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Top Trends in Commercial Banking: 2021

The uncertainty of 2020 is setting the global tone for the immediate future in the financial services industry. So it is no surprise banks are laser-focused on business resilience, emphasizing both financial and operational risks. The need to adapt quickly to new normal conditions through virtual customer engagement is clear.

Customer centricity continues to drive commercial banks’ solution designs. And, the pandemic compelled products that deliver immediate client value ‒ quick digital onboarding, seamless lending, and support for small and medium-sized enterprises (SMEs). The onus is now on banks to go to market more quickly, which requires the implementation of intelligent processes and integrating corporates’ enterprise resource planning (ERP) systems with banking workflows.

To achieve go-to-market agility, banks across the globe are investing in and collaborating with FinTechs. Many of these partnerships are focused on boosting digital lending and providing seamless support to anxious small-business clients in need of assurance.

With newfound impetus for FinTech collaboration, commercial banks have picked up their step on the path toward OpenX. COVID-19 made it evident that survival during turbulence is manageable through collaboration with ecosystem players.

Read our Top Trends in Commercial Banking 2021 report to explore the strategies banks are adapting to transform their businesses from a product-led, siloed model to an experiential and agile plan.

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Top Trends in Commercial Banking: 2021

  1. 1. Top Trends in Commercial Banking: 2021 November 2020 Link: https://www.capgemini.com/top-trends-in-2020/
  2. 2. 2© Capgemini 2020. All rights reserved |Commercial Banking Trends 2021 | December 2020  FinTech investment propels digital business lending amid the pandemic  Banks identify new ways of doing business to continue seamless customer support  Value Added Services will be critical for banks seeking to meet customer expectations  Banks leverage Open X to create an experiential and agile business model  Commercial banks help clients integrate banking within the corporate workflow  Sparked by COVID-19 parameters, banks transform and drive customer experience to new heights  Banks use cognitive technologies to strengthen credit risk management  Incumbent banks rethink their existing business model thanks to the arrival of tech players in the small- and medium-enterprise segment. Business Resilience Customer Centricity Intelligent Processes Go-To-Market Agility Open Ecosystem Top Trends in Commercial banking for 2021 by Capgemini
  3. 3. 3© Capgemini 2020. All rights reserved |Commercial Banking Trends 2021 | December 2020 Source: Capgemini Financial Services Analysis, 2020. Trend 1 – Banks integrate banking applications within clients’ enterprise resource planning (ERP) systems Benefits of banking-ERP systems integration Convenient, secure transactions Real-time data and business insights Better visibility into finances for decision making Optimal use of human resources Improved standardization and fewer errors Top Trends in Commercial banking for 2021 by Capgemini Integration of bank/ERP systems enables corporations to manage banking and payment transactions internally without logging into multiple platforms for different functions. Through integration, banks can help corporate clients automate and streamline finance and treasury processes for smoother data exchange and financial services delivery at the point of need
  4. 4. 4© Capgemini 2020. All rights reserved |Commercial Banking Trends 2021 | December 2020 Source: Capgemini Financial Services Analysis, 2020. Trend 2 – Banks use cognitive technologies to strengthen credit risk management Corporate clients’ uncertain credit risk evaluations during COVID-19 are driving banks to shift quickly to cognitive technologies Drivers of cognitive technologies in credit risk management Improves fraud detection More accurate creditworthiness evaluation Less investment compared with manual analysis Helps overcome potential human error Reduces risk assessment time Lowers commercial loan default probability risk Top Trends in Commercial banking for 2021 by Capgemini
  5. 5. 5© Capgemini 2020. All rights reserved |Commercial Banking Trends 2021 | December 2020 5© Capgemini 2020. All rights reserved | Revamping legacy business models through product innovation will help commercial banks address the evolving expectations of small- to medium enterprises End-to-end digitalization needed Competition from FinTechs heats up Contactless and swift solutions for SMEs SME expectations expand Why revamp existing models? Top Trends in Commercial banking for 2021 by Capgemini Trend 3 – As FinTechs cater to SMEs, incumbents rethink their existing business models Source: Capgemini Financial Services Analysis, 2020.
  6. 6. 6© Capgemini 2020. All rights reserved |Commercial Banking Trends 2021 | December 2020 Superior CX Advanced architecture Digital Transformation/Innovation Quicker, cost-effective and more efficient solutions for commercial clients Robust ecosystem End-to-end digital experience Extended range of products and services Top Trends in Commercial banking for 2021 by Capgemini Banks transform CX with a focus on digital Trend 4 - Digital transformation is critical for firms seeking to enhance customer experience Source: Capgemini Financial Services Analysis, 2020.
  7. 7. 7© Capgemini 2020. All rights reserved |Commercial Banking Trends 2021 | December 2020 What’s driving digital lending platforms? Smart device use up Advancement in new technologies Competition from non-traditional players Regulatory pressures Increase in financial stimulus Top Trends in Commercial banking for 2021 by Capgemini Trend 5 – FinTech investment propels digital business lending amid the pandemic Source: Capgemini Financial Services Analysis, 2020.
  8. 8. 8© Capgemini 2020. All rights reserved |Commercial Banking Trends 2021 | December 2020 Seamless Customer Experience Personalized offerings to boost customer stickiness New digital touchpoints Agility through platformification Top Trends in Commercial banking for 2021 by Capgemini Trend 6 – Banks identify new ways of doing business to continue seamless customer support Source: Capgemini Financial Services Analysis, 2020.
  9. 9. 9© Capgemini 2020. All rights reserved |Commercial Banking Trends 2021 | December 2020 One-stop shop for comprehensive suite of offerings New revenue streams Boost customer loyalty Integrated ecosystem (marketplace) Top Trends in Commercial banking for 2021 by Capgemini Banks need value-added services to meet the expectations of small-business clients Trend 7 – To meet client expectations, Value Added Services will be critical for banks Source: Capgemini Financial Services Analysis, 2020.
  10. 10. 10© Capgemini 2020. All rights reserved |Commercial Banking Trends 2021 | December 2020 Quick go-to-market at scale Reach a wider customer base Create customer-specific product offerings Innovate customer communication processes Automate back-end processes and achieve cost efficiencies Open X Collaboration Top Trends in Commercial banking for 2021 by Capgemini Commercial banks are turning to Open X to create an experiential and agile business model Trend 8 – Open X collaboration can help banks build capabilities more quickly Source: Capgemini Financial Services Analysis, 2020.
  11. 11. 11© Capgemini 2020. All rights reserved |Commercial Banking Trends 2021 | December 2020 Capgemini is a global leader in consulting, digital transformation, technology and engineering services. The Group is at the forefront of innovation to address the entire breadth of clients’ opportunities in the evolving world of cloud, digital and platforms. Building on its strong 50-year+ heritage and deep industry-specific expertise, Capgemini enables organizations to realize their business ambitions through an array of services from strategy to operations. Capgemini is driven by the conviction that the business value of technology comes from and through people. Today, it is a multicultural company of 270,000 team members in almost 50 countries. With Altran, the Group reported 2019 combined revenues of €17billion. About Capgemini Learn more about us at www.capgemini.com This message contains information that may be privileged or confidential and is the property of the Capgemini Group. Copyright© 2020 Capgemini. All rights reserved. People matter, results count.

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