According to the new Accenture 2014 North America Consumer Digital Banking Survey, digital banking trends are changing traditional relationships between consumers and banks. In fact, the research suggests the relationship is increasingly uncertain as consumers are intrigued by branchless digital banks, define their relationships as merely transactional and generally want more advice and proactive financial services from their Everyday Banks. View the presentation to learn more about the results of the survey, and how banks can respond to these threats.

1. The Digital Disruption
in Banking
Demons, demands, dividends

2. The Digital Disruption in Banking
Demons, Demands, and Dividends
• In 2014, Accenture conducted an
online survey of nearly 4,000 retail
banking customers of the leading
banks in the US and Canada.
• It found that customers want a
bank that’s nimble and proactive,
and far more digital, to be a part
of their daily lives.
Copyright © 2014 Accenture All rights reserved. 2

3. Four key findings reveal that banks
need to be more than digital—extending
their role into the daily lives of their
customers—or risk becoming vulnerable
to new entrants.
3Copyright © 2014 Accenture All rights reserved.

4. 4Copyright © 2014 Accenture All rights reserved.
Key Finding #1
27%
would consider a
branchless digital bank

5. 71%
5Copyright © 2014 Accenture All rights reserved.
Key Finding #2
consider their banking
relationship to be
transactional rather than
relationship driven

6. want their bank to
proactively recommend
products and services
for their financial needs
6Copyright © 2014 Accenture All rights reserved.
Key Finding #3
51%

7. 7Copyright © 2014 Accenture All rights reserved.
Key Finding #4
are interested in real-time
and forward-looking
spending analysis
48%

8. Millennials:
A new breed of banking customers
8Copyright © 2014 Accenture All rights reserved.
Are highly connected, with
an always-on mentality.
94%are active users of
online banking, 72% are active
users of mobile banking, and
92% are active users of social
media
Have higher expectations
of omnichannel distribution.
67%feel the traditional
and digital experience they
receive from their bank is
somewhat or not at all seamless
(compared to 45% for those
over 55)
Embrace new entrants.
72%would be likely to
bank with non-financial services
companies with which they do
business (compared to 27% for
those over 55)
Want help managing their
finances.
67%are interested in
their bank providing tools and
services that help them create
and monitor a budget (compared
to 31% for those over 55)
Expect their bank to be
proactive.
58%are interested in
their bank proactively
recommending products or
services (compared to 46% for
those over 55)

9. Responding to the Threat –
Banks should advance on three fronts
9Copyright © 2014 Accenture All rights reserved.
1. Become truly omnichannel
by seamlessly integrating the customer experience
across in-branch, assisted, and digital interactions
2. Extend the ecosystem
by offering a greater range of services for their
customers
3. Offer digital personalized financial advice
and counseling to their customers to help them
better manage their financial needs

10. Read the complete survey results and view the video at:
www.accenture.com/digitalbankingsurvey2014
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About Accenture
Accenture is a global management consulting, technology
services and outsourcing company, with approximately
289,000 people serving clients in more than 120 countries.
Combining unparalleled experience, comprehensive
capabilities across all industries and business functions, and
extensive research on the world’s most successful companies,
Accenture collaborates with clients to help them become high-
performance businesses and governments. The company
generated net revenues of US$28.6 billion for the fiscal year
ended Aug. 31, 2013. Its home page is www.accenture.com.
For more information:
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