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EMEA Digital Banking Maturity 2018
� � � � � � � � � � � � � � � � � � � � � � �
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8 9 : : 8 9 : ;
< = > ? � > � @ @ A ? ? > � @ > � B � � > C � ? D E D � � � � � F
� � � � A � ? > � � ? � G � B � � > H I J � � � > G �
K A ? � � > � J � L G
M N O P Q R S T R U N V W W R X Y X U Z [ V [ N Y W \ R ] X [ V [ N ^ X Y Y O X U P R _ N P W [ N ^ W \ R ` a ] V b b R [ W c O P N _ R X Y ] X Y d [
Digital banking has become mainstream
1 55e � � � f f � � � � e � � � f f � � � � �
g � ! " # $ % & ' ( ) � * + , - . / ! % ( ( . - . 0 . / ! " 1 . 2 ( 3 3 4 5 / / $ % & ' ( 6 $ . 6 . $ 0 . 7 4
Digital champions offera wide range of functionalities
relevant for customers and a compelling User Experience
What defines Digital champions?
h � ! " # $ % & ' ( ) � * + , - . / ! % ( ( . - . 0 . / ! " 1 . 2 ( 3 3 4 5 / / $ % & ' ( 6 $ . 6 . $ 0 . 7 4
To determine who is a true Digital champion, we assessed digital channels from customers’ POV
Functionality
score
UX score
…a wide range of functionalities…
i j k O [ W N l R P P R [ R X P Q \ m k n o p q Q N r R P R s t ` u v P R [ _ N Y s R Y W [ ^ P N l ` t N O W N ^ w t ] R Y Q \ l X P d R s l X P d R W [ j
` j x j M Q \ P R _ _ y n j z V Y s R P d [ y { j | \ N l X [ Q \ R } [ d V y } } } j O R ~ � N Y U V Y R j N P b y O [ R s O _ N Y X _ R P l V [ [ V N Y N ^ W \ R X O W \ N P [ j
w j k O [ W N l R P [ } \ N s R Q U X P R s W \ R R � X l V Y R s ] X Y d V [ W \ R V P l X V Y P R U X W V N Y ] X Y d j
…relevant for customers…
� $ 7 � � � � � � � � � � f � � f � � � f � � � � � � � � �
� � � � � f � � � � � f � � � f � � � � � � � � � � � � � � �
� � � � � � � � � � � � � � � � � � � � � � � � � f � � � � � � � f �
� � f � � � � � f � � � � f f � � � � � � � � � �
� � � � � � f f � � � f � � + � � � � � � � � �
� � � � � � � � � � � � � � � � � � � � f � � � � � � � � �
� � � � � � � � � � � � f � � � f f � � � � � � � � � � f � � � �
� � � � f � � � � � � � � � � � � f � � � � � � � � � �
…with a compelling UX
� � � � � � � � � � � � � � � � � � � � � � f � � � � � � � f
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� A � � � ? � � � � � � � G � G � � A � D > ? G � � D C � �
J � L � � � @ A G � � � > ? G ? > � � � � L � � � J � A �
� � > � ? � � J � � > J � L � � � � � � � �
DBMaturity scoring
� � � � � � � � � � � � � � f � � � � � � � � � � � �
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28 31 40 396 322 9
We have identified 826 functionalities covering entire digital Customer Journey
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¤ ¥ ¡ ¦ ¬ § ¥ ¢ ¡ « � � ¡ « ¥ � � � ¯
¢ £ � ° « ª ¢ £ ® © « ± ° ¢ � � ± � ¢ � �
§ £ ª � ¡ � ¢ § ° ¦ � ª ¢ § ²
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¡ © � £ ¢ £ ® � ³ © � ¥ ¢ � £ � � ¯
¢ £ � ° « ª ¢ £ ® § ¬ § ¢ ° § ± ° �
� ¨ § £ £ � ° � § £ ª ¢ ª � £ ¢ ´
¬ � ¥ ¢ ¤ ¢ � § ¢ ¡ £ ¦ � ¨ ¡ ª � ²
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¢ £ ¬ � � ¦ � £ ¤ « £ ª � ¯
¢ £ � « ¥ § £ � � § £ ª ¡ ¨ � ¥ � ²
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§ � � � � � ¦ � £ ¢ £ � ° « ª ¢ £ ®
§ ¬ § ¢ ° § ± ° � � ¨ § £ £ � ° � ¯
¥ � � £ ¢ ¡ £ ¡ ¤ ¤ � ¥ � § £ ª
¡ ¨ � ¥ � ²
Information gathering
Account opening
Customer onboarding
Day-to-day banking
Expand relationship
End relationship
826
¹ º » ¼ ½ ¾ ¿ » À Á ¾ ½ ¾ Â Ã
…a wide range of functionalities…
Ä � ! " # $ % & ' ( ) � * + , - . / ! % ( ( . - . 0 . / ! " 1 . 2 ( 3 3 4 5 / / $ % & ' ( 6 $ . 6 . $ 0 . 7 4
26activities
Å Æ Ç È É Ê Ë Ì Í È Æ
Î Ë Ì Ï Ð É Í Æ Î
Ñ Ò Ò È Ó Æ Ì
È Ô Ð Æ Í Æ Î
Õ Ó Ö Ì È Ê Ð É
È Æ × È Ë É Ø Í Æ Î
Ù Ë Ú Û Ì È Û Ø Ë Ú
× Ë Æ Ü Í Æ Î
Ý Þ Ô Ë Æ Ø
É Ð ß Ë Ì Í È Æ Ö Ï Í Ô
Ý Æ ØÉ Ð ß Ë Ì Í È Æ Ö Ï Í Ô
à É Ë Æ Ò Ï à Ë Æ Ü Í Æ Î á Í Ë
Ö Ê Ë É Ì Ô Ï È Æ Ð
à Ë Æ Ü Í Æ Î á Í Ë
â Õ ã ß Ë Ô Ì È Ô
How often are you performing following banking activities?
Which of the channels
is/would be your preferred choice for each of the following banking activities?
3 channels
1
2
Researchä of more than 8 000 EMEA banking clients provided us insights on customer preferences regarding 26 activities mapped across Customer Journey and 3 banking channels. Such approach enabled us to not only define importance of Internet (54%) vs. mobile (46%) channel on EMEA level, but also prepare country-specific weights.
i j k O [ W N l R P P R [ R X P Q \ m k n o p q Q N r R P R s t ` u v P R [ _ N Y s R Y W [ ^ P N l ` t N O W N ^ w t ] R Y Q \ l X P d R s l X P d R W [ j
We weight functionalities based on customer research
å � ! " # $ % & ' ( ) � * + , - . / ! % ( ( . - . 0 . / ! " 1 . 2 ( 3 3 4 5 / / $ % & ' ( 6 $ . 6 . $ 0 . 7 4
+8k
826
38
3
6
238
10
136
æ ç è é ê ë ì í è
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ë ñ í ò ì é è
ó ç ô õ é ö ê ô ñ ÷ ö é ö ì è
ø ì ô õ ù ë ñ í ò ì ð
ú ö û ö é ñ ÷
õ ù ñ ô ô ì ÷ è
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ü ê ç í ô ì ï
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þ ï è é ì í ï
è ù ê ý ý ì í
í ì è ì ñ í õ ù ì í è
ÿ è è ì è è ì ð
ó ö ô � ì õ ù è
ÿ è è ì è è ì ð
ø ñ ô ò è
Size matters.
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, � ! " # $ % & ' ( ) � * + , - . / ! % ( ( . - . 0 . / ! " 1 . 2 ( 3 3 4 5 / / $ % & ' ( 6 $ . 6 . $ 0 . 7 4
EMEA is highly diversified from point of view of digital maturity
! � ! " # $ % & ' ( ) � * + , - . / ! % ( ( . - . 0 . / ! " 1 . 2 ( 3 3 4 5 / / $ % & ' ( 6 $ . 6 . $ 0 . 7 4
Benchmarked markets can be divided in 4 groups in terms of digital banking maturity
2 N W R S
| N X Q \ V R r R Q N l _ X P X ] U R s X W X y Q N O Y W P Z X r R P X b R [ X P R ] X [ R s N Y W \ R P R [ O U W [ N ^ W \ R W N _ 3 ] V b b R [ W ] X Y d [ V Y b V r R Y l X P d R W V Y W R P l [ N ^ X [ [ R W [ j
k N O Y W P V R [ } V W \ V Y W \ R v Q X W R b N P V R [ X P R V Y X U _ \ X ] R W V Q X U N P s R P 4 W \ R _ N [ V W V N Y N ^ W \ R ^ U X b } V W \ V Y W \ R b P N O _ s N R [ Y N W V l _ U Z W \ R [ Q N P R X b X V Y [ W N W \ R P Q N O Y W P V R [ ^ P N l W \ R [ X l R b P N O _ j
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+ + � ! " # $ % & ' ( ) � * + , - . / ! % ( ( . - . 0 . / ! " 1 . 2 ( 3 3 4 5 / / $ % & ' ( 6 $ . 6 . $ 0 . 7 4
- " % & ' " & % � � � & # #
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= > ? > @ A B O E M Q C I F Q L K
Internet banking usage is highly correlated with internet access, but it doesn’t explain digital maturity
S T UV T U
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+ � � ! " # $ % & ' ( ) � * + , - . / ! % ( ( . - . 0 . / ! " 1 . 2 ( 3 3 4 5 / / $ % & ' ( 6 $ . 6 . $ 0 . 7 4
Market pressure from customers andcompetitors created Digital champions
+ g � ! " # $ % & ' ( ) � * + , - . / ! % ( ( . - . 0 . / ! " 1 . 2 ( 3 3 4 5 / / $ % & ' ( 6 $ . 6 . $ 0 . 7 4
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m9:
907
no
7/
89/
:p
70;
590q
No maturity without pressure
Market pressureon the banking sector
� � � � � � � � � f � � � � � � f � � � � � � � � � f � � �
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r � � f � � � s
• t j # % � & ' � ' & # # j ' & u � � � � � � � � � � �
f � � f � � � � � � � � � � � � � f � � � � � � � � � � � � � � � � �
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+ h � ! " # $ % & ' ( ) � * + , - . / ! % ( ( . - . 0 . / ! " 1 . 2 ( 3 3 4 5 / / $ % & ' ( 6 $ . 6 . $ 0 . 7 4
FinTechs as challengers of status quo
d � � � � � � � � � � f � � � � � � � � � � � � � � � � � � �
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Foreign Digital champions as attackers
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A
B
PSD2 and FinTechs will increase market pressure
� � � �
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907
no
7/
89/
:p
70;
590q
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B
A A
h � ' i & % � ' & # # j ' &
" % � & k � " i � " l # & � % '
+ � � ! " # $ % & ' ( ) � * + , - . / ! % ( ( . - . 0 . / ! " 1 . 2 ( 3 3 4 5 / / $ % & ' ( 6 $ . 6 . $ 0 . 7 4
FinTechs challenge incumbents as high entry barriers dropped considerably
+ Ä � ! " # $ % & ' ( ) � * + , - . / ! % ( ( . - . 0 . / ! " 1 . 2 ( 3 3 4 5 / / $ % & ' ( 6 $ . 6 . $ 0 . 7 4
FinTechs Digital maturity is being curbed by limited offer of banking services
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Total
i j � O Y Q W V N Y X U V W V R [ P R U X W R s W N Q O P P R Y W X Q Q N O Y W X Y s s R ] V W Q X P s j
] � � � � � � � � % % � $ # � ' & � � � � � f � �
� � " � & � � # � ' & k & " � � � � ' i & ( $ * & ' % � � "
� " � j � k & " % # �
Core products1 in mobile channel
� � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � f � � �
� � � � � � � � � � � � ' & � ' ( j � % # � " � k � $ &
� � � " " & $ � � � � f � � � " � & � � # # � � " & }
Number of offered banking products
� � � � f � � � � � e � � ` � � � � � � � � � � � � � f " $ �
# & $ & � % & ( k � " i � " l � ' ( j � % # � � � � � � � � � � �
� � � � � � � � � � f � � � � $ & � � j # % � & '
" & & ( # �
+ å � ! " # $ % & ' ( ) � * + , - . / ! % ( ( . - . 0 . / ! " 1 . 2 ( 3 3 4 5 / / $ % & ' ( 6 $ . 6 . $ 0 . 7 4
Cooperation with partners enables FinTechs to expand product portfolio with speed not seen before
� � � � " l
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a � � � � �
- " % & ' " � % � " � $
% ' � " # ) & ' #
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N26
Revolut
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Digitalization Open Banking Beyond Banking
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Yet digital champions already achieved strong position not only in Digitalization, but also Open and Beyond banking
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What role do banks want to
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What role do banks want to
play in the emerging
ecosystems?
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Executive summary
EMEA is highly diversified from point of
view of digital maturity.
� � � � � � � � � � � � � � � � � � f � f � � � � � � � � � � s � � � � � � � � � � � � � �
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Market pressure from customers and
competitors created digital champions.
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FinTechs challenge incumbents as high
entry barriers dropped considerably.
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� � � � � � � � f � � � � � � � f � � � � � � � � � � � � � � � � � � � � � � � � � � f � �
Open and Beyond banking will decide who
will be future Digital champion.
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Deloitte Digital Banking Maturity objectively
distinguishes Digital champions from
laggards.
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Incumbents and FinTechs need to be ready
for connected economy and connected
customer.
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A new modelfor a new age
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A creative digitalconsultancy combines:
Regardless of your starting point, you can come to one place to have your ambitions brought to life.
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Thank you !