates reduction Remote working ”COVID speeds up digital banking revolution in 10 weeks not five years” June 8th, The Sydney Morning Herald “Cor

9、onavirus: Digital banking is no longer optional” April 14th, Euromoney Digitalization fast track ”41% of employees likely to continue remote working after pandemic” April 15th, Gartner ”Negative Interest Rate May Not Help In Economic Recovery From COVID-19” May 19th, Forbes Loan defaults “Worlds Ban

10、ks Brace for Rise in Loan Defaults” April 17th, US News Social lockdowns AprilMayJune ”Phygital: a banking strategy for the new isolation economy” June 5th, World Economic Forum Branches remodelling ”Coronavirus: will call centre workers lose their voice to AI?” April 22th, Financial Times Process a

11、utomation ”Banks may not be profitable until 2025 even as major economies recover” May 22nd, Business insider Profitability hurdles L I V I N G I N T H E N E W N O R M A L Illustrative Source: Press 5 | Copyright 2020 Deloitte Central Europe. All rights reserved. 1.Survey conducted in June-August 20

12、20 in mystery shopper assessment on a sample of 256 banks participating in 2020 edition. of banks closed or shortened opening hours of branches of banks turned-off selected methods of account opening of banks suspended account openings or limited access to products for new clients of banks implement

13、ed fully digital processes (product opening etc.) of banks increased limit of contactless payments of banks introduced digital ID&V methods of banks introduced appointment bookings in branches of banks launched contactless payment methods of banks enabled donations to NGOs, social actions etc. L I V

14、 I N G I N T H E N E W N O R M A L LIMITATIONS DUE TO COVID-19NEW FUNCTIONS IMPLEMENTED DUE TO COVID-19 Digital Banking Maturity is the biggest global digital banking study, providing a comprehensive outside-in mystery shopper assessment of retail banks digital channels and furthering discussion abo

15、ut future developments. Functionalities benchmarked Mystery shopper researchers Customer journey sections Customer journey steps Banks assessed Markets covered Digital channels Customers surveyed A B O U T T H E S T U D Y 6 6 | Copyright 2020 Deloitte Central Europe. All rights reserved. 7 | Copyrig

16、ht 2020 Deloitte Central Europe. All rights reserved. banks countries Thought leadership material for European Financial Congress Covering 15 additional CE countries and 100 banks From one country to 38 in just 2 years to become pioneers in assessing banks digital appetite banks country banks countr

17、ies Biggest global digital banking study with 4thedition, allowing for analysis of key trends among banks worldwide banks countries A B O U T T H E S T U D Y 8 | Copyright 2020 Deloitte Central Europe. All rights reserved. Italy Luxemburg Netherlands Norway Poland Portugal Romania Russia Serbia Slov

18、akia Slovenia Spain Germany Greece Hungary Ireland Czech Republic France Belgium Bulgaria Croatia E U R O P E Peru Uruguay Canada Mexico N O R T H A M E R I C A Argentina Chile Colombia S O U T H A M E R I C A A B O U T T H E S T U D Y A U S T R A L I A Kuwait Qatar Saudi Arabia United Arab Emirates

19、 Singapore Sweden Switzerland Turkey United Kingdom A S I A Japan 9 | Copyright 2020 Deloitte Central Europe. All rights reserved. USER EXPERIENCE STUDY FUNCTIONALITIES BENCHMARKING Assessment of 6 customer journey steps Analysis of digitalization of 13 core banking products Customer preferences bet

20、ween channels in terms of most common banking activities 19 UX scenarios reflecting 10 areas of customer activity from all of the stages of relationship with a bank Analysis of 1108 digital functionalities through mystery shopper approach on real retail current accounts in each bank. Survey-based re

21、search focused on identifying 26 most important banking activities and preferred channels (branch, Internet, mobile). Supplementing analysis of customers perception of user experience. Functionalities library with worlds leading practices An exhaustive overview of digital maturity between banks CUST

22、OMER NEEDS RESEARCH DBM BENCHMARK Assessment of digital banking channels from customer experience perspective UX ASSESSMENT UEQ survey covering a comprehensive impression of UX of mobile apps A B O U T T H E S T U D Y Note: Complementary assessment comprise KPIs and Covid-19 response surveys. 10 | C

23、opyright 2020 Deloitte Central Europe. All rights reserved. XX # of benchmarked functionalities Availability of information Opening processChannels accessibility Guidance for new users Account & product management Authorization Card management Customer support Personal finance management Transfers a

24、nd payments Account closingProduct x-sell (basic)1 Product x-sell (complementary)2 Bancassurance Investment services Beyond Banking Ecosystem and account aggregation Customer Journey stepCustomer Journey sub-category 25566449845411 1.Product x-sell (basic) includes: debit card, credit card, overdraf

25、t, cash loan, cheque, bank draft. 2.Product x-sell (complementary) includes: car loan, mortgage, currency account, saving account, term deposit, private banking account. A B O U T T H E S T U D Y 11 | Copyright 2020 Deloitte Central Europe. All rights reserved. I N S I G H T S F R O M D I G I T A L

26、L E A D E R S Digital latecomers Digital adopters Digital smart followers Digital champions Digital champions offer a wide range of functionalities relevant for customers and a compelling user experience. Digital champions set key digital trends and have leading market practices, which makes them ex

27、amples to learn from. DBM index1 Defined as Top10% of banks2 1.DBM index measures maturity for channels and products offered by a bank. Data for 313 out of 318 banks which participated in 2020 edition. 2.Selection of 31 banks defined as Digital champions. 12 | Copyright 2020 Deloitte Central Europe.

28、 All rights reserved. 1,9 p.p. I N S I G H T S F R O M D I G I T A L L E A D E R S 1.Incumbents banks with long-established position on the market. Challengers relatively small bank competing with large long-established banks. 2.Average difference to peers peers are incumbent banks in the same count

29、ry that were covered in the DBM survey. of Digital champions are Incumbents1 Selected KPIs of incumbents: average difference to incumbent peers2, p.p. ROE ROA Cost/income 0,2 p.p. -4,0 p.p. 13 | Copyright 2020 Deloitte Central Europe. All rights reserved. I N S I G H T S F R O M D I G I T A L L E A

30、D E R S Market position Customers Ownership Channels Financial performance 42 51 24 42 24 Market share 1% Universal Omnichannel Independent Turning a profit Market share 1% Retail-focused Digital-only Incumbent-owned Not yet break even of Digital champions are Challengers1 1.Incumbents banks with lo

31、ng-established position on the market. Challengers relatively small bank competing with large long-established banks. Selected characteristics of Challengers, # of banks 14 | Copyright 2020 Deloitte Central Europe. All rights reserved. I N S I G H T S F R O M D I G I T A L L E A D E R S Authorizatio

32、n Guidance for new users Account closing Card management Availability of information Account and product mgmt. Channels accessibility Opening process Customer support Personal finance management (PFM) Transfers and payments Beyond banking Bancassurance Ecosystem and account aggregation Investment se

33、rvices Product x-sell (basic) Product x-sell (complementary) Digital latecomers Digital adopters Digital smart followers Digital champions % of functionalities offered by banks1 INFORMATION GATHERING ACCOUNT OPENING CUSTOMER ONBOARDING END RELATIONSHIP DAY-TO-DAY BANKING EXPAND RELATIONSHIP 1,6x 2,8

34、x 1,4x 1,8x 2,7x 1,8x 4,8x 1,7x 2,9x 1,9x 3,5x 6,2x 5,7x 4,2x 2,5x 2,4x 7,1x Advantage of champions over latecomers2 Top categoriesOverview in this material 1.Data for 313 out of 318 banks which participated in 2020 edition. 2.Ratio of functionalities % between Digital champions and Digital latecome

35、rs score. 15 | Copyright 2020 Deloitte Central Europe. All rights reserved. I N S I G H T S F R O M D I G I T A L L E A D E R S INFORMATION GATHERING ACCOUNT OPENING CUSTOMER ONBOARDING END RELATIONSHIP DAY-TO-DAY BANKING EXPAND RELATIONSHIP 1.Based on the data for 152 banks which participated in 20

36、18 and 2020 edition. Digital champions increase in advantage over peers difference between % of functionalities in 2018-2020 between Digital champions and others, p.p. Expand relationship functionalities (avg. 13 p.p. advantage) has been a top priority for Digital champions, especially partnership e

37、cosystem and account aggregation (16 p.p. advantage). Champions have also widened their lead over other banks in account and product management (15 p.p.) and PFM (15 p.p.). Card management Authorization Opening process Channels accessibility Guidance for new users 13% Account and product mgmt. 10% 1

38、1% 4% Customer support PFM Transfers and payments Bancassurance Beyond banking 14% Availability of information Investment services X-sell (basic) X-sell (complementary) Account closing 8% 4% 6% 15% 5% 14% 5% 15% 13% 10% 16% 10% Ecosystem and account agg. 16 | Copyright 2020 Deloitte Central Europe.

39、All rights reserved. I N S I G H T S F R O M D I G I T A L L E A D E R S % of banks offering end-to-end current accounts (CA) opening method1 5% 55% 20% 58% Digital latecomersDigital champions End-to-end current account opening % of banks offering remote CA opening methods1 52% 27% 27% 13% 13% 10%Pe

40、nny transfer Showing ID to courier Picture of ID card E-signature Video conference Auth. via log in to another bank Digital champions 1.Data for 31 banks classified as Digital champions and 93 banks classified as Digital latecomers which participated in 2020 edition. 17 | Copyright 2020 Deloitte Cen

41、tral Europe. All rights reserved. I N S I G H T S F R O M D I G I T A L L E A D E R S 17% 90% 5.4x Financial projections4 Managing transaction categories3 Setting financial goals2 43% Budget notifications Contextual offer Saving and investing advice Measuring financial health 41% 39% 21% 16% 15% 13%

42、 Digital latecomers Digital champions % of Digital champions offering given functionalities1 % of functionalities offered by banks1 1.Data for 31 banks classified as Digital champions and 93 banks classified as Digital latecomers which participated in 2020 edition. 2.Average for setting and tracking

43、 savings goals, setting own financial goals, setting savings goals events and notifications. 3.Average for automatic categorization, manual change of categories, learning categorization system, adding own categories, adding and changing rules of categorization, transaction split. 4.Average for estim

44、ation of upcoming expenses and short-term cash flow projections. 18 | Copyright 2020 Deloitte Central Europe. All rights reserved. % of banks offering given functionality1 I N S I G H T S F R O M D I G I T A L L E A D E R S Initiation of a payment from another account Account aggregation API for dev

45、elopers 30% 94% 39% 66% 4% 32% 2% 8% FinTech accelerator program/hackathon Fintech partnerships diversity2 Marketplaces with financial services from other providers 2% 35% 1.Data for 31 banks classified as Digital champions and 93 banks classified as Digital latecomers which participated in 2020 edi

46、tion. 2.Average score for 29 banks classified as Digital champions and 42 banks classified as Digital latecomers which have any type of Fintech partnership. Bank with 100% score has 6 types of partnership. Digital latecomersDigital champions 100% 61% 19 | Copyright 2020 Deloitte Central Europe. All

47、rights reserved. Authorisation Payments Lending Blockchain PFM Wealth management 0% 100% % of banks with FinTech partnership by area1 I N S I G H T S F R O M D I G I T A L L E A D E R S Digital latecomers Digital adopters Digital smart followers Digital champions 1.Data for 313 out of 318 banks whic

48、h participated in 2020 edition. 20 | Copyright 2020 Deloitte Central Europe. All rights reserved. Credit card Debit card Currency account Saving account Term depositMortgageOverdraftMutual funds Cash loan Customer preference to open products in digital channels1 Most preferred to open digitally Less

49、 preferred to open digitally TransactionalInvestment & savingCredit I N S I G H T S F R O M D I G I T A L L E A D E R S 84% 30% 2.8x 34% 85% 2.5x 16% 56% 3.5x 6% 15% 2.3x 23% 51% 2.2x 84% 39%2.1x 84% 45%1.9x 61% 22%2.7x 27% 69% 2.6x 51% 85% 1.7x 20% 58% 2.9x Credit card Cash loan Car loan Mortgage Term deposit Debit card Currency account Current account CreditTransactionalSaving & investment Saving account Brokerage account Mutual funds % of banks offering end-to-end digital opening of selected products2 12% 32% 2.8