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1、accentureGlobalBankingConsumerStudyReignitehumanconnectionstodiscoverhiddenvalueIntroductionPowerfulforcescreateanurgentneedtoactItishardtoimagineatimebeforetelevision.Althoughmanynowconsumecontentthroughsmartphonesandtablets,theTVsethasfordecadesbeentheprimarydevicethroughwhichmanyobtainednewsandwa
2、tchedtheirfavoriteprograms.But it wasn,t always this way.ln 1950, just 9%of US households had a TV set.Five years later,a staggering 65%did.And five years after that,adoption reached 87%.Uptakerocketedbecauseaseriesofimportantdevelopmentsoccurredatthesametime:advancesintransmissionandvisualdisplayte
3、chnology;thecreationoftechnicalstandardsthatmeantdifferentnetworkscouldbeviewedonasingledevice;andarapidlyincreasingappetitefornewsandentertainmentpresentedvisuallyThiscreatedanimmenseopportunityfornetworks,devicemanufacturersandadvertisers.Byseizingthemomentandactingdecisively,manycreatedlarge,succ
4、essfulbusinesses.Today,bankingexecutivescanlearnalotfromthisperiod.Asintheearlydaysoftelevision,avarietyoffactorsarecombiningtocreatetheneedforanew,outside-inviewoftheindustry.Opportunitiesaboundforbanksthatcanexploretheartofthepossibleandreinventtheirenterprisetoincreasetheirrelevancetocustomersand
5、setanewperformancefrontierforallaspectsoftheorganization.Emergingtechnologiesaremakingitpossibleforbankstostrengthentheirdigitalcorebyleveragingthepowerofcloud,dataandAlthroughaninteroperablesetofsystemsacrosstheenterprise.Astrongdigitalcoreallowscompaniestodevelopnewcapabilitiesatspeed,trynewthings
6、,andfailfastwhenneeded.Technology1onceviewedasthedisruptor,isnowanenabler,helpingbankstoenhanceemployeeproductivity,transformcoststructures,engagewithcustomersinnovelways,anddevelopcompletelynewpropositions.Thistechnologicalrevolutionisjustthefirstoffourmajordevelopmentsthatareshapingbankingtodayand
7、creatinganimperativeforbankstoreinventtheirbusinessandoperatingmodels.4ShiftingcustomerpreferencesAdvancedtechnologyisnowavailabletoall2RapidlyrisinginterestratesrevealfrailtiesThechangingfaceofcompetitionAdvancedtechnologyisnowavailabletoallBanksinvested$124billiongloballyinnewITin2021,a24%increase
8、comparedto20191.Thelatestbreakthroughscreatefreshopportunities.JustthinkofthemetaverseandgenerativeAl,thetechnologybehindChatGPTandsimilarchatbots.Thesecutting-edgetechnologiesholdenormouspotentialforbanking,particularlyinrevolutionizingthecustomerexperience.GenerativeAl,forexample,couldenhancedigit
9、alinteractionsbymakingimpersonalcustomercareconversationsmuchmorehuman-likeandeffective.Critically,theaccessibilityandaffordabilityoftechnologiessuchasAlandmachinelearning(ML)havebeenimprovedbytheavailabilityofAPIs,whichallowbusinessesofallsizestoutilizepre-trainedmodels.GlobalBankingConsumerStudyRa
10、pidlyrisinginterestratesrevealfrailtiesItisacommonperception:asnightfollowsday,bankingprofitsincreaseasinterestratesrise.So,aftera450bpssurgeinUSFederalReserveratesanda350bpshikeinEuropeanCentralBankratessinceFebruary2022,manythoughtbankswereinluck.Butarethey?Mostbanksthathadreleasedtheir2022results
11、atthetimeofwritingthisreportshowedadouble-digitincreaseinnetinterestincome(NII).Yetasrecenteventsshowed,arapidriseinratescanexposefundamentalweaknessesamongsomebanks.Indeed,higherinterestratescanhavenegativeimplications,whicharealreadymaterializinginsomemarkets.Forexample,theycansloweconomicgrowth,l
12、owerdemandfornewcredit,causesomebankstoincreaseprovisioningforloanIossesjeducethevalueoftheirsecuritiesportfolio,andresultindepositoutflowsthatputthebanksliquidityatrisk.Inaddition,fundingcostsmightincreaseasbankstrytoavoiddepositoutflowsorwhencentralbanksstarttocutinterestratesandbanksneedfundingto
13、issuenewloans.Historyandrecentdevelopmentshaveshownthattheconsequencesofanyofthesefactorscouldaffectbanksveryquickly.Thosethatlookonlyatthepositiveeffectsofinterestrateincreasesmayfailtorespondswiftlywhencircumstancesshift.OOThechangingfaceofcompetitionAmajorfactorisatplaythatwasnotpresentduringprev
14、iousperiodsofrisinginterestrates:stiffcompetitionfromdigital-onlybanksandbusinessesthattraditionallyoperatedoutsideoffinancialservices.ExamplesincludeAppleandSingapore-basedsuper-appproviderGrab,whichhavemadesignificantstridesintobankinginrecentyears.Accentureresearchindicatesthattheshareofrevenueof
15、traditionalbankingproductssuchasautoIendingtConsumerfinanceandmortgagesthataresoldthroughnon-bankingchannelswillincreasebythreetofivepercentagepointsby20252.Thisisasignificantdeparturefromthepast10-15years,whenbanksprimarilycompetedwithotherbanksthroughlong-establishedchannelsAsaresult,non-tradition
16、alfinancialservicesbusinesseswillincreasetheirshareoforiginationandrecurringfeesaswellasinterestincomeastheychipawayatbanksrevenueandputpressureontheirmargins.Somenewmarketentrantsmightevenlaunchtheirownfinancialservicesproducts,completelycircumventingtraditionalbanks.Whetherbankspartnerordirectlycompetewithnewentr
