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Banking Technology Vision 2020

September 4, 2020


In brief

Driving value and values during COVID-19


of banking executives agree there is a need to dramatically reengineer the experiences that bring technology and people together in a more human-centric way


of banking executives report that AI is woven into the fabric of their organization

2020 tech trends

The I in experience: choosing your own adventure

As people demand more ownership of their digital lives, banks must find ways to allow them to interact on their own terms and make them co-creators of their experiences. Those that do will find more active, engaged and loyal customers.

AI and me: business where AI and humans cooperate

Banks have successfully adopted AI tools and practices that speed up the automation of basic tasks in existing workflows. But to use AI simply to make processes and functions run faster and cheaper is to limit its impact. Tomorrow’s leaders are thinking about how they can scale their deployments as well as using AI as a collaboration tool.

Post-COVID CX: a connected customer experience

COVID-19 has caused banks to create compelling experiences that span all the touch points in the customer journey. As they rush to update mobile apps, websites and other channels to expand functionality, they must ensure the experience remains consistent, empathetic and relevant—and can evolve in step with customers’ constantly changing needs.

Innovation DNA: engines for perpetual innovation

As the world changes rapidly, yesterday’s expectations for innovation are out the window. Many of the reasons banks might have played it safe—failing to see the demand for change or being risk-averse—have become irrelevant. Leaders will create new innovation strategies and form new partnerships to pivot quickly and continuously during this crisis.

Is your bank ready for the post-COVID world?

The long-term challenge is setting banks up to successfully rebuild and recover when the worst of the pandemic is over.

Contact us

Michael Abbott

Senior Managing Director – Global Banking Lead

Francesca Caminiti

Director – Accenture Research, Financial Services, Global

Schira Lillis

Director – Global Financial Services Research Lead
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