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RETAIL BANKING
Client insights and CGI perspectives on digital transformation
2017 CGI Client Global Insights
© 2017 CGI Group Inc. All rights reserved.
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2017 CGI Client Global Insights
Each year, CGI’s executives and local leaders meet face-to-face with business and IT leaders to hear their perspectives on the trends affecting their organizations and the implications for their business.
We conducted 200 in-person interviews with banking clients
Percentage of interviews covered by CGI’s major regions
United States18%
United Kingdom7%
Nordics12%
France16%
Eastern, Central and Southern Europe24%
Asia Pacific1%
Canada22%
3 lines of business• Retail banking (115) • Capital markets (56) • Corporate and transaction banking (29)
43%business leaders
57%IT leaders
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2017 CGI Client Global Insights
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1 2 3
2 3 4 5
The client insights indicate that the prevalence of digital technology is increasing demands from customers, competitors and regulators.
Top 2017 trends in retail banking with 2016 comparison
79%Mounting
regulation and security
standards
54%
78%Omni-channel demand for personalized
services
63%
73%Highly
competitive and evolving open
banking market
64%
71%Growing threat of cyber and
other financial crimes
41%
64%Increasing adoption of digital as
primary channel
53%
62%Digital transformation
demands straining legacy banking infrastructure
7%Potential impact
of emerging technologies (e.g., artificial
intelligence, automation, blockchain)
5%Impact of industry
standards, real-time payments
and payment regulations
Looking ahead, executives cite the following as their top emerging trends.
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2017 CGI Client Global Insights
Now Within 3 years
Process automation 72% 76%
Omni-channel customer management 69% 69%
Agile IT delivery and infrastructure 67% 68%
Predictive analytics, including artificial intelligence and cognitive computing 65% 74%
Securing the bank and its customers 64% 68%
Payments modernization 53% 59%
FinTech partnerships and open API banking 41% 54%
Top investment areas highlight focus areas for client innovation.
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2017 CGI Client Global Insights
Retail banking business and IT leaders interviewed align on meeting customer demands for digital channels and protecting the business.
Rank Top business priorities Top IT priorities
1 Improve end-to-end customer experience to increase loyalty and drive revenue 80%
Automate business processes to deliver a better end-to-end customer experience and reduce operational costs 78%
2 Accelerate customer-facing digital transformation programs 80% Safeguard the bank 77%
3 Protect the bank and customers from regulatory risk and financial crime 69% Deliver customer-facing digital transformation 74%
4 Fund new banking models by reducing legacy run rates and increasing efficiency 60% Drive legacy modernization 70%
5 Acquire digital talent and change the culture 58% Build platforms and capabilities to drive actionable insight from data 69%
As digital technologies shape customer and citizen expectations, client executives are positioning their organizations ahead of these changes. Learn more about their insights and our perspectives.
Contact us to schedule a discussion.cgi.com/globalinsights | [email protected]
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© 2017 CGI Group Inc. All rights reserved. This document may not be reprinted, reproduced, copied or used in whole or in part by any means without the prior written consent of CGI.
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