RETAIL BANKING

Client insights and CGI perspectives on digital transformation

2017 CGI Client Global Insights

© 2017 CGI Group Inc. All rights reserved.

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2017 CGI Client Global Insights

Each year, CGI’s executives and local leaders meet face-to-face with business and IT leaders to hear their perspectives on the trends affecting their organizations and the implications for their business.

We conducted 200 in-person interviews with banking clients

Percentage of interviews covered by CGI’s major regions

United States18%

United Kingdom7%

Nordics12%

France16%

Eastern, Central and Southern Europe24%

Asia Pacific1%

Canada22%

3 lines of business• Retail banking (115) • Capital markets (56) • Corporate and transaction banking (29)

43%business leaders

57%IT leaders

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2017 CGI Client Global Insights

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The client insights indicate that the prevalence of digital technology is increasing demands from customers, competitors and regulators.

Top 2017 trends in retail banking with 2016 comparison

79%Mounting

regulation and security

standards

54%

78%Omni-channel demand for personalized

services

63%

73%Highly

competitive and evolving open

banking market

64%

71%Growing threat of cyber and

other financial crimes

41%

64%Increasing adoption of digital as

primary channel

53%

62%Digital transformation

demands straining legacy banking infrastructure

7%Potential impact

of emerging technologies (e.g., artificial

intelligence, automation, blockchain)

5%Impact of industry

standards, real-time payments 

and payment regulations

Looking ahead, executives cite the following as their top emerging trends.

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2017 CGI Client Global Insights

Now Within 3 years

Process automation 72% 76%

Omni-channel customer management 69% 69%

Agile IT delivery and infrastructure 67% 68%

Predictive analytics, including artificial intelligence and cognitive computing 65% 74%

Securing the bank and its customers 64% 68%

Payments modernization 53% 59%

FinTech partnerships and open API banking 41% 54%

Top investment areas highlight focus areas for client innovation.

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2017 CGI Client Global Insights

Retail banking business and IT leaders interviewed align on meeting customer demands for digital channels and protecting the business.

Rank Top business priorities Top IT priorities

1 Improve end-to-end customer experience to increase loyalty and drive revenue 80%

Automate business processes to deliver a better end-to-end customer experience and reduce operational costs 78%

2 Accelerate customer-facing digital transformation programs 80% Safeguard the bank 77%

3 Protect the bank and customers from regulatory risk and financial crime 69% Deliver customer-facing digital transformation 74%

4 Fund new banking models by reducing legacy run rates and increasing efficiency 60% Drive legacy modernization 70%

5 Acquire digital talent and change the culture 58% Build platforms and capabilities to drive actionable insight from data 69%

As digital technologies shape customer and citizen expectations, client executives are positioning their organizations ahead of these changes. Learn more about their insights and our perspectives.

Contact us to schedule a discussion.cgi.com/globalinsights | info@cgi.com

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