Den digitala mognaden ökar i banksektorn – idag erbjuder 70 procent av världens banker möjligheten att öppna konton på distans, jämfört med 55 procent 2020. Svenska banker har gjort stora framsteg de senaste åren men ligger fortfarande efter de som anses vara digitala champions på global nivå, visar en undersökning från Deloitte.
Digital Banking Maturity 2022: Closing the Gap to Fully Digital User Experience in Banking är den femte upplagan av världens största benchmarking av digitala bankkanaler för privatkunder. Studien omfattar 301 banker i 41 länder och undersöker vad ledande banker gör för att ligga i framkant när det kommer till digitalisering av sina tjänster.
– Det är första gången vi gör undersökningen sedan pandemin bröt ut och som väntat har de flesta banker gjort stora framsteg i sin digitaliseringsresa sedan dess. Svenska banker ligger bra till i den globala jämförelsen, men tyvärr ser vi inga svenska representanter bland de som räknas som digitala champions, säger Andreas Björkgren, Country Manager Digital Banking Maturity på Deloitte.
I studien identifieras digitala champions som banker som erbjuder ett brett utbud av relevanta och användarvänliga digitala tjänster. Denna kategori – som utgörs av 10 procent av de undersökta bankerna – sätter digitala trender och banar vägen för andra när det kommer till digitalisering och tjänsteutbud.
Digitaliseringen går framåt inom alla områden
Studien utvärderar banker inom tre områden för att jämföra digital mognad och identifiera bästa praxis: analys av bankernas digitala funktioner, undersökning av kundernas behov och analys av användarupplevelsen (UX).
Årets resultat visar att digitaliseringen har ökat i varje steg av kundresan sedan förra undersökningen, som genomfördes 2020. Kort-, konto- och produkthantering samt kontoöppning är områdena som sett den största ökningen av digitaliseringsnivån sedan dess.
– Vi delar in bankerna i fyra grupper beroende på nivån av digitalisering. Flera svenska banker rör sig från kategorin ”digital adopters” i förra undersökningen till ”smart followers” i år. I takt med att kundernas förväntningar på digitala banktjänster ökar hoppas vi se en större andel banker inom kategorin digitala champions de kommande åren, säger Andreas Björkgren.
Differentierande och holistisk UX utmärker digitala champions
Digitala champions utmärker sig framförallt när det kommer till användarupplevelsen av digitala bankkanaler. Enligt rapporten ger nya funktioner mest värde när de läggs till enligt en väldefinierad strategi med fokus på UX.
– När vi utvärderar bankerna följer vi användaren genom hela resan från att skapa ett konto till att sköta vardagsärenden och tillslut stänga kontot. Varje steg i processen ska vara smidigt och lättillgängligt, gärna på flera enheter. Men framförallt utmärker sig digitala champions i att de skapar en holistisk kundupplevelse kring finansiell hälsa som skapar mervärde för kunden, säger Andreas Björkgren.
Analysen visar att digitala champions bland annat sätter stort fokus på att utveckla tjänster kring personliga mål och guidning, incitament och lojalitet samt stöd vid större livshändelser, vilket hjälper till att stärka och utöka relationen med kunden.
– Digitala champions satsar på tjänster och funktioner som höjer känslomässiga triggers. De försöker till exempel ofta bygga en djupare känslomässig kontakt med kunden vid kritiska stadier i livet genom att erbjuda vägledning och stöd på ett effektivt sätt. Det finns stora möjligheter för andra banker att lära sig av digitala champions när det kommer till att skapa mervärde för kunden genom ny teknologi och digitalisering, säger Ajla Talovic, Head of Strategy & Innovation på Deloitte.
About Deloitte
“Deloitte,” “us,” “we” and “our” refer to one or more of Deloitte Touche Tohmatsu Limited (“DTTL”), its global network of member firms, and their related entities (collectively, the “Deloitte organization”). DTTL (also referred to as “Deloitte Global”) and each of its member firms and related entities are legally separate and independent entities, which cannot obligate or bind each other in respect of third parties. DTTL and each DTTL member firm and related entity is liable only for its own acts and omissions, and not those of each other. DTTL does not provide services to clients. Please see www.deloitte.com/about to learn more.
Deloitte provides industry-leading audit and assurance, tax and legal, consulting, financial advisory, and risk advisory services to nearly 90% of the Fortune Global 500® and thousands of private companies. Our professionals deliver measurable and lasting results that help reinforce public trust in capital markets, enable clients to transform and thrive, and lead the way toward a stronger economy, a more equitable society and a sustainable world. Building on its 175-plus year history, Deloitte spans more than 150 countries and territories. Learn how Deloitte’s approximately 415,000 people worldwide make an impact that matters at www.deloitte.com.
About Deloitte Legal
Deloitte Legal means the legal practices of DTTL member firms, their affiliates or their related entities that provide legal services. The exact nature of these relationships and provision of legal services differs by jurisdiction, to allow compliance with local laws and professional regulations. For legal, regulatory and other reasons, not all member firms, their affiliates or their related entities provide legal services or are associated with Deloitte Legal practices.
About University of California Health
University of California Health is one of the nation’s largest academic health systems. It is comprised of six academic health centers, six medical schools, and 13 health professional schools. Each year, it provides care to more than 375,000 people through its emergency departments, admits more than 172,000 people for inpatient care and provides more than 7.6 million outpatient visits.
About the IOC
The International Olympic Committee is a not-for-profit, civil, non-governmental, international organization made up of volunteers which is committed to building a better world through sport. It redistributes more than 90 per cent of its income to the wider sporting movement, which means that every day the equivalent of USD 3.4 million goes to help athletes and sports organizations at all levels around the world.
About IDC
International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications and consumer technology markets. IDC helps IT professionals, business executives, and the investment community make factbased decisions on technology purchases and business strategy. More than 1,100 IDC analysts provide global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries worldwide. For 50 years, IDC has provided strategic insights to help our clients achieve their key business objectives. IDC is a subsidiary of IDG, the world's leading technology
media, research, and events company.
MuleSoft is a registered trademark of MuleSoft, Inc., a Salesforce company. All other marks are those of respective owners.
About Deloitte Asia Pacific
Deloitte Asia Pacific Limited is a company limited by guarantee and a member firm of DTTL. Members of Deloitte Asia Pacific Limited and their related entities, each of which are separate and independent legal entities, provide services from more than 100 cities across the region, including Auckland, Bangkok, Beijing, Hanoi, Hong Kong, Jakarta, Kuala Lumpur, Manila, Melbourne, Osaka, Seoul, Shanghai, Singapore, Sydney, Taipei and Tokyo.
This communication contains general information only, and none of Deloitte Touche Tohmatsu Limited (“DTTL”), its global network of member firms or their related entities (collectively, the “Deloitte organization”) is, by means of this communication, rendering professional advice or services. Before making any decision or taking any action that may affect your finances or your business, you should consult a qualified professional adviser.
No representations, warranties or undertakings (express or implied) are given as to the accuracy or completeness of the information in this communication, and none of DTTL, its member firms, related entities, employees or agents shall be liable or responsible for any loss or damage whatsoever arising directly or indirectly in connection with any person relying on this communication. DTTL and each of its member firms, and their related entities, are legally separate and independent entities.
Gartner Disclaimer
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Gartner, Magic Quadrant for SAP S/4HANA Application Services, Worldwide, 27 June 2022, Jaideep Thyagarajan, Fabio Di Capua, Peter Adamo, Luis Pinto, Allan Wilkins
Gartner, Critical Capabilities for SAP S/4HANA Application Services, Worldwide, Worldwide, 27 June 2022, Peter Adamo, Fabio Di Capua, Luis Pinto, Jaideep Thyagarajan, Allan Wilkins
GARTNER and Magic Quadrant are registered trademarks and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.
About Deloitte’s Health & Human Services practice
Deloitte brings innovative yet practical solutions to navigate the vastly complex human services market. We seek to protect and provide better outcomes for communities through programs that assist with social welfare, unemployment, and family care as well as physical and mental health. To learn more about our services, visit the Future of Human Services page on Deloitte.com where you can read our latest report, Transforming social care: Moving beyond “better, faster, cheaper”.
Presskontakt:
Maria Kristiansson
Manager | Growth
+46 70 080 35 36
mkristiansson@deloitte.se