Accenture+2023全球银行业消费者研究

Global Banking Consumer StudyReignite human connections to discover hidden valueIntroductionPowerful forces create an urgent need to actIt is hard to imagine a time before television. Although many now consume content through smartphones and tablets, the TV set has for decades been the primary device through which many obtained news and watched their favorite programs. Global Banking Consumer Study2But it wasn’t always this way. In 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%.Uptake rocketed because a series of important developments occurred at the same time: advances in transmission and visual display technology; the creation of technical standards that meant different networks could be viewed on a single device; and a rapidly increasing appetite for news and entertainment presented visually. This created an immense opportunity for networks, device manufacturers and advertisers. By seizing the moment and acting decisively, many created large, successful businesses.Today, banking executives can learn a lot from this period. As in the early days of television, a variety of factors are combining to create the need for a new, outside-in view of the industry. Opportunities abound for banks that can explore the art of the possible and reinvent their enterprise to increase their relevance to customers and set a new performance frontier for all aspects of the organization. Emerging technologies are making it possible for banks to strengthen their digital core by leveraging the power of cloud, data and AI through an interoperable set of systems across the enterprise. A strong digital core allows companies to develop new capabilities at speed, try new things, and fail fast when needed. Technology, once viewed as the disruptor, is now an enabler, helping banks to enhance employee productivity, transform cost structures, engage with customers in novel ways, and develop completely new propositions. Global Banking Consumer Study34 Shifting customer preferences1 Advanced technology is now available to all3 The changing face of competition This technological revolution is just the first of four major developments that are shaping banking today and creating an imperative for banks to reinvent their business and operating models. 2 Rapidly rising interest rates reveal frailties4Global Banking Consumer Study12Advanced technology is now available to all Banks invested $124 billion globally in new IT in 2021, a 24% increase compared to 20191. The latest breakthroughs create fresh opportunities. Just think of the metaverse and generative AI, the technology behind ChatGPT and similar chatbots. These cutting-edge technologies hold enormous potential for banking, particularly in revolutionizing the customer experience. Generative AI, for example, could enhance digital interactions by making impersonal customer care conversations much more human-like and effective