July 07, 2023
State of Digital Transformation in Financial Services
The financial services industry has undergone significant transformation in recent years due to the rapid advancements in digital technology. From online banking to mobile payment options and financial investment platforms, customers now have access to a wide range of digital options that have revolutionized the way financial services are provided.
We at Artkai understand the importance of digital transformation in financial services, and from our experience as a customer-centric digital product development agency with a proven track record, we believe that understanding the driving forces behind this transformation, key areas of focus, challenges, success stories, and future trends and opportunities is crucial in delivering innovative financial solutions.
In this article, we will explore the state of digital transformation in financial services and its impact in today’s economy.
The Driving Forces Behind Digital Transformation
Digital transformation is the integration of digital technology into all areas of a business, resulting in fundamental changes to how businesses operate and deliver value to customers. In the financial services industry, digital transformation is driven by several key factors.
Evolving Customer Expectations
One of the key driving forces behind digital transformation in financial services is evolving customer expectations. Customers now expect to have access to financial services anytime, anywhere using their mobile phones or laptops. They demand personalized and contextual banking experiences that are fast, secure, and intuitive.
Banks and other financial institutions are responding to this demand by investing in digital platforms that provide a seamless experience across channels. Digital technology allows institutions to provide customers with relevant information and self-service options, which in turn creates a better customer experience and improves retention rates.
For example, banks are now using chatbots to provide 24/7 customer service, allowing customers to get immediate assistance with their banking needs. Additionally, mobile banking apps allow customers to check their account balances, transfer funds, and pay bills from their smartphones, eliminating the need to visit a physical branch.
Regulatory Changes and Compliance
Regulatory compliance is another driving force behind digital transformation in financial services. With increasing regulatory requirements, financial institutions must implement digital solutions that provide a secure and transparent environment to protect customer data and prevent fraud.
Digital platforms can help institutions streamline compliance processes and reduce costs associated with manual processes. By leveraging technologies such as data analytics and automation, financial institutions can improve compliance reporting, reduce risk, and enable compliance teams to focus on more strategic areas within the organization.
For example, anti-money laundering (AML) compliance is a major concern for financial institutions. AML regulations require institutions to identify and verify the identity of their customers, monitor transactions for suspicious activity, and report any suspicious activity to the appropriate authorities. By using digital technology, financial institutions can automate the AML compliance process, reducing the risk of human error and improving the accuracy of compliance reporting.
The rapid pace of technological advancements is also a driving force behind digital transformation in financial services. With the availability of advanced technologies such as artificial intelligence (AI), machine learning, and blockchain, financial institutions can create innovative products and services that meet the evolving needs of customers.
Artificial intelligence and machine learning can be used to analyze large amounts of data to drive better decision-making processes, while blockchain technology can provide secure and transparent transactions that are resilient to fraud and other malicious activities. By leveraging these technologies, financial institutions can not only differentiate themselves from their competitors, but also provide more value to their customers.
For example, AI-powered chatbots can provide personalized financial advice to customers based on their financial goals and spending habits. Additionally, blockchain technology can be used to create secure and transparent supply chain finance solutions, allowing businesses to access working capital at a lower cost.
Finally, the competitive landscape is a driving force behind digital transformation in financial services. New entrants, including fintechs and neobanks, are disrupting traditional business models and capturing market share by leveraging digital technology to deliver innovative financial products and services.
Financial institutions must respond to this competition by investing in digital platforms that provide a superior customer experience, competitive rates, and innovative products and services. Failure to do so could result in lost revenue and market share to more innovative organizations.
For example, neobanks such as Chime and Varo Money are offering fee-free banking services and high-yield savings accounts, attracting younger customers who are looking for a more convenient and affordable banking experience. Traditional banks must respond to this competition by offering similar services and investing in digital platforms that provide a seamless and convenient banking experience.
Key Areas of Digital Transformation in Financial Services
Digital transformation has become a buzzword in the financial services industry. Financial institutions are investing heavily in technology to improve customer experience, streamline processes, and stay ahead of the competition. In this article, we will explore some key areas of digital transformation in financial services.
Customer Experience and Engagement
Providing a superior customer experience is critical in digital transformation in financial services. Customers expect personalized and contextual experiences that are tailored to their specific needs. Digital platforms can provide this level of personalization by leveraging data analytics and other technologies.
Financial institutions can use data analytics to gain insights into customer behavior and preferences. This information can be used to develop targeted marketing campaigns that resonate with customers. For example, a bank can use data analytics to identify customers who are likely to be interested in a new credit card offer and send them personalized marketing messages.
Through digital platforms, financial institutions can also provide customers with self-service options that allow customers to manage their accounts, perform transactions, and access financial information anytime, anywhere. This level of convenience and accessibility is critical in today’s fast-paced, mobile-friendly world.
Data Analytics and Artificial Intelligence
Data analytics and artificial intelligence are critical in digital transformation in financial services. With large amounts of data being generated every day, financial institutions must leverage data analytics to gain insights and make better decisions.
Artificial intelligence can be used to analyze customer data and provide personalized recommendations, products, and services. This level of personalization can help financial institutions differentiate themselves from their competitors and provide more value to their customers.
Moreover, data analytics and artificial intelligence can help financial institutions detect fraud and prevent it from happening. By analyzing large amounts of data and identifying patterns, financial institutions can detect fraudulent activities and take action before any damage is done.
Cybersecurity and Risk Management
Cybersecurity and risk management must be a top priority in digital transformation in financial services. With the increasing threat of cyber attacks, financial institutions must implement robust security measures that protect customer data and prevent breaches.
Financial institutions can use advanced technologies such as blockchain to enhance security and prevent cyber attacks. Blockchain technology is a decentralized digital ledger that records transactions in a secure and transparent manner. By using blockchain, financial institutions can prevent unauthorized access to customer data and ensure the integrity of financial transactions.
Digital platforms can help institutions improve risk management processes, reduce fraud, and ensure compliance with regulatory requirements. By leveraging automation and other technologies, financial institutions can improve risk management processes and reduce the potential for human error.
Automation and Process Optimization
Automation and process optimization are critical in digital transformation in financial services. By automating manual processes, financial institutions can reduce costs, improve efficiency, and deliver a better customer experience.
For example, financial institutions can use robotic process automation (RPA) to automate routine tasks such as data entry and reconciliation. This can free up employees to focus on more complex tasks that require human intervention.
Digital platforms can also help institutions optimize processes by providing real-time data and analytics that enable fast decision-making. By leveraging these technologies, financial institutions can create a more efficient and effective organization that is better positioned to meet the needs of its customers.
In conclusion, digital transformation is a critical component of success in the financial services industry. Financial institutions must invest in technology to improve customer experience, streamline processes, and stay ahead of the competition. By leveraging data analytics, artificial intelligence, cybersecurity, and automation, financial institutions can create a more efficient and effective organization that is better positioned to meet the needs of its customers.
Challenges in Implementing Digital Transformation
Legacy Systems and Infrastructure
Legacy systems and infrastructure are one of the biggest challenges in implementing digital transformation in financial services. Many financial institutions continue to use outdated systems that are not designed to support digital platforms.
To address this challenge, financial institutions must invest in modern systems and infrastructure that are scalable, secure, and flexible. Upgrading legacy systems and infrastructure is critical in implementing digital transformation and delivering innovative financial services.
Organizational Culture and Resistance to Change
Organizational culture and resistance to change are also significant challenges in implementing digital transformation in financial services. Many financial institutions have internal cultures that are resistant to change.
To overcome this challenge, organizations must invest in training and change management programs that prepare employees for digital transformation. Financial institutions must also develop a culture of innovation that encourages employees to embrace digital technology and its potential to create value and enhance customer experiences.
Data Privacy and Security Concerns
Data privacy and security concerns are critical challenges in digital transformation in financial services. Financial institutions must implement robust security measures that protect customer data and prevent breaches.
Financial institutions must also comply with regulatory requirements that safeguard customer data. Failure to comply with these requirements can result in significant legal and financial penalties, as well as loss of customer trust and confidence.
Talent Acquisition and Retention
Talent acquisition and retention is another challenge in digital transformation in financial services. Many financial institutions struggle to attract and retain talented employees with the skills needed to support digital transformation.
To address this challenge, financial institutions must invest in training and development programs that prepare employees for digital transformation. Organizations must also create a work environment that encourages collaboration, innovation, and continuous learning.
Success Stories and Best Practices
Innovative Financial Institutions Leading the Way
There are many success stories of financial institutions that have successfully implemented digital transformation and are leading the way in delivering innovative financial services. These institutions are leveraging digital technology to create new revenue streams, improve customer experiences, and drive growth.
Examples include Bank of America, which has invested heavily in digital platforms that provide customers with personalized and contextual experiences, and Capital One, which has implemented machine learning algorithms to better analyze customer data and provide personalized recommendations.
Collaboration with Fintech Startups
Another best practice in digital transformation in financial services is collaboration with fintech startups. By partnering with startups, financial institutions can access new technologies and innovative ideas that help them stay ahead of the competition.
One example of this is BBVA, which has partnered with fintech startups to create innovative products and services that meet the evolving needs of its customers. These partnerships have enabled BBVA to deliver a superior customer experience that differentiates the organization from its competitors.
Adopting Agile Methodologies
Adopting agile methodologies is another best practice in digital transformation in financial services. By adopting agile methodologies, financial institutions can become more responsive to changing customer needs and market dynamics.
An example of this is JP Morgan Chase, which has implemented agile methodologies to improve its product development process and reduce time-to-market for new products and services. This has enabled JP Morgan Chase to become more nimble and respond quickly to changing customer needs and market dynamics.
Investing in Employee Training and Development
Investing in employee training and development is another best practice in digital transformation in financial services. By providing employees with the skills and resources they need to support digital transformation, financial institutions can create a culture of innovation that drives growth and fosters innovation.
An example of this is Citi, which has implemented a training and development program that prepares employees for digital transformation. This program provides employees with the skills and knowledge they need to support digital platforms and innovate new products and services that meet the evolving needs of customers.
Future Trends and Opportunities
The Role of Blockchain and Cryptocurrencies
Blockchain and cryptocurrencies are future trends in digital transformation in financial services. Blockchain technology can be used to create secure, transparent transactions that are resilient to fraud and other malicious activities.
Cryptocurrencies can provide customers with new payment options that are fast, secure, and inexpensive. Financial institutions can also leverage blockchain and cryptocurrency technologies to create new revenue streams and provide value to their customers.
Open Banking and API Integration
Open banking and API integration are also future trends in digital transformation in financial services. Open banking allows third-party providers to access customer data and provide innovative financial products and services.
API integration enables financial institutions to integrate their products and services with other applications and platforms, which improves customer experiences and drives growth. Financial institutions that adopt these technologies will be better positioned to meet the evolving needs of customers and stay ahead of the competition.
The Rise of Neobanks and Challenger Banks
The rise of neobanks and challenger banks is another future trend in digital transformation in financial services. These institutions are disrupting traditional business models by leveraging digital technology to deliver innovative products and services.
Neobanks and challenger banks are able to provide a better customer experience, competitive rates, and innovative products and services, which is driving growth and market share. Financial institutions that are able to embrace and integrate with these new entrants will be better positioned to stay ahead of the competition and deliver value to their customers.
Personalized and Contextual Banking Experiences
Finally, personalized and contextual banking experiences are a future trend in digital transformation in financial services. Customers expect tailored experiences that are relevant to their specific needs and preferences.
Financial institutions that are able to provide personalized and contextual experiences through data analytics, artificial intelligence, and other technologies will be better positioned to differentiate themselves from their competitors and provide more value to their customers.
Successful FinTech product cases by Artkai
Here are some examples of how Artkai helped FinTechs solve problems and increase their customer acquisition and product growth.
Internet Banking App for ProCredit Georgia
Our client wanted to digitalize ProCredit bank entirely. Creating an app ought to have reduced the workload on personnel at physical branches and contact centers and highlighted ProCredit’s financial consulting offerings. The goal was to make existing capabilities more approachable and user-friendly by enabling bank customers to register for and use new services online.
Our team conducted a wide range of research projects, including multiple talks with ProCredit’s IT department and interviews with both bank clients and employees. We segmented the design effort into its component sections with distinct milestones for progression, which made the client’s implementation easier. Artkai revamped the mobile banking app and created web banking with a dashboard and quick access navigation.
Our efforts had notable outcomes for the client:
- Online access to banking services has reached 99 percent.
- Transferring money online or through a mobile banking app takes only half as long.
- Via a mobile banking app, banning a card now happens 60% faster.
- The mobile app logs events twice as quickly as the previous version.
DNA Payments: An Intelligent Payment Ecosystem
One of the largest omnichannel payments firms in the UK and the EU, DNA Payments Group, contacted the Artkai team and asked us to rebuild their present interface. The website needed to be totally redesigned to be useful for current users and attract new ones so businesses could expand and earn more money.
Our team revamped key components of the portal, which had a big impact on the outcomes. By the end of 2022, DNA Payments served over 65,000 merchants, aiming to rank as the fourth-largest payment provider in the UK. After the redesign, the portal offers quick, secure, and simple-to-use payment options for every location, both online and offline. With 100,000 terminals and checkout pages, £900,000,000 is handled each month.
On a broader scale, our platform redesign directly impacted the following outcomes:
- +18% of new users following the first month after the portal’s redesign;
- x2,3 lower churn rate.
Digital transformation in financial services is not an option, but a necessity. Financial institutions that embrace this transformation and invest in digital platforms and technologies will be better positioned to meet the evolving needs of customers, drive growth, and stay ahead of the competition.
From our experience at Artkai, we have seen that successful digital transformation requires a customer-centric approach and a culture of innovation that encourages employees to embrace digital technology and its potential to create value and enhance customer experiences.
If you need help with digital transformation in financial services, don’t hesitate to contact us at Artkai. We have a proven track record of building innovative digital solutions that drive growth and meet the evolving needs of our customers.
Explore articles from Artkai - we have lots of stories to tell
Join us to do the best work of your life
Together we advance the human experience through design.
Get the latest news from Artkai
Hand-picked insights from our experts on human-centricity, digitalization trends, and more in one click. No spam, only quality.