According to Deloitte, today's most successful banks are focusing on improving the user experience, using artificial intelligence and new business models. This is according to the Digital Banking Maturity 2024 (DBM 2024) study, which reveals key trends in digital banking.

Key trends include the development of online investment products, the digitisation of mortgages and more efficient IT operations management. Czech banks are actively engaged in these areas, with their investments in innovation and technology significantly accelerating digital progress.

Deloitte identifies one of the main trends as a shift in priorities towards improved user experience (UX) and better personalisation of services. The COVID-19 pandemic has accelerated the digitisation of banking services, and now banks are focusing on tailoring their services to individual customer needs.

"Improving the digital experience is key for banks today. We see that banks in the Czech Republic and around the world are moving from expanding the number of functionalities to focusing on intuitive design and personalisation of digital channels. Ease of use of banking systems is what users value most today, " comments Kamil Olszynski, Partner in charge of technology consulting for the financial sector at Deloitte.

Banks are now starting to provide more and more digital services related to mortgage loans. These were previously neglected due to their complexity. This simplifies the whole process - from application to loan admin. In addition, banks are investing in personal financial management (PFM) tools and automated investment advice to help clients better manage their finances.

"Czech banks are focusing more on personalised advisory services that enable clients to better manage their finances and make informed decisions. This trend contributes to strengthening client loyalty and increasing the frequency of use of digital channels, " adds Ivo Apetauer, Senior Manager, specialising in the digitalisation of the financial sector at Deloitte.

The study revealed that the most advanced markets in digital banking are currently Turkey and India, followed by South America and Northern European countries. In the Central Europe region, Poland was the leader, followed closely by the Czech Republic and Slovakia.

"In the Czech Republic, we see significant investments in streamlining and consolidating IT operations. These changes may not be immediately visible to bank clients, but they are a key enabler for the further successful development of digital banking services," says Pavel Šiška, Deloitte Consulting's lead partner, adding, " Banks are also focusing on designing new business models based on membership or subscription, which allows them to create innovative services available through digital channels."

One of the main trends identified by DBM 2024 is the shift from expanding the spectrum of digitalised services towards improving user experience (UX) and better personalisation of services. The COVID-19 pandemic has accelerated the digitisation of banking services, and now banks are focusing on tailoring their services to the individual needs of their customers.

"Personalisation is revolutionising banking - banks are not only providing personalised content, but also offering tailored advice to help customers better manage their finances. This strategy increases customer engagement and loyalty. Personalised financial advice is a step forward in creating a more valuable relationship between client and bank," comments Ivo Apetauer.

Another interesting trend that the study revealed is the development of digital mortgages, which were previously neglected due to their complexity. Banks are now starting to provide more and more digital services related to mortgage loans, simplifying the process from application to loan management. In addition, banks are investing in personal financial management (PFM) tools and automated investment advice to help clients better manage their finances.

In addition to customer experience, optimising operational efficiency remains important for banks. The study shows that banks are increasingly looking for ways to reduce costs and increase efficiency through new technologies, including artificial intelligence and generative AI. This trend allows banks to make better use of existing resources while ensuring sustainable growth and competitiveness in the market.

"It is interesting to see how artificial intelligence is becoming a key topic in Czech banks. AI is now not only improving customer support, but also enabling banks to better anticipate customer needs and protect against fraud more effectively. It is clear that AI will have a huge impact on how banks operate and what they can offer their clients in the coming years, " adds Apetauer.

The Digital Banking Maturity 2024 study analysed 349 banks from 44 countries across six continents. It provides a global benchmarking of digital retail banking channels and has mapped more than 1,000 functionalities in digital services such as websites, internet banking and mobile apps. The research also includes 4,500 user responses to help identify their preferences and needs.