The digital transformation is driven by customer expectations for service delivery, the impact of new technologies on existing business models, and low barriers to market entry for competitors
End customers obtain services via digital distribution channels and in real time, exchange knowledge and experience via social networks and only open up initial contact with the provider after extensive research into the market offering.
Trends and drivers of digitization such as Distributed Ledger & Payment, Process & Process Automation, Analytics & Predictive Analytics, Open Banking, Customer Interface & Channels, Culture, Architecture and XaaS influence the internal and external developments of financial institutions. Driven by the new technologies and the reduced effort to participate in the business areas of the financial industry, FinTechs and non-banks are establishing themselves as competitors.
Instead of interpreting FinTechs' market entry, changing customer expectations and technological developments as challenges for their own business model, the market situation offers opportunities for credit institutions to reduce costs and to offer new customer-oriented and commission-based services to the customer and to implement them profitably by means oftargeted standardization of services,integration of new technologies and the creation of networks for orchestrating service processing.