Kushandiswa kwematanho edhijitari emabasa emabhangi kuri kuwedzera muna 2022: vatengi vanoshanda paMobile Banking vari kukura ne13,1% nepo avo vanoshanda kuburikidza neInternet Banking kubva kuWebhu Portal vari kukura ne3,3%. Kutyaira maitiro vatengi vanowana Mobile Banking kubva kumafoni ane app (application), ayo akada kupeta kaviri mumakore mashanu apfuura (pakati pa5 na2018). Huwandu hweMafambisirwo eMobile Banking hwakakurawo ne2022%: pakati peizvi, kuendeswa kwebhangi uye kuchinjisa account + 25%. Izvi ndizvo zvinobuda muongororo iri mugwaro regumi nembiri repagore rakaitwa neABI Lab, iyo Consortium yeBanking Research and Innovation inosimudzirwa neABI, iyo inotora masikirwo ebudiriro uye kugona kweDigital Banking.
Mufananidzo wematanho edhijitari
Iyo yekubhengi inopa inowanikwa pamatanho edhijitari inogara ichishanduka: masevhisi matsva anojoinha aripo kuti asangane nezvinodiwa nemutengi ari kuwedzera tekinoroji. Mabhangi ese akabvunzurudzwa anopa masevhisi kuburikidza ne-smartphone app uye webhu portal, yakatenderedza 50% inopawo maapplication pamapiritsi uye 21% pamidziyo inopfekeka. Paavhareji, bhangi rega rega rinopa 3 mapurogiramu. Muchokwadi, mukuwedzera kune "yechinyakare" maapuro, iwo akasiyana maficha anogona zvakare kupihwa ad hoc maapplication akatarisana nezvimwe zvinhu uye zvikamu zvevatengi. Kune ese maapplication eMobile Banking neInternet Banking portals, chidzidzo ichi chinosimbisa kutarisisa kumabasa ane chekuita nekubhadhara, maturusi ekugadzirisa mari emunhu anoenderana neruzivo rwemabhangi akawanda uye mamwe masevhisi erubatsiro pakubata runhare (semuenzaniso kutaura nemunhu anoshanda, chatbot). Uyezve, tsvagiridzo inoratidza kuti kuvandudzwa kwemasevhisi matsva akavakirwa paAPI tekinoroji (Application Programming Interface - tekinoroji inobvumira kuchinjanisa otomatiki kwedata pakati pezvikumbiro zvakasiyana) inonyanya kutarisana nenzvimbo yekubhadhara uye inoratidzwa nehafu yemabhangi anopindura, nepo imwe 19% hurongwa hwekuishandisa pakupera kwa 2023. Izvo zvinonyanya kuvandudzwa zvinhu zvinokurudzirwa kupfuura zvese paInternet Banking; izvi zvinosanganisira "Buy Now Pay Later" masevhisi, sevhisi itsva inofambisa kutenga kwevatengi nekupa mukana wekuverengera kubhadhara muzvikamu zvishoma, zvinopihwa ne27% yemabhangi.
Uyezve, angangoita makumi manomwe muzana emabhangi akatomisikidza Digital Onboarding process kubva kuinternet banking (70% kubva ku smartphone apps), ine chinangwa chekutora vatengi vatsva kuburikidza nekushandisa maturusi edhijitari uye nekuvatungamira mukunzwisisa masevhisi uye zvigadzirwa zvavanazvo. Imwe 31% yemabhanga inoronga kuita iyi hurongwa pakupera kwa17. Maakaundi (akaundi azvino uye maakaundi edhipoziti) uye makadhi (kunyanya makadhi ekubhengi uye ekubhadhara prepaid) ndizvo zvigadzirwa izvo mabhanga anoita kuti zvive nyore kunyorera kune digitally kubva yekutanga kubatanidzwa chikamu chevatengi vatsva. Kuzivikanwa kwakazvimirira kwakavakirwa paodhiyo-vhidhiyo (semuvhidhiyo selfie) ndiyo nzira inoshandiswa zvakanyanya nemabhangi (2023% kuburikidza neInternet Banking, 44% kuburikidza neMobile Banking) kuona vatengi vatsva. Nekudaro, chitupa chedhijitari (SPID) chiri kuwedzera kukosha zvakanyanya senzira nyowani yekuzivisa kure kure pamatanho edhijitari: yatovepo ku50% yemabhangi kuburikidza neinternet banking uye ne38% kuburikidza nenharembozha neimwe 31% - pamatanho ese - ayo anoronga. kuvasuma na25).
Investments muma digital channels
Kutarisisa kukuru kwenyika yebhangi yeInternet uye Mobile Banking inosimbiswawo mukufanotaura kwekudyara kwe2023: 70% yemabhanga akabvunzurudzwa yakashuma kuwedzera kweMobile (mu26% yezviitiko kuwedzera kwakasimba) uye 48% yeInternet Banking. Iyo mikuru yekudyara nzira ndeye IT chengetedzo ye70% yemabhangi uye maitiro ekutsigira kugamuchirwa kwemabasa matsva; zvakare vanofarira nyaya dzekusimudzira dzakabatana nematanho edhijitari, yakashumwa mu50% yemakesi. Kune zvakare kutarisisa kukuru kune Contact Centers: 48% yemabhangi, kutaura zvazviri, anotarisira kuwedzera kwekuedza muchikamu ichi zvichienzaniswa ne2022.