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RETAIL
BANKING
TRENDS 2022
Top Retail Banking Trends 2022 2
Company Confidential © Capgemini 2021. All rights reserved |
TOP RETAIL BANKING TRENDS 2022 – PRIORITY MATRIX
Market disruption
1 The blurring lines between Super FinTechs and banks
2 Banks double down on cost transformation to improve financial health
Creating & enabling new value
3 Banking-as-a-Service can unlock latent market potential
4 Banking on the cloud to unlock new value frontiers
5 The power behind experiential Banking 4.X era: emerging data ecosystems
6
Frontrunners will build digital-only subsidiaries to remain relevant and resilient in
the FinTech era
Enterprise security and sustainability
7 Cybersecurity is becoming a competitive differentiator for banks
8 Banks to step up their transition to become planet-centric enterprises
New horizons/industry evolution
9 5G projects and exploration to pick up speed
10 DeFi-ning the next banking evolution
Relative
priority
of
adoption
(2022)
Business impact (2022)
Medium
High
Significant
Medium High Significant
9 6
10
3
2 4 5
8
7
1
Top Retail Banking Trends 2022 3
Company Confidential © Capgemini 2021. All rights reserved |
THE BLURRING LINES BETWEEN SUPER FINTECHS AND BANKS
Super FinTechs are reshaping the
FS industry by disrupting three
things dear to incumbents: market
share, margins, and customer base.
Mobile app
Multi-currency card
Revolut premium
Revolut business
Cryptocurrencies
Euro IBAN account
Travel insurance
Revolut Metal
Vaults
Open API
App store
Stock trading
Donations
Rewards
Commodities
Revolut junior
Savings Vault
2015 2016 2017 2018 2019 2020
Mobile app
Multi-currency card
Mobile app
Multi-currency card
Mobile app
Multi-currency card
Revolut premium
Revolut business
Cryptocurrencies
Euro IBAN account
Mobile app
Multi-currency card
Revolut premium
Revolut business
Cryptocurrencies
Euro IBAN account
Travel insurance
Revolut Metal
Vaults
Open API
App store
Mobile app
Multi-currency card
Revolut premium
Revolut business
Cryptocurrencies
Euro IBAN account
Travel insurance
Revolut Metal
Vaults
Open API
App store
Stock trading
Donations
Rewards
0.1 million
0.6 million
2 million
6 million
12 million
Business products
Retail products New product/service
Top Trends in Retail Banking for 2022 by Capgemini
Top Retail Banking Trends 2022 4
Company Confidential © Capgemini 2021. All rights reserved |
BANKS DOUBLE DOWN ON COST TRANSFORMATION TO IMPROVE
FINANCIAL HEALTH
With the Banking 4.X era on
the horizon, financial
institutions must focus on
efficiency and productivity.
Banks are re-assessing their
cost base as a hedge
against uncertainties.
Rethinking IT spending
priorities
Restructuring banking
operations
Close
branches
Reduce
discretionary
spending
Scale down
non-performing
business lines
Optimize
workforce
costs
Exit
non-
profitable
geographies
43%
51%
61%
Postpone
large digital
transformation
initiatives
34%
67%
Decrease
IT budget for
maintenance
39%
Outsource
mid- and
back-office
activities
45%
Reduce
IT budget
for new
initiatives
32%
61%
Top Trends in Retail Banking for 2022 by Capgemini
Top Retail Banking Trends 2022 5
Company Confidential © Capgemini 2021. All rights reserved |
BANKING-AS-A-SERVICE CAN UNLOCK LATENT MARKET POTENTIAL
Embracing the BaaS platform approach will
allow banks to leverage ecosystem capabilities
to create and tap new value streams. Banks
with a BaaS platform are well-positioned to
harvest value from the burgeoning embedded
finance market – an addressable market worth
more than USD7 trillion by 2030
Traditional banks
% of executives in
agreement with the
benefits realized
Innovate and
create new
banking
products and
services
Expand customer
base
Reduce
distribution &
customer
acquisition costs
Gather new data
about customers
Diversify
revenue
sources
80%
77%
69%
74%
70%
Top Trends in Retail Banking for 2022 by Capgemini
Top Retail Banking Trends 2022 6
Company Confidential © Capgemini 2021. All rights reserved |
BANKING ON THE CLOUD TO UNLOCK NEW VALUE FRONTIERS
Cloud computing is enabling banks to embrace the NEW and decode the NEXT evolution of banking – Banking 4.X. Cloud
deployments are financially efficient, enabling substantial savings while allowing organizations to benefit from new functionalities
in terms of innovation and time to market for products and services.
improved productivity
Free the workforce to spend more time
on value-adding tasks
robust business continuity
management
Maintain high service-level adherence
and stable straight-through processing
Cloud transformation
benefits:
banking executive
view
72%
60%
reduced Total Cost of
Ownership (TCO)
Switch to OPEX from CAPEX
model with cloud migration
75% of executives
believe
simplified operations
Decouple banks legacy IT with
modern cloud-based applications
72%of executives say
elastic environment
On-demand scalability of technology,
processes, and capabilities
66% of executives
highlight
of executives state
faster innovation
Reduced time to market, efficient
integration with third parties and
access to new technologies
79% of executives
mention
of executives state
Top Trends in Retail Banking for 2022 by Capgemini
Top Retail Banking Trends 2022 7
Company Confidential © Capgemini 2021. All rights reserved |
THE POWER BEHIND EXPERIENTIAL BANKING 4.X: EMERGING DATA
ECOSYSTEMS
Firms that engage in data
ecosystems will be future
frontrunners by offering
customers contextual and
lifestyle banking
experiences. Banks are
awash with data but will
leverage its value only by
assimilating it within the
value chain. Data
ecosystems offer firms
(banking and non-FS) an
unprecedented opportunity
to collaboratively share and
manage information to
create significantly greater
value than they could
develop unilaterally.
15.1%
13.9% 13.7%
11.8% 11.4%
10.8%
14.9%
13.5% 13.6%
11.8% 11.9%
11.3%
Improved customer
satisfaction
(e.g. increase in
NPS)
Improved productivity Faster speed to
market
Reduced risks Faster innovation Cost reduction
Benefits realized by engaging in data ecosystem in the last 2-3 years
Top Trends in Retail Banking for 2022 by Capgemini
Top Retail Banking Trends 2022 8
Company Confidential © Capgemini 2021. All rights reserved |
FRONTRUNNERS WILL BUILD DIGITAL-ONLY SUBSIDIARIES TO REMAIN
RELEVANT AND RESILIENT IN THE FINTECH ERA
To deliver fast, economical, and experiential FinTech-inspired digital journeys, traditional banks are launching digital-only
subsidiaries. With digital-only subsidiaries at their side, incumbents can consolidate their market position and fortify their value
streams against emerging competition from new-age players.
Makes adopting emerging
technologies easier, faster
Personalized services through
better use of data enabled
by modern core
57%
Increased agility to meet
changing customer demands
Ubiquitous banking
(anytime, anywhere)
50% Faster speed to market
for products and innovations 56%
52% Easier to collaborate
with ecosystem players 55%
63%
Top Trends in Retail Banking for 2022 by Capgemini
Top Retail Banking Trends 2022 9
Company Confidential © Capgemini 2021. All rights reserved |
CYBERSECURITY IS BECOMING A COMPETITIVE DIFFERENTIATOR FOR
BANKS
Improves
security
Enhances
CX
Ensures
compliance
Drives
efficiency
Promotes
agility
Stay on top of
the evolving
regulatory
landscape
Intelligent and automated
customer authentication with
reduced time and effort.
Bridge the gap by integrating
legacy and disparate IT systems
with new digital capabilities.
The right people have right
access to the right information
Fortify customer trust
with improved UX
Top Trends in Retail Banking for 2022 by Capgemini
Intelligent Identity and Access
Management (IAM) solutions
becoming the foundation for
experiential digital banking services.
It improves and enhances CX by
providing seamless, omnichannel
access for all applications with one
secure identity, rather than requiring
separate credentials for each
service. Moreover, modern IAM
solutions with intelligent capabilities
(AI and ML) also speed up customer
onboarding by automating critical
customer journey processes
Top Retail Banking Trends 2022 10
Company Confidential © Capgemini 2021. All rights reserved |
BANKS TO STEP UP THEIR TRANSITION TO BECOME PLANET-CENTRIC
ENTERPRISES
Banks are progressing from
greenwashing to comprehensive
sustainable business strategies with
equal focus on the environment as well
as social responsibility. Banks that
prioritize transition towards green and
sustainable business operations are more
resilient to market disruption and could
recover faster from a crisis.
ESTABLISH
RESPONSIBLE
OPERATIONS
AND
PROCESSES
ENGAGE
STAKEHOLDERS
DEFINE/ASSERT
THE STRATEGY
AND
TRANSFORMATION
PLAN
CREATE NEW
PRODUCTS
AND SERVICES
ADOPT
GREEN IT
PRACTICES
MEASURE
SUSTAINABILITY
PROGRESS
Top Trends in Retail Banking for 2022 by Capgemini
Top Retail Banking Trends 2022 11
Company Confidential © Capgemini 2021. All rights reserved |
EXPECT 5G PILOT PROJECTS AND EXPLORATION TO PICK UP SPEED
5G will power the new age of hyper-
connectivity featuring real-time
banking and instant customer
gratification. By complementing 5G
technology with edge computing,
data processing could be brought
closer to data sources, i.e., devices
and customers.
Fraud
detection
and security 5G
Smart
branches
AR/VR in products
and services
Pop-up mobile
branches
Enabling IoT, and
edge computing
Top Trends in Retail Banking for 2022 by Capgemini
Top Retail Banking Trends 2022 12
Company Confidential © Capgemini 2021. All rights reserved |
DEFI – NING THE NEXT BANKING EVOLUTION
Traditional banks must overcome their state of
inertia to collaborate and develop Decentralized
Finance (DeFi) propositions anchored to a robust
compliance framework. DeFi holds the promise and
the potential to overhaul conventional
inefficiencies. The adoption by incumbents could
unlock new value frontiers over the long term.
Greater
accessibility
Puts idle
capital
to work
Capital
efficient
financial
system
Composable
and
interoperable
Increased
transparency
Top Trends in Retail Banking for 2022 by Capgemini
This presentation contains information that may be privileged or confidential
and is the property of the Capgemini Group.
Copyright © 2021 Capgemini. All rights reserved.
Capgemini is a global leader in partnering with companies to transform and manage their
business by harnessing the power of technology. The Group is guided everyday by its purpose of
unleashing human energy through technology for an inclusive and sustainable future. It is a
responsible and diverse organization of 270,000 team members in nearly 50 countries. With its
strong 50 year heritage and deep industry expertise, Capgemini is trusted by its clients to
address the entire breadth of their business needs, from strategy and design to operations,
fuelled by the fast evolving and innovative world of cloud, data, AI, connectivity, software,
digital engineering and platforms. The Group reported in 2020 global revenues of €16 billion.
About Capgemini Elias Ghanem
Global Head of Financial Services
Market IntelligenceCapgemini
elias.ghanem@capgemini.com
Chirag Thakral
Deputy Head of Financial Services
Market Intelligence teamCapgemini
chirag.thakral@capgemini.com
Vivek Singh
Banking and Capital Markets Leader,
Global FS Market Intelligence
vivek-kumar.singh@capgemini.com
Vaibhav Pandey
Manager, Retail Banking and FinTech
Market Intelligence, Financial Services
vaibhav.a.pandey@capgemini.com
Get the Future You Want | www.capgemini.com

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Retail Banking Trends book 2022

  • 2. Top Retail Banking Trends 2022 2 Company Confidential © Capgemini 2021. All rights reserved | TOP RETAIL BANKING TRENDS 2022 – PRIORITY MATRIX Market disruption 1 The blurring lines between Super FinTechs and banks 2 Banks double down on cost transformation to improve financial health Creating & enabling new value 3 Banking-as-a-Service can unlock latent market potential 4 Banking on the cloud to unlock new value frontiers 5 The power behind experiential Banking 4.X era: emerging data ecosystems 6 Frontrunners will build digital-only subsidiaries to remain relevant and resilient in the FinTech era Enterprise security and sustainability 7 Cybersecurity is becoming a competitive differentiator for banks 8 Banks to step up their transition to become planet-centric enterprises New horizons/industry evolution 9 5G projects and exploration to pick up speed 10 DeFi-ning the next banking evolution Relative priority of adoption (2022) Business impact (2022) Medium High Significant Medium High Significant 9 6 10 3 2 4 5 8 7 1
  • 3. Top Retail Banking Trends 2022 3 Company Confidential © Capgemini 2021. All rights reserved | THE BLURRING LINES BETWEEN SUPER FINTECHS AND BANKS Super FinTechs are reshaping the FS industry by disrupting three things dear to incumbents: market share, margins, and customer base. Mobile app Multi-currency card Revolut premium Revolut business Cryptocurrencies Euro IBAN account Travel insurance Revolut Metal Vaults Open API App store Stock trading Donations Rewards Commodities Revolut junior Savings Vault 2015 2016 2017 2018 2019 2020 Mobile app Multi-currency card Mobile app Multi-currency card Mobile app Multi-currency card Revolut premium Revolut business Cryptocurrencies Euro IBAN account Mobile app Multi-currency card Revolut premium Revolut business Cryptocurrencies Euro IBAN account Travel insurance Revolut Metal Vaults Open API App store Mobile app Multi-currency card Revolut premium Revolut business Cryptocurrencies Euro IBAN account Travel insurance Revolut Metal Vaults Open API App store Stock trading Donations Rewards 0.1 million 0.6 million 2 million 6 million 12 million Business products Retail products New product/service Top Trends in Retail Banking for 2022 by Capgemini
  • 4. Top Retail Banking Trends 2022 4 Company Confidential © Capgemini 2021. All rights reserved | BANKS DOUBLE DOWN ON COST TRANSFORMATION TO IMPROVE FINANCIAL HEALTH With the Banking 4.X era on the horizon, financial institutions must focus on efficiency and productivity. Banks are re-assessing their cost base as a hedge against uncertainties. Rethinking IT spending priorities Restructuring banking operations Close branches Reduce discretionary spending Scale down non-performing business lines Optimize workforce costs Exit non- profitable geographies 43% 51% 61% Postpone large digital transformation initiatives 34% 67% Decrease IT budget for maintenance 39% Outsource mid- and back-office activities 45% Reduce IT budget for new initiatives 32% 61% Top Trends in Retail Banking for 2022 by Capgemini
  • 5. Top Retail Banking Trends 2022 5 Company Confidential © Capgemini 2021. All rights reserved | BANKING-AS-A-SERVICE CAN UNLOCK LATENT MARKET POTENTIAL Embracing the BaaS platform approach will allow banks to leverage ecosystem capabilities to create and tap new value streams. Banks with a BaaS platform are well-positioned to harvest value from the burgeoning embedded finance market – an addressable market worth more than USD7 trillion by 2030 Traditional banks % of executives in agreement with the benefits realized Innovate and create new banking products and services Expand customer base Reduce distribution & customer acquisition costs Gather new data about customers Diversify revenue sources 80% 77% 69% 74% 70% Top Trends in Retail Banking for 2022 by Capgemini
  • 6. Top Retail Banking Trends 2022 6 Company Confidential © Capgemini 2021. All rights reserved | BANKING ON THE CLOUD TO UNLOCK NEW VALUE FRONTIERS Cloud computing is enabling banks to embrace the NEW and decode the NEXT evolution of banking – Banking 4.X. Cloud deployments are financially efficient, enabling substantial savings while allowing organizations to benefit from new functionalities in terms of innovation and time to market for products and services. improved productivity Free the workforce to spend more time on value-adding tasks robust business continuity management Maintain high service-level adherence and stable straight-through processing Cloud transformation benefits: banking executive view 72% 60% reduced Total Cost of Ownership (TCO) Switch to OPEX from CAPEX model with cloud migration 75% of executives believe simplified operations Decouple banks legacy IT with modern cloud-based applications 72%of executives say elastic environment On-demand scalability of technology, processes, and capabilities 66% of executives highlight of executives state faster innovation Reduced time to market, efficient integration with third parties and access to new technologies 79% of executives mention of executives state Top Trends in Retail Banking for 2022 by Capgemini
  • 7. Top Retail Banking Trends 2022 7 Company Confidential © Capgemini 2021. All rights reserved | THE POWER BEHIND EXPERIENTIAL BANKING 4.X: EMERGING DATA ECOSYSTEMS Firms that engage in data ecosystems will be future frontrunners by offering customers contextual and lifestyle banking experiences. Banks are awash with data but will leverage its value only by assimilating it within the value chain. Data ecosystems offer firms (banking and non-FS) an unprecedented opportunity to collaboratively share and manage information to create significantly greater value than they could develop unilaterally. 15.1% 13.9% 13.7% 11.8% 11.4% 10.8% 14.9% 13.5% 13.6% 11.8% 11.9% 11.3% Improved customer satisfaction (e.g. increase in NPS) Improved productivity Faster speed to market Reduced risks Faster innovation Cost reduction Benefits realized by engaging in data ecosystem in the last 2-3 years Top Trends in Retail Banking for 2022 by Capgemini
  • 8. Top Retail Banking Trends 2022 8 Company Confidential © Capgemini 2021. All rights reserved | FRONTRUNNERS WILL BUILD DIGITAL-ONLY SUBSIDIARIES TO REMAIN RELEVANT AND RESILIENT IN THE FINTECH ERA To deliver fast, economical, and experiential FinTech-inspired digital journeys, traditional banks are launching digital-only subsidiaries. With digital-only subsidiaries at their side, incumbents can consolidate their market position and fortify their value streams against emerging competition from new-age players. Makes adopting emerging technologies easier, faster Personalized services through better use of data enabled by modern core 57% Increased agility to meet changing customer demands Ubiquitous banking (anytime, anywhere) 50% Faster speed to market for products and innovations 56% 52% Easier to collaborate with ecosystem players 55% 63% Top Trends in Retail Banking for 2022 by Capgemini
  • 9. Top Retail Banking Trends 2022 9 Company Confidential © Capgemini 2021. All rights reserved | CYBERSECURITY IS BECOMING A COMPETITIVE DIFFERENTIATOR FOR BANKS Improves security Enhances CX Ensures compliance Drives efficiency Promotes agility Stay on top of the evolving regulatory landscape Intelligent and automated customer authentication with reduced time and effort. Bridge the gap by integrating legacy and disparate IT systems with new digital capabilities. The right people have right access to the right information Fortify customer trust with improved UX Top Trends in Retail Banking for 2022 by Capgemini Intelligent Identity and Access Management (IAM) solutions becoming the foundation for experiential digital banking services. It improves and enhances CX by providing seamless, omnichannel access for all applications with one secure identity, rather than requiring separate credentials for each service. Moreover, modern IAM solutions with intelligent capabilities (AI and ML) also speed up customer onboarding by automating critical customer journey processes
  • 10. Top Retail Banking Trends 2022 10 Company Confidential © Capgemini 2021. All rights reserved | BANKS TO STEP UP THEIR TRANSITION TO BECOME PLANET-CENTRIC ENTERPRISES Banks are progressing from greenwashing to comprehensive sustainable business strategies with equal focus on the environment as well as social responsibility. Banks that prioritize transition towards green and sustainable business operations are more resilient to market disruption and could recover faster from a crisis. ESTABLISH RESPONSIBLE OPERATIONS AND PROCESSES ENGAGE STAKEHOLDERS DEFINE/ASSERT THE STRATEGY AND TRANSFORMATION PLAN CREATE NEW PRODUCTS AND SERVICES ADOPT GREEN IT PRACTICES MEASURE SUSTAINABILITY PROGRESS Top Trends in Retail Banking for 2022 by Capgemini
  • 11. Top Retail Banking Trends 2022 11 Company Confidential © Capgemini 2021. All rights reserved | EXPECT 5G PILOT PROJECTS AND EXPLORATION TO PICK UP SPEED 5G will power the new age of hyper- connectivity featuring real-time banking and instant customer gratification. By complementing 5G technology with edge computing, data processing could be brought closer to data sources, i.e., devices and customers. Fraud detection and security 5G Smart branches AR/VR in products and services Pop-up mobile branches Enabling IoT, and edge computing Top Trends in Retail Banking for 2022 by Capgemini
  • 12. Top Retail Banking Trends 2022 12 Company Confidential © Capgemini 2021. All rights reserved | DEFI – NING THE NEXT BANKING EVOLUTION Traditional banks must overcome their state of inertia to collaborate and develop Decentralized Finance (DeFi) propositions anchored to a robust compliance framework. DeFi holds the promise and the potential to overhaul conventional inefficiencies. The adoption by incumbents could unlock new value frontiers over the long term. Greater accessibility Puts idle capital to work Capital efficient financial system Composable and interoperable Increased transparency Top Trends in Retail Banking for 2022 by Capgemini
  • 13. This presentation contains information that may be privileged or confidential and is the property of the Capgemini Group. Copyright © 2021 Capgemini. All rights reserved. Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of 270,000 team members in nearly 50 countries. With its strong 50 year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fuelled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2020 global revenues of €16 billion. About Capgemini Elias Ghanem Global Head of Financial Services Market IntelligenceCapgemini elias.ghanem@capgemini.com Chirag Thakral Deputy Head of Financial Services Market Intelligence teamCapgemini chirag.thakral@capgemini.com Vivek Singh Banking and Capital Markets Leader, Global FS Market Intelligence vivek-kumar.singh@capgemini.com Vaibhav Pandey Manager, Retail Banking and FinTech Market Intelligence, Financial Services vaibhav.a.pandey@capgemini.com Get the Future You Want | www.capgemini.com

Notas do Editor

  1. https://www.freepik.com/free-photo/pay-goods-by-credit-card-through-smartphone-coffee-shop_5598712.htm#page=1&query=banking&position=3