Banking Agenda - Issue 1, 2017

Latest insights and thought leadership for our banking and capital markets clients

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Welcome to the latest edition of Banking Agenda.

In the current environment, the banking industry must innovate in order to grow and banks right across the globe are looking for alternative ways to organise and optimise their business, so they can be more efficient while also meeting the needs of regulators and consumers.

In this edition of Banking Agenda is our 2017 Global Banking Outlook. This survey of senior executives at almost 300 banks across the globe, indicates that risk and regulation will continue to dominate management’s agenda over the next 12 months. Uncertainty is no excuse for inaction. looks at banks’ reported strategic priorities and proposes actions banks should take to help them both “keep safe” and “make things better.”

Findings from our Global Consumer Banking Survey suggest that consumers are ready to engage more deeply and meaningfully with banks – but only if institutions vastly improve by delivering the right content and propositions via high-quality experiences and optimising the mix of channel to match diverse customer preferences. Discussed in: Defining the new drivers of customer engagement is how customer engagement involves customer willingness to interact with banks and is arguably a prerequisite for customer advocacy. Engaged customers are likely to view banks as trusted advisors, share personal information and turn to banks more often for advice on financial matters.

Software Robotics, or Robotic Process Automation (RPA) promises to transform the cost, efficiency and quality of executing many of the back office and customer-facing processes that businesses rely on people to perform. So how ready is your organisation? There is no ‘one size fits all’ approach. Scale, culture, existing technological maturity, and consumer and employee profiles all determine which technologies to invest in and which are likely to repay that investment. Given the promise of RPA, where do companies go wrong? Our feature on RPA discusses the top 10 issues that companies always need to address to deliver on the promise of RPA.

We hope that you find the materials included in this edition of Banking Agenda to be insightful and thought provoking. If you would like to discuss any of the topics contained in this edition, or would like to provide your feedback on this publication, please contact your local EY representative.