Pass or fail Are you ready to take the digital maturity exam?

Size: px

Start display at page:

Download "Pass or fail Are you ready to take the digital maturity exam?"

Spencer Foster
5 years ago
Views:

1 BUDAPEST, 20 APRIL 2018 NBH S INNOVATION & STABILITY CONFERENCE Pass or fail Are you ready to take the digital maturity exam?

4 C U R R E N T C U S T O M E R C H A N N E L P E N E T R A T I O N Internet only Traditional mobile 8% 1% Mobile only Digital only 1% 8% 11% 20% DIGITAL 33% Branch only Traditional internet 11% 25% MULTI- CHANNEL TRADITIONAL 55% 13% All channels 22% 4 Copyright 2018 Deloitte Development LLC. All rights reserved. Card only

C U R R E N T C U S T O M E R C H A N N E L P E N E T R A T I O N Internet only Traditional mobile Traditional internet 8% 1% 11% Digital only 11% 25% 20% 8% DIGITAL MULTI- CHANNEL Mobile only 1%

5 C U R R E N T C U S T O M E R C H A N N E L P E N E T R A T I O N Internet only Traditional mobile Traditional internet 8% 1% 11% Digital only 11% 25% 20% 8% DIGITAL MULTI- CHANNEL Mobile only 1% TRADITIONAL 55% 33% Branch only VS. Mobile C U S T O M E R P R E F E R E N C E S 16% 34% Branch All channels 13% 22% Card only Internet 50% 5 Copyright 2018 Deloitte Development LLC. All rights reserved.

7 W I L L I N G N E S S T O S H A R E A C C O U N T I N F O (% of CEE banking customers) (% of Hungarian banking customers) 35% 33% 32% 26% 23% 21% 23% 19% 27% 18% 24% 17% 26% 14% Banking institution other than main bank Utility company Telco Digital-only bank Traditional retailer Online retailer Global technology firm 7 Copyright 2018 Deloitte. All rights reserved.

8 B A N K S S T R AT E G I C R E S P O N S E T O P S D 2 47% 45% 41% 36% 33% 33% 33% 9% New products/servic es based on AISP/PISP Acting as AISP/PISP and offer aggregated financial dashboard Offering online channels to other banks customers Partnering with FinTechs to monetise data and APIs access Offering additional non-payment services through APIs Better scoring models based on AISP solutions Premium API to monetise data Offering TPP services outside your home market(s) 8 Copyright 2018 Deloitte Development LLC. All rights reserved.

10 D I G I TA L M AT U R I T Y O V E R A L L R E S U L T S Digital champions Digital smart followers Digital adopters Digital latecomers PL RU ES CZ FI FR AT BE BG HR DK EE IS IE IL CH TR NO ZA DE HU IT LT LU NL JO KW LB LV QA RO RS SK SE UK SA SI AE RU CH TR PL ES CZ NO ZA FI FR BG AT SK NL SE UK DK IT EE QA RS HR RO DE LT LU BE HU LV IS KW SI AE SA IE IL JO LB 10 Copyright 2018 Deloitte Development LLC. All rights reserved.

Digital Banking Maturity D I G I TA L M AT U R I T Y E X P L A N AT O R Y F A C T O R S High Digital champions

sector Customer pressure expectations regarding level of service which should be available in digital channels

channels as key competitive advantage Low RO IT RS IL ZA HU SI BG HR LV AT BE SK LT UK LU IE FR NL DE CZ EE NO

11 Digital Banking Maturity D I G I TA L M AT U R I T Y E X P L A N AT O R Y F A C T O R S High Digital champions Digital smart followers Digital adopters Digital latecomers ES TR PL RU CH Market pressure on the banking sector Customer pressure expectations regarding level of service which should be available in digital channels Competitor pressure digital arms race ignited by a number of banks which decided to leverage their digital channels as key competitive advantage Low RO IT RS IL ZA HU SI BG HR LV AT BE SK LT UK LU IE FR NL DE CZ EE NO DK IS FI SE 11 Copyright 2018 Deloitte Development LLC. All rights reserved. Low Market pressure on the banking sector High

12 D I G I TA L M AT U R I T Y E X P L A N AT O R Y F A C T O R S Approach Transformation of traditional banking products and services from brick-and-mortar into internet and mobile. 12 Copyright 2018 Deloitte Development LLC. All rights reserved.

13 D I G I TA L M AT U R I T Y E X P L A N AT O R Y F A C T O R S Approach Transformation of traditional banking products and services from brick-and-mortar into internet and mobile. Platform-based business approach where financial services are provided from banks as well as from third parties within an ecosystem. 13 Copyright 2018 Deloitte Development LLC. All rights reserved.

14 D I G I TA L M AT U R I T Y E X P L A N AT O R Y F A C T O R S Approach Transformation of traditional banking products and services from brick-and-mortar into internet and mobile. Platform-based business approach where financial services are provided from banks as well as from third parties within an ecosystem. Platform-based business approach where multiple, financial and nonfinancial services are provided through an Banks can participate by providing niche and tailored financial services that consistently integrate the suite of services. 14 Copyright 2018 Deloitte Development LLC. All rights reserved.

on Digitalization (52%) Digital champions Digital smart followers Digital adopters Digital latecomers Low Low

15 Open and Beyond banking functionalities D I G I TA L M AT U R I T Y E X P L A N AT O R Y F A C T O R S High Focused on Open and Beyond banking (1%) Focused on digital supremacy (10%) Not focused on digital (37%) Focused on Digitalization (52%) Digital champions Digital smart followers Digital adopters Digital latecomers Low Low Digitalization of traditional banking services High 15 Copyright 2018 Deloitte Development LLC. All rights reserved.

D I G I T A L M A T U R I T Y - C U S T O M E R J O U R N E Y S T E P S % of digital functionalities covered according to customer needs Best EMEA bank Average for EMEA Average for HU Best HU bank

17 D I G I T A L M A T U R I T Y - C U S T O M E R J O U R N E Y S T E P S % of digital functionalities covered according to customer needs Best EMEA bank Average for EMEA Average for HU Best HU bank Sparenbanken Vest (NO) 55% 47% 64% 73% Erste Bank (AT) 63% 52% DSK Bank (BG) 52% 57% 75% Tinkoff Bank (RU) 43% 60% Nedbank (ZA) 51% Tinkoff Bank (RU) 61% 16% 13% 27% 36% 33% 27% 22% 30% 10% 0% 0% INFORMATION ACCOUNT GATHERING OPENING 17 Copyright 2018 Deloitte Development LLC. All rights reserved. CUSTOMER ONBOARDING DAY-TO-DAY BANKING EXPAND RELATIONSHIP END RELATIONSHIP

18 K E Y L E S S O N S L E A R N T Opportunity There are 1.3 million branch hostages in Hungary (11 million in CE). Banks are the most trusted players to catch these hostages. 18 Copyright 2018 Deloitte Development LLC. All rights reserved.

19 K E Y L E S S O N S L E A R N T Opportunity Threat There are 1.3 million branch hostages in Hungary (11 million in CE). Banks are the most trusted players to catch these hostages. Hungarian banks are lagging behind in the digital arm s race. Digital champions from abroad have expressed their interest to enter foreign markets in 1-3 years. 19 Copyright 2018 Deloitte Development LLC. All rights reserved.

20 K E Y L E S S O N S L E A R N T Opportunity Threat There are 1.3 million branch hostages in Hungary (11 million in CE). Banks are the most trusted players to catch these hostages. Hungarian banks are lagging behind in the digital arm s race. Digital champions from abroad have expressed their interest to enter foreign markets in 1-3 years. Recommendations Improve the digitalization of traditional products along the customer journey. Build loyalty and trust in day-to-day banking and score your revenues with end-to-end expand-relationship functionalities. It is time to level up in open banking and beyond banking functionalities. Otherwise, you will face fierce competition from foreign agile banks. 20 Copyright 2018 Deloitte Development LLC. All rights reserved.

Part C. Impact on sample design

Part C. Impact on sample design Ing. Marie Hörmannová, CSc. Business Cycle Surveys Department Introduction In December 2006, the European Council adopted the regulation establishing the revised EU statistical