The global economy and banking sector are heading into unknown territory in 2023 amid macroeconomic volatility, inflation, cooling demand and supply chain disruptions.
Against this backdrop, a recent study by Capgemini examines the current top trends for retail banking in 2023. Experts expect that increasing uncertainty in retail banking will lead to a focus on resilience and innovation above all else.
Current retail banking trends
Partner in financial matters
The impact of inflation and the rising cost of living provides banks with expanded opportunities to partner with their customers by leveraging data and providing appropriate, timely support for emerging financial issues. Financial wellness is becoming an important issue.
In terms of becoming more customer-centric, the role of the chief marketing officer is evolving into that of a chief customer strategist responsible for and managing the customer engagement journey.
Bank branches as phygital centers
Bank branches are transforming into phygital centers by digitizing routine services so employees can focus on customer service and high-value products.
Role of banks in climate change
In the face of the advancing threat of climate change, banks are increasingly focused on playing a critical role in creating an environmentally sustainable world. Increasing environmental, social and governance (ESG) commitments is a key strategic trend in this regard.
FinTechs remain important
Although market volatility has dimmed the luster of some FinTechs over the past year, it is too early to write off the trend. Agile FinTechs could recover with digital, cloud-based and customer-centric approaches. In addition, incumbents need the expertise of mature FinTechs for technology collaboration, acquisition and incubation, as they have institutional scale and stability in return.
Cybersecurity as a core issue
Given the threat environment, cybersecurity is becoming increasingly important for banks. Digital identities are gradually becoming the norm as banks look for ways to protect their customers' identities online.
10 Top Trends for Retail Banking 2023
On the radar screen for 2023, banks face strategic choices around interest rates, modernization, security, and the potential for innovative business models and products.
Overall, the following ten trends were identified for retail banking in 2022:
Against this backdrop, a recent study by Capgemini examines the current top trends for retail banking in 2023. Experts expect that increasing uncertainty in retail banking will lead to a focus on resilience and innovation above all else.
Current retail banking trends
Partner in financial matters
The impact of inflation and the rising cost of living provides banks with expanded opportunities to partner with their customers by leveraging data and providing appropriate, timely support for emerging financial issues. Financial wellness is becoming an important issue.
In terms of becoming more customer-centric, the role of the chief marketing officer is evolving into that of a chief customer strategist responsible for and managing the customer engagement journey.
Bank branches as phygital centers
Bank branches are transforming into phygital centers by digitizing routine services so employees can focus on customer service and high-value products.
Role of banks in climate change
In the face of the advancing threat of climate change, banks are increasingly focused on playing a critical role in creating an environmentally sustainable world. Increasing environmental, social and governance (ESG) commitments is a key strategic trend in this regard.
FinTechs remain important
Although market volatility has dimmed the luster of some FinTechs over the past year, it is too early to write off the trend. Agile FinTechs could recover with digital, cloud-based and customer-centric approaches. In addition, incumbents need the expertise of mature FinTechs for technology collaboration, acquisition and incubation, as they have institutional scale and stability in return.
Cybersecurity as a core issue
Given the threat environment, cybersecurity is becoming increasingly important for banks. Digital identities are gradually becoming the norm as banks look for ways to protect their customers' identities online.
10 Top Trends for Retail Banking 2023
On the radar screen for 2023, banks face strategic choices around interest rates, modernization, security, and the potential for innovative business models and products.
Overall, the following ten trends were identified for retail banking in 2022:
- Smart branches offer experiential banking and convenience to drive customer loyalty.
- Established banks are looking to mature FinTechs to complement their capabilities and increase profitability.
- More banks are committing to drive sustainability and circular economy.
- Banks are seeking to enhance the customer experience with embedded finance.
- Financial wellness advice can help customers manage living expenses
- Data analytics becoming more important to drive customer centricity.
- Digital identities enable efficiency gains for banks.
- Banks are unlocking value on a large scale by moving workloads to the cloud.
- A boom in synthetic data will fuel the growth of the data ecosystem.
- Banks remain cautious on the topic of decentralized finance.