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Posts Tagged ‘digital banking’

Bank of America recently announced that it would triple spending on its mobile app. While no exact dollar amount was given, it made me wonder: what exactly does that entail? In the past, Celent has praised the Bank of America mobile banking apps as some of the best out there. The bank has been going […]






Feb 4th, 2016 | Filed under Banking, Retail Banking

Typically, analysts opine based on analysis of industry data, informed by product demonstrations, telephone interviews and occasional focus groups. This time, I simply share my own experience at a top-5 US retail bank to illustrate how even seemingly little things may have significant customer impact – both favorably or unfavorably. This past weekend, I had […]






Jan 13th, 2016 | Filed under Banking, Retail Banking

The recent article in Finextra, mBank to spend EUR17 million on new network of ‘Light’ branches, prompted this post. At first read, I thought this was a story about a celebrated direct bank building a branch network. Well, not exactly. About mBank mBank is no stranger to Celent. It has received two Celent Model Bank […]






Dec 15th, 2015 | Filed under Banking, Retail Banking

New York State Department of Financial Services (NYDSF) is one step closer to releasing cyber security regulations aided by the largest security hacking breach in history, against JP Morgan Chase. The attack on JPMorgan Chase is revealed to have generated hundreds of millions of dollars of illegal profit and compromised 83 million customer accounts. Yesterday […]






I´ve recently had multiple conversations with financial institutions about the trend of unbundling financial services by FinTech startups. In fact, it’s hard to discuss the future of the industry without touching on it. Articles from Tanay Jaipuria, Tech Crunch, and CBInsights speak openly about inexorable disruption. They all tell a fairly similar story. Unbundled products […]






Sep 9th, 2015 | Filed under Banking, Corporate Banking, Retail Banking

This question comes up often. As a research and advisory firm, Celent fields ad-hoc research with regularity. No matter how well thought out our surveys, however, we nearly always wish we could have asked additional questions. This led us to launch two research panels focused on topics representing significant and growing interest among Celent clients. […]






Sep 1st, 2015 | Filed under Banking, Retail Banking

The branch is an important channel is every bank, but the rise of digital raises two questions: what’s its role in with a digital engagement model, and how should banks think about its value? First, consider some of the challenges of the traditional branch for the modern, digital consumer: Branches suffer from lack of talent […]






Jun 17th, 2015 | Filed under Banking, Retail Banking

I’m on a plane over the Arabian Sea collecting my thoughts after a packed week in Trivandrum, Bangalore and Mumbai. The impetus for my trip was the honor of presenting at Suntec’s User Meet on the occasion of its 25th anniversary. The clients who attended were extraordinarily open about their stories and presented extremely compelling […]






Mar 16th, 2015 | Filed under Banking, Corporate Banking, Retail Banking

Capgemini recently hosted a few dozen consultants and industry analysts to Chicago for their two-day Analyst and Advisor Day event. The presentations were held at the firm’s very impressive Accelerated Solutions Environment facility, with its dramatic curved glass exterior and prime views across the Chicago River to the famous Merchandise Mart.  Unfortunately, it was typical […]






Mar 13th, 2015 | Filed under Banking, Events

The branch is dead, long live the branch! Controversy around the wisdom (or not) of investing in the branch channel amidst rapidly growing digital banking adoption is showing no signs of letting up. Consider three articles published in the past week: Bank Innovation covering Associated Bank branch closures to fund digital channel initiatives. BTN coverage […]






Feb 26th, 2015 | Filed under Banking, Retail Banking