Transcription
USE THE SAMECOLORS FOR 2018AND 2020OCTOBER 2020How banks are respondingto digital (r)evolution?
KEY TAKEAWAYSCovering 318 banks from 39 countries, DBManalyses digital retail banking in 3 channels,based on an outside-in ‘mystery shopper’assessment of digital functionalities,customer needs research and UXevaluation.60% of banks have closed or shortenedopening hours of branches but many havealso implemented new digital features, suchas fully digital processes, e.g. accountopening (34%), remote identification &verification (23%) and contactless payments(18%).Digital champions don’t only lead theirpeers in number of digital functionalitiesalong the customer journey, those that areincumbents outperform other incumbentsin their country on average on both C/I (-4.0p.p.) and ROE ( 1.9 p.p.).Digital champions are investing in E2E digitalsales processes and have widened their leadon latecomers for key products, e.g. 51% vs23% for current accounts, 85% vs 34% forcredit cards, and 84% vs 30% for cash loans.New functionalities typically gain tractionfaster with challenger banks thanincumbents, e.g. bill split 27% vs 2%, virtualdebit card 26% vs 2%, chatbots withadvanced use cases 15% vs 4%, chatbotsallowing transactionality 12% vs 2%.65% of digital champions ranked in the top10% for analysed UX scenarios. The largestgaps between champions and latecomersare in opening an account 71% vs 23%,buying an insurance product 44% vs 7% andbeyond banking service 48% vs 11%.2 Copyright 2020 Deloitte Central Europe. All rights reserved.
AGENDA1. L I V I N G I N T H E N E W N O R M A L2. A B O U T T H E S T U D Y3. I N S I G H T S F R O M D I G I T A L L E A D E R SDigital Banking Maturity 2020 is the4. S T A T E O F U X4th edition of the largest globalbenchmarking of digital retailbanking channels, answering whatleaders are doing to win in thedigitalization race.3 Copyright 2020 Deloitte Central Europe. All rights reserved.5. S T R A T E G Y F O R T H E F U T U R E
LIVING IN THE NEW NORMALIllustrativeSocial lockdowns“Coronavirus: Digitalbanking is no longeroptional”April 14th, EuromoneyLoan defaultsInterest rates reduction“World’s BanksBrace for Rise inLoan Defaults”April 17th, US News”Negative Interest RateMay Not Help InEconomic RecoveryFrom COVID-19”May 19th, Forbes2020AprilMay”41% of employeeslikely to continueremote workingafter pandemic”Source: Press”Coronavirus: willcall centre workerslose their 'voice' toAI?”April 15th, GartnerApril 22th, Financial TimesRemote workingProcess automationCustomer preferences changes4 Copyright 2020 Deloitte Central Europe. All rights reserved.Profitability hurdlesGlobal recession forecasts”Banks may not beprofitable until 2025even as majoreconomies recover””World Bank forecastsworst recession ineight decades onCOVID-19”May 22nd, Business insiderJune 8th, BNN BloombergJune”'Phygital': a bankingstrategy for the newisolation economy”Revenue compression”COVID speeds up digitalbanking revolution in 10weeks not five years”June 5th, World EconomicForumJune 8th, The Sydney MorningHeraldBranches remodellingDigitalization fast trackOperating model transformation
LIVING IN THE NEW NORMALL I M I TAT I O N S D U E T O C O V I D - 1 9NEW FUNCTIONS IMPLEMENTED DUE TO COVID -19of banks closed or shortened openinghours of branchesof banks increased limitof contactlesspaymentsof banks implementedfully digital processes(product opening etc.)of banks introducedappointment bookingsin branchesof banks enableddonations to NGOs,social actions etc.of banks introduceddigital ID&V methodsof banks launchedcontactless paymentmethodsof banks turned-off selected methodsof account openingof banks suspended account openings orlimited access to products for new clients1.Survey conducted in June-August 2020 in ’mystery shopper’ assessment on a sample of 256 banks participating in 2020 edition.5 Copyright 2020 Deloitte Central Europe. All rights reserved.
CustomerjourneystepsABOUT THE l Banking Maturity is the biggestglobal digital banking study, providing veyedcomprehensive outside-in ’mysteryshopper’ assessment of retail banks’digital channels and furtheringdiscussion about future developments.Digitalchannels6 Copyright 2020 Deloitte Central Europe. All rights reserved.Mystery shopperresearchers
ABOUT THE STUDYcountriescountriescountrybanksThought leadershipmaterial forEuropean FinancialCongressbanksCovering 15 additionalCE countries and100 banks7 Copyright 2020 Deloitte Central Europe. All rights reserved.banksFrom one country to 38 in just2 years to become pioneers inassessing banks’ digitalappetitecountriesbanksBiggest global digital bankingstudy with 4th edition, allowing foranalysis of key trends amongbanks worldwide
ABOUT THE STUDYNORTH AMERICAPeruCzech TurkeySaudi ArabiaBelgiumGreeceNorwaySlovakiaUnited TH AMERICAArgentinaEUROPE8 Copyright 2020 Deloitte Central Europe. All rights reserved.ASIAJapanUnited Arab EmiratesAUSTRALIA
ABOUT THE STUDYFUNCTIONALITIES BENCHMARKINGAnalysis of 1108 digital functionalities through ‘mystery shopper’ approach on real retailcurrent accounts in each bank.Assessment of 6 customerjourney stepsAnalysis of digitalization of13 core banking productsFunctionalities library withworld’s leading practicesCUSTOMER NEEDS RESEARCHSurvey-based research focused on identifying 26 most important banking activities andpreferred channels (branch, Internet, mobile).Customer preferences between channels in termsof most common banking activitiesUSER EXPERIENCE STUDYSupplementing analysis of customers perception of user experience.19 UX scenarios reflecting 10 areas ofcustomer activity from all of the stagesof relationship with a bankNote: Complementary assessment comprise KPIs and Covid-19 response surveys.9 Copyright 2020 Deloitte Central Europe. All rights reserved.UEQ survey covering a comprehensiveimpression of UX of mobile appsDBMBENCHMARKAn exhaustive overview ofdigital maturity betweenbanksUXASSESSMENTAssessment of digitalbanking channels fromcustomer experienceperspective
ABOUT THE STUDYCustomer Journey sub-categoryCustomer Journey stepXX25Availability ofinformation56Opening process64498Account & productmanagementProduct x-sell(basic)1Guidance for newusersAuthorizationProduct x-sell(complementary)2Customer supportPersonal financemanagementTransfers andpayments10 Copyright 2020 Deloitte Central Europe. All rights reserved.454ChannelsaccessibilityCard management1.2.# of benchmarked functionalities11Account closingBancassuranceInvestment servicesBeyond BankingEcosystem andaccount aggregationProduct x-sell (basic) includes: debit card, credit card, overdraft, cash loan, cheque, bank draft.Product x-sell (complementary) includes: car loan, mortgage, currency account, saving account, term deposit, private banking account.
INSIGHTS FROM DIGITAL LEADERSDBM index1DigitallatecomersDigitaladoptersDigitalsmart followersDigitalchampionsDigital champions offer awide range of functionalitiesrelevant for customers and acompelling user experience.Digital champions set keydigital trends and haveleading market practices,which makes them examplesto learn from.1.2.DBM index measures maturity for channels and products offered by a bank. Data for 313 out of 318 banks which participated in 2020 edition.Selection of 31 banks defined as Digital champions.11 Copyright 2020 Deloitte Central Europe. All rights reserved.Defined asTop10% of banks2
INSIGHTS FROM DIGITAL LEADERSSelected KPIs of incumbents: average difference to incumbent peers2, p.p.of Digital champions are Incumbents11,9 p.p.ROEROACost/income12 Copyright 2020 Deloitte Central Europe. All rights reserved.1.2.0,2 p.p.-4,0 p.p.Incumbents – banks with long-established position on the market. Challengers – relatively small bank competing with large long-established banks.Average difference to peers – peers are incumbent banks in the same country that were covered in the DBM survey.
INSIGHTS FROM DIGITAL LEADERSSelected characteristics of Challengers, # of banksof Digital champions are Challengers113 Copyright 2020 Deloitte Central Europe. All rights reserved.1.Market positionMarket share nichannelFinancial performanceTurning a profitMarket share 4Not yet break even42Incumbents – banks with long-established position on the market. Challengers – relatively small bank competing with large long-established banks.
INSIGHTS FROM DIGITAL LEADERS% of functionalities offered by banks1Overview in this rt followersDigitalchampionsAvailability of informationTop categoriesAdvantage of championsover latecomers21,6xOpening process2,8xChannels accessibility1,4xGuidance for new users1,8xAccount and product mgmt.2,7xAuthorization1,8xCard management4,8xCustomer support1,7xPersonal finance management (PFM)2,9xTransfers and payments1,9xBancassurance3,5xBeyond banking6,2xEcosystem and account aggregation5,7xInvestment services4,2xProduct x-sell (basic)2,5xProduct x-sell (complementary)2,4xAccount closing1.2.7,1xData for 313 out of 318 banks which participated in 2020 edition.Ratio of functionalities % between Digital champions and Digital latecomers score.14 Copyright 2020 Deloitte Central Europe. All rights ELATIONSHIP
INSIGHTS FROM DIGITAL LEADERSDigital champions increase in advantage over peersdifference between % of functionalities in 2018-2020 between Digital champions and others, p.p.16%15 Copyright 2020 Deloitte Central Europe. All rights RONBOARDINGX-sell (basic)Ecosystem and account agg.Beyond bankingBancassuranceTransfers and paymentsPFMCard managementAuthorizationAccount and product mgmt.11%10%Account closing10%X-sell (complementary)13%13%5%5%Customer support6%Guidance for new usersChannels accessibility4%Opening processAvailability of information14%10%8%4%15%14%Investment services15%Expand relationship functionalities(avg. 13 p.p. advantage) has been a toppriority for Digital champions, especiallypartnership ecosystem and accountaggregation (16 p.p. advantage).Champions have also widened theirlead over other banks in account andproduct management (15 p.p.) andPFM (15 p.p.).1.DAY-TO-DAYBANKINGEXPANDRELATIONSHIPBased on the data for 152 banks whichparticipated in 2018 and 2020 edition.ENDRELATIONSHIP
INSIGHTS FROM DIGITAL LEADERS% of banks offering end-to-end current accounts (CA) opening method1Digital latecomersDigital champions% of banks offering remote CA opening methods1Digital championsPicture of ID card58%55%20%Video conference27%Showing ID to courier27%E-signature13%Auth. via log in to another bank13%5%End-to-end current account opening1.Data for 31 banks classified as Digital champions and 93 banks classified as Digital latecomers which participated in 2020 edition.16 Copyright 2020 Deloitte Central Europe. All rights reserved.52%Penny transfer10%
INSIGHTS FROM DIGITAL LEADERS% of Digital champions offering given functionalities1% of functionalities offered by ngBudgetSaving andtransaction notifications asuring4offerprojectionsfinancialhealthData for 31 banks classified as Digital champions and 93 banks classified as Digital latecomers which participated in 2020 edition.Average for setting and tracking savings goals, setting own financial goals, setting savings goals events and notifications.Average for automatic categorization, manual change of categories, learning categorization system, adding own categories, adding and changing rules of categorization, transaction split.Average for estimation of upcoming expenses and short-term cash flow projections.17 Copyright 2020 Deloitte Central Europe. All rights reserved.15%
INSIGHTS FROM DIGITAL LEADERS% of banks offering given functionality1Digital latecomersDigital champions100%61%35%2%API for developersMarketplaces with financialservices from other providers94%32%FinTech acceleratorprogram/hackathon30%4%Account aggregation66%39%Fintech partnerships1.2.diversity22%8%Initiation of a payment fromanother accountData for 31 banks classified as Digital champions and 93 banks classified as Digital latecomers which participated in 2020 edition.Average score for 29 banks classified as Digital champions and 42 banks classified as Digital latecomers which have any type of Fintech partnership. Bank with 100% score has 6 types of partnership.18 Copyright 2020 Deloitte Central Europe. All rights reserved.
INSIGHTS FROM DIGITAL LEADERS% of banks with FinTech partnership by area1100%PaymentsAuthorisationWealth 9 Copyright 2020 Deloitte Central Europe. All rights reserved.Digitaladopters1.Digitalsmart followersData for 313 out of 318 banks which participated in 2020 edition.Digitalchampions
INSIGHTS FROM DIGITAL LEADERSCustomer preference to open products in digital ccountTransactionalTermdepositOverdraftInvestment & savingMutual funds Cash loanCreditIllustrativeMortgageMost preferredLess preferred toto open digitallyopen digitally% of banks offering end-to-end digital opening of selected products2TransactionalDebit card34%22%2.2x23%2.8x30%Term deposit3.5x16%Mutual funds2.8x12%Saving account84%1.9xCredit cardCash %1.7x39%Digital champions2Saving & investment84%2.1xOthers2Currency account2.6x27%2.9x20%32%Car loan58%51%Current account20 Copyright 2020 Deloitte Central Europe. All rights reserved.1.2.Brokerage account2.3x6% 15%Customer research (CAWI) covered 4 900 respondents, mainly urban affluent, from 33 out of 39 benchmarked markets.Data for 313 out of 318 banks which participated in 2020 edition, including 31 champions and 282 other banks.Mortgage
INSIGHTS FROM DIGITAL LEADERS% of brokerage account & mutual funds1 functionalities offered by banks2Digital latecomersDigital champions92%82%72%71%67%64%22%10%Information aboutinvestment products1.2.3.E2E investmentaccount opening13%Research analysis /market reports3Average results for Brokerage account and Mutual funds.Data for 31 banks classified as Digital champions and 93 banks classified as Digital latecomers which participated in 2020 edition.Data for Saving & Investment products.21 Copyright 2020 Deloitte Central Europe. All rights reserved.Stocks / fund unitstrading19%Portfolio profitabilityanalysis3
INSIGHTS FROM DIGITAL LEADERS% of banks offering given functionalities1Digital latecomers97%Digital ssdescriptionE2E productopeningData for 31 banks classified as Digital champions and 93 banks classified as Digital latecomers which participated in 2020 edition.22 Copyright 2020 Deloitte Central Europe. All rights ningprocessdescriptionE2E productopening
INSIGHTS FROM DIGITAL LEADERSTop41 value added services by category, % of banks offering given functionalities2Digital latecomersLoyalty program58%Mobile phone top-upsAUXILIARY SERVICESValue added services do not yet play a critical roledifferentiate banks from traditional bankingservices and thus can be leveraged asMOBILITYacquisition hooks.In the world of low interest rates, banks seek ashift from interest income to fee-based noninterest revenue. Beyond banking services canENTERTAINMENT82%16%Buying gift cards1%Cloud storage2%Credit scoring2%Concierge services0%Buying parking and transport ticketsin the customer value proposition but they77%25%Special discounts and promotionsCOMMERCIALDigital 7%42%Paying for motorway access1%16%Booking hotels, flights, trains0%Buying access to airport lounges1%Buying tickets for cinema or theatre0%Buying tickets for social events0%Accessing video-on-demand1%3%Ordering books or e-books0%2%Applying for social benefits1%11%Checking social insurance status0%11%Company registration0%Subimitting PIT form1%24%10%18%13%help banks that successfully monetize VASpotential.PUBLIC SERVICES1.2.Data for 313 out of 318 banks which participated in 2020 edition.Data for 31 banks classified as Digital champions and 93 banksclassified as Digital latecomers which participated in 2020 edition.23 Copyright 2020 Deloitte Central Europe. All rights reserved.6%2%Highdifferentiationpotential
INSIGHTS FROM DIGITAL LEADERSIncumbents2%Bill split2%Virtual debit card5%Disposable virtual card1%0%9%3%% of banks offering given functionality1PFMInvestment servicesCustomer support1.2.3.Data for 280 banks classified as Incumbents and 33 banks classified as Challengers whichparticipated in 2020 edition.With global threshold of 10% for rare features.Communication via other social media platforms benchmarked (You Tube, Twitter, LinkedIn,Instagram) had a much higher global adoption level than 10% (ranging from 82% - 95%)24 Copyright 2020 Deloitte Central Europe. All rights reserved.Challengers27%26%Transfers using beneficiary’s e-mail11%Transfers and paymentsSelected innovativefunctionalities20%6%Transaction geolocation tags21%Share transaction with other app users12%Estimation of upcoming expenses9%Short term cashflow projections9%Cryptocurrency operations9%4%Roboadvisory5%Notifications due to currency price deviations4%Chatbot with advanced informational use cases2%Chatbot allowing transactionality2%Communication via Snapchat / WeChat31%9%Chatbot providing contextual recommendations8%5%15%12%11%5%
STATE OF UX% of UX-related functionalities offered by banks1Digital latecomers79%71%67%61%A global assessment of 19user scenarios reflecting 10areas of customer activityprovides insight into thedevelopment of UX along thecustomer journey65% 48p.p.75% 25p.p.54%44% 30p.p.48%38%45%44%38%Digital champions22%30%23%7%1. Gatheraccountinformation1.2. Open anaccount3.Onboarding4. Reportlost card5. Make atransfer6. Buy aninsurance11%7. Usebeyondbankingservices8. Addaccountsfrom otherbanksData for 31 banks classified as Digital champions and 93 banks classified as Digital latecomers which participated in 2020 edition. UX score based on 209 unique functionalities. 65% of Digital champions have beenclassified in top10% of banks by UX score.25 Copyright 2020 Deloitte Central Europe. All rights ENDRELATIONSHIP9. Buy acreditproduct10. Closean account
STATE OF UXSelected functionalities along UX scenario: Open an account, % of banks offering given functionalities1DigitalDigitallatecomers championsIllustrativeFacilitation of entering datafast and correctly2 Progress tracker345 Let’s begin! Tell us who we areopening the account:34Anna, it’s nice to meet you! Tellus how to contact you:45Anna, it’s nice to meet you! Tellus how to contact you:dRepeat email addressRepeat email addressFacilitation of enteringdata fast and correctlyProgress trackerDescriptive error messagesData for 31 banks classified as Digital champions and 93 banks classified as Digital latecomers which participated in 2020 edition.INFORMATIONGATHERING3SurnameConfirmation that form isbeing processed26 Copyright 2020 Deloitte Central Europe. All rights reserved. Please check your email address is correct.Name1. We will send you documents and important information.Email addressSave & Finish Later feature5500 765 400Phone numberRemember to give us the correct data. Donot use short forms, remember aboutspecial characters and watch out for typos.Descriptive error messages XPANDRELATIONSHIPENDRELATIONSHIP
STRATEGY FOR THE FUTURECountry digital disparity(the gap between and highest and lowest scorewithin the country2)HighDBM analyses individual bankpositioning in comparison to localcompetitors across 3 dimensions:Customer JourneyProductsCountry digital maturityChannelsHigh(average digital maturity within the country1)27 Copyright 2020 Deloitte Central Europe. All rights reserved.1.2.Data for 318 banks which participated in 2020 edition.To achieve comparable data, analysis is based on the results of top8 banks by % of functionalities in given market. Average of gaps to top1 player.
STRATEGY FOR THE FUTURECUSTOMER PREFERENCES What’s desirable from a customer perspective? What needs to be true for users to want, find,consume, and value the solution? What channels and UX are most engaging forcustomers? Do customers keep coming back(‘stickiness’)?CustomerIs there demand?I N T E R N AT I O N A LINDUSTRY DIRECTION What emerging digital trends arerelevant for the local market? What will make customers love us?LOCAL COMPETITION What international leading practicesto adopt to leapfrog localcompetitors? What features, products and servicesshould be offered? Where are Digital champions investingfor the future? What to implement to catch up with themarket or to differentiate overcompetition? What will bring meaningful upside overcompetitors value proposition? Which functionalities can driveacquisition, engagement, monetization?28 Copyright 2020 Deloitte Central Europe. All rights reserved.CompetitionDefine andprioritize backlogIndustry trendsBe inspired byleading practicesA successful digital proposition isdesirable, competitive and informed byindustry leading practice What innovations are gaining tractionglobally? What partnerships to create toleverage the ecosystem landscape?
STRATEGY FOR THE FUTUREWe know the digital maturity of retail banking channelsGain insights into the positioning of an individual bank in comparisonto local and global leaders and key gaps.Outcome: Identification of opportunities and strategic implications basedon individual bank’s positioning versus peers.We’ve identified leading market practices worldwideLearn more about the latest trends and developments in digital retailbanking channels.A dedicated workshop that discusses an individualbank’s digital maturity in retail bankingchannels, competitive positioning and whichcan help to identify potential digital initiatives,based on gaps to local and global leaders.For more details, reach out to your local representativeon the following slides or dbmaturity@deloitte.com29 Copyright 2020 Deloitte Central Europe. All rights reserved.Outcome: Introduction to trends, innovations and example use cases withassessment of relevance for the individual bank.We understand the importance of UX for customersExamine how UX features and functionalities are helping improvecustomer satisfaction.Outcome: Overview of leading UX market practices and identification ofkey improvement areas from a customer perspective.
Feel free to reach us for ael WodzickiDaniel A. MajewskiMark MacRaePartnerSenior ManagerSenior ManagerStrategy and M&ADigital StrategyStrategy and mmmacrae@deloitteCE.com
Deloitte Digital Banking Maturity – Country Leaders and ManagersContact our local representativesdirectly to find out more aboutthe study and the results for yourcountryADRIATICS – CROATIA & SLOVENIAAUSTRALIAMitja KumarPartnermitjakumar@deloittece.comJoel LipmanPartnerjlipman@deloitte.com.auRado BekesSenior Managerrbekes@deloittece.comClinton GIUMBULGARIACédric DeleuzePartnercdeleuze@deloitte.comKasper PetersPartnerkapeters@deloitte.comSylvia PenevaPartnerspeneva@deloittece.comYannick PutzeysManageryputzeys@deloitte.comDimitar el TangPartnermtang@deloitte.caJeffrey ToddPartnerjtodd@deloitte.caAgustin AlcaidePartneraalcaide@deloitte.comRohit DubeySenior Managerrdubey@deloitte.caJohn OkoronkwoManagerjookoronkwo@deloitte.caMartin CabreraPartnermcabreraa@deloitte.com31 Copyright 2020 Deloitte Development LLC. All rights reserved.Bianca SantillanaPartnerbsantillanac@deloitte.com
Deloitte Digital Banking Maturity – Country Leaders and ManagersFRANCECZECH REPUBLICPavel ŠiškaPartnerpsiska@deloittece.comContact our local representativesdirectly to find out more aboutthe study and the results for yourcountryŠtěpán HúsekPartnershusek@deloittece.comJulien MaldonatoPartnerjmaldonato@deloitte.frEva BartůňkováSenior Consultantebartunkova@deloittece.comAlice GeorgetSenior Managerageorget@deloitte.frGERMANYGREECEJürgen LademannPartnerjlademann@deloitte.deKaterina GlavaPartnerkglava@deloitte.grJulia IvanovaSenior Consultantjuivanova@deloitte.deGeorge LANDTamas SchenkPartnertschenk@deloittece.comDaniel DraczSenior Managerddracz@deloittece.com32 Copyright 2020 Deloitte Development LLC. All rights reserved.Andras FulopPartnerafulop@deloittece.comYvonne ByrnePartnerybyrne@deloitte.ieDavid DaltonPartnerddalton@deloitte.ieGraham KinsellaSenior Managergkinsella@deloitte.ieAdrian HayesDirectorahayes@deloitte.ie
Deloitte Digital Banking Maturity – Country Leaders and ManagersITALYContact our local representativesdirectly to find out more aboutthe study and the results for yourcountryJAPANManuel PincettiPartnermpincettii@deloitte.itGianmaria TrapassiPartnergtrapassi@deloitte.itYoshiki TanabePartnerytanabe@tohmatsu.co.jpGiovanni FontaniniDirectorgfontanini@deloitte.itLuigi CapitanioDirectorlcapitanio@deloitte.itYuta MaruyamaBrian BerknessSenior ManagerSenior Manageryutmaruyama@tohmatsu.co.jp bberkness@tohmatsu.co.jpLUXEMBOURGPascal MartinoPartnerpamartino@deloitte.luRonan Vander ElstPartnerrvanderelst@deloitte.luXavier TurquinSenior Managerxturquin@deloitte.luFrancois BadeDirectorfbade@deloitte.luMEXICORicardo A. GarciaPartnerrigarcia@deloittemx.comTania BuendiaManagertbuendia@deloittemx.com33 Copyright 2020 Deloitte Development LLC. All rights reserved.MIDDLE EAST – KINGDOM OFSAUDI ARABIA, KUWAIT,UNITED ARAB EMIRATES, QATARKhaled HilmiPartnerkhilmi@deloitte.comNETHERLANDSMario ValadezPartnermavaladez@deloittemx.comYukio ShinboriPartneryshinbori@tohmatsu.co.jpEmeric Van WaesPartnerevanwaes@deloitte.nlJames RansomeSenior ManagerJaransome@deloitte.nl
Deloitte Digital Banking Maturity – Country Leaders and ManagersContact our local representativesdirectly to find out more aboutthe study and the results for yourcountryNORDICS – NORWAY AND SWEDENPORTUGALKirsti Merethe TranbyPartnerktranby@deloitte.noMårten SellgrenPartnermsellgren@deloitte.seJoao Matias FerreiraAssociate Partnerjoaomferreira@deloitte.ptKasper LokeSenior Consultantkloke@deloitte.noAleksandar PetrovicSenior Consultantalepetrovic@deloitte.seGustavo Carvalho RomaoManagergromao@deloitte.ptROMANIAPOLANDMichael WodzickiPartnermwodzicki@deloittece.comMark MacRaeSenior Managermmacrae@deloittece.comAndrei IonescuPartneraionescu@deloittece.comVladimir AninoiuDirectorvaninoiu@deloittece.comDaniel MajewskiSenior Managerdmajewski@deloittece.comClaudiu ConstantinescuSenior katerina TrofimovaPartnerektrofimova@deloitte.ruMitja KumarPartnermitjakumar@deloittece.comMaxim NalyutinDirectormnalyutin@deloitte.ruIvan StefanovicManageristefanovic@deloittece.com34 Copyright 2020 Deloitte Development LLC. All rights reserved.
Deloitte Digital Banking Maturity – Country Leaders and ManagersSINGAPOREContact our local representativesdirectly to find out more aboutthe study and the results for yourcountrySLOVAKIAKok Yong HoPartnerkho@deloitte.comEng Hong LimPartnerenglim@deloitte.comMichal KopanicPartnermkopanic@deloittece.comNai Seng WongPartnerAlexander ones@deloitte.comMilos CerovskyManagermcerovsky@deloittece.comSPAINGerard SanzPartnergsanz@monitordeloitte.esMarcelo De CastroManagermdecastro@monitordeloitte.esHugo AldonzaManagerhaldonza@monitordeloitte.esPatrik SpillerPartnerpspiller@deloitte.chMarius VirmondDirectormvirmond@deloitte.ch35 Copyright 2020 Deloitte Development LLC. All rights reserved.SPANISH LATIN AMERICA - ARGENTINA,COLOMBIA, PERU, URUGUAYPablo PesoPartnerppeso@deloitte.comMaximiliano NardiSenior Managermanardi@deloitte.comSWITZERLANDCyrill KieferPartnercykiefer@deloitte.chVeronika HraskovaSenior Managervhraskova@deloittece.comFernando OlivaPartnerfoliva@deloitte.com
Deloitte Digital Banking Maturity – Country Leaders and ManagersTURKEYYaman PolatPartnerypolat@deloitte.comIlkay CakirSenior Specialisticakir@deloitte.comContact our local representativesdirectly to find out more aboutthe study and the results for yourcountry36 Copyright 2020 Deloitte Development LLC. All rights reserved.UNITED KINGDOMAli CicekliPartneracicekli@deloitte.comJonathan GrayPartnerjonagray@deloitte.co.ukEdward J MathesonManageredmatheson@deloitte.co.ukGareth AddisonDirectorgaddison@deloitte.co.uk
This communication contains general information only, and none of Deloitte ToucheTohmatsu Limited („DTTL“), its global network of member firms or their relatedentities (collectively, the “Deloitte organization”) is, by means of this communication,rendering professional advice or services. Before making any decision or taking anyaction that may affect your finances or your business, you should consult a qualifiedprofessional adviser.No representations, warranties or undertakings (express or implied) are given as tothe accuracy
Digital Banking Maturity is the biggest global digital banking study, providing a comprehensive outside-in ’mystery shopper’ assessment of retail banks’ digital channels and furthering discussion about future developments. Functionalities benchmarked Mystery shopper researchers C
