1.There is still time to establish competitive advantage in digital banking, because:
- Over 90% of banks interviewed have or are developing a digital banking strategy, but only 8% have implemented a comprehensive solution.
2.Most banks are focused on using digital banking to defend market share, because:
- Over 90% of banks interviewed cited increasing customer satisfaction and retention as the key business drivers for launching digital banking services. Increasing profitability is the next most important driver (80% overall).
3.Digital platforms and mobile payments are the ‘must have’ service elements for digital banking success, because:
- Most respondents have implemented or are clearly prioritising these already -real-time decision-making and marketing are likely to be the next priorities.
4.Omni-channel customer service consistency, quality, and personalisation are key digital banking success factors, because:
- Respondents consistently ranked them higher than other aspects such as security and compliance.
5.Internal organisation structure, staffing, and infrastructure integration are the key barriers to success, because:
- Respondents consistently ranked them higher than other important influence factors like competition and customer demand.
6.Digital platforms are the most common milestone reached, but there is still work to do, because:
- 60% of respondents said they have a platform in place, but digital platforms also ranked highest as the next urgent priority.
7.Branch modernisation is still a ‘work in progress’ for the majority of banks, because:
- Only around one third of respondents said they had already completed their branch modernisation programme.
8.Italy is an established digital banking leader, the German market is evolving steadily, and the Spanish market is polarized between leaders and laggards, because:
- Italian respondents reported high levels of implementation with the fewest external partnerships, German respondents reflected acautious approach, and Spanish respondents reported the most varied levels of progress.