The Future of Digital Banking: Banking in 2030

The Future of Digital Banking: Banking in 2030

The banking industry of 2030 will look very different from what it looks like today – some of what we will see will be evolutionary and some will be radically different. Whilst predictions into the future are always fraught with uncertainty, we are confident that the landscape will be far more competitive, efficient and innovative in delivering consumers 'autonomous experiences' that are not possible today.

Carmen Bekker

Partner in Charge, Customer Advisory

KPMG Australia

The Future of Banking

The market-leading banks of tomorrow will understand that technology will not limit what is possible. Instead, they will harness digital capability to put the customer firmly in control of their destination and preferred model for dealing with their bank and other service providers.

This is not a one-size fits all.

Some consumers will opt for an autonomous banking experience where they are time poor, lack knowledge and have high levels of trust in their bank to do the right thing by them and confidence in their competence to do what they say they will do. And others will want more hands-on involvement – it will be their choice and winners will be adaptive to their needs.

Crucial to this is an understanding of how technology is reshaping how people work, live and play and embracing this deeper knowledge to help consumers better manage increasingly complex, fragmented lives whilst giving them the confidence that their data is safe and secure.

Our The Future of Digital Banking report, written in collaboration with the Commonwealth Bank, stimulates thinking about how the banking industry can be smarter and better, positively impacting on consumers, their relationship with money and through this, their financial wellbeing.

Key report findings

  • How will banks evolve?
    Banks will transform alongside the shifts in how people work, live and play. We explore the four primary areas that will enhance financial services ability to deliver improved financial wellbeing: data, business models, regulation and emerging technology.
  • The impact of technology in 2030
    A number of emerging technologies will combine to redefine the bank-customer relationship forever. As technology reshapes how we live and communicate, this will have an impact in a number of ways including a hyper-connected world as the norm, engagement as a service and the rise of the ‘super-app’.
  • Banking in 2030
    Leading banks will become a trusted interface for life, embedded within the needs and lifestyles of consumers. For banks to truly succeed and stay relevant, we have identified six key themes they will need to tackle and own.
  • Future customer of 2030
    Banks will need to adapt to individual customer desire for control and knowledge. Our survey of over 1,000 Australian consumers identified the increasing savviness of consumers will drive an intense and urgent new battle between incumbents and challengers to be their trusted interface of choice.

KPMG Australia acknowledges the Traditional Custodians of the land on which we operate, live and gather as employees, and recognise their continuing connection to land, water and community. We pay respect to Elders past, present and emerging.

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