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Banking industry

Coping with emerging trends in retail banking 2020

Although many have predicted the doom of traditional retail banking with the rise of new entrants especially in fintech that focuses on superior customer experience, we believe that traditional banking companies still have a bright future. The emerging trends in retail banking such as AI and RPA are aimed at enhancing customer experience and matching performance with that of innovators in the banking industry. Apart from these, we can also expect several transformations in the approach and operations of banking companies. Infiniti Research has worked with dozens of banking companies across the globe and played a pivotal role in helping them to adopt agile business strategies to survive the dynamic market conditions. Based on our observations and expertise, here are some of the emerging retail banking trends that players need to be prepared for in 2020.

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Emerging trends in retail banking 2020

Emerging trends in retail banking

Reorganizing around customers rather than products or channels


In 2020, an interesting emerging trend in retail banking that we can expect to see is that banks will gradually move their focus away from products and services and begin organizing themselves around creating exceptional customer experiences. They will aim to develop the ability to view customers as a single unit by recognizing their uniqueness and tailoring offerings to suit their needs rather than being ‘pushy’ to buy banking products or avail different services.

The growth of social media

Social media is not just one of the emerging trends in retail banking, but it has become widely popular across industries. In 2020 and beyond, retail banking companies will embrace social media platforms as a primary source to connect, engage, inform, and understand their customers. It is also expected to become an important platform where customers research banking products/ services and make a purchase decision. Mastering social media capabilities will be a core competency for retail banking companies to cope with the emerging trends in retail banking.

As the pace of change is increasing in the retail banking space, companies must ensure that they are well positioned to align with the emerging trends in retail banking. Get in touch with an expert to learn how we can help you stay updated and cope with the retail banking trends.

Cybersecurity in building customer trust

Security of transactions is one of the most crucial factors that banking customers consider while choosing their banking partner. To avoid cybersecurity glitches that have occurred in the past, we can expect to see several top banking companies investing heavily into preventing cyber-attacks. This year onwards, you can expect to see leading banks develop cyber-security strategies that are aligned with their business objectives, risk-management protocols, and regulatory requirements. Since several retail banking companies lack the ability to tackle this issue, they might partner with third-parties to provide cyber-security assistance.

Two factor authorization to become common in transaction authorization

Although biometrics is believed to be unique, it can often be replicated and can result in fraud. As a result, two factor authentications will soon become mandatory and one of the most notable emerging trends in  retail banking industry. This means though retail banks will allow fingerprint or voice recognition in transaction authorization, it will remain tied to a replaceable physical device such as a smartphone.

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banking sector

What Lies Ahead for Asia’s Banking Sector?

The way in which Asian customers are exploring and changing the way they consume banking services and use digital channels for their banking needs is rapidly transforming with each passing year. The openness and agility to understand and embrace these changes will reward banking sector companies. This will be the only way incumbent banks can survive in the Asian banking sector in the long run. This article entails a brief Q&A session wherein banking industry experts at Infiniti Research answer some key questions relating to the changing banking sector landscape in Asia.

Banking sectorOver the next decade, what are some of the most disruptive factors that could transform the Asian financial service sector?

Currently, the Asian banking sector is going through a period of turmoil. The environment in Asia’s banking sector is being largely influenced by geopolitical challenges, trade wars, and other political concerns. These could prove to be the three most disruptive factors concerning Asian banking companies and which can play a significant role in the banking decision taken by companies over the next decade. However, Asia being one of the biggest and the most lucrative markets for banking growth, companies in the sector must find new ways to adapt to these unfavorable conditions.

Struggling to stay relevant amidst the fast transformations in the banking industry? Request a free proposal to know how our market intelligence solutions can help you keep a close watch on the changing market trends and make strategic moves to adapt.

What can CEOs of banking sector companies in Asia do to cope with these disruptive forces?

CEOs of banking companies in Asia must ensure that they are up-to-date with the changing market conditions. This includes the need to keep the costs at bay. Despite the margin squeeze and the pressure on volumes, companies in the banking sector must aim to discipline their costs. It is also crucial for them to strategically manage risks. This involves not only the creative risks that they take on board but, also the conduct risks. Banks also need to be aware of the increasing scrutiny that is being placed on dealing with customers. Finally, it is also necessary for CEOs must effectively manage their balance sheet and capital.

What are some of the best ways for banking companies to stay relevant in the digitally-inclined market?

In the current fast-changing banking sector, where there is an increased focus on the digital landscape, incumbent banks will need to scale up their capabilities in four critical areas. This includes digital marketing to enhance customer acquisition and engagement, value-generation through digitally active consumers, leveraging customer data efficiently to provide a differentiated proposition, and embedding banking in customers’ daily lives for seamless banking transactions.

A deeper understanding of the changing trends in the banking sector is critical for companies to adapt and provide a frictionless experience to customers. Do you find gaps in your business in effectively meeting these needs? Get in touch with a banking sector expert from Infiniti Research and tell us more about your challenge.

Banking sector

Winning in the German Retail Banking Battleground with Customer Experience Strategy

Modern consumers expect exceptional services and frictionless buying experiences irrespective of how big or small the product that they intend to purchase. When it comes to the retail banking sector, digital disruptors and fintech firms often succeed in delivering an enhanced customer experience (CX) when compared to incumbent banking companies. Although the importance and prominence of retail banking companies will not die down anytime in the near future, customer expectations from banking is not the same anymore. As a result, incumbent banks are increasingly reevaluating themselves on how they perceive customer experience and what needs to be done to meet the changing customer expectations.

Giving customers a supportive, hassle-free, omnichannel experience is a must for banks in today’s changing environment. Request a free proposal to know how our solutions can help you achieve this.

German retail banking companies overview

The German retail banking sector faced a rough ride during the financial crisis. While some banks almost drove off the road, others managed to stay on track, allowing them to overtake their competitors. However, the road ahead remains unclear for German retail banking companies. Innovative trends are shaping new traffic patterns, putting additional pressure on all types of banks, even those that are in decent shape today. The next five years will be crucial for the German retail banking sector to decide which turn to take to avoid a dead end. The German banking market has a unique three-pillar structure of private, savings, and cooperative banks. This distinguishes it substantially from banking sector companies elsewhere. German banking is also characterized by its strong dependency on net interest income, an extensive branch network, and a prudent risk profile. The long-term profitability is of German retail banking companies are low compared to global peer markets, and German banks have difficulty earning their cost of capital due to factors including high competition, low prices, and lack of focus on customer experience.

Trends shaping German retail banking sector

Retail banking sector

What are the common pitfalls that retail banking companies encounter in CX?

Most of the companies in the German retail banking sector have ample room for improvement when it comes to enhancing customer journeys by improving the overall customer experience. As customers are gradually changing their perception of an ideal banking experience, German banks must attempt to adapt. We have seen banks across the globe enthusiastically embrace the value of improving customer experience only to step into common pitfalls. Here are some ways to avoid missteps and set your customer experience strategy up for success.

Focusing on isolated touchpoints

Customer experience is often misunderstood as customer pain points that needs to be addressed. While these efforts are certainly vital to improve the overall customer experience, focusing only on these factors leads companies in the retail banking sector missing out on the root cause of these pinpoints. Furthermore, simplistic solutions that have been merely copies from competitors could sometimes prove to be misleading. Customers who rate single points of contact as satisfactory often tend to rate the whole journey as a negative experience. In such cases, these customers are less likely to become the engaged, valuable customers that banks strive for.

Customer experience is a powerful way of bringing tremendous value to a retail banking sector company’s business. Get in touch for more insights on how our solutions can help you enhance your CX and create a positive business impact.

Ignoring key customer journeys

Once banks in the German retail sector have realigned their thinking toward holistic customer journeys, the next step is to map their customer journeys and figure out which ones are most critical to business. This includes taking into consideration factors such as the areas of improvement, factors that could have an impact on brand image, and other value considerations. For improving critical journeys, banks should determine what degree of improvement will make the most economic sense and generate the most value. German Retail banking sector companies must arrive at a decision on how much needs to be invested to create that “wow” experience for customers and whether the effort is worth it, given the expected additional revenue.

Choosing right customer segments to prioritize

Direct banking companies often show the highest customer satisfaction levels when compared to big private banks. Corporative banks, and savings banks. This is because the latter has a more diverse customer base with a range of differing needs, making it harder to provide superior service across the board. This necessitates banks to identify their various customer groups and determine how important each is to the bank’s business. The value of a customer to a bank can vary based on the product or service being offered and can be measured by number of products, loyalty, credit, or future financial opportunity. Companies in the German retail banking sector need to understand the needs of each group in detail and target the segment with an exceptional and differentiated experience across the end-to-end customer journey.

Learn more about our solutions for companies in the retail banking sector.

Banking sector

Securing a Leading Edge in the US Investment Banking Industry with Market Intelligence Solutions

“Although the financial services industry continues to recover from the global economic crisis of 2008, companies in the investment banking industry in the United States are still struggling to regain former levels of profitability,” says a market research expert from Infiniti Research.

 Investment Banking Industry Overview

The financial crisis of 2008 has brought about an era of uncertainty for the investment banking industry. The increasing demand for sophisticated in-house applications, innovative customer management portals, and the rising need for transparency and security have put immense pressure on companies operating in the banking and finance industry. Moreover, stringent new rules have put almost all the major functions of the investment banking industry, specifically capital, liquidity, risk management, compliance, traded markets, and governance under far greater scrutiny. Given the stiff competition and heavy saturated marketplace, expert suggestions in the form of customized market research findings are invaluable to succeed in the long-run.

Investment Banking Industry

Our experts have helped various companies in the investment banking sectors deal with industry challenges and secure a leading edge in the market. Request a FREE proposal today!

Business Challenge

The client is one of the most prestigious investment banks based out of Europe.

As the client wanted to expand their operations to the US, they were looking for a research firm that could do an independent analysis of potential investment opportunities and provide recommendations based on the insights. Furthermore, the client wanted to stay updated on the latest regional economic developments through ongoing research and analysis. By staying updated on important economic issues and market developments in the US, the client desired to provide enhanced value for customers.

Other key objectives the client wanted to tackle by leveraging Infiniti’s market intelligence solution were:

Investment banking industry challenge #1: Post-crisis uncertainty and ambiguity

Post financial crisis 2008, the investment banking sector in the United States has been struck by waves of regulatory changes, which fundamentally transformed the way companies operate. Furthermore, new rules and regulatory changes have started coming to the forefront. The client, therefore, wanted to understand all the regulatory changes and make changes in their business strategies to comply with regulatory needs.

Investment banking industry challenge #2: Keeping up with innovations

Financial technology (FinTech) presents huge opportunities for companies operating in the investment banking sector. However, it also brings about certain challenges such as funding restrictions and technology concerns. In order to make the most of FinTech, the client wanted to keep up with technological innovations and also address challenges coming their way.

Investment banking industry challenge #3: Planning for growth and distinctiveness

The client wanted to gain a better understanding of the current and future market potential, spend, value chain, and market trends in the investment banking industry.

We assist companies in the investment banking industry to better manage their balance sheets while providing regulatory and market entry advisory solutions. Contact us today!

Solutions Offered

As a part of the market intelligence engagement, the experts at Infiniti Research conducted a US investment banking industry analysis. During the industry analysis, the experts at analyzed certain factors such as market potential, investment environment, market developments, investment banking industry trends, and the US investment banking industry growth rate. By leveraging Infiniti’s expertise in offering market entry solutions, the experts helped the client to analyze macro and micro-economic environment, identify potential barriers to market entry, and identify the best route to enter the US investment banking industry.

By conducting a detailed market opportunity analysis engagement, the experts at Infiniti Research helped the client to assess markets’ readiness for new offerings including financial technologies. With our help, the client was also able to understand certain challenges in adoption of financial technologies and take actions to address them.

By leveraging our expertise in offering market scanning solution, the experts at Infiniti Research helped the client to understand the evolving regulatory rules and track regional industry developments.

Results Obtained

Our market intelligence solution helped the client to gain detailed insights on all the latest regulatory changes in the US investment banking industry, keep up with financial technologies, and evaluate market potential for their services in the US. The detailed understanding of the US investment banking industry helped the client to plan for growth and distinctiveness. Furthermore, they were able to secure a leading edge in the US investment banking industry and become one among the top companies in the US investment banking sector.

Want to know more about our solutions for companies in the investment banking industry? Request for more info.

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