COVID-19 IMPACT SURVEY MAY 2020
The global market for Digital Banking is projected to reach US$22.3 billion by 2025, driven by the growing base of internet users equipped with smart phones, mobile internet connections, and an insatiable appetite for convenience. The rapidly digitalizing lifestyle of modern consumers has ensured rapid penetration and easy, affordable access to internet and smart phones. Developments in mobile app ecosystem, secure payment gateways and other digital banking tools are pushing up adoption of mobile banking. Underpinning the digital revolution, a large number of banks will begin offering retail banking services through smart phones, tablets, PCs and smart watches by the year 2022. Convenience has and will remain the key force driving the change in consumer banking habits. Digital banking refers to the end-to-end digitization of a bank and all its activities, functions and programs, right from product development through to customer service. Digital banking not only involves digitizing the services and products of a bank at front- but also entails automating the banking processes at the back-end and connecting the front-end and back-end silos with proper middleware. Digital banking therefore emphasizes a complete transformation to a digital environment, including front-end and back-end and everything in between, at both bank customer as well as employee level. In the digital bank ecosystem, web based platforms functioning along with process automation tools and cross institutional service embedded with APIs, strive to deliver complete line of banking solutions and carry out online transactions in a seamless and cohesive manner. To ensure a comprehensive workflow and to improve and enhance the customer's experience, the digital bank environment embraces all the new technologies including big data, Artificial Intelligence (AI), Machine Learning (ML), Natural Language Processing (NLP) and analytics. Digital banking offers numerous benefits to banking entities as well as banking customers. Key benefits offered by digital banking include cost savings, increased accuracy, business efficiency, greater agility, improved competitiveness, and enhanced security.
Supportive government initiatives and policies and emergence of new and innovative technologies on an ongoing basis constitute other major drivers for the market. A growing number of banking & financial service firms are moving towards digital platforms to offer their services acknowledging the high penetration rate of internet and Internet-connected devices such as smart phones. The rapidly increasing speed, bandwidth, storage capacity and on-demand computing capabilities offered by the Internet is fueling banking entities to shift towards online business models, emphasizing transactions and payments through debit and credit cards and third party providers such as PayPal. With mobile Internet services providing access to various online portals and banking apps on-the-go, customers are now able to access online banking portals and make instantaneous transactions through online banking and debit/credit card credentials. At the same time, intense pressure on banking firms to minimize operating costs in order to stay competitive is also having a major bearing on uptake of digital banking solutions. Digital banking continues to gain traction among banking firms by enabling them to keep systems up-to-date, offer modified services at minimal costs and an improved customer experience. Banking entities are also leaning towards digital solutions amid rapidly rising demand for non-transactional services due to the ease of operation and cost-effectiveness of such services.