Download - Accenture North American Digital Banking Consumer Survey 2014

The Digital Disruption in BankingDemons, demands, dividends

The Digital Disruption in BankingDemons, Demands, and Dividends

• In 2014, Accenture conducted an online survey of nearly 4,000 retail banking customers of the leading banks in the US and Canada.

• It found that customers want a bank that’s nimble and proactive, and far more digital, to be a part of their daily lives.

Copyright © 2014 Accenture All rights reserved. 2

Four key findings reveal that banks need to be more than digital—extending their role into the daily lives of their customers—or risk becoming vulnerable to new entrants.

3Copyright © 2014 Accenture All rights reserved.


Key Finding #1

27%would consider a branchless digital bank

71%


Key Finding #2

consider their banking relationship to be transactional rather than relationship driven

want their bank to proactively recommend products and services for their financial needs


Key Finding #3

51%


Key Finding #4

are interested in real-time and forward-looking spending analysis

48%

Millennials: A new breed of banking customers


Are highly connected, with an always-on mentality.

94%are active users of

online banking, 72% are active users of mobile banking, and 92% are active users of social media

Have higher expectations of omnichannel distribution.

67%feel the traditional

and digital experience they receive from their bank is somewhat or not at all seamless (compared to 45% for those over 55)

Embrace new entrants.

72%would be likely to

bank with non-financial services companies with which they do business (compared to 27% for those over 55)

Want help managing their finances.

67%are interested in

their bank providing tools and services that help them create and monitor a budget (compared to 31% for those over 55)

Expect their bank to be proactive.

58% are interested in

their bank proactively recommending products or services (compared to 46% for those over 55)

Responding to the Threat – Banks should advance on three fronts


1. Become truly omnichannelby seamlessly integrating the customer experience across in-branch, assisted, and digital interactions

2. Extend the ecosystem by offering a greater range of services for their customers

3. Offer digital personalized financial advice

and counseling to their customers to help them better manage their financial needs

Copyright © 2014 Accenture All rights reserved.

Read the complete survey results and view the video at:

www.accenture.com/digitalbankingsurvey2014

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About AccentureAccenture is a global management consulting, technology services and outsourcing company, with approximately 289,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$28.6 billion for the fiscal year ended Aug. 31, 2013. Its home page is www.accenture.com.

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