White Papers and Reports

Whose Customer Are You? The Reality of Digital Banking

In February-March 2018 The Economist Intelligence Unit, on behalf of Temenos, surveyed 400 global banking executives about the challenges retail banks expect to face between now and 2020, and the strategies they are deploying in response.

The survey respondents were geographically diverse: 25% were drawn from Europe, 25% from the Asia-Pacific region and almost 18% were from North America. This year’s survey had our highest ever representation from emerging markets, with approximately 16% of respondents from Latin America and 16% from Africa and the Middle East.

By the size of their employer, the respondent base is evenly split. Half work for parent groups with assets over US$10bn, the other half work for smaller organizations, including co-operatives and community banks. In terms of seniority, 51% are at C-suite level and 10% are board members.

A fifth (20%) of respondents work in finance roles, over 10% work in general management roles and 9% work in IT. Marketing, sales and customer service constitute 16% of the base. A further 6% of respondents work in information and research and 5% in research and development. 

In addition, in-depth interviews were conducted with 20 senior executives and experts from banks, Fintech companies and security advisers.

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