德勤：2020年数字银行成熟度报告-银行如何应对数字革命（英文版）.pdf

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1、How banks are responding to digital (r)evolution? USE THE SAME COLORS FOR 2018 AND 2020 O C T O B E R2 0 2 0 2 | Copyright 2020 Deloitte Central Europe. All rights reserved. K E Y T A K E A W A Y S Digital champions dont only lead their peers in number of digital functionalities along the customer j

2、ourney, those that are incumbents outperform other incumbents in their country on average on both C/I (-4.0 p.p.) and ROE (+1.9 p.p.). 60% of banks have closed or shortened opening hours of branches but many have also implemented new digital features, such as fully digital processes, e.g. account op

3、ening (34%), remote identification & verification (23%) and contactless payments (18%). Digital champions are investing in E2E digital sales processes and have widened their lead on latecomers for key products, e.g. 51% vs 23% for current accounts, 85% vs 34% for credit cards, and 84% vs 30% for cas

4、h loans. 65% of digital champions ranked in the top 10% for analysed UX scenarios. The largest gaps between champions and latecomers are in opening an account 71% vs 23%, buying an insurance product 44% vs 7% and beyond banking service 48% vs 11%. New functionalities typically gain traction faster w

5、ith challenger banks than incumbents, e.g. bill split 27% vs 2%, virtual debit card 26% vs 2%, chatbots with advanced use cases 15% vs 4%, chatbots allowing transactionality 12% vs 2%. Covering 318 banks from 39 countries, DBM analyses digital retail banking in 3 channels, based on an outside-in mys

6、tery shopper assessment of digital functionalities, customer needs research and UX evaluation. 3 | Copyright 2020 Deloitte Central Europe. All rights reserved. 5. A G E N D A 1. 2. 3. 4. Digital Banking Maturity 2020 is the 4thedition of the largest global benchmarking of digital retail banking chan