2025年及以后塑造银行业的十大趋势：未来回归

Trends shaping the industryin 2025 and beyond Preface To envision this future, I traveled across the globeand met with nearly 100 banks in the past year. Theseconversations, the questions asked, and the cutting-edge practices of the best banks have shaped the trendsdiscussed in this report. I believe that the future can beseen in the present, and that banking is a dynamic andpowerful force for the good of society. This year’s reportis our humble contribution to exploring the potential tobuild the next generation of banking and reinvent theindustry for the benefit of all. Since my earliest days, I’ve been a builder. Trained as acabinet maker by my father, I’ve constructed everythingfrom houses to boats to furniture—and I still build inmy spare time. It’s in my DNA, from my early days as aresearch scientist at IBM’s Watson Labs to my role ingrowing GE Capital, and from founding Softcard (nowGoogle Pay) to my current position leading Accenture’sGlobal Banking and Capital Markets practice. I’m alwayslooking for ways to make things better. Part of this drive is to look at problems from a freshperspective and challenge the status quo withquestions like, “Why can’t we do it?” and “How mightthis be different?” The future is obvious in hindsight,but it’s far more exciting to envision it in the present. It is, of course, a collective effort. This report is theculmination of insights shared by hundreds of clientsworldwide and the collective wisdom of my leadershipand research teams. I am deeply grateful for everyone’sinput and hope that it ignites a spirit of innovation andconversation within your organization. Michael Abbott Senior Managing Director,Global Banking Lead As a banker, I’m convinced that we stand at a pivotalmoment for banking, business, and society as a whole.Digital technology has transformed the way we bank, butit has also made the experience impersonal. Advancesin AI, however, will inspire us to think more like we didin the past and bring a personal touch back to banking.Interacting with your bank should feel as natural andfamiliar as texting with your best friend. The wave ofinnovation that will sweep through banking over the nextfive years will be unlike anything we’ve seen before. Connect with Michael Introduction Banking buildsits future onthe best of the past As banking seeks to reinvent itself, using data,artificial intelligence (AI) and a host of other digitaltechnologies, it finds itself caught in a paradox. The past 25 years of digitization transformed theindustry, making banking easier, cheaper and moreimmediate. Customers, by and large, welcomed thechanges. Yet, while most banks’ mobile apps enjoyratings1north of 4.5 out of 5, they have becomeless differentiated than ever. More than 40% ofconsumers find it hard to distinguish betweenfinancial services brands,2and 58% acquiredat least one financial services product from anew provider “in the past 12 months”.3Althoughcustomers still trust their bank to manage theirdeposits and transactions correctly, 46% feelpressured at times to buy products that benefit thebank more than themselves.4 Banks will benefit greatly by going back to thefuture. New technology will not only allow themto understand individual customers better; it willalso enable them to deliver personalized adviceand experiences, and tailor offerings to theirspecific needs. As banks move closer to theirtraditional role as financial consultants rather thanjust commoditized transaction enablers, the bondbetween them and their customers will strengthenand deepen—to the benefit of all. the best of old-fashioned banking is revealed byresearch showing that two-thirds still want a branchin their neighborhood,5even if they seldom visit it. If the past quarter-century was the Digital Age forbanking, the next will be the Age of AI. There willbe no let-up in the far-reaching changes to howbanking is done. But even as banks continue totransform, the fundamentals of banking will remainthe same. The bedrock of the industry is and willalways be trust and security, and customers will stillwant to be heard and understood by their bank. It all starts and ends with the vision.We believe it’s important that banksconfront the paradox: acknowledgethat digitization has deprivedcustomers of a personal, empatheticrelationship with their bank, and explorethe potential of AI and other technologyto help restore it. AI will resolve the paradox. While digital madebanking efficient but remote, AI will restorethe sense that customers are recognized andunderstood. Instead of being funneled down one ofa few standard “journeys”, they will again be treatedas individuals with unique needs, aspirationsand intents. When they reach out to their bank,regardless of the channel, it will feel like continuinga conversation—as if their best friend weretheir banker. While digitization made banking moresophisticated, it also stripped away the humantouch, leaving customers feeling alienated. Fewtoday meet with