THE CHANNEL BANKING BIG BANGThe shape of innovation to come in the banking universe is varied – mobile, big data, social, gami�cation,

and more. Here’s what 108 banks across 47 countries are doing to evolve and win.

INNOVATION TAKES SHAPEMobility is the dominant

innovation theme for banks in 2014Banks are organizing their innovation activities

around speci�c themes

MOBILITY BIG DATA88% 67% 63% 31%

SOCIAL CHANNELS GAMIFICATION

Banking through wearable

devices is also on the horizon

EXISTENTIAL THREATSBanks view technology disruptors

and new entrants as threats

45% 36% 32%

TECH COMPANIES(like Google, Apple and Facebook)

TELCOS START-UPS

THE ELEMENTS OF INNOVATIONBanks are focusing their innovative

investments in three areas

70%80%CHANNELS

78%CUSTOMER SERVICE

AND EXPERIENCEPROCESSES

Innovation in Retail Banking 2014: Highlights from the Infosys-Efma report

THE INNOVATION UNIVERSE IS EXPANDING

More banks have an innovation strategy than

ever before

More banks are increasing their innovation investment

2009

2014

37% 13%

61% 84%

© 2014 Efma and Infosys Limited. All rights reserved.

THE CHANNEL BANKING SPECIES LEAPS FORWARD

Banks see these innovations delivering the most value to customers

67%

53%

59%

53%

MOBILE ONLINE BRANCH

75%Mobile payments

70%Services on multiple device types

46%Personalized mobile marketing o�ers

70%Automated account origination

80%Analytics-led cross-sell suggestions

Financial planning tools

Personalization of marketing o�ers

Personal �nancial management tools

360 degree view of customers entering branch

THE INNOVATION GENOMEThe top cross-channel capabilities

that banks desire

80%UNIFIED USER EXPERIENCE ACROSS CHANNELS

70%SELF-SERVICE TOOLS

68%ACTIONABLE CUSTOMER INSIGHT

EVOLUTION HOTSPOTSBanks in rapidly developing markets like

Brazil, South Africa and Turkey are showing greater innovation ambition

THE STATE OF THE BANK

54% 69%

50%

44%

22%

25%

HIGH INCOMEGROUP

MIDDLE INCOMEGROUP

Armed with an innovation strategy

Aiming to be an innovation leader

Investing in R&D

SURVIVAL OF THE INNOVATIVE

Proportion of banks aiming to be innovation leaders or fast followers

49% LEADER

38% FAST FOLLOWER 11% FOLLOWER

2% DON’T KNOW

© 2014 Efma and Infosys Limited. All rights reserved.