2023年全球银行客户调查报告.docx

accentureGlobalBankingConsumerStudyReignitehumanconnectionstodiscoverhiddenvalueIntroductionPowerfulforcescreateanurgentneedtoactItishardtoimagineatimebeforetelevision.Althoughmanynowconsumecontentthroughsmartphonesandtablets,theTVsethasfordecadesbeentheprimarydevicethroughwhichmanyobtainednewsandwatchedtheirfavoriteprograms.But it wasn,t always this way.ln 1950, just 9%of US households had a TV set.Five years later,a staggering 65%did.And five years after that,adoption reached 87%.Uptakerocketedbecauseaseriesofimportantdevelopmentsoccurredatthesametime:advancesintransmissionandvisualdisplaytechnology;thecreationoftechnicalstandardsthatmeantdifferentnetworkscouldbeviewedonasingledevice;andarapidlyincreasingappetitefornewsandentertainmentpresentedvisuallyThiscreatedanimmenseopportunityfornetworks,devicemanufacturersandadvertisers.Byseizingthemomentandactingdecisively,manycreatedlarge,successfulbusinesses.Today,bankingexecutivescanlearnalotfromthisperiod.Asintheearlydaysoftelevision,avarietyoffactorsarecombiningtocreatetheneedforanew,outside-inviewoftheindustry.Opportunitiesaboundforbanksthatcanexploretheartofthepossibleandreinventtheirenterprisetoincreasetheirrelevancetocustomersandsetanewperformancefrontierforallaspectsoftheorganization.Emergingtechnologiesaremakingitpossibleforbankstostrengthentheirdigitalcorebyleveragingthepowerofcloud,dataandAlthroughaninteroperablesetofsystemsacrosstheenterprise.Astrongdigitalcoreallowscompaniestodevelopnewcapabilitiesatspeed,trynewthings,andfailfastwhenneeded.Technology1onceviewedasthedisruptor,isnowanenabler,helpingbankstoenhanceemployeeproductivity,transformcoststructures,engagewithcustomersinnovelways,anddevelopcompletelynewpropositions.Thistechnologicalrevolutionisjustthefirstoffourmajordevelopmentsthatareshapingbankingtodayandcreatinganimperativeforbankstoreinventtheirbusinessandoperatingmodels.4ShiftingcustomerpreferencesAdvancedtechnologyisnowavailabletoall2RapidlyrisinginterestratesrevealfrailtiesThechangingfaceofcompetitionAdvancedtechnologyisnowavailabletoallBanksinvested$124billiongloballyinnewITin2021,a24%increasecomparedto20191.Thelatestbreakthroughscreatefreshopportunities.JustthinkofthemetaverseandgenerativeAl,thetechnologybehindChatGPTandsimilarchatbots.Thesecutting-edgetechnologiesholdenormouspotentialforbanking,particularlyinrevolutionizingthecustomerexperience.GenerativeAl,forexample,couldenhancedigitalinteractionsbymakingimpersonalcustomercareconversationsmuchmorehuman-likeandeffective.Critically,theaccessibilityandaffordabilityoftechnologiessuchasAlandmachinelearning(ML)havebeenimprovedbytheavailabilityofAPIs,whichallowbusinessesofallsizestoutilizepre-trainedmodels.GlobalBankingConsumerStudyRapidlyrisinginterestratesrevealfrailtiesItisacommonperception:asnightfollowsday,bankingprofitsincreaseasinterestratesrise.So,aftera450bpssurgeinUSFederalReserveratesanda350bpshikeinEuropeanCentralBankratessinceFebruary2022,manythoughtbankswereinluck.Butarethey?Mostbanksthathadreleasedtheir2022resultsatthetimeofwritingthisreportshowedadouble-digitincreaseinnetinterestincome(NII).Yetasrecenteventsshowed,arapidriseinratescanexposefundamentalweaknessesamongsomebanks.Indeed,higherinterestratescanhavenegativeimplications,whicharealreadymaterializinginsomemarkets.Forexample,theycansloweconomicgrowth,lowerdemandfornewcredit,causesomebankstoincreaseprovisioningforloanIossesjeducethevalueoftheirsecuritiesportfolio,andresultindepositoutflowsthatputthebank'sliquidityatrisk.Inaddition,fundingcostsmightincreaseasbankstrytoavoiddepositoutflowsorwhencentralbanksstarttocutinterestratesandbanksneedfundingtoissuenewloans.Historyandrecentdevelopmentshaveshownthattheconsequencesofanyofthesefactorscouldaffectbanksveryquickly.Thosethatlookonlyatthepositiveeffectsofinterestrateincreasesmayfailtorespondswiftlywhencircumstancesshift.OOThechangingfaceofcompetitionAmajorfactorisatplaythatwasnotpresentduringpreviousperiodsofrisinginterestrates:stiffcompetitionfromdigital-onlybanksandbusinessesthattraditionallyoperatedoutsideoffinancialservices.ExamplesincludeAppleandSingapore-basedsuper-appproviderGrab,whichhavemadesignificantstridesintobankinginrecentyears.AccentureresearchindicatesthattheshareofrevenueoftraditionalbankingproductssuchasautoIendingtConsumerfinanceandmortgagesthataresoldthroughnon-bankingchannelswillincreasebythreetofivepercentagepointsby20252.Thisisasignificantdeparturefromthepast10-15years,whenbanksprimarilycompetedwithotherbanksthroughlong-establishedchannelsAsaresult,non-traditionalfinancialservicesbusinesseswillincreasetheirshareoforiginationandrecurringfeesaswellasinterestincomeastheychipawayatbanks'revenueandputpressureontheirmargins.Somenewmarketentrantsmightevenlaunchtheirownfinancialservicesproducts,completelycircumventingtraditionalbanks.Whetherbankspartnerordirectlycompetewithnewentr