Table of Contents
Introduction 1
The financial services salesperson’s guide to industry trends,
challenges and opportunities 1
1. Understanding the global banking industry 5
The six key megatrends impacting financial services 5
By the numbers 7
By location 8
Where does the money come from? 9
Two key divisions 10
Banking and the global economy 12
Banking and technology 13
Emerging entrants 14
Industry statistics 17
The rapid growth of electronic payments 25
2. Industry challenges 29
Growing competition from within the industry 29
Huge competition from outside the industry 32
Increasing customer expectations 33
Job losses 34
Digital transformation 36
Cyber-risk 38
Regulation 41
China’s growth 44
Consolidation in fi nancial services 44
Loan losses 45
Increased technology costs 46
Cost structures 48
Public perception 49
Quantitative easing 51
Scaling back 51
Brexit 52
Climate change 53
3. How do you grow and transform in this changing
environment? 55
The customer is now making the rules 55
Growth opportunities 56
Target client and market 58
Research 61
Approach 63
Needs analysis 68
Summarizing the situation 73
Finalize 76
obtaining a yes 80
Realize revenues 83
Management 88
4. The future 93
The massive impact of technology 93
Staffl ess and paperless branches 98
The future workplace 100
Staff training and upskilling 101
Cloud computing 103
Artifi cial intelligence 105
The internet of things 111
open banking 112
APIs 113
Apps 114
Social payments 115
Facial recognition 116
Video in banking 117
Blockchain 118
Self-driving cars 120
Spin off s and side bets 121
Long-term thinking 122
Conclusion 125
Data sources 127
Appendix: Competitive strategies 129
Australia 130
UK 133
Canada 136
Germany 139
France 142
South America 145
Middle East 147
India 149
Acknowledgements 151
About Mark Swain 152
