Tag: banking innovation

retail banking

The Evolving Retail Banking Landscape in Canada

Retail banking

Over the past couple of years, Canadian banks have set a global standard for their stability and best practices. However, the pressure on retail banking companies and other financial institutions in Canada remains high. This is making innovation and customer satisfaction more important than ever before for players in the retail banking sector. Innovators in the retail banking industry are moving towards a seamless, one-stop-shop approach to service and engagement via digital platforms that bring products and services together to provide a unified customer experience. Interestingly, technology is not the only factor that’s disrupting the industry; it is also characterized by the rising need for customer-centric experiences, and this is driving every transaction and touchpoint for companies in the sector. Here are some critical retail banking trends that experts at Infiniti expect will lead the momentum of the financial sector in Canada.

Canada’s retail banking sector will see several opportunities to capitalize on and challenges to dodge this year. Not prepared with the right strategies to thrive? Request a free proposal to know how our solutions can help you keep a close watch on the market and formulate effective strategies to succeed.

Retail banking trends in Canada

Unbundling services

Canada will soon be exposed to open banking regulations that will fragment traditional retail asset and liability gatherings. Open banking refers to common interfaces among banks and third parties to facilitate more competition and also create new business opportunities. Although retail banking companies had sought a vertical approach that offers services from top to bottom over several decades, now several new entrants in the retail banking industry want to be ‘horizontal’ and dominate an attractive specialty.

Planning to Invest in Canada’s retail banking industry? Get in touch with our experts for more insights on the benefits of leveraging our solutions for better decision-making and choosing the right market entry strategies.

Rising interest rates

Interest rates are gradually rising from historic lows and consumers are soon bound to be challenged by debt levels. The retail banking industry will reflect the changing environment with an increased focus on the impact of rising interest rates, transparency in lending, and innovative new value propositions. The continuing rise in rates may result in personal loan offers to decline, however lending solutions such as installment loans and point-of-sale financing will shift the market towards time-sensitive credit sources.

Platformification

Innovation is vital for retail banking companies to effectively meet consumer demands. The financial services industry in Canada now largely revolves around the digital age and rising consumer expectations of convenient and frictionless digital access. As a greater number of consumers seek streamlined solutions, retail banking companies in Canada will soon shift their focus to providing ‘one-stop-shops’ that bring both products and services on a single platform.

Learn more about Infiniti’s solutions for companies in the retail banking industry.

Retail banking sector

Winning in the German Retail Banking Battleground with Customer Experience

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.

Investment banking industry

An Overview of the Top Investment Banking Industry Challenges

The investment banking industry is on a new wave of change and transformation. As the financial services sector is still recovering from the global economic crisis, investment banking companies in the US are still struggling to regain their former levels of profitability. As a result, several major players in the US investment banking industry have announced their plans to move from traditional underwriting business to other activities including mergers, acquisitions advisory, and fundraising. This change has been largely fueled by recent regulatory changes that have made some investment banking activities more expensive than the others. Furthermore, the rising need for sophisticated in-house applications, innovative customer-facing portals, and higher transparency and security across the board mean that companies in the investment banking industry are faced with substantial pressure on all fronts. This blog covers some of the major challenges facing companies in the investment banking industry right now.

We help our investment banking industry clients to deal with changing operating model structures, business and finance transformations, and evolving customer expectations that redefine business operations. Request a free proposal for more insights.

Investment banking industry challenges

Investment banking industryRoadblocks in cost reduction efforts

Companies in the investment banking industry have been constantly pursuing strategies to achieve sustainable cost efficiency. However, several factors including declining revenues, excessive costs, and developments in digital and regulatory pressure have increased challenges for investment banking companies in the US, making it incredibly difficult to achieve cost reductions. Leaders in the investment banking industry who are seeking sustainable cost reductions should strive to strike a balance between optimizing the existing core activities while investing in new engagements.

Enhancing client experience

Customer-centric experiences in B2C business models are shaping client expectations in the B2B realm as well. As a result, investment banking industry companies are finding it difficult to meet these changing client demands and expectations. Investment banking companies can begin by assessing the existing client experience and mapping out the client experience standards that they want to deliver to identify necessary changes that could be made to their delivery channels and feedback and monitoring mechanisms.

Reimagine how your business profits are generated and transform your client experience with our advanced solutions. Get in touch with our experts to know more about our solutions.

Cybersecurity

Cyber-threats are rising at an unprecedented rate and legacy technology have become a risk factor. They are more prone to unpatched vulnerabilities and create compatibility issues in M&A situations. Furthermore, there were several mergers and acquisitions in the recent times as banks sought to consolidate their protection under the law. But often the legacy infrastructure acquired by a bank through M&A activity is not up-to-date and features extensive vulnerabilities that create additional fire-fighting challenges for IT teams of companies in the investment banking industry.

Talent acquisition

Companies in the investment banking industry are still struggling to retain top talent despite introducing new measures such as faster promotions in a bid to attract employees. One of the prime reasons for this is that young professionals are finding themselves more drawn to alternative sectors such as technology or innovative start-ups. Moreover, the fact that the lifestyle of an investment banker is typically associated with long hours and tight deadlines is also part of this permanent trend. Investment banking companies must identify effective ways to attract and retain talent in their organization.

Learn how we help companies in the investment banking industry to drive disruption.

financial services industry

‘Why’ and ‘How’ of Improving Customer Experience in Banking

Why do banks need to focus on customer experience?

The banking sector has been slow in keeping pace with the digital revolution and it is high time that they catch up. Although technological advancements such as ATMs and internet banking have been incorporated into nearly every banking company, these facilities don’t give much emphasis on improving the customer experience in banking. Banking is currently among the least popular consumer businesses. In order to change this, financial services companies need to be more open to modernizing processes and bring customers also to the forefront rather than only emphasizing on increasing profits. When compared to most of the other sectors, the banking sector has an abundant source of customer data why can be used to create an exceptional customer experience in banking. However, majority of banking companies fail to efficiently utilize this data. If used correctly, customer data available can be used to enhance the customer experience in banking and promoting a customer-oriented culture in banking companies.

Many leading banks are pouring tremendous resources into transforming their customer experience, often with mixed results. Request a free proposal to know how our solutions can help avoid this situation and create strategies for a positive customer experience in banking companies.

How to improve customer experience in banking

customer experience in bankingBanks often struggle to pursue customer-experience transformation amid the complexities of running their day-to-day business. But with the right strategies in place, they can quickly identify customer pain points and ensure better customer experience in banking. Based on our expertise in solving several banking sector challenges, here are some ways that can be used to encourage and establish better customer experience in banking sector companies.

Create cross-functional teams with C-Suite backing

Transforming customer experience in banking requires the involvement of stakeholders from different teams including product, distribution, pricing, risk, and legal. Leaders in customer experience pursue several approaches to overcome this kind of complexity. Setting up a dedicated customer-experience organization within the bank is an option that can be considered. Dedicated teams can be assigned to encourage a continuous focus on customer experience in banking across product, service, and geographical silos. CEOs of banking companies must make customer experience a priority, and in some cases the appointment of a chief customer officer can serve to underline that commitment.

As banks around the globe rush to transform their customer experience, it’s easy to trip up. Get in touch with our experts to know how we can help execute a step change that moves ahead of your competitors in the market.

Monitor end-to-end customer journeys

Mapping customer journeys can help companies in the banking sector to identify all touchpoints across all channels where they engage with customers. Start by identifying the different types of customers that the bank deals with. Next, outline the journey for how each customer type engages with the bank. Begin the customer journey map with the first point of contact that the customer has with the bank. Continue with each next step and all potential steps until the journey is complete. Lastly, identify the at-risk customers and proactively engage on a personal level to improve, and hopefully, salvage the relationship.

Continuously emphasize on creating value

Enhancing customer journeys and customer experience in banking is not a linear process. Often the first round of initiatives may not deliver the desired customer satisfaction levels. Moving from good improvement to great will require regularly going back and maintaining patience and a mind-set of always pushing for more in the interest of customers. This continuous-improvement regimen can help foster a superior customer experience in banking companies.

Learn more about Infiniti’s solutions for banking companies

Commercial Banking Trends

Trend Watch: Top Commercial Banking Trends 2019

Currently, there is intense competition for the wallet share in the commercial banking sector. This is primarily because unlike retail banks that rely on a single firm to handle financial needs, corporate clients often maintain relationships with several banks. Moreover, the expectations of commercial banking customers are unprecedently high due to which innovators such as fintech are threatening to grab the most profitable commercial banking segments. This makes it imperative for players in this sector to be on par with all the latest commercial banking trends and enhance the way they serve clients. Several forward-thinking players in the commercial banking space have already begun adopt key commercial banking trends and integrate their systems with that of their clients in order to extract deep customer insights. The key to remaining competitive for commercial banking companies is to be cognizant of developments internally and externally.

Securing the top position in the market can be challenging, but not impossible. Request a free proposal to know how we provide clients with solutions that cater to their specific business challenges.

Commercial banking trends 2019

Commercial Banking TrendsBolstering customer experience with digital transformation

Banks make more profits from corporate customers when compared to retail customers. However, many commercial banks have failed to upgrade their archaic legacy systems and manually-intensive processes. Digital disruptions are slowing making their way into the commercial banking sector. Taking cue from the retail sectors, top companies in the commercial banking industry are investing in digital transformations to facilitate exceptional customer experiences. This is one of the biggest commercial banking trends right now that would propagate better customer experiences for commercial banking companies.

Collaborations to interlink value chains

When compared to retail banking, the commercial banking sector is relatively behind in terms of digital revolution. Corporate customers expect their banks to provide facilities such as real-time access to banking services. To make this a reality, commercial banking companies are looking at options to collaborate with these corporations and interlink their value chains. Such commercial banking trends will see rapid growth this year with several players already starting to develop customized solutions that can connect directly to consumers.

Innovation and disruption will not only transform how established commercial banks need to service their clients, but it will also evolve what clients come to expect. Get in touch with our experts to know how Infiniti helps banking sector clients stay updated on the latest commerical banking trends.

The rise in the use of AI

There has been a considerable rise in the amount of structured data collected by banks over the last few years. The use of both structured and unstructured data has been driving strategic and operational business decisions. As a result, the use of machine learning and artificial intelligence capabilities are becoming the most sought after commercial banking trends. These capabilities would help commercial banking companies to provide superior customer experience and minimize pain points for corporate clients.

Gain more insights on commercial banking trends and learn more about Infiniti’s solutions for the commercial banking sector.

Pricing strategies

Banking Industry Price Analysis: Identifying innovative pricing opportunities for a retail banking Client

Although modern banking companies have invested heavily in efforts to improve customer experience, most of them tend to overlook ways to innovate their pricing strategies using effective banking industry price analysis solutions. Banking sector companies generally react to the changing regulations on product structures by modifying their pricing tactics to emphasize more on costs and risks. Meanwhile, several other sectors including airlines, ride-sharing services, hotels, and digital media continue to experiment with innovative pricing strategies, and their customers seem to have accepted the new pricing schemes with little resistance. Over the past couple of years, a few players in retail banking have made strategic pricing a core discipline and have consequently established a dominant presence in the industry.

Is your business up-to-date with the latest pricing trends in your sector? Request a free proposal to know how experts at Infiniti can help you develop optimal pricing strategies for your business.

Business challenge

The client is a renowned retail banking company based in Central Europe. Despite the banking sector slowdown in Central Europe during the 2008-09 global financial crisis, the sector is gradually benefitting from strengthened regulations and growing market opportunities. The client was facing predicaments in identifying customer needs and keeping up with the changing customer expectations in the retail banking sector. Furthermore, they wanted to fix the misalignments in their existing pricing strategy. With the help of Infiniti’s banking industry price analysis, the client also sought to optimize pricing innovations and boost promotional activities in order to attract the millennial crowd.

Pricing for products of services in a highly competitive market could prove to a highly challenging task. Get in touch with our analysts to know how our pricing solutions can help you risk-proof your pricing decisions.

Importance of banking industry price analysis

banking industry price analysis

Solutions offered

The experts at Infiniti Research followed a three-phased approach to banking industry price analysis. The first phase of the banking industry price analysis solution involved identifying the target customers and grouping them into various sub-segments. The second phase of the banking industry price analysis included understanding the needs of different retail banking customer groups and pinpointing the gaps in fulfilling their expectations. The final phase of the banking industry price analysis involved a comprehensive study on different innovative pricing strategies followed by retail banks in the central European market as well as those of prominent retail banks in other countries and shortlisting the most attractive and feasible ones for the client.

By leveraging Infiniti’s banking industry price analysis, the retail banking client was able to categorize different customer groups and create targeted promotions for each of these segments. They were able to understand where they fell behind in terms of their existing pricing strategies and more attractively align the prices of existing products and services. Using the banking industry price analysis, the retail banking company was also able to implement promotional activities such as cashback rewards to attract younger consumers.

Learn more about Infiniti’s banking industry price analysis solution

retail banking

Category Scan: Retail Banking Market Updates and Future Trends

The retail banking industry is undergoing a wave of change. To lead the change, it is essential for retail banking companies to choose the right business strategy. Experts at Infiniti Research have engaged in discussions and surveys with top global banking leaders and several retail banking customers to gauge their opinion on the changing retail banking landscape and gain a better understanding on the upcoming trends in this sector. A fair majority of the prospects who engaged in this discussion agreed that technology is rapidly morphing from an expensive challenge into a potent enabler of better customer experience and effective operations. Despite this, attracting new customers is one of the biggest challenges facing retail banking companies today.

The article below scans the category for retail banking services in its entirety to help companies and customers in the sector to understand and stay abreast of the latest news, innovations, and market developments.

Retail Banking: Recent Innovations and Market Updates 2019

retail bankingPersonalization is the new normal

Personalization is gradually becoming a primary mechanism for retail banking companies to enhance their customer satisfaction as well as to increase their economic value. Customer retention is often seen to be higher at banks that understand customers’ financial needs and interact with them in ways that reflect their preferences. In an era of hyper-personalization and competitive pressure, retail banking customers expect meaningful insight and advice-on-demand from their retail banking partners apart from the speed and convenience of transactions.

Personalization is impossible unless you deep-dive into customer data and gain a clear understanding about your target customers. Request a free brochure to know how our customer intelligence solutions can help your business achieve this

More local markets may close for outsiders

Traditionally restricted markets including China, India, and Korea will be joined by others in the case of restricting market share for foreign institutions through local regulation and subtle preferences wherein domestic institutions are more favored. Consequently, the ability of emerging market financial institutions to penetrate markets outside of their home countries will become limited. This can only be avoided in case the regional and bilateral trade agreements concluded over the next five years drives select opportunities for certain institutions where financial services are included in the scope of the agreements.

Branch banking will undergo significant transformation

As technology enables every aspect of online retail banking, reducing the usage of hard cash, traditional branches are slowly losing their importance. Given their high-fixed cost, branches will need to become increasingly productive, or significantly less costly. Several retail banking companies have already begun cutting down on staffing, closing the most unproductive branches, and have started experimenting with new branch concepts. These trends are expected to accelerate as customer demands and expectations evolve. However, we do not expect branches to face a full shutdown, rather they may continue to function as centers for flagship information, advisory and engagement hubs, and provide smart kiosks that offer service, sales, cash, and video contact with a range of specialists. The branch size and costs will be reduced by introducing new models and migrating transactions to low-touch digital channels. Although the human touch will always be available, digital channels are expected to dominate the future of retail banking sector.

Finding it difficult to keep up with the rapid market changes? We’re here to help! Request a free proposal to know how we can help you stay abreast of the latest market trends and gain a first-mover advantage in the industry.

Cybersecurity will be paramount

Recent cases of high-profile data breaches have generated fear and uncertainty among retail banking customers, prompting retail banking companies to undertake strict measures to curb such incidents. As the regulation over cybersecurity is rising, banking companies will need to do more in terms of intervening and keep pace with the constantly growing and changing cyber threats. It is expected that by 2020 leading banks will have developed advanced cyber-security strategies that are more aligned with their business aims, risk-management protocols, and regulatory requirements. Since many banks lack the capabilities and resources to tackle these issues on their own, such companies will partner with third parties to leverage such strategies.             

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IR15

How Banking Companies Can Keep Themselves Unscathed from Cyber Attacks

Cyberattacks are becoming more frequent than ever before. Despite increasing emphasis given to cybersecurity in banking companies, this sector is one of the most sought-after targets for cybercriminals. Robbing a bank is one of the oldest crimes in the book. However, bank robbers in the modern day are hiding behind the screen, using targeted and sophisticated cybercrime tactics and leaving IT teams struggling to keep their networks and their vaults secure. According to the Verizon Data Breach Investigations Report (DBIR) 2016, the financial sector had the largest number of security breach incidents, with 795 confirmed data losses. In fact, the U.S. Securities and Exchange Commission (SEC) has stated that cybersecurity in banking the biggest risk facing the financial system.

When it comes to cybersecurity in banking, it is always beneficial to be proactive rather than reactive. Though cyberattacks cannot be fully prevented, planning how to respond to a breach and regularly testing this plan through realistic simulations will helps organizations reduce the severity of such malpractices. In this blog, the experts of cybersecurity in banking and financial sector from Infiniti Research have put forward some of the key ways in which companies in this sector can secure themselves amidst the cyber-attack chaos.

Ways to ensure cybersecurity in banking 

Though the IT teams in banking companies have increased protection of customer data and brought down the number of credit card fraud, this does not completely establish cybersecurity in banking. The internal systems of most banks still need securing. Here are some ways in which the teams for IT and cybersecurity in banking can improve their network security to better secure the vault:Get More Info

Be proactive

Banking sector companies must respond as if their network already has been breached rather than waiting for it to happen. Adopting this mindset forces the IT teams to prioritize the most business-critical parts of the network and use network segmentation as a strategy. If done in the desired manner, network segmentation, achieved through the creation of network zones, limits the ability for a hacker to move laterally across a compromised network.  Cybersecurity in banking through network segmentation requires continual updates and configurations.

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Enterprise-wide security policy

Having a well-defined security policy is a crucial roadmap towards cybersecurity in banking. This helps the IT team maintain a truly adaptive security architecture and determine the best way for the network to operate with minimal risk. Furthermore, it must be noted that the security policy takes into consideration all the regulatory and enterprise compliance requirements and how to apply timely patches to maintain compliance.

Security policy enforcement

As important as it is to have a security policy to ensure cybersecurity in banking, it is also imperative to validate that it is being enforced across your network. Not doing so will make the network vulnerable to threats. Organizations in the banking sector must constantly monitor their network for changes to configurations and ensure that these changes are approved and compliant with policy. This is a collaborative effort across the enterprise—network operations, security operations, and the CIO. 


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IR23

The Future of Fintech: What Players in the Industry Must Do to Flourish

The global investment in fintech has increased manifold over the last decade, which clearly goes out to show that fintech in banking services is the next big thing in the financial industry. Up until a few years ago, fintech was considered to be one of the biggest competitors for banking companies. However, over the years, banks have come to terms with the fact that incorporating fintech in banking is the way ahead to thrive in the market. The extent to which fintechs will face opportunities or challenges in the future is unclear. Though financial technology has made leaps and bounds, it is important to note that they are still in the incumbent stage. The upward trend in financial technology is fueled by the need to solve the changing requirements of today’s digital consumer and adapt to the way they prefer to transact. The big question here is how companies in this sector are going to flourish in the future of fintech by meeting the changing customer demands.Ask An Analyst_IR

Future of fintech 

Improving customer experience

The future of fintech will heavily rely on creating exceptional customer experiences. Technology has revamped the way consumer do things and is one of the main reasons why financial institutions are considering implementing fintech in banking. The future of fintech will revolve around offering customers with highly targeted products and services that are designed to fulfill their needs. Modern customers, especially the millennials, are more attracted to such offerings rather than what is available at traditional banking facilities. Though technology plays a major role, customer service will be the foundation underlying the success of fintech in banking services.Request Proposal

Forecasting customer requirements

The application of fintech in banking will require tapping into technological innovations such as blockchain and artificial intelligence. These technologies are useful in unbundling traditional financial services and providing better user experiences. The future of fintech will largely revolve around innovative solutions ranging from payments and lending to robo-advisor services and trade data management. And this ability to collaborate and bridge the gap between the palate of services businesses and consumers’ need is one of the key reasons why fintechs are thriving.

Mergers and acquisitions

Fintechs are still in their incumbent stage. More financial institutions are increasingly considering how the use of fintech in banking through technologies such as blockchain, AI, and mobile payments is viable. Several experts predict that in the future, we can expect to see several mergers and acquisitions in the financial sector to prevent the setup cost incurred for financial technology. Banking companies will not only look at acquiring fintechs, but are also focused on building partnerships with emerging fintechs who will supporting their growth and development.Contact US

Infiniti advantage

Infiniti Research is a leading provider of market intelligence solutions for the financial industry.  Our solutions not only help in understanding the financial scenario in the market but also aid in taking the right steps to adapt to the changing market trends.Our market intelligence team follows highly tailored and proven methodologies to understand the various characteristics of the financial landscape and provide succinct answers for business decisions in areas including financial market risks, trends, competitor analysis, benchmarking, and customer segmentation.

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