Unlock Your Access for the Data Webinar: Winning Data Teams: Getting Started and Scaling Your Team aired November 15, 2022

If you couldn’t make it to beautiful Austin, TX for American Banker’s Digital Banking Conference 2018, you’re in luck!  We prepared a quick summary from some of the most interesting keynote speakers at the conference right here for you!

The Future of Digital Banking

Jim Marous on Twitter

The opening keynote by @BrettKing at #DigBanking18 sets the stage for an event about the future of digital banking. Will traditional banks embrace change, take risks and disrupt themselves? @AmerBanker @rshevlin @psb_dc @leimer @DanLatimore @pennycrosman

A report by Oracle showed banks are using different approaches to drive their digital strategies and deal with competition from fintech companies. The report explores four key digital strategies that banks have been using with varying success:

Craig Iskowitz on Twitter

Top 20 US Banks controlled 22% of assets 10 years ago, now it is 67% via @BrettKing #DigBanking18

There has been a long-term, secular trend towards consolidation in the banking sector. The total number of banks dropped by 4,810 between 1994 and 2016.  There are a number of factors driving this trend:

Craig Iskowitz on Twitter

Only 5% of US banks today have a totally digital onboarding experience via @BrettKing #DigBanking18

This is a huge opportunity for both banks and technology vendors.  Any banks that can manage to achieve 100% paperless onboarding will have a tremendous advantage in the market.  It’s also the main reason why there were so many companies selling digital account opening software at the conference.  Whichever ones get the most traction can sweep up a lot of market share.

Across Europe, retail banks have digitized only 20% to 40% of their processes; 90% of European banks invest less than 0.5% of their total spending on digital. As a result, most have relatively shallow digital offerings focused on enabling basic customer transactions, according to a report by McKinsey & Company.

Craig Iskowitz on Twitter

No challenger bank in the world has launched a branch network. Banks that rely on branches for revenue will go out of business. via @BrettKing #DigBanking18

There was a lot of discussion on my Twitter feed about whether or not this was true.  Terry Cordeiro brought up the point that UK-based Metro Bank is considered a challenger bank that is trying to upend the “Big 4” (BarclaysHSBCLloyds Banking Group, and Royal Bank of Scotland Group).  Metro has opened branches and plans to continue until they have 200 to 250 in Greater London.

Brett King responded (also via Twitter) that that Metro Bank was “technically pre-Fintech licensing – traditional charter. New bank, not challenger as per licensing models”.

“Technically, yes. But it’s still a new bank challenging old banks. Different operating model,” Cordeiro replied.

“My point was about economics,” King continued. “VCs don’t support branch deployment because of scale and acquisition costs being terrible thru physical networks. Metro cost of acquisition £200, Monzo £15-20.” Which seemed like a very strong point to me.

Cordeiro finished up the exchange with, “Don’t disagree with the economics of onboarding. Interesting to see how fintech challenger banks will make revenues from basic current accounts.”

Winning Digital Strategies

A conversation with Bank of America’s Chief Operations & Technology Officer Catherine Bessant.

Theo – 劉䂀曼 on Twitter

AI will make or break companies” – Catherine Bessant (By the way – nice boots!) #AI #digital #banking #fintech @AmerBanker @pennycrosman #DigBanking18

Bessant believes that AI will make or break banks, either through its misuse and resulting reputational damage, or by gaining operational scale and increasing the ability to recruit critical technology talent going forward.  (See Will AI be an Advisor’s Best Friend or Worst Nightmare?)

Mike Horrocks on Twitter

At #digbanking18 @BofA_News Catherine Bessant – I have 4500 inventors working for me. Are your bankers just bankers or are they inventors? #Fintech

I believe Bessant was referring to her technology team, but the analogy is still valid. Are other banks treating their staff like cogs in a machine or are do they consider each to be an individual innovation engine that should be cultivated and helped to grow?

Gavin Michael

Gavin Michael is head of technology for global consumer banking for Citi. Michael was named American Banker’s Digital Banker of the Year in 2016 when he was still at JP Morgan.

Craig Iskowitz on Twitter

40% of @Citi mobile app users are #Millennials –Gavin Michael #DigBanking18

A third of Millennials don’t believe they will even need a bank in the future and five million of them do not have a checking account, citing distrust of banks as the reason.

So for Citi to manage to attract significant numbers of younger customers to their mobile app is an achievement.

Craig Iskowitz on Twitter

60% of all payment transaction are now done digitally –Gavin Michael @Citi #DigBanking18

Digital payments are expected to reach a record 726 billion transactions by 2020, according to a recent study:

“Curiously, though the number of transactions continues to rise at a rapid rate, the average USD value per transaction has decreased slightly, as digital establishes itself as a growing rival to cash for low cost purchases.”

Michael also reported that Citi saw a 25% increase in mobile users in 1Q’18.

Craig Iskowitz on Twitter

@Citi customers can now perform basic bank tasks on Facebook Messenger by leveraging their Open API framework –Gavin Michael #DigBanking18

Messaging will become the digital battleground of the future as more apps launch their own financial services that compete with their partners’ offerings. If customers can check their balances and send payments through Facebook Messenger for their Citi accounts, they can also do the same things for accounts at Chase or BofA. Yet Facebook gets to keep the eyeballs (for advertising) and any revenue share from the partner banks.

Craig Iskowitz on Twitter

@Citi has captured over 4 Petabytes of customer data –Gavin Michael #DigBanking18

A survey by networking giant Cisco Systems predicts that total Internet traffic will surpass 3 Zettabytes by 2021 and over 80% will be video.  1 Zettabyte equals a million petabytes.

Finn Partners on Twitter

Dr. Gavin Michael of @Citibank says #banks should show up in new unexpected places with new capabilities. In China, @Citibank teamed up with @WeChatApp, approving instant #loans for consumers on their phone. #DigBanking18

Global banks have an advantage to offer that can gain them access to key partnerships in growing markets. Scale, access to capital and technical and human resources that can be applied to support them that startups just cannot match.

US banks are doing everything they can to squeeze themselves into the Chinese market. Citi’s deal with Tencent’s WeChat can help them gain a foothold in consumer loans considering WeChat’s tremendous base of over 1 billion users. Since WeChat is connected to almost every aspect of consumers’ daily lives, Citi could benefit greatly from becoming the primary source for small business loans as well as mortgages in China.

Dan Latimore on Twitter

Great example of #contextual #banking and #ecosystem from @FlybitsInc and @torontodominion to automatically credit a train rider when their train is more than 15 minutes late, straight to account, no need to wait in line #cx #fintech #digbanking18

A very cool example! I wish NJ Transit gave credits if their trains were late! They would probably go broke if they did.

Mark Schwanhausser on Twitter

Building Better Online Banking isn’t about having the most features, it’s about picking the right features that develop a long-lasting advisory relationship. https://t.co/sTIl2WY8bq…? #fintech #digitalbanking2018 #digbanking18 @SourceMediaCo @jjegher @ehigdon @JavelinStrategy

A common example of poor U/X design is a dashboard or client portal that looks more like the cockpit of a 747 than an intuitive user experience.  This is especially true of bigger software vendors after they have been in business for 10+ years and built up a dominant market share.  They usually wind up with a hodge-podge of features and functionality with a menu system and client experience to match.

Startups that build software that does just one thing but does it elegantly and very well will always find space to sell against the dominant players.

Citi on Twitter

Citi Research predicts that as much as 60%-70% of banking volumes in Asia could move to disruptive, digital-only propositions by 2025.” #digbanking18

I think this will happen even sooner than they’re predicting. Asia consumers have consistently shown a higher predilection for adopting services delivered or coordinated through digital channels.

Product Demos


Dan Latimore on Twitter

Pretty interesting @SpringboardAuto helps banks and participatns in the process of the 12mm private auto sales that took place in US last year #digbanking18 #autolending #banking #fintech

As someone who has bought and sold a few cars privately, this sounds like something I would use. Anything to make it easier to handle the paperwork and transfer of funds.

Dan Latimore on Twitter

Interesting #IoT and #payments intersection from @Payveris – alerting you to increase your oil payments when heat usage has been higher than normal; plus a nice consumer payments dashboard #digbanking18 #fintech

There were a number of useful tools that consumers could use to alert them of updates in conditions or other changes in condition that require their attention.

Ron Shevlin on Twitter

DigBanking18 Presenter demoing voice banking asks when mortgage payment is due, and Alexa makes the payment. Later in demo, he asks Alexa again about the mortgage and she offers to make the payment (again). Shouldn’t she have said that he’s already made his monthly payment?

I was thinking the same thing! If Alexa can’t manage future payments in a reasonable manner, then why use it at all?

Theo – 劉䂀曼 on Twitter

Why do we ask #Alexa for account routing number? Why not just ask the user if they want to make a transfer? ? #VoiceFirst #Fintech #digbanking18 #digitalbanking2018

Now we know why Venmo is a more user-friendly solution.