Banking has changed dramatically over the past few decades, especially compared to the centuries before the digital age. For hundreds of years, banking was about physical branches, physical currency, and face-to-face relationships. Now it’s increasingly about mobile apps, digital currency, and algorithms.
Perhaps even more importantly, the pace of technological change will likely continue to explode as we use the technology of the past to create the innovations of tomorrow.
In light of all this change, how do you prepare for what the future will bring?
To answer this question, we’ve written the Ultimate Guide to the Future of Banking, a 30-page report full of original survey data from US consumers as well as fresh suggestions based on our experience helping thousands of financial institutions make the leap to digital. Reading this guide is one of the easiest ways for you to get in the know.
Here are five takeaways to help you prepare.
1. Capitalize on trust.
If there was one thing from our survey that stood out, it was that consumers overwhelmingly trust financial institutions with their financial data — especially when compared to big tech companies. To get specific, 93% of consumers said they trust financial institutions to securely manage their financial data, with 53% saying they’d trust smaller institutions most and 40% saying they’d trust big banks most.
This is good news if you work in financial services because it means you have an enormous advantage against digital newcomers: Consumers trust you.
2. Expand your offerings around identity, credit, and data protection.
One way for financial institutions to capitalize on trust is to expand their offerings around identity, credit, and data protection. When we asked about a range of possible features that banks might offer in the future, consumers overwhelmingly chose identity, credit, and data protection as the ones they’d like to see their institutions offer — followed, notably, by offering automated financial guidance to help them manage their money.
By offering increased data protection services, you can capitalize on what sets you apart from potential digital newcomers: Trust. To do this well, you’ll want to be sure you have a strong data strategy.
3. Double down on mobile.
Our data shows that consumers really like mobile banking, with more than 80% saying they use mobile banking at least weekly — and more than half saying they use it every 1-2 days.
For comparison, our survey showed that only 16% of consumers say they go into a branch weekly, making mobile a far more important channel in terms of building closer relationships with account holders. Mobile represents the future of banking, and those who offer a cross-platform mobile banking platform have the best possibility of leading the future.
4. Offer automated financial guidance.
Just as new cars include lane sensors, vehicle avoidance indicators, and cameras to give warnings so people can avoid accidents, financial institutions should likewise automatically guide customers toward financial health and away from financial disasters.
There have always been people who, despite their best efforts, don’t keep a budget. Even those who do keep a budget struggle to do it actively. Either it’s too much work, or their expenses and income change so dramatically month to month that it’s impossible to permanently lay down consistent restraints. All of that leads to financial anxiety.
This is where automated financial guidance comes into play. Through the use of advanced algorithms, customers can view their expenses in terms of fixed costs (such as rent, food, and loans), investments (particularly retirement accounts), short-term savings goals (such as vacations), and money that is available to spend. From there, they can get automated insights and nudges on how they can consistently develop financial strength in their day-to-day decisions.
5. Promote an adaptive mindset.
All the talk of technology will matter little if you don’t have the right culture.
Why? Say that you and a small team introduces a cutting-edge piece of financial technology at your organization. You’ve done your research. You’ve tested the product. You know it will make a big difference in the lives of your customers. So you release it, only to find that leaders in other departments are resistant. They complain about a change in workflow, or they’re disappointed the product doesn’t have a feature they wanted. Eventually, people start to turn on each other, and the product receives lackluster adoption.
In such a case, the problem might not have to do with the product. Rather, the problem might have to do with the culture implementing the product. To fix this problem, you have to figure out how to change your culture. The The Ultimate Guide to the Future of Banking will show you how to do it.
Read the Ultimate Guide to the Future of Banking
This guide asserts that you should start with your mission and culture before you think about technology — and that you should then proceed only with the technology that’s the right fit for you, regardless of who you choose to work with. To this end, we’ve compiled original research questions that will help you no matter where you are in your digital transformation.
Read the ultimate guide here.