EP67: Digital banking myths and realities

Although digital transformation tops most banks’ agendas, only about half achieve success because digital banking is often treated as a technology project rather than a business transformation. Technology is an enabler; true success depends on customer engagement, experience and continuous innovation. Banks must dispel key myths: digital initiatives cannot be deferred, as rapid technological and customer behaviour changes demand speed to market. Digital banking cannot be driven by IT alone; it requires strong leadership, cross-functional ownership, cultural change and enterprise-wide commitment. It is also not limited to mobile or online channels, but represents a convergence of channel, segment, product, process and technology, powered by data, cloud and AI. Rather than competing head-on, banks should collaborate with FinTechs to combine innovation with scale, capital and regulatory strength. Finally, analytics must go beyond reporting and KYC to deliver predictive, personalised insights. Ultimately, successful digital banking hinges on leadership vision, mindset and holistic transformation, not technology alone.