The future of digital banking: personalized customer experience and next-generation technology

By: Trademagazin Date: 2024. 11. 20. 10:12

The results of Deloitte’s latest Digital Banking Maturity 2024 research show that the digitalization processes that began during the COVID-19 pandemic have not slowed down, but have gained new momentum in the banking sector over the past few years, adapting to the constantly expanding needs of customers. The focus of developments has increasingly shifted from the quantity of functions to personalization, enhancing the customer experience and cost efficiency. In addition, previously neglected areas, such as digital mortgages, have also come to the fore.

Following the COVID-19 pandemic, the banking sector has undergone a rapid digital transformation, during which the services offered by financial institutions have been expanded with numerous new features, keeping in mind the changing needs of customers. As a result, online banking platforms have become increasingly sophisticated, and mobile applications have been enriched with new functions. The momentum of digital developments has persisted, but the focus has changed.

Deloitte experts surveyed 349 banks in 44 countries to gain insight into global digital banking trends and identify best practices that banks can use to improve their customer service. The research surveyed more than 1,005 functionalities. The results were used to create the Digital Banking Maturity 2024 study (DBM 2024).

According to the publication, banks are increasingly focusing on cost-effective operations and customer satisfaction, which is achieved by introducing new technologies, such as generative AI. This helps to ensure financial stability, sustainable growth and maintain competitiveness, while striking a balance between innovation and cost management, which is the key to success in a changing financial environment.

The analysis highlights a new trend, the essence of which is that instead of constantly dumping new features, digital banks aspire to optimize core processes and improve customer experience. That is, they prioritize quality of experience over quantity, and focus on the smoothness, personalization, and efficiency of core functions.
Visszajelzés küldése