Studies & Reports



The case for digital mutation: How retail banks can become bionic at scale
Study BCG, January 2017
There’s little question that retail banks need to step up their digitization efforts. Customers demand it and margins depend on it. But retail banks need to become more than simply digital versions…

Keywords : Innovation , Operational excellence/Cost efficiency

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Retail banking in Africa 2016: The digital transformation
Regional review Oliver Wyman, December 2016
African banks find themselves on a perilous path as they navigate the challenges presented by low banking penetration rates and a highly competitive market. But from these pressures are great opportunities.…

Keywords : Digital/Mobile channels , Bank Products & Services , Operational excellence/Cost efficiency

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Digital transformation of the banking salesforce
Study Accenture, November 2016
Digital is radically transforming the banking network, generating a clear call to action for managers and HR to reshape the salesforce.The drivers for change include the migration of customers from branches…

Keywords : Operational excellence/Cost efficiency , Sales management , Digital/Mobile channels

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Digital engagement and collaboration in wealth and investment management
Study Objectway, November 2016
Technology and digitalization are radically upending the wealth management industry and considerably challenge its value proposition. Wealth Managers should think of clients in terms of digital awareness…

Keywords : Operational excellence/Cost efficiency , Affluent/Private , Digital/Mobile channels

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Getting big in small business banking
Study BCG, November 2016
Small businesses contribute roughly 5-10% of total revenues to banks per year on average. With such a substantial revenue pool one would imagine banks would be falling over themselves to service this…

Keywords : SME/Corporate

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The state of CX management in retail banking 2016
Study Forrester, November 2016
What’s the customer experience maturity level of the banking industry?Forrester surveyed Efma members, and three-quarters of them said that their bank aspires to be a leader in customer experience…

Keywords : Customer experience

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Responding to change: how are banks using information and pricing strategies to boost profitability?
Study Oracle Corporation, November 2016
The financial services industry has changed significantly in recent years and is currently undergoing a massive transformation. This has been partly driven by a huge array of regulations and an enormous…

Keywords : Big data , Offer/Pricing

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Retail banking in Asia Pacific: Digital transformation
Regional review Efma, November 2016
Banks operating across Asia Pacific are caught up in a whirlwind of change. The phenomenal growth experienced by the region’s financial services sector over the last decade has been stunted by a…

Keywords : Digital/Mobile channels , Bank Products & Services , SME/Corporate , Affluent/Private , Biometrics , Fintech , Islamic customer , Robotics/AI , Innovation

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World FinTech Report 2017
Study LinkedIn, Capgemini, November 2016
In a world of changing dynamics where finance and technology collide, Capgemini and LinkedIn, in collaboration with Efma, bring you the first World FinTech Report 2017. Designed to explore new models…

Keywords : Fintech , Innovation , Moment of truth

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The new place of financial advisors in customer experience
Study Wavestone, October 2016
Financial services are still facing today the collateral effects of the financial crisis. Most of their efforts lately have been into responding to the new regulations, stabilizing their finances by making…

Keywords : Financial advice , Customer experience , Robotics/AI

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Efma reports


With more than 30 reports published yearly, co-written with leading consulting and IT partners (Efma associate members), we offer a snapshot of market trends for you to get inspired through winning strategies developed on other continents.

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