2023年全球银行客户调查报告.docx

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1、accentureGlobal Banking Consumer StudyReignite human connectionsto discover hidden value.APnlS Slunsuoof*UBc-PqOO.SUJB60d loBJ.LI1 PLIO1BM PUB SMU P UQlqO AUBE LIOLlMncu I 。p eud l Uq SPB POJ SBLIIS H L-qBl PUB suoI-BES 3 LI 二 U 8 UJnsu8 MOU AUBuJnol-l JOq l B u)BOl PJBLl S-I-OB 01 PaU IUaPn UBBalo

2、Sg-O= WaMOdUO-IOnPO=U-But it wasnvt always this way.ln 19505 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 vis

3、ual 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 visuallyThis created an immense opportunity for networks,device manufacturers and advertisers. By seizing

4、 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 tha

5、t can explore the art of the possible and reinvent their enterprise to Increasetheir 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,

6、data and Al 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 productivityjtr

7、ansform cost structures,engage with customers in novel ways ,and develop completely new propositions.Global Banking Consumer StudyAdvanced technologyis now available to allThis technological revolution is just the first of four major developments that are shaping banking today and creating an impera

8、tive for banks to reinvent their business and operating models.4Shifting customerpreferences2Rapidly rising interestrates reveal frailtiesGlobal Banking Consumer StudyThe changing faceof competitionOAdvanced technology is now available to allBanks invested $124 billion globally in new IT in 2021 ,a

9、24%increase compared to 20191.The latest breakthroughs create fresh opportunities. Just think of the metaverse and generative Al,the technology behind ChatGPT and similar chatbots. These cutting-edge technologies hold enormous potential for banking,particularly in revolutionizing the customer experi

10、ence.Generative Al,for example,could enhance digital interactions by making impersonal customer care conversations much more human-like and effective.Critically, the accessibility and affordability of technologies such as Al and machine learning (ML)have been improved by the availability of APIs,whi

11、ch allow businesses of all sizes to utilize pre-trained models.Global Banking Consumer StudyORapidly rising interest rates reveal frailtiesIt is a common perception:as night follows day, banking profits increase as interest rates rise.So5 after a 450bps surge in US Federal Reserve rates and a 350bps

12、 hike in European Central Bank rates since February 2022,many thought banks were in luck.But are they?Most banks that had released their 2022 results at the time of writing this report showed a double-digit increase in net interest income(NII). Yet as recent events showed,a rapid rise in rates can e

13、xpose fundamental weaknesses among some banks.lndeed,higher interest rates can have negative implications,which are already materializing in some markets.For example,they can slow economic growth,lower demand for new credit,cause some banks to increase provisioning for loan Iossesjeduce the value of

14、 their securities portfolio,and result in deposit outflows that put the banks liquidity at risk.In addition,funding costs might increase as banks try to avoid deposit outflows or when central banks start to cut interest rates and banks need funding to issue new loans.History and recent developments

15、have shown that the consequences of any of these factors could affect banks very quickly.Those that look only at the positive effects of interest rate increases may fail to respond swiftly when circumstances shift.O OThe changing face of competitionA major factor is at play that was not present during previous periods of rising interest rates:stiff competition from digital-only banks and businesses that traditionally operated outside of financial services.Examples include Apple and Singap