Banking 2016: Next-generation banking

Accelerating growth and optimizing costs in distribution and marketing.


Enhanced multichannel experiences, social media interactions and mobile technology can enable banks to achieve success—today and in the future.

Today’s banks must restore customer trust, defend against new competitors and avoid commoditization. In this report, Accenture proposes three business models that can help banks overcome these challenges:

  • The “Intelligent Multichannel” bank.

  • The “Socially Engaging” bank.

  • The “Financial/Non-Financial Digital Ecosystem” bank.

Banks face three critical battles: restoring customer trust, defending their payments business from new entrants and avoiding commoditization. Accenture’s Banking 2016 report highlights the steps that banks must take to win these battles and achieve next-generation banking.

The first step is getting the basics right. By reinforcing core business operations, banks can improve efficiency, customer relevance and profitability. Next, banks can focus on the path ahead.


Accenture’s Banking 2016 report focuses on three business models that can enable banks to achieve a competitive advantage:

  • The “Intelligent Multichannel” bank offers enhanced multichannel experiences to engage customers.

  • The “Financial/Non-Financial Digital Ecosystem” bank uses mobile technology to place the bank at the center of an ecosystem that sells financial and non-financial services.

  • The “Socially Engaging” bank creates customer intimacy through social media interactions.

These business models are not mutually exclusive. In fact, Accenture estimates that by working aggressively to implement all three models, a bank can double its annual revenue growth rate—in developed markets, an increase from 4 percent to 8-plus percent—while reducing its cost to serve by 20 percent.


To achieve competitive differentiation, banks must define a clear strategy and customer proposition, and then develop the capabilities to reach these goals. Accenture recommends that banks:

  • Define a vision for future scenarios and opportunities.

  • Ensure a dedicated focus to getting the basics right.

  • Create a digital lab to test and learn social, mobile and digital innovations.

  • Establish an overall strategy that includes the appropriate capability mix and investment choices.

  • Develop an appropriate sourcing strategy to enable scale and deliver required capabilities at speed.

By following this next-generation approach, banks can position for growth, improve performance and achieve a competitive advantage—in the near- and long-term.

Banking 2016 - Infographic

Banking 2016: Accelerating Growth and Optimizing Costs in Distribution and Marketing
Creating a solid foundation can better prepare banks to adopt the innovative banking models they will need to effectively compete through 2016 and beyond: diversifying profit pools, expanding customer access, and optimizing products and services.


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Banking 2016: Three New Banking Models That Will Spur Growth
This video explains how institutions can optimize their branch network with new banking models. Three new models of banks are emerging that leverage customer analytics, social media interactions and mobile innovations to satisfy evolving customer needs.

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