76% of Global Retail Banks Becoming More Innovative Finds New Study by Infosys & Efma

BAMGLORE:  Infosys, a global leader in consulting, technology and outsourcing, today announced the launch of its Innovation in Retail Banking 2013 report. The fifth annual study, commissioned by Infosys and conducted by Efma, investigates how banks can overcome barriers to innovation and improve their innovation capabilities. This year’s study, which surveyed 148 banks in 66 countries, revealed that as the global economy recovers, retail banks across the world are increasingly investing in innovation as a means of generating revenue and controlling costs. In fact, 60% of banks surveyed have an innovation strategy compared to just 37% five years ago, when the report was first issued.

The study also found that to overcome the main barriers to innovation – legacy systems and organizational siloes – banks are looking towards technologies that can simplify their operations and deliver a richer customer experience. In particular, mobile innovation is beginning to gather pace, with 77% of banks deploying or planning to deploy a mobile wallet solution.

Key findings of the study include:

76% of banks believe they are becoming more innovative, with the biggest increase being seen in customer channels

7% of banks surveyed are increasing investment in innovation. This is an encouraging trend as the 2009 study revealed only 13% of banks had increased investment

More than half (58%) of banks surveyed believe the ability to deploy new systems in components would have a positive impact on their ability to innovate.

Mobile location-based offerings were cited as another area of innovation for banks, with 69% deploying or planning on making deployments

· To enhance their product and service offerings, 45% of banks are already using or planning to invest in gamification, and 61% of banks currently allow or plan to allow customers to do some form of product personalization

· Large and medium sized banks rated the top three barriers to innovation as legacy IT systems, culture and organizational siloes


Haragopal M, Global Head of Finacle at Infosys: “It is good to see innovation agenda taking the center stage at banks, with many focusing on increasing business process speed, agility and efficiency. The report also reiterates that retail banks across the world have recognized that simplification and innovation can go hand-in-hand to help grow business and deliver excellent customer service.”

Patrick Desmares, Secretary General at Efma: “This year’s study indicates a global convergence of innovation practices around overcoming the barriers presented by legacy technology and ensuring that customer experience channels are optimized. Many retail banks are now creating innovation strategies and underpinning them with investment which tells us that global economies are beginning to recover. As banks once again target growth process, channel and operational innovation, this will only increase in importance.”

Additional Resources

o The full Innovation in Retail Banking 2013 report can be downloaded from the Infosys website or slideshare

o Infosys Finacle and Efma will present the key findings of the study —‘at a webinar at 11.00 CET (10.00 BST) on 22 October. More details click here

o Let’s Simplify Banking white paper click here

o Last year’s report: Innovation in Retail Banking 2012

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