2023-01-24-Capgemini-2023年零售银行业的主要趋势（英）_50页_2mb

2023 Retail Banking Trends Summary

Core Content Overview

The 2023 Retail Banking Trends report outlines key strategic shifts in the global banking sector, emphasizing the need for innovation, resilience, and customer-centricity amid macroeconomic challenges. The report identifies ten major trends that are shaping the future of retail banking, with a focus on digital transformation, sustainability, and enhanced customer experiences.

Main Trends and Key Points

Trend 1: Smart branches feature experiential banking and convenience to spark customer connection

• Context: Branches are evolving into phygital experience centers, combining physical and digital elements to enhance customer engagement.
• Catalysts:
  • Banks are under pressure to reduce costs and improve efficiency.
  • Customer demand for more than just transactional services is rising.
• Impact:
  • Smart branches can improve service-to-sales conversion.
  • They serve as advisory centers for personalized interaction.
  • Examples include Capital One, BBVA, and Bank of America launching smart branch formats.

Trend 2: Incumbents scout for mature FinTechs to complement capabilities and boost profitability

• Context:
  • FinTech valuations have declined, making them more attractive for acquisition.
  • Banks are seeking to fill business model gaps through strategic M&A.
• Catalysts:
  • Banks are investing in multi-year digital transformation.
  • FinTechs with niche market positions and healthy customer bases are prime acquisition targets.
• Impact:
  • Acquisitions help banks expand product offerings and gain market share.
  • Programmatic M&A is becoming a strategic tool for banks to accelerate growth and innovation.

Trend 3: More banks commit to driving circular economy sustainability

• Context:
  • Banks are taking a proactive role in promoting sustainable finance.
  • The shift from a linear to a circular economy is a global priority.
• Catalysts:
  • Pressure from customers, shareholders, and regulators drives green initiatives.
  • Banks are integrating circular economy practices into risk assessment and lending strategies.
• Impact:
  • Green financial products (e.g., green mortgages, eco-friendly vehicle loans) are gaining traction.
  • Banks are reducing carbon footprints through green IT initiatives and sustainable digital finance.
  • Partnerships with green FinTechs are helping banks build eco-friendly portfolios.

Trend 4: Banks step up and own customer experience with embedded finance

• Context:
  • Embedded finance allows banks to integrate financial services into non-financial platforms.
  • This trend empowers banks to own customer experience and expand their reach.
• Catalysts:
  • CMOs are increasingly seen as chief customer strategists.
  • Advanced data analytics enable personalized and actionable insights.
• Impact:
  • Embedded finance enhances customer engagement and revenue streams.
  • It supports cross-selling and upselling opportunities.

Trend 5: Financial wellness advice can help customers navigate cost-of-living challenges

• Context:
  • Inflation and rising living costs are driving the need for financial wellness support.
  • Banks are positioning themselves as financial advisors.
• Catalysts:
  • Customer demand for personalized financial guidance is increasing.
  • Smart branches are becoming hubs for financial education and wellness.
• Impact:
  • Financial wellness programs can boost customer loyalty.
  • They help banks differentiate in a competitive market.

Trend 6: CMOs leverage actionable data insights to guide customer centricity

• Context:
  • Chief Marketing Officers are evolving into chief customer strategists.
  • Data analytics is central to customer experience (CX) optimization.
• Catalysts:
  • Banks are using predictive analytics and customer behavior insights.
  • The goal is to improve engagement and personalization.
• Impact:
  • Data-driven strategies help banks target the right customers.
  • It enables faster decision-making and more effective marketing campaigns.

Trend 7: Digital identity to unlock efficiency gains for banks

• Context:
  • Digital IDs are becoming a standard for online security and customer verification.
  • They enable seamless and secure transactions.
• Catalysts:
  • Banks are looking for efficiency and security in customer interactions.
  • Digital IDs support regulatory compliance and data privacy.
• Impact:
  • Digital identity systems reduce operational friction.
  • They help streamline customer onboarding and transaction processing.

Trend 8: Banks unlock value at scale by migrating workloads to the cloud

• Context:
  • Cloud migration is a strategic priority for banks to improve scalability and cost-efficiency.
• Catalysts:
  • Cloud computing reduces IT energy consumption and carbon emissions.
  • It supports real-time data processing and AI integration.
• Impact:
  • Cloud migration helps banks boost profitability and operational excellence.
  • It enables agile and responsive service delivery.

Trend 9: A boom in synthetic data will catalyze data ecosystem growth

• Context:
  • Synthetic data is being used to enhance data ecosystems without compromising privacy.
• Catalysts:
  • Synthetic data allows banks to train AI models and test new services.
  • It supports data-driven innovation without exposing real customer data.
• Impact:
  • Synthetic data helps build robust data infrastructure.
  • It enables faster product development and better risk modeling.

Trend 10: As banks explore decentralized finance, they remain cautious

• Context:
  • Decentralized Finance (DeFi) is gaining traction, but banks are cautious in adoption.
• Catalysts:
  • DeFi offers new business models and innovative products.
  • However, regulatory uncertainty and security concerns remain.
• Impact:
  • Banks are exploring strategic partnerships and controlled entry into DeFi.
  • DeFi could enhance financial inclusion and reduce intermediation costs.

Key Takeaways

• Customer centricity is a central theme, with banks focusing on personalized experiences and embedded finance.
• Digital transformation is accelerating, with smart branches and cloud migration playing key roles.
• Sustainability is becoming a strategic lever, with banks integrating circular economy practices and green finance.
• FinTech collaboration is increasing, as incumbents seek to complement capabilities and boost profitability.
• Data and analytics are critical for customer engagement, risk management, and product innovation.

Priority Matrix (Capgemini)

Conclusion

The 2023 Retail Banking Trends highlight a shift toward customer-centricity, digital innovation, and sustainable practices. Banks must balance operational efficiency with customer experience, while leveraging FinTech partnerships and cloud technologies to remain competitive. As the global economy faces inflation, regulatory changes, and technological disruption, the ability to adapt and innovate will be crucial for long-term success.