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Digital Banking Benchmark - Deloitte

Deloitte Luxembourg Digital Banking BenchmarkImproving the Digital performance2 3 Executive summary 4 Quick overview of the performance and identified weaknesses of retail banks 6 Constantly changing operating conditions 8 Eight dimensions of the customer journey 10 Web Banking 12 Mobile Banking 22 Example of a fully Digital bank 26 Conclusion

possibility to open various types of accounts) and their improved design and ergonomics. In terms of mobile banking, leaders deliver a better performance regarding content and functionalities. On the other hand, national leaders deliver weak performances in terms of advisory and credit services, and still lack automated and deeply customized

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