Banks have a unique opportunity to transform into everyday banks by leveraging digital technology to enhance customer experience, as 50% of interactions are digital-driven. By positioning themselves at the center of customers' lives and creating a dynamic ecosystem with partners, banks can offer tailored services and improve customer engagement while maximizing operating income. Those who adapt risk losing up to 30 percentage points in revenue, highlighting the critical need for banks to implement efficient, technology-driven processes.

1. Banks now
have a oncein-a-lifetime
opportunity
to reinvent
themselves
as
The
Everyday
Bank
50%
Digital is driving a
customer experience revolution
Companies like Google, Amazon, Facebook
and Apple have reframed customer
behaviors and attitudes:
Banks can fill
a new strategic role,
designed for the digital era
250%
80%
Provide an intelligent and
meaningful experience
Drive up to
increase in customer
interactions
will go 5-10
minutes out of
their way for a
better price
prefer online
ratings to
advice from
store employees
Human
touch
Customer Interactions
64%
see shopping as
an experience
Wearable
indispensable
Everyday Bank
Ecosystem Model
Omni-channel/
omni-present
Everyday Traditional
Bank
Bank
Build a digital village, leveraging
a nucleus of partners/providers
• SMEs, merchants, suppliers, etc.
Position bank at the center
of customers’ everyday lives
• Ready to fulfill all life needs,
FS & non-FS, as they arise
Bundle dynamically-priced
experiences in real-time
• Create compelling—and
“sticky”—customer experience
Ecosystem creates new roles and
new opportunities for banks
Facilitate
Access
to FS and non-FS
partners
Ecosystem benefits
all stakeholders
Aggregate
Value
through real-time,
dynamically-priced
offerings
Customers
Better experience, more engaged
Provide Advice
Banks
with specific, targeted
buying suggestions
Deeper customer relationships,
new profit pools
Ecosystem partners
Higher sales volume, access to
broader set of customers
Other players (retailers, telcos, etc.)
Opportunity to bundle,
new customer pools
Banks must tune their
“engine” for the digital age
Develop a platform—architecture,
technology, factories—for assembling and
launching new context-based offerings
•
•
•
•
•
Real-time
Able to price dynamically
Open to 3rd-party components
Secure and agile
Low cost to serve
Highly automated front and
back office processes will bring
speed, efficiency and scalability
up to
$
up to
80%
35%
reduced backoffice effort
up to
up to
reduced time
to market
increased operating
income
reduced managed
applications
portfolio
50% 70%
A
mission-critical
decision for banks
With up to 30 percentage points of
revenues at risk, banks who become an
Everyday Bank can expect an overall
difference of 50 percentage points in
operating income versus those who do not.
Revenues
at Risk
Efficiency
Gains
+
Additional
Revenue
© 2014 Accenture All rights reserved.
= 50pp
Accenture can help banks
navigate this complex journey
with a unique set of solutions—
skills, assets and capabilities—
honed through our own
transformation to Digital.
Contact your Client Account
Lead to start the conversation.
To learn more visit:
www.accenture.com/
everydaybank