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Retail banking: the growing importance of direct and digital channels

One of the predominant drivers and challenges in retail banking across the globe is the ongoing evolution towards direct models and channels, predominantly digital channels.
Retail banking distribution channels will continue to evolve towards these more direct models and channels across Europe, even as the evolution has been going on for quite some time now. This will lead retail banks to (continue to) adopt more marketing techniques – again predominantly digital – to increase the percentage of new clients acquired via such direct channels. In other regions, the same phenomenon occurs. And the digital transformation challenges certainly are not just about marketing.
In a report on retail banking evolutions in the US, for instance, Capgemini wrote that “the growing influence and popularity of direct channels, supported by changing channel usage patterns, has resulted in a need for a role transformation of traditional channels such as the branches”.
Some of the main drivers of the emergence of direct channels are:

• technological/digital possibilities as such
• the need – and potential – to reduce costs and optimize efficiency and processes
• changing consumer demand and behavior (more empowered, digital and demanding)
• related with the above: the need to put the channel-agnostic consumer first and provide the right interaction possibilities and information when and where people want in a consistent way
• the advent of disruptive players, offering different experiences, products and channel strategies
• the increasing success of direct banking pureplayers
• dissapearing silos of data and telephony

Geographical differences regarding the impact of direct/digital channels in retail banking

There are important differences in the expectations of retail banking executives regarding the actual impact of direct channels, depending on the region, just as there are differences in the preferences consumers across the globe have regarding direct and digital channels. Below are some general data.
Note: direct channels are not just digital channels. Also the phone, for instance, remains an important channel. However, as the borders (and divisional silos) regarding telephony, data/networks and even the workplace (think unified communications and collaboration in this context), dissapear, it inreasingly becomes part of an overal digital transformation exercise as well.

	VARIAÇÕES HOMÓLOGAS
	HOMOLOGOUS CHANGE
Empréstimos de Outras Instituições Financeiras Monetárias a Particulares
Loans of Other Monetary Financial Institutions to Private Individuals
					Milhões de Euros
					Millions of Euros
Crédito		Concedido		Cobrança Duvidosa
Banking Credit	Installment Credit			Uncertain Collection
Habitação	FEV.14	105.089			2.446
Mortgage	FEV.15	101.065	-3,83%		2.513	2,74%
Consumo	FEV.14	11.916			1.414
Consumption	FEV.15	11.944	0,23%		1.294	-8,49%
Outros Fins	FEV.14	10.183			1.332
Another Finality	FEV.15	9.869	-3,08%		1.576	18,32%
Total	FEV.14	127.188			5.191
Total	FEV.15	122.879	-3,39%		5.383	3,70%
Fonte: Boletim Estatístico do Banco de Portugal
Source: Portugal Central Bank

	VARIAÇÕES HOMÓLOGAS
	HOMOLOGOUS CHANGE
Empréstimos de Outras Instituições Financeiras Monetárias a Empresas Não Financeiras
Loans of Other Monetary Financial Institutions to Non-Financial Corporations
					Milhões de Euros
					Millions of Euros
	Crédito Concedido				Cobrança Duvidosa
Installment Credit				Uncertain Collection
	FEV.14	98.669			12.252
	FEV.15	85.757	-13,09%		12.962	5,79%
Fonte: Boletim Estatístico do Banco de Portugal
Source: Portugal Central Bank

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