Digital transformation was already in progress when 2020 faced unforeseen challenges in the financial industry. Banks and the entire financial services adopted digitalization to survive during this unprecedented time. Although digital transformation in banking was in progress, it was easy for banks to shift their processes to digital operations during that period.
Digitalization in banking
has immense benefits and presents opportunities for banks worldwide. According to a global survey conducted by Fujitsu, financial companies are the most advanced in digitalization. Currently, 83% of banks are working towards digital transformation. At the same time, 30% of banks have already achieved business outcomes after digitalization.
Therefore, looking at the current scenario, the banking industry is racing to become digitally equipped for multiple purposes. These purposes include revenue generation, future sustainability, competitiveness, and many more. According to a report by Deloitte in 2019, banks planned to invest US $9.7 billion globally to improve their digital banking capabilities.
Digital Engagement is Key to:
Banks worldwide realize how investments in digital technologies can benefit customer acquisition and satisfaction. For example, Bank of America currently receives more deposits from its customers over mobile platforms than over the counter deposits at their branches.
Investing in digital banking capabilities has assisted in improving customer satisfaction.”
Brian Moynihan, the CEO of Bank of America.
Therefore, let’s find out how digital transformation in banking will enhance digital engagement in two ways.
Optimizing Efficient Working Experience
Digital transformation in banking has improved productivity and efficiency, which are the topmost goals for banks after an intense economic fallout. Moreover, competitive pressure has triggered the need for digital transformation in banking worldwide. As a result, banking operations now look more efficient, reliable, and manageable than in the past. In addition, new ways of collaboration have helped employees transform how they used to function in banks. From handling customers to dealing with businesses, providing services, and offering products, digitalization has leveraged every level of functionality in banks across the globe.
Efficiency and organizational leverage are key concerns for banks right now.”
Peter Hazou, Director of Business Development for Financial Services at Microsoft
Optimizing Efficient Customer Experience
Digital banking among customers isn’t a new phenomenon, but it has changed the perspective of digitalization in banking. It certainly has witnessed a rise in consumers’ use of mobile apps
rather than websites for transactions. And because of this, banks are rushing to better implementation of technologies including cybersecurity, cloud, automation, and more. These technologies will enhance their services and usability among consumers.
According to the Deloitte Center for Financial Services Global Outlook Survey 2020, 71% of bank leaders worldwide have increased their budget for cybersecurity. In addition, they have even implemented 67% of cloud computing, storage, and data privacy capabilities
to expand their customer base and the integrity of bank services. Banks, on the other hand, banks have spent $540 million on cybersecurity worldwide to minimize the chances of data breach.
Apart from this, during the ongoing health concerns of COVID-19, banks have contributed the most towards contactless payments
since Q4 of 2020. During this unprecedented phase, Americans were skeptical about their financial situation. Most Americans do not believe in saving more, so they usually keep shifting between multiple banks, which is an expected trend post-pandemic. Despite this, four in five consumers prefer to manage their finances digitally rather than manually. According to Chase’s Digital Banking Attitudes Study, Americans (20-64 years of age) have considerably adjusted to the rising digital banking transformation. To support this fact, here are some interesting facts:
Majority of the customers feel they save time by managing their finances digitally
Nearly 70% of customers feel confident about the safety and security of making payments through digital banking
Mobile wallets and payment apps have also seen a significant increase in users and engagement since the beginning of the pandemic
Banks will now be more competitive for digital dominance in the future because more people are using digital platforms now.
10 Statistics on Opportunities in Digital Banking
Banking-as-a-Service Market forecasts that over 70% of the global population will shift to digital banking by 2026
The usage of mobile devices has increased by 75% by consumers for their day-to-day financial activities
According to the Global Digital Transformation Survey Report 2021, 78% of bank executives are satisfied with the response toward digital banking transformation in the banking sector
According to the Global Digital Transformation Survey Report 2021 by Fujitsu, an improvement of 60% has been recorded in customer experience and services
Since 2020, 40% more competitive banking services have been introduced
Employee satisfaction in banks increased by 15% from 2020 to 2021 due to the digitalized workforce in banks worldwide
According to Deloitte’s analysis, 14,000 global respondents confirmed a positive approach towards digital usage in banks
78% of customers globally are now comfortable with their mobile banking services
Digital innovation in banking has resulted in 67% of additional feature provisions such as tax preparation, budgeting, tax filing, and more
Globally, 35% of better-integrated banking applications development takes place in the banking system
Statistics Say: The Rate of Digital Adoption is Encouraging
According to the stats, consumers worldwide are prepared for a higher level of digital engagement with their banks. Many consumers use their digital banking services frequently, which is a positive development. This shows online banking is not far behind. Opportunities are filling the gap in technology usage in the banking industry
before and post-pandemic. A survey conducted by Deloitte in 2022 revealed that 72% of consumers are using mobile applications to access their bank’s services, and 85% of consumers are using online banking services.
Digital and technological recourses and tools are now a more significant focal point for financial institutions and banks.
We have a different segment of our customers who digitally bank with Chase. When consumers choose to bank with us, they do so because we give them options to a bank where and how they want with the help of our tech-proof and digitally enhanced services.”
Allison Beer, head of digital for Chase.
Citi sets a perfect example with its success story when it comes to digital transformation in banking. Let’s read how it enhanced its all-inclusive banking and financial services.
Citi Bank: A Case Study of Successful Digital Banking
Citi Bank needed a CRM platform to facilitate customer service processes
The legacy system was one reason why the bank was lagging in providing unified customer services
Citi Bank faced challenges in managing the rise in customer inquiries across its channels
Implemented automation to streamline workflow and business processes
The online portal helped the bank in creating a unified multichannel customer services
Digital platforms such as chats and emails helped to build multiple channels for customers to interact personally for the bank services
Faster lead tracking enables Citi Bank to control customer data in one place
Customer inquiries are captured through various channels with single platform tracking solutions
Citi Bank presently handles about 5000 – 6000 customers digitally for multiple banking services
In a nutshell, bolstering digitalization in banking and technology in the banking industry
are expanding the need for certain activities worldwide. Integrating digital and technological environments will foster more businesses and customer experiences. This is of paramount significance to the customer experience.
A survey conducted by Deloitte states that currently consumers show the possibility of using more and more digital channels (both online and mobile). This is possible if banks increase security, provide more real-time resolutions, and digitally allow for more reliable and consistent banking transactions.
Frequently Asked Question
What are the main areas of digitalization in banks?
There are four main areas of digitalization in banks: Domain transformation, customer services, process transformation, and personalization.
Why is digital transformation necessary in the banking system?
The necessity of digital transformation in banks indicates operational efficiency by automating services like transactions, deposits, investments, etc. The regular banking functions should be seamless, where digital efficiency comes into play.
How can digitalization be successful in the banking industry?
Digitalization in the banking industry can be successful in the following important ways: