Self-Service Banking in 2013
More power to the customer!
IDC Financial Insights believes that 2013 will
be a milestone year for self-service as banks
provision for more self-directed transactions
and give customers a choice on the method, type,
and style of their channel experience. This IDC
Infographic throws the spotlight on four regions
– Asia/Pacific excluding Japan, Latin America,
Europe, Middle East and Africa – all primed for
more self-service banking in 2013 and beyond.
B r anc h B an k in g
The Old and New of Branches
Old fact Traditional assisted
channels like branches*
have seen the lowest rates of
growth in years.
New fact Branches are seeing
more self-service elements.
4.5%
As
Pa ia
ci /
fi
c
Af
ri
ca
L
Amati
er n
ic
a
Highest
growth in
branches
MI
Ea d
st dle
Eu
rope
% growth in
branch numbers 2013/2010
2.2%
-0.5%
2.6%
3.2%
More self-service in branches means...
More selfdirection
to reduce
branch
operating
costs
Less
Express
assisted
branches
space, more and mobile
self-directed
branch
channels
models
in branch
footprint
Nextgeneration
branch
formats,
ATM
refresh
*Asia/Pacific excludes Japan
** Note: Includes sub-branches and branch-type kiosks
D i g ital e x plosion
Consumer appetite for
digital devices continues to
grow, year on year
2012 actual and 2013 forecast for
digital device penetration
140%
132%
141%
Europe
77%
71%
82%
76%
133
%
Latin
America
ASIA/PAciFIC
Middle East
47%
44%
Highest
device
penetration
Africa
*Note: Digital devices include portable PCs, desktop PCs,
smartphones, feature phones and tablets. The data is for
year ending 2012 and 2013, respectively.
Estimate of smartphones as % of total
mobile phones by end-2013
35
%
By end of
this year,
1 in 2 mobile
phones
in Europe
will be a
smartphone
Europe
25
%
Asia/Pacific
18
%
14
%
Latin America
MIddle east
Africa
*Asia/Pacific excludes Japan
M O bile - t h e ne w face of en g ag ement
The power shifts
to the customer
who now owns,
manages and
controls the device
Average % of customer base
who are “active users” of mobile
banking apps by the end of 2013
16%
17%
20%
25%
29%
Asia/
Pacific
Latin
America
Banks in
Europe
Lead the
Pack
Africa
Middle
East
Europe
Daily transaction
Transactions/Day
Transactions/Day
2 4 5
AFRICA,
Latin
America
Europe
Transactions/Day
Average number of daily transactions on mobile
phones per customer
Users in
Asia/Pacific,
Middle East
Lead the
Pack
Asia/Pacific,
Middle East
* Note: Includes all customer interactions by phone, whether through SMS
banking or account transfers on smartphones
Wo r ld t r ends
Digital self-service banking
gaining momentum
EUROPE
New iterations
of wholly virtual
banks
Latin
America
Digital
transactions
grew 5x over
last 3 years
MIddle EAST
& Africa
Usage rates
growing 50% YOY
PC-based
online
banking
Asia/
Pacific
Active users
to exceed
500 million
EUROPE
Latin
America
Mobile
banking
M-banking
users
growing by
a constant
20% YoY
EUROPE
Gamification employed
for customer
engagement
The ratio of PC-based
to mobile-based bank
access is 1:5
MIddle EAST
& Africa
High wireless
penetration to
drive m-banking
initiatives in key
countries
20% of
customers in
Tier 1 markets
are active
m-banking
users
Asia/
Pacific
Online
banking can
already be
MIddle EAST
Focus for
done
securely
& Africa
tier 1 banks
in the social
Among the world’s
media
banks, Turkish banks
have some of the highest platform itself
“likes” on Facebook
Latin
America
Asia/
Pacific
Social
banking
S elf - se r v ice f u nctionalities
What’s in store in 2013
Asia/
Pacific
Latin
America
Middle East
& Africa
Europe
Next-generation
branches
Going beyond
baseline mobile
banking functionalities
of account views and
fund transfers
Express branch
or mobile branch
operating models
Personal financial
management tools
with gamification
elements
Social channel as a
service platform
Enhanced customer
care tools for mobile
Functionalities
that rely on
mobile phone cameras
Social channel as a
service platform
Geo-location services
through mobile
Marketing aided
by locational
intelligence
Marketing aided by
locational
intelligence
Different mobile
formats, depending
on the market:
SMS banking,
online banking, and
downloadable apps
Marketing campaigns
and product offers
aided by Big Data
analytics
Mobile payments
Mobile payments
Spend analysis
in personal
management tools
Mobile payments
Deposit capabilities
through mobile
New services and
applications designed
specifically for tablets
Social
CRM
S tando u t B an k s
Leaders in Self-Service
Europe
Bankinter,
BBVA
Latin
America
TBanc,
BCI
Asia/
Pacific
Middle East
& Africa
Equity Bank,
HSBC,
RAKBANK,
ABSA Bank,
FNB, Nedbank,
Wizzit,
Finansbank,
Garanti,
BLC Bank,
Ecobank
ANZ,
Commonwealth
Bank,
UBank,
Westpac,
DBS,
HDFC Bank,
Citi
Research Team: Michael Araneta, Alex Kwiatkowski, Roberto Gutierrez, Sui-Jon Ho, Kiranjeet Kaur,
Melissa Chau
Source: IDC Financial Insights
IDC Worldwide Quarterly PC Tracker 2012 Q4 - Installed Base
IDC Worldwide Quarterly Tablet Tracker 2012 Q4 - Installed Base
IDC Worldwide Quarterly Mobile Phone Tracker 2012 Q4 - Installed Base
This IDC Infographic was produced by IDC Asia/Pacific Go-to-Market Services. The opinion,
analysis, and research results presented herein are drawn from more detailed research and analysis
independently conducted and published by IDC Financial Insights. Any IDC Financial Insights
information or reference to IDC Financial Insights that is to be used in advertising, press releases, or
promotional materials requires prior written approval from IDC.
For more information, visit: www.ap.idc.asia or contact: gmsap@idc.com
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