Extract
[...] The digital banking services available to clients, via online applications, available on smartphones, make banks more accessible, simple, connected, and reactive. In fact, customers can perform their own banking operations, without the presence of a bank advisor, and directly access their transaction history. Meanwhile, the digital transformation of banks has accelerated during the Covid-19 health crisis. A study conducted by the French Banking Federation (2023) shows that the number of French people using their online banking app increased by 19 points during the 2020 health crisis. [...]
[...] In the first part, we study the change in customer behavior, and the resulting adaptation on the part of banks. Then, in the second part, we focus on the challenges posed by digitalization for banks. 1. Change in customer behavior due to digitalization 1.1 Characteristics of the client in a digitalized banking sector An autonomous client; comparator; demanding, who requires more personalization and speed in the processing of his request A customer who moves less to the agency and uses more and more digital tools Use of digital tools by customers. [...]
[...] FBF-IFOP (2023), "The French, their bank, their expectations - The relational bank recognized by the French", February 2023. Itesoft (2022), "Banking Digitalization: A Leap Towards Customer Experience and Operational Excellence", October 21, 2022. Klein, O. (2019), "Strategies of Retail Banking in the Face of Technological Revolution", Revue d'Economie Financière, pp. 193-206. Laroutis, D., Boistel, P. et Berriche, A. (2023), "Digitalisation of banking services and risk of change in the role of the bank advisor in the agency", La Revue des Sciences de Gestion pp. 45-54. Llorca, M. (2017), "Banks facing fintech", L'Economie politique pp. [...]
[...] With the development of new digital distribution channels, clients are moving less to the agency to meet their advisor. New human behaviors are emerging, with clients wanting to move as little as possible for daily transactions or who live far from their bank and therefore choose another means of consumption. Traditional banks are also facing the emergence of new banks, often referred to as digital banks. This can include neo-banks or online banks. In these conditions, the ongoing digital transition in the banking sector is important and is characterized by the development of new digital banking services to meet the personalized needs of the client. [...]
[...] (2020), Transforming the bank. What strategies in the digital era? Dunod. Meilleurtaux Banques (2020), "The crisis has changed the expectations of clients in the banking sector", June 2020. Revue Banque (2020), "French banks facing the challenge of digitalization", January 15, 2020." Revue Banque (2020), "The role of the advisor in the digitalization process", August 31, 2020. Revue Banque (2022) "How to ensure the digital transformation of banks and insurance companies?", September 28, 2022. Sia Partners, "The banking distribution at the horizon 2030". [...]
