From insights to action, the path to extraordinary value starts here.
Elevate every
decision with
intelligent
banking
operations

Intelligent Operations | Banking Industry View
Banks are facing a
world where profit is
being compressed by:
The good news? Research shows that
elevating their operational maturity
helps banks outmaneuver the threats
that tomorrow poses.
• Historically low interest rates
• COVID-19 related credit losses
• Patchy economic recovery
• Fintech competition
Copyright © 2021 Accenture. All rights reserved. 2
Intelligent Operations | Banking Industry View

Intelligent Operations | Banking Industry View
Digitally-focused
banks have benefited
from market
valuations that, on
average, were 18%
higher than less
digitized peers in
2019, and 27% higher
in 2020.
What’s the upside of being
future-ready?
Note: Values calculated as simple mean of 97 banks with P/BV data in all periods.
Source: Accenture Research on S&P Capital IQ data.
Source: www.accenture.com/_acnmedia/PDF-102/Accenture-Banking-Does-Digital-Leadership-Matter.pdf
1.05
0.94
2011
Digital focused Digital active
0.99
1.19
1.01
2019
0.83
1.03
0.81
2020
0.75
The rest
Price to book value ratio

Intelligent Operations | Banking Industry View
In a recent study, we found that while operating model
maturity is advancing among organizations in all industries,
banks are progressing slower than most. Our research and
experience reveals there are four levels of maturity:
of banks say they have reached a
threshold of “future-ready” operations.
6%
With all of these benefits,
are more banks moving to
a digital operating model?
Copyright © 2021 Accenture. All rights reserved. 4
report they have evolved to
“predictive” operations.
57%
Each level is grounded in and enabled by progressively more
sophisticated technology, talent, processes and data insights.
Predictive
Stable
Future-ready
Efficient

Intelligent Operations | Banking Industry View
This holds true
particularly in
areas such as AI,
analytics and
automation.
Banks have failed to scale in key
innovation areas that measure
operational maturity 78%
Data
75%
71%
Analytics
74%
64%
Leading practices
68%
67%
Business-technology collaboration
74%
65%
Agile workforce
71%
58%
Automation
67%
61%
Stakeholder experience
65%
57%
AI
60%
Currently in wide use or at scale (Banking)
Currently in wide use or at scale (All industries)

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Data is one of the
bright spots for banks
This is not surprising given banks have large
amounts of data that can be used for identifying
customer behavior patterns and targeting
appropriate products, such as mortgages and
other loans, at competitive prices.
Extracting the full value of data takes technology
enablement—particularly in areas such as AI,
analytics, automation and cloud.
78%
of banks use data today widely
or at scale — slightly above the
75% cross industry average.

Intelligent Operations | Banking Industry View
Three ways to become future-ready:
03
02
01
Know how
to leapfrog
maturity levels
Know the
key steps
Know the
ultimate goal

Copyright © 2021 Accenture. All rights reserved. 8
Intelligent Operations | Banking Industry View
Know the
ultimate goal
01

Intelligent Operations | Banking Industry View
01 Know the ultimate goal
of banks expect
business and technology
functions to collaborate
fully by 2023.
43%
are doing this today.
11%
In many leading banks the CTO and
Head of Operations now report into
a single executive who can take a
holistic view of how technology can
enable an effective operations
transformation.
Bring business
and technology
together

Intelligent Operations | Banking Industry View Copyright © 2021 Accenture. All rights reserved. 10
A North American bank wanted to transform
its commercial lending process to fund new
loans for customers, at a record pace. New
digital capabilities, a cloud-based lending
origination system, 60 automation tools, AI-
assisted assets and predictive analytics
transformed the bank’s core systems and
strengthened customer retention.
By aligning business and technology, the bank
accelerated loan approval time by 26% and
can disperse loans under US $350K—3X faster.
In total, the bank has saved US $20M and
avoided potential loss of US $2B.
01 Know the ultimate goal
Intelligent Operations | Banking Industry View

Copyright © 2021 Accenture. All rights reserved. 11
Intelligent Operations | Banking Industry View
Know the
key steps
02

Copyright © 2021 Accenture. All rights reserved. 12
02 Know the key steps
90%
of banks expect to achieve
widespread or full-scale
automation in the next 3 years.
Automation is an important way to reduce costs and the most
critical factor for the digitization of business processes.
“We are automating the easiest of the tasks, such as using
enriched, dynamic data [about] personal finance to
automate marketing and reporting. This way, clients can
make an investment or personal finance related decision
on their own without needing the staff.”
– A senior banking executive
Augment human talent
with technology
Intelligent Operations | Banking Industry View

Data is at the heart of
operational decision making
71%
of banks say they designed
their operating model based on
data rather than on executive
experience or intuition.
Copyright © 2021 Accenture. All rights reserved. 13
02 Know the key steps
It’s a powerful advantage that yields insights into
performance measurement and improvement
that leads to operational risk reduction, higher
compliance and increased customer satisfaction.
Intelligent Operations | Banking Industry View

Copyright © 2021 Accenture. All rights reserved. 14
02 Know the key steps
43%
of banks reported that cloud
delivered the expected cost
savings and more than 50%
were satisfied with the speed
to market resilience achieved.
A key opportunity for banks to make different—and better
—use of data is improving their ability to scale AI.
Banks can improve core processing accuracy and efficiency
with advanced AI-powered data and analytics platforms.
As banks look to scale AI, the cloud can boost momentum.
Boost AI power across the
enterprise with the cloud
Intelligent Operations | Banking Industry View

Intelligent Operations | Banking Industry View Copyright © 2021 Accenture. All rights reserved. 15
Inefficient lending practices at car dealerships
in the Latin American market, were leaving
a global bank with high operating costs and
low profitability. By moving to an intelligent
operating model, the bank replaced manual
processes, improved interest rates and
loan terms.
Today, 20,000 car dealerships, customers,
and bank employees have a faster, more
satisfying experience.
The bank’s loan sales have increased by 50%
and its market share jumped from fourth place
to first, in just 5 months.
02 Know the key steps
Intelligent Operations | Banking Industry View

Copyright © 2021 Accenture. All rights reserved. 16
Intelligent Operations | Banking Industry View
Know how
to leapfrog
maturity levels
03

of banks have seen their
ecosystem partnerships
improve over the past
three years.
indicate that they have
increased their focus on
ecosystem relationships
as a result of COVID-19.
38%
Intelligent Operations | Banking Industry View Copyright © 2021 Accenture. All rights reserved. 17
Climbing operations
maturity just one position
can lead to a projected 17%
increase in global profits.
03 Know how to leapfrog maturity levels
Ecosystem relationships become
particularly important, as banks re-
think their operations—for example,
by changing the operating model,
deciding whether to “make or buy,”
or by managing people.
41%

Intelligent Operations | Banking Industry View Copyright © 2021 Accenture. All rights reserved. 18
03 Know how to leapfrog maturity levels
A European bank wanted to modernize its
credit and payment service operations. By
embracing intelligent technologies and
upskilling its team, the bank’s employees
had the data and predictive insights to make
better informed decisions and were able to
gain control over end-to-end credit card
management and non-performing loans
processes.
As a result, the bank reduced operational
losses to zero; cut its total cost of operations
by 20-30%; increased operational productivity
by 45%; and improved its conformity collateral
rate by 90% in the area of credit risk.
Intelligent Operations | Banking Industry View

Copyright © 2021 Accenture. All rights reserved. 19
Intelligent Operations | Banking Industry View Copyright © 2021 Accenture. All rights reserved. 19
Banks can lower costs, increase
resilience and take the customer
experience to the next level with
intelligent operations.
It’s about reaching future-ready
operational maturity to choose
smarter, act faster and win sooner.
The choice to change

Intelligent Operations | Banking Industry View Copyright © 2021 Accenture. All rights reserved. 20
Learn more at: Accenture.com/FutureReadyBanking
Think Scale Put
Enhance Foster Build
big and
go beyond
incremental
change because
digital maturity
in operations
can be a key
profit driver
automation,
analytics, AI
and integrated
solutions with
leading
practices
a cloud
infrastructure
at the heart
intuition with
the highest-
quality, diverse
data
a specialized
human+machine
workforce
complementary
third-party and
ecosystem
relationships
Now is the time to make your move to intelligent operations. Here’s how:
Intelligent Operations | Banking Industry View

Intelligent Operations | Banking Industry View
Appendix
Four levels of operations maturity:
Predictive
Concentrate mostly
on core process
improvements and on
improving quality and
compliance controls.
Stable
Future-ready
Efficient
More productive, they
incorporate tested
methods, such as Lean
Six Sigma and process
standardization and
deploy automation
technologies.
Focus on how automation
can support and augment
human ingenuity. They
deploy technologies and
leading practices with
that goal in mind.
See increased efficiency
and profitability, improved
stakeholder experiences and
better business outcomes.
They are more agile and
resilient than others.

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