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Page 1: EMEA digital banking maturity 2018 - Deloitte United States · 2020-02-13 · view of digital maturity. ] ] ^ [ e ` ` ` [ `

EMEA Digital Banking Maturity 2018

� � � � � � � � � � � � � � � � � � � � � � �

� � � � � � � � � � � � � � � � � � � �

Page 2: EMEA digital banking maturity 2018 - Deloitte United States · 2020-02-13 · view of digital maturity. ] ] ^ [ e ` ` ` [ `

� � ! " # $ % & ' ( ) � * + , - . / ! % ( ( . - . 0 . / ! " 1 . 2 ( 3 3 4 5 / / $ % & ' ( 6 $ . 6 . $ 0 . 7 4

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 � � � � �

Page 3: EMEA digital banking maturity 2018 - Deloitte United States · 2020-02-13 · view of digital maturity. ] ] ^ [ e ` ` ` [ `

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?

Page 4: EMEA digital banking maturity 2018 - Deloitte United States · 2020-02-13 · view of digital maturity. ] ] ^ [ e ` ` ` [ `

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

� � � � f � � � � � � � � � � � � � � � f � � � � � � � � � � � � �

� � � � � � � � � � � � f � � � � � � � f � g

� A � � � ? � � � � � � � G � G � � A � D > ? G � � D C � �

J � L � � � @ A G � � � > ? G ? > � � � � L � � � J � A �

� � > � ? � � J � � > J � L � � � � � � � �

DBMaturity scoring

� � � � � � � � � � � � � � f � � � � � � � � � � � �

� � � � � � � � � f � � � � � � � � � � � �

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� f � � � f � � � � � �

Page 5: EMEA digital banking maturity 2018 - Deloitte United States · 2020-02-13 · view of digital maturity. ] ] ^ [ e ` ` ` [ `

� � ! " # $ % & ' ( ) � * + , - . / ! % ( ( . - . 0 . / ! " 1 . 2 ( 3 3 4 5 / / $ % & ' ( 6 $ . 6 . $ 0 . 7 4

28 31 40 396 322 9

We have identified 826 functionalities covering entire digital Customer Journey

� � � � � �   ¡ ¢ £ ¤ ¡ ¥ ¦ §   ¢ ¡ £ ¡ £

  ¨ � © ¥ ¡ ª « �   � ¡ ¬ � ¥ ¬ ¢ � ­ § £ ª

© ¥ ¢ � ¢ £ ® ª � ª ¢ � §   � ª   ¡

� © � � ¢ ¤ ¢ � ® ¥ ¡ « © � § £ ª £ � � ª �

¤ ¥ ¡ ¦ ¬ § ¥ ¢ ¡ « � � ¡ « ¥ � � � ¯

¢ £ � ° « ª ¢ £ ® © « ± ° ¢ � ­ � ± � ¢   � �

§ £ ª � ¡ � ¢ § ° ¦ � ª ¢ § ²

� � � � � � ¦ � £   ¡ ¤ § � � ¡ « £  

¡ © � £ ¢ £ ® � ³ © � ¥ ¢ � £ � � ¯

¢ £ � ° « ª ¢ £ ® § ¬ § ¢ ° § ± ° �

� ¨ § £ £ � ° � § £ ª ¢ ª � £   ¢   ´

¬ � ¥ ¢ ¤ ¢ � §   ¢ ¡ £ ¦ �   ¨ ¡ ª � ²

µ « ¢ ª § £ � � ¡ ¤ � « �   ¡ ¦ � ¥ ¢ £

  ¨ � ¤ ¢ ¥ �   �   � © � ¡ ¤

¡ £ ± ¡ § ¥ ª ¢ £ ® © ¥ ¡ � � � � § £ ª

© ° §   ¤ ¡ ¥ ¦ § � � � � � ¢ ± ¢ ° ¢   ´ ²

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� ¬ � ¥ ´ ª § ´ ± § £ ¶ ¢ £ ®

¤ « £ �   ¢ ¡ £ § ° ¢   ¢ � � ¤ § � ¢ ° ¢   §   ¢ £ ®

¦ § £ § ® ¢ £ ®   ¨ � § � � ¡ « £   § £ ª

¦ § ¶ ¢ £ ®   ¥ § £ � ¤ � ¥ � ²

· ¥ ¡ � � ¸ � � ° ° ¡ ¤   ¨ �

§ ª ª ¢   ¢ ¡ £ § ° © ¥ ¡ ª « �   � § £ ª

� � ¥ ¬ ¢ � � � ¯ � « � ¨ § �

¡ ¬ � ¥ ª ¥ § ¤   � ¯ ° ¡ § £ � ¯ � § ¬ ¢ £ ®

§ � � ¡ « £   � ¯   � ¥ ¦ ª � © ¡ � ¢   � ¯

¢ £ ¬ � �   ¦ � £   ¤ « £ ª � ¯

¢ £ � « ¥ § £ � � § £ ª ¡   ¨ � ¥ � ²

� � � ¡ « £   � ° ¡ � ¢ £ ® © ¥ ¡ � � � �

§ � � � � � ¦ � £   ¢ £ � ° « 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…

Page 6: EMEA digital banking maturity 2018 - Deloitte United States · 2020-02-13 · view of digital maturity. ] ] ^ [ e ` ` ` [ `

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

Page 7: EMEA digital banking maturity 2018 - Deloitte United States · 2020-02-13 · view of digital maturity. ] ] ^ [ e ` ` ` [ `

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

è ç í î ì ï ì ð

æ ê î ì í ì ð

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

æ ç è é ê ë ì í

ü ê ç í ô ì ï

è é ì ý è

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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� � � f � � � � � � � � � � � � � � � � � f � � f � � � f � � f � � � f �

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Page 8: EMEA digital banking maturity 2018 - Deloitte United States · 2020-02-13 · view of digital maturity. ] ] ^ [ e ` ` ` [ `

, � ! " # $ % & ' ( ) � * + , - . / ! % ( ( . - . 0 . / ! " 1 . 2 ( 3 3 4 5 / / $ % & ' ( 6 $ . 6 . $ 0 . 7 4

EMEA is highly diversified from point of view of digital maturity

Page 9: EMEA digital banking maturity 2018 - Deloitte United States · 2020-02-13 · view of digital maturity. ] ] ^ [ e ` ` ` [ `

! � ! " # $ % & ' ( ) � * + , - . / ! % ( ( . - . 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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$ � % & � � & ' #

� � � � � �

� ( � % & ' #

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# � � ' % ) $ $ * & ' #

� +

, �� �

Page 10: EMEA digital banking maturity 2018 - Deloitte United States · 2020-02-13 · view of digital maturity. ] ] ^ [ e ` ` ` [ `

+ * � ! " # $ % & ' ( ) � * + , - . / ! % ( ( . - . 0 . / ! " 1 . 2 ( 3 3 4 5 / / $ % & ' ( 6 $ . 6 . $ 0 . 7 4

Page 11: EMEA digital banking maturity 2018 - Deloitte United States · 2020-02-13 · view of digital maturity. ] ] ^ [ e ` ` ` [ `

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= > ? > @ A B K F E L M N I O O I P Q L K

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Internet banking usage is highly correlated with internet access, but it doesn’t explain digital maturity

S T UV T U

V W U

X W UX T U Y T T U

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Page 12: EMEA digital banking maturity 2018 - Deloitte United States · 2020-02-13 · view of digital maturity. ] ] ^ [ e ` ` ` [ `

+ � � ! " # $ % & ' ( ) � * + , - . / ! % ( ( . - . 0 . / ! " 1 . 2 ( 3 3 4 5 / / $ % & ' ( 6 $ . 6 . $ 0 . 7 4

Market pressure from customers andcompetitors created Digital champions

Page 13: EMEA digital banking maturity 2018 - Deloitte United States · 2020-02-13 · view of digital maturity. ] ] ^ [ e ` ` ` [ `

+ g � ! " # $ % & ' ( ) � * + , - . / ! % ( ( . - . 0 . / ! " 1 . 2 ( 3 3 4 5 / / $ % & ' ( 6 $ . 6 . $ 0 . 7 4

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No maturity without pressure

Market pressureon the banking sector

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Page 14: EMEA digital banking maturity 2018 - Deloitte United States · 2020-02-13 · view of digital maturity. ] ] ^ [ e ` ` ` [ `

+ 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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Page 15: EMEA digital banking maturity 2018 - Deloitte United States · 2020-02-13 · view of digital maturity. ] ] ^ [ e ` ` ` [ `

+ � � ! " # $ % & ' ( ) � * + , - . / ! % ( ( . - . 0 . / ! " 1 . 2 ( 3 3 4 5 / / $ % & ' ( 6 $ . 6 . $ 0 . 7 4

FinTechs challenge incumbents as high entry barriers dropped considerably

Page 16: EMEA digital banking maturity 2018 - Deloitte United States · 2020-02-13 · view of digital maturity. ] ] ^ [ e ` ` ` [ `

+ 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

v w x

y z x

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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

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� � � � � � � � � � � � ' & � ' ( j � % # � " � k � $ &

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Number of offered banking products

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# & $ & � % & ( k � " i � " l � ' ( j � % # � � � � � � � � � � �

� � � � � � � � � � f � � � � $ & � � j # % � & '

" & & ( # �

Page 17: EMEA digital banking maturity 2018 - Deloitte United States · 2020-02-13 · view of digital maturity. ] ] ^ [ e ` ` ` [ `

+ 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

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Page 18: EMEA digital banking maturity 2018 - Deloitte United States · 2020-02-13 · view of digital maturity. ] ] ^ [ e ` ` ` [ `

+ , � ! " # $ % & ' ( ) � * + , - . / ! % ( ( . - . 0 . / ! " 1 . 2 ( 3 3 4 5 / / $ % & ' ( 6 $ . 6 . $ 0 . 7 4

Open and Beyond banking will decide who will be future Digital champion

Page 19: EMEA digital banking maturity 2018 - Deloitte United States · 2020-02-13 · view of digital maturity. ] ] ^ [ e ` ` ` [ `

+ ! � ! " # $ % & ' ( ) � * + , - . / ! % ( ( . - . 0 . / ! " 1 . 2 ( 3 3 4 5 / / $ % & ' ( 6 $ . 6 . $ 0 . 7 4

Vast majority of functionalities are around digitalization of traditional banking products

Digitalization Open Banking Beyond Banking

� $ � % ) ' � � k � # & ( k j # � " & # #

� � � ' � � � � � � f � � j $ % � � $ &

# & ' � � � & # f � � f � � � � � � � �

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& � # � # % & � � � � � � � � f � � � � � f � � � �

� f � � � � � f � � ` � � � � f � � � � � � f � � � � � �

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k � " i � " l � ' ( j � % # � � � � f � � � � �

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k � " i � " l * ' $ ( � " " & * � � � " " & $ # }

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� � ( & � � � � $ � k $ & * � % � � " � "

& � # � # % & � � � � � � � � � f � � � � � f � ©

� f � � � � � � � � � � f � � e � � ` � � �

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Page 20: EMEA digital banking maturity 2018 - Deloitte United States · 2020-02-13 · view of digital maturity. ] ] ^ [ e ` ` ` [ `

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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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Ö × Ø Ù Ú Û Ù Ü Ù Ý × Þ ß à á Ú Ý Ù â á × Þ Ù Ý Ù ã Ø ß à Þ ß Ù Þ Þ Ù á Ü â á Þ ä Ø Ù å æ Þ ã Ø Ý

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ê Ù Ü Ù Ý × Þ â ß ß ã ç Ù á Ü ç ã × Ú ë Ù á Ü æ Þ × Ý ã × à æ ë × Ø ã × Ø å â Ø Ý â ß

è × á é Ù á Ü Ø ã ç ì Ù Ú ã Ø × ç ã × Þ ç ã × Û ä Ý ç × á Ø ß ã ç ç ã Û Ý â Û Ù Ü Ù Ý × Þ

í ß ã î è × á é Ø î ë Ù Ú ë Û Ù ß ß ã ç ã á Ý Ù × Ý ã Ý ë ã å Ø ã Þ ì ã Ø ß ç â å Ý ë ã

å × Ù á Ø Ý ç ã × å è ä ß â Ú à Ø Ù á Ü â á ï æ ã á ð Ö ã ä â á Û è × á é Ù á Ü

ñ ã × Û ã ç Ø Ý ç ä Ù á Ü Ý â ß à Ý à ç ã ò æ ç â â ß Ý ë ã Ù ç Ø Ý ç â á Ü æ â Ø Ù Ý Ù â á Ù á

ê Ù Ü Ù Ý × Þ Ù ó × Ý Ù â á è ä ã ô æ × á Ø Ù â á Ý â ï æ ã á ð Ö ã ä â á Û è × á é Ù á Ü

Page 21: EMEA digital banking maturity 2018 - Deloitte United States · 2020-02-13 · view of digital maturity. ] ] ^ [ e ` ` ` [ `

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Incumbents and FinTechs will have to answer two key questions

What role do banks want to

play beyond their traditional

value chain/core business?

What role do banks want to

play in the emerging

ecosystems?

Page 22: EMEA digital banking maturity 2018 - Deloitte United States · 2020-02-13 · view of digital maturity. ] ] ^ [ e ` ` ` [ `

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Available strategic options depend on current position and aspirations to become platform [1/3]

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Page 23: EMEA digital banking maturity 2018 - Deloitte United States · 2020-02-13 · view of digital maturity. ] ] ^ [ e ` ` ` [ `

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Page 24: EMEA digital banking maturity 2018 - Deloitte United States · 2020-02-13 · view of digital maturity. ] ] ^ [ e ` ` ` [ `

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Executive summary

EMEA is highly diversified from point of

view of digital maturity.

� � � � � � � � � � � � � � � � � � f � f � � � � � � � � � � s � � � � � � � � � � � � � �

� f � � � � � � � � f � � � � � � � f � � � � � � � � � f � � ] � � � f � � � � � � � � �

� � � � � f � � � � � � � � � � � � � � f f � � � � � � � � � � � � � f � � � � � � � � � � � � � �

� � � � � � � � � � � � � � � � � � � � � f � � � �

Market pressure from customers and

competitors created digital champions.

] � � � � � � f � � � � � � � f � � ^ � � [ � � e � � ` � � � � � � � � � � � f � � � f � � �

� f � � � � f � � � � � � � � � � � f � � � � � � � � � � f � � � � � � � � � � � � � � � �

� � � � � � � �

FinTechs challenge incumbents as high

entry barriers dropped considerably.

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Open and Beyond banking will decide who

will be future Digital champion.

b � � � � f � � � � � � � � � � � � � � � � � � � � � � � � � � � � � f � f � � � �

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d � � � � � � � � � � � �

Deloitte Digital Banking Maturity objectively

distinguishes Digital champions from

laggards.

` � � � � � � � � � � � � � � � � � � � � � � � � � � f � � � � � � � �

� � � � � f � � � � � � � � � � � � � � � � � � � � � � � � � � � � f � f � � � f � � � � � � �

[ c S � � � � � � � � � � � � � � � � � � � � f � � S � r � � f � � � � �

Incumbents and FinTechs need to be ready

for connected economy and connected

customer.

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e � � ` � � � � � � � � � � � � � � � � f � � f f � � � � � � � � � � � � � � � � f � � � � � � �

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Page 26: EMEA digital banking maturity 2018 - Deloitte United States · 2020-02-13 · view of digital maturity. ] ] ^ [ e ` ` ` [ `

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A new modelfor a new age

� d � t � � � � - e � ¬ - f - � � � t g h � i � � � h t j

k l m n l o p q r s t t u v n l w u t x y o z w p t

{ m o n l w v o

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{ ~ n t p o

s t z w p ~ l z � m u � y n l n

� p w � o r � n z l r � � � w l w u � z

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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Page 31: EMEA digital banking maturity 2018 - Deloitte United States · 2020-02-13 · view of digital maturity. ] ] ^ [ e ` ` ` [ `

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Thank you !