Banking at the brink

Disruptive forces that have swept across other industries are now squarely centered on banking. Born-in-the-cloud startups and retailers with lower marginal costs and greater agility are competing in payments and core banking. And a new generation of financial technology companies are aiming to decompose the financial services value chain – selecting high-volume activities like small business and consumer lending, threatening to reduce the incumbents to settlement agents of last resort. Traditional banks, often burdened with inflexible and costly legacy systems, struggle to redefine new operating and business models to meet what may become existential challenges ahead. With insights from 1,060 banking executives and 1,600 retail banking and wealth management customers, this executive report identifies key business imperatives and tangible actions that can position traditional banks at the center of a rapidly evolving financial services ecosystem, accelerate transformation and help bankers map a path to sustainable success and profitability.


Download the executive report

Study highlights

only 30% of customers believe their banks provide personalization, compared with 45 percent of bankers.

only 16% believe wealth managers provide an excellent customer experience, compared with 57 percent of wealth managers.

only 21% of global banking executives believe their organizations possess above-average agility compared to their peers.

About the authors

Jim Brill

Jim Brill
Director, Global Industry Marketing
and Communications for IBM

Nicholas Drury

Nicholas Drury
Global Banking & Financial Markets
Leader for the IBM Institute for Business Value

Anthony Lipp

Anthony Lipp
Global Strategy Leader for Banking
& Financial Markets at IBM

Anthony Marshall

Anthony Marshall
Research Director and Strategy Leader,
IBM Institute for Business Value

Likhit Wagle

Likhit Wagle
Partner and Global Industry Leader for
Banking and Financial Markets,
IBM’s Global Business Services

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