埃森哲-后数字时代的银行业（英文）-2019.8-30页_2mb

Summary of "The Dawn of Banking in the Post-Digital Era"

Core Content

This document explores the transformation of the banking industry in the post-digital era, emphasizing the role of technology in shaping the future of banking. It outlines five key trends that are driving innovation and redefining how banks operate, interact with customers, and manage risk. The focus is on how banks must evolve to meet the expectations of both customers and employees in an increasingly connected and fast-paced digital landscape.

Main Trends and Key Points

Trend 1: DARQ Power

• Overview: DARQ (Distributed Ledger Technology, Artificial Intelligence, Extended Reality, and Quantum Computing) is reshaping banking through its combined impact.
• Adoption: 90% of banks are experimenting with DARQ technologies, with AI leading in adoption at 43%.
• Impact: AI is expected to provide cost savings of 20–25%, while DLT is being used in critical areas like derivatives transactions.
• Key Decision Points:
  • Determine where DARQ can help enable always-on, instant banking.
  • Develop a mix of buying and building DARQ technologies based on resource availability and security needs.
  • Leverage public cloud for standard components, while keeping orchestration proprietary.

Trend 2: Get to Know Me

• Overview: Banks are using digital identities and data analytics to re-establish customer intimacy.
• Digital Demographics: 85% of banking executives believe digital demographics will help identify unmet customer needs.
• Use Cases: Real-time fraud detection, personalized financial advice, and tailored product recommendations.
• Key Decision Points:
  • Create a "data intelligence" function to manage and verify digital demographic data.
  • Build a 360-degree view of customers to understand their behavior and preferences.
  • Use this insight to design products and services that align with individual needs.

Trend 3: Human+ Worker

• Overview: Employees are becoming more digitally mature, requiring banks to adapt their workforce strategies.
• Employee Skills: 75% of banking executives believe their employees are more digitally mature than their organization.
• Training: 80% of executives think increased employee velocity demands more reskilling.
• Key Decision Points:
  • Close the gap between employees' digital maturity and organizational readiness.
  • Industrialize the transition to digital roles through structured training and self-learning.
  • Make training a continuous, embedded part of daily operations.

Trend 4: Secure and Protect Everyone

• Overview: As banking becomes more interconnected, cyber resilience and trust in ecosystem partners are critical.
• Security Challenges: Only 51% of banking executives consider customer trust in partners extremely important.
• Examples: Joint cybersecurity exercises by global payment processors and Xero's proactive security approach.
• Key Decision Points:
  • Revise security strategies to reflect the risks of an ecosystem-driven model.
  • Ensure ecosystem partners meet security standards and are audited regularly.
  • Shift to an active cybersecurity stance that integrates privacy and fraud prevention.

Trend 5: Always-on Banking

• Overview: Banking is moving towards real-time, on-demand services that capture discrete moments of opportunity.
• Examples: 5G enabling faster transactions, real-time mortgage decisions, and instant account openings.
• Customer Expectations: 87% of banking executives agree customization and real-time delivery will be key to competitive advantage.
• Key Decision Points:
  • Identify and respond to customer moments quickly using feedback and analytics.
  • Update technology strategies to include agile development, AI, and microservices for faster innovation.
  • Focus on time-to-market to gain a first-mover advantage.

Key Information

• Digital Transformation: Banking is moving beyond digital transformation into a post-digital era where technology is increasingly invisible and integrated.
• Technology Adoption: AI is the most adopted DARQ technology, with DLT, XR, and quantum computing following.
• Customer Intimacy: Digital identities and data analytics are enabling more personalized and secure banking experiences.
• Workforce Evolution: Employees are more digitally mature than the organizations they work for, necessitating a shift in how banks support their workforce.
• Cybersecurity: Banks must prioritize security and trust in their ecosystem partners to prevent breaches and maintain customer confidence.
• Real-time Services: The rise of always-on banking is creating new opportunities for real-time engagement and service delivery.

Conclusion

The banking industry is undergoing a profound transformation driven by emerging technologies and changing customer and employee expectations. To thrive in this new era, banks must embrace DARQ, enhance customer intimacy through digital identities, adapt to the evolving workforce, strengthen cybersecurity, and deliver real-time, personalized services. These five trends are not just technological shifts but fundamental changes in how banks operate and compete in the post-digital age.