High digital expectations, FinTech & what it means for Banks

With the proliferation of technology, today’s banking customers are living in a connected world. They expect the same seamless customer experience from every business they interact with, including your financial institution. Your customers want more than a digital presence, they want simple and frictionless banking experiences, and they want them on their terms.

This infographic explores today’s digital banking landscape and offers an insight into what your customers expect, their willingness to try FinTech offerings, and the potential benefits for those financial institutions who digitise and streamline their customer experiences.

Infographic: Today's Digital Banking Landscape


  1. Fleming, R., & Fielding, J. (2016). What Great Looks Like in Banking Sales Practices (pp. 1-8). Bain & Company. Retrieved from http://www.bain.com/publications/articles/what-great-looks-like-in-banking-sales-practices.aspx
  2. Bugrov, D., Dietz, M., & Poppensieker, T. (2017). A Brave New World For Global Banking (pp. 6-7, 26-27, 41-46). McKinsey & Company. Retrieved from http://www.mckinsey.com/industries/financial-services/our-insights/a-brave-new-world-for-global-banking
  3. Ernst & Young. (2017). Defining The New Drivers of Customer Engagement (pp. 1-18). Ernst & Young. Retrieved from http://www.ey.com/gl/en/industries/financial-services/banking—capital-markets/ey-defining-new-drivers-of-customer-engagement
  4. Ernst & Young. (2017). Fintech Adoption Index 2017. Ernst & Young. Retrieved from http://www.ey.com/Publication/vwLUAssets/ey-fintech-adoption-index-2017/$FILE/ey-fintech-adoption-index-2017.pdf
  5. Ernst & Young. (2017). Digital Australia: State of the Nation 2017. Ernst & Young. Retrieved from https://digitalaustralia.ey.com/
  6. KPMG. (2017). Banking on the Future. KPMG. Retrieved from https://home.kpmg.com/au/en/home/insights/2017/03/banking-on-the-future.html
  7. Boston Consulting Group. (2017). Accelerating Bionic Transformation. Boston Consulting Group. Retrieved from https://www.bcg.com/publications/2017/financial-institutions-global-retail-banking-2017-bionic-transformation.aspx