Digital Banking Benchmark - Deloitte
Deloitte Luxembourg Digital Banking BenchmarkImproving the Digital performance2 3Executive summary 4Quick overview of the performance and identified weaknesses of retail banks 6Constantly changing operating conditions 8Eight dimensions of the customer journey 10Web Banking 12Mobile Banking 22Example of a fully Digital bank 26Conclusion 28ContentsThe information/data contained herein is based on the circumstances at the date of the document, in the specific jurisdiction as analysed by Deloitte on a best endeavours basis and is therefore subject to change at any time.
data, and millennials, the internet-born generation, require new services to satisfy their requirements in terms of customer experience. Non-traditional competitors enter the banking market prepared to satisfy those needs. FinTechs, with their light structures and young brand image, focus on cutting-edge services not
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