External reports

4 SOPRA STERIA / 07 CONVICTIONS FOR THE FUTURE OF BANKING 4 SOPRA STERIA / DIGITAL BANKING EXPERIENCE REPORT 2022 "Banks must accelerate their digital transformation to meet their customers' expectations for new services. Technology and data analysis are key levers that banks can activate to diff erentiate themselves while ensuring control of the regulatory framework," says Laurence Niclosse, Director of Customer Experience for Banks, Sopra Steria Next. Customers mixed on their bank's value Despite the apparent proximity and ease of communicating with their bank through digital channels, customers emphasize the lack of their banks' presence at key moments in their lives; for instance, when they are seeking advice, support and personalized services. Only 26% of customers say they are completely satisfi ed with the level of personalization off ered by digital tools, and 29% deplore banks' ability to listen to them on these same channels. Hyperconnectivity calls for hyperpersonalization Today's banking customer is hyperconnected, digitally savvy and has accounts across multiple diff erent banks. As such, they are less likely to interact with their bank advisor. Nearly four out of ten customers now have an online bank, which 36% consult with at least once a day. Mobile applications and websites are becoming the primary channels of exchange for 58% of respondents. Only 25% of customers say that they contact their advisor as their fi rst means of communication. (That rate is 57% in France, compared to 23% in the Netherlands.) For the most sophisticated users, digital is no longer just a channel for interaction – it is expected to be a payment and fi nance management channel with high added value. Management assistance services facilitated by artifi cial intelligence (AI) are of great interest to 67% of respondents, who would willingly use a personalized recommendation and alert system in case of fi nancial problems. 68% of customers are interested in an application that would unify all of their payment methods in one place. The appeal of cryptocurrencies is also growing, as one in four customers has already invested in cryptocurrencies, a trend that is particularly widespread in Africa (42%) and the United States (32%). These gaps between the services off ered and those desired lead customers to question the durability of their relationship with their bank. This probably justifi es the fact that 46% of customers say they would open an account with a non-bank player, if it off ered enticing products. On a European scale, this fi gure is highest in Luxembourg (51%) compared to only 11% in the Netherlands. Only 26% of customers say they are completely satisfied with the level of personalization off ered by digital tools. 29% deplore banks' ability to listen to them on these same channels. 68% of customers are interested in an application that would unify all of their payment methods in one place. 26% 68 % 29% Security: a new lever of value A corollary of the acceleration of digital uses, cybersecurity is a subject of interest for both banks and end-customers alike. More than one customer in four has been the victim of an attempt to hack into bank data or identity theft, an attempt that has been successful more than one in seven times. Paradoxically, 82% of cybercrime victims think that digital technology has contributed to the security of exchanges and operations with their bank.

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