The Future of
Banking &Financial Services

The future of banking & financial
services offers a world of opportunities,

A view by
Cognizant’s Centerfor the Future ofWork

but this transformation will require
substantial steps and boldness. The
industry needs to be open to new
insights instead of being mentallyclosed by the existing ones.

Each industry has its owns challenges, and digital disruption is everywhere.
Organizations must be agile and build new momentum that respects the new
reality of their industry. Remaining relevant requires adaptation to changes not
only today, but also tomorrow. Change is the only constant. Constant changedemands scenario-based thinking, exploring several paths and crafting a digitalstrategy based on preparing for the future. For businesses to stay relevant, theyneed to explore the future and look at next generations.
No one can predict the future; organizations must actively explore various
possible futures to anticipate what disruptions are coming. We believe that
future winners in the digital economy will be those that can deliver on one key
insight: put technology in the background, and focus on people first. Putting
customers first does not diminish technology’s importance; rather, a deep
customer understanding should help guide the choice of which technologies toincorporate in your business.
Cognizant can bring together digital strategy, deep industry knowledge, humansciences, experience design and technology expertise to help companies
design, build and scale digital business solutions. Cognizant has both theexpertise and experience with digital transformation. Together with clients we
can explore tomorrow’s opportunities.

02

4
A future beyond
financial servicing

10The future offinance is human

An external
perspective by
futurist and trendwatcher Tony Bosma

8
6

The future isalready hereNew
challenges andquestions

16
Key
take-aways

13

19
The Future of Banking & Financial Services

03

A view by Cognizant’s Centerfor the Future of Work

Meet thecustomerof the future
Euan Davis leads Cognizant’s Center for the Future ofWork in EMEA. A respected speaker and thinker, Euan
has guided many Fortune 500 companies into the
future of work with his thought provoking research andadvisory skills.
Within Cognizant’s Center for the Future of Work,he helps ensure that the unit’s original research andanalysis jibes with emerging business-technology
trends and dynamics in Europe, and collaborates witha wide range of leading thinkers to understand how the
future of work will look. Previously, Euan held senior
analyst, advisory and leadership positions at Forrester
Research, IDC and CEB. Euan can be reached at:
Euan.Davis@cognizant.com

John grabs his phone and heads out of the house.
The door of the shared car on the corner opens
automatically and drives him to the local high school
where he’s speaking to his nephew’s history class. He
laughs at their wide-eyed stares as he tells them aboutbanking tellers, wallets and paper currency. Later thatday, he test-drives one of the latest self-driving cars.
As he leaves, his phone sends a push notification
offering him financing options tailor made to his
financial position. On the way home, he stops in at
the local super-market to pick up food for dinner. He
fills his basket and walks out of the store. His receipt
appears in his email or as a text as he exits. Whenhe accepts an incoming reservation for a black-tie
charity event, he immediately gets advice about theright amount to donate, based on his current income.

04

Quick take

Post COVID-19 impact
Banks came into the coronavirus pandemic muchstronger than they went into the global financial
crisis, however the impact from the coming
economic decline could still severely stress the
majority of the banking industry.
However, there is a silver lining, this crisis could
well prove to be the push needed for banks topull the plug on wide scale digital rollouts. Fromchatbots to pre-emptive highly personalised
financing, banks will now need to utilise anincreasing number of digital technologies to copewith demand, boost revenues and deal with aremote workforce. The banking customer of 2025
will expect a fully personalised digital experienceand the COVID crisis could well be the catalyst to
make that happen.

A scene from a futuristic movie? Not at all. Fintechs andleading banks are currently rethinking how they bring value
to their consumers. This example could well be an indicationof what banking and financial services will look like by 2025 –at least, for providers that want to stay relevant.

Avoiding oblivion
It’s no secret that banks and financial services institutions havetaken a few major hits in recent years, from the 2008 financial
crisis to the hacking of numerous banks, customer data overthe last two years. Banks are working to regain customer trust
and remain relevant for the future. But “relevant” will look quite
different five or 10 years from now.
Today, banks are using a multi-channel approach to reachcustomers. From web banking to mobile phone payments,and from self-service kiosks to videoconferencing, financial
institutions are striving to keep up with the increasing pace ofchange. But more changes are coming, and with the numberof brick-and-mortar bank buildings already dwindling, it’s
becoming clear that the most relevant banks of the future won’t
be banks at all.

A cashless, bank-less future
Today’s consumers are looking to simplify and streamline theirfinancial interactions, and banks that serve these desires will
gain their trust and respect. The influence of digital natives isenlightening people to the possibilities of mobile transactions,and services like WeChat and AmazonGo are capturing theattention of millennials on the go. They love the high-tech, nohassle convenience of having everything in one place, withseamless connection to their finances. They love having as muchof their lives stored in their phones as possible. And they’re not socrazy about that bulky wallet messing up the silhouette of theirskinny jeans.
It only makes sense for financial institutions to focus ontechnology, partnerships and services that make finance as
simple, convenient and streamlined as it can be. Already this isplaying out, with incumbent banks partnering with fintechs to drive
improved customer service. An example is Santander partneringwith Ripple to develop a blockchain-enabled payment system.
How far will it go? Think of cashless societies, think boundary-lesspayments, and preemptive finance when we most need it.

Ultimately, our financeinstitutions could well becomea seamless part of people’s lives,
which are seldom noticed but
always there. This could well
become the norm in the next
five years.

The Future of Banking & Financial Services05

Make customers feel
more secure in theirfinancial choices.
Fewer bricks, more weight

The future of finance is humanAs everyday activities become more on-demand, customers willseek solutions that fully integrate everything into a single, multipurpose platform. They will expect a one-stop app that manages
money, credit, insurance, income and expenditures in a simple,
streamlined way. Already multi-purpose apps such as WeChat
are the norm in China, and incumbent banks in Europe aretaking note. These banks are looking to integrate multiple facetsof the customer lifecycle, from rewards programs with retailers
to power of attorney change, all available from one application.
Given the tremendous amount that banks currently know about
their customers and their spending habits, they can become thecentral cog in an increasingly complex network of services andapplications designed specifically to meet customers’ needs.

And trust is what it’s all about. So before financial institutions
design the seamless financial services of tomorrow, they are
best served to spend their time and talent working on ironclad
security. Just as the giant vault in the brick-and-mortar bankgave a customer peace of mind in the 1920s, the data vault that
financial services can develop will give peace of mind to thecustomer of the 2020s. And then, true service and integrated
connection can begin. With a blend of artificial intelligence (AI) tohandle fraud mitigation, greater security through PKI encryption
and immutable records and audit trails via blockchain, the data
vault can be locked up tighter than a drum.

As customers move through life, they can be continuously
contacted with advice, options and realistic choices for the best
way to spend and make money, such as which data exchange tolist their personal data on that day or which supermarket has thebest price on commonly consumed items. The application canwork as both an enabler and a monitor.

06

Customers will share their data as long as it benefits them directlyin the form of personalized service and customized advice. And
as banks integrate with other service providers like insurancecompanies, retirement funds, healthcare providers, retail chains andmore, they will take on an increasingly important role in customers’
lives. Ultimately, banks could very well own the single platform thatlinks numerous industries. Soon, AI-enabled services will be able
to predict customer behavior and anticipate their financial needs.
For example, maybe John would automatically get finance options
on the car he test-drove, and as soon as he bought it, the best
insurance deal would be preemptively pinged to his phone.

On-demand and tech-driven
The modern, on-demand society will give financial
institutions a rare opportunity – beyond repositioning
themselves in customers’ lives, they’ll be able to truly
integrate into every aspect of them. No longer channel
owners, banks will become service and product owners
with their finger on the pulse, every minute of every day.
The result? Seamless financial services that require little
more than a tap or a swipe, customers who feel securein their financial futures, and financial institutions at thecenter of it all. So when John gets offered that job as aprofessor of Past and Present Financial Development,
his phone will map out the financial implications, thechanges to his mortgage payments, and his updated
expense projections. So all he has to do is choose, withall the facts in the palm of his hand.

“ futureof
financeishuman“theThe Future of Banking & Financial Services07

An external perspective
by futurist & trendwatcher
Tony Bosma

Banking &Financial
Services
Tony Bosma (1973) is a futurist and trendwatcher. He is
the founder of futuring and consultancy organization
Extend Limits (www.extendlimits.nl). Extend Limits
does not predict the future but helps organizations
anticipate it. Do not ask yourself why things are
happening. Ask yourself why hasn’t it happened yet?
This is the mindset companies need to adopt in thisera of change.
Tony Bosma is an authority in future thinking andtrendwatching and was nominated in The Netherlands
several times for trendwatcher of the year. He is aninternationally renowned keynote speaker. He is
known for his confronting, inspiring, visually attractive
and surprising sessions about a wide variety of
topics. He also works for a variety of companies andgovernments, helping them anticipate the future
and, more important, challenge and question today’s
world and mindset.
In collaboration with Cognizant, Tony Bosma did
extensive research into near future trends acrossindustries. Together with Cognizant, he madeabstracts of the most dominant developments not far fetched futuristic worldviews - but realistic
developments which are seen right now. These are
not only plausible future developments but also thechallenges of technological developments.

reinvented
Of any industry, financial services has been the one
most heavily impacted by the digital developments of
the last decade. For these businesses, their role, image,organizational structures, customer relationships andcompetitive environments have been shattered. New
regulatory frameworks have been introduced and put
into place. But still, the new normal has yet to completely
settle in. Are financial institutions able to cope with all
the transformational forces surrounding them? Or willthese once seemingly indomitable institutions – theseformer societal beacons of trust and stability – bereplaced by something else as they find it impossible
to change their established financial procedures,
structures and, most of all, mindsets? No matter what
happens, one thing is clear: The future of financial
services will be transformed. A world of opportunity
stands at the ready, requiring substantial change, a bold
mentality and a willingness to be open to new insights.

08

In 1994, Bill Gates famously equated banks with dinosaurs. But
apparently, the dinosaurs are stronger than most of us thought
because decades later, financial institutions are still the biggest
organizations on earth. At the start of the 21st century, theemergence of start-ups suggested the era of disruption for
financial institutions was in full force, but nearly 20 years later, thisappears only partially true. Of the top 10 organizations listed in
the 2018 Forbes Global 2000, banks remain dominant. In an eraof promised technological disruption, banking seems to remain
the steadiest industry on the planet.
At the same time, ongoing technological progress and its
perpetual adoption by consumers is forcing a reformation of theessential elements of financial services. In this new world, it’s not
so much about long-term vision but about the ability to anticipate

relevant change. What trends and developments will shape thefuture of financial services?

Disaggregation of the financial value chain
Banks are looking to transform themselves into platforms ofservices to remain relevant in the lives of their customers. For
this, their mindset and organizational structure needs to shift
toward a diverse ecosystem with fast-changing and hyperpersonalized contact, products and services. These new value
networks will appear to compete with financial services
organizations’ own channels. As the financial services landscape
becomes a highly sophisticated marketplace, steered by smart
and adaptive technologies, financial institutions like banks
themselves will reshape to become more like high-techcompanies.

will not be a one-time event, rather a“Disruption
continuous pressure to innovate that will shapecustomer behaviors, business models, and thelong-term structure of the financial services industry.
World Economic Forum
The Future of Banking & Financial Services“

09

A future beyond
financial servicing
With changing financial services ecosystems, the services theseorganizations offer will change accordingly. As agile new entrants
insert themselves between financial services institutions andcustomers, and raise service expectations by providing services
that enhance the financial and even non-financial customer
experience, there’s some fear that traditional institutions will lose
ownership of the customer relationship. The future winners infinance are likely to be those that control the customer
interaction, while those that don’t risk becoming utility players at
the end of the ecosystem.
But traditional organizations. can become key players at thecenter of a customer’s life because of their access to enormous
amounts of valuable customer data, from buying histories tolending information to travel data and even medical information.
Even with new regulations about data ownership, financial
institutions are well positioned to become highly personalized
data brokers in customers’ lives, even beyond financial services,and play a much bigger role in tomorrow’s society. In this context,
rebuilding trust is key to a bright future of finance.

Regaining trust through digital
As financial services integrate more and more seamlessly with
consumers’ lifestyles and devices, organizations will be able tocalculate personalized value analyses.

10

Elements such as data accessibility, lifestyles and loyalty will befactored into real-time decision-making processes on the pricecustomers pay for goods and services. For this to succeed, there
needs to be a high level of trust in the systems and technologies
involved.
With technologies like blockchain, institutions are no longer
the mediators of control, transactions and trust, as thesemechanisms are embedded within the technology itself. The
role of intermediaries will be reinvented and even become
obsolete as trusted transactions can take place among anyone,
including parties with no prior relationship.

future winners in“ The
finance are likely to be
those that control thecustomer interaction.
“

It’s vital, however, to remember that the future of finance andtrust hinges less on technology and more on the reality of theregulatory environment and the mechanisms used in futurebusiness models of finance. The more transparent andmeaningful these business models become, the more societal
trust will increase. The financial services industry will need toembrace the goals of the customer rather than focus on being a
powerhouse of profit and growth.

Smart and prescriptive financing
Artificial intelligence will become mainstream in the financial
services industry. Even beyond the use of AI to enhance thecustomer experience, the technology will be applied to analyzing
customer behavior to minimize risk, detect fraud and recommend
relevant products and services. Continuously fed with data, AIpowered bots will be available 24x7 and increase in intelligence
to gain consumer trust.

With AI, banks will be able to more accurately forecast the future,
automate processes and minimize unnecessary humaninteraction. Technology will help banks intensify the humanrelationship with its customers. Ultimately, technology could
help remove human bias from decisions and transactions andpossibly enable financing to become completely democratized.

obots will eliminate“ R200,000
jobs in thebanking industry within
the next 10 years.
“
Wells Fargo

The Future of Banking & Financial Services

11

ide-ranging reforms are needed to“ Wreset
the global financial system andmake it work amid turbulent times.
“
The Group of 20 (G-20) Eminent Persons Groupon Global Financial Governance12

Imagine, one day…
Let go of your mental barriers and think freely about apossible future. By 2050, it’s easy to imagine banks
becoming invisible entities, disappearing from ourphysical world as they merge with the virtual world.
Finance itself will become virtual –wallets will become asouvenir from the past as digital currencies replace
physical ones, and money and payments will be
exchanged without having to think about it. Every
aspect of our personal lives will become monetized –we’ll be compensated for sharing our personal healthdata, given a micropayment for doing a social good andassigned a debit for doing something unlawful.
Our preferences and financial choices will be
represented online by our digital personalities, which
will algorithmically determine our personal transactions
and interact with the digital backbone of financial
services networks. Algorithms will pre-program what
our money is used for, making the use of money
extremely transparent and secure. Rather than us
having to be aware of the consequences of our
spending and saving, that responsibility will be relegatedto our smart digital representations, whose predictivemodels will predict the exact outcomes and optimal
actions to take.
As a result, everyone will have a balanced look at theirfinancial future. The need for insurance will become
predictive and adjusted in real-time based on lifestyleand continuous risk calculations by an individual’s
intelligent surroundings. While trust will remain themost important currency, it will come mainly from
intelligent machines, not humans: It will be digitized.
Human intervention will be required if asked for.
These scenarios raise some crucial questions: What
does the future of finance mean for basic humanaspects like freedom, privacy, inequality, solidarity andthe human relationship with value systems like money?
What about the role of human ethics in our relationshipwith the financial services industry? Can technology
help regain trust in our financial systems? Can it help us
use money for social good and connect people insteadof widening the gap between different social groups?
Amid technological progress and the changing financial
services landscape, the biggest questions about the
future of finance lie in supporting progress for all insociety.

Banking &Financial Services
reinvented

New challenges
and questions
While a digital-driven utopian financial
future is the promise, what is the reality?
Amid all the digital opportunities, are we
addressing the real problems faced by thefinancial services industry? Are our financial
services institutions focusing on real humanneeds? Are they dedicated to supporting
economic, social and environmental impact
and adopting a mindset of not just doing
less bad but doing only good?

Let us not forget that financing and money can be one of themost powerful forms of democracy and force for good. Will our
financial services institutions in the future be even moredisconnected from customers and society than ever –unreachable digital monopolies programming the world’s
financial future? It’s the big question of this era: Ethics or
innovative financial technology, which comes first?
People today are more aware about how they spend their money
and how it is invested – with every euro/dollar they spend, people
vote for the world they want to see. Financial services institutions
need to embrace this mindset and earn a reputation for working
to build a better world for future generations and support social
cohesion. Worldwide, the industry needs to reset its vision on
economic growth and rethink its definitions of progress andvalue.

The Future of Banking & Financial Services

13

“We’re moving further
into a financial world
where

technology

controls technology. “Even amid today’s higher trade barriers and growing financial protectionism, the future offinancial services will be based on global interconnectedness and a tight-knit digital network
between countries, businesses and individuals. A decentralized but still interconnected
approach could increase susceptibility to risk, making regulation and crisis management
tools ever more important as new technologies become the basis of our lives.

Digital-driven financial services in an interconnected smart world
will raise the question about financial surveillance. We arehanding over more rich data to our financial institutions thenever before. Most of us are completely unaware of what this data
is used for. In addition to privacy concerns, other issues loom:
What about financial organizations influencing our decision
making process? What about real-time risk scores? Is technology
reducing the autonomy of financial services customers? What is
the leading purpose of the data being collected by financial
services organizations?

technology-driven, we’re moving further into a financial world
where technology controls technology. With this approach, it’svital for humans to understand the autonomous processes andsteps taken by technology. The biggest ethical dilemma of thenear financial future is who will be in control: technology or
humans. This is especially important in an increasingly complex
world in which humans are challenged to understand thedecisions made by technology, especially technology that’s
becoming more capable of self-learning and increasingly
situationally aware and responsive.

With increased robotic process automation, other concerns
arise around the use of algorithms. There’s the ethical questionof who’s responsible for the decisions and actions of thesealgorithms. Do financial services institutions and customers
understand how the choices and decisions of robotic advice arederived? The interconnectedness of financial services toward
frictionless experiences could effectively minimize the ethics inthe buying process.

The future of technology in finance will be about answering
ethical questions, enabling transparency and explainability,
reducing complexity and adding humanity. The industry needs
to ensure the decisions made by technology are unbiased andthat the inner-workings of the supporting algorithms aretransparent.

Ethical questions also arise in the regulatory realm. As control
over regulations and procedures becomes increasingly

14

The industry will need to emphasize the human and emotional
side of finance and the ever-important human connection
in financial decision-making. The goal is to create customer
experiences facilitated by machines and intensified by humans.

biggest ethical dilemma“ Theof the near financial futureis who will be in control:
technology or humans.
“

The Future of Banking & Financial Services

15

The future isalready here
The banking and financial services industry will shift from a system based on historical data tobeing driven by predictions about the future. These insights will be highly accurate – no more
best guesses or “we think we know.” The industry will increasingly be focused on adding realvalue to society, with financial and non-financial businesses forming an interconnected network
centered around discerning and meeting individul customer needs.
No longer will customers serve financial structures – networks will serve customers. Algorithms
and automated processes will drive efficient and data-driven financial products and services, freeof human bias and transparent and evenly accessible to everyone, with a human touch if desired.

From:

To:

Past-driven

Future-driven

Economic value

Societal value“We think”“We know”

One size fits someOne size fits none

Life protection

Life enrichment

Transactional thinking

Value thinking

Siloed data

Networked data

Organization

Platform

Human judgment

Blended judgment

High tech

Human touch16

Real-life
cases
The following cases are inspirational and show how financeis changing. Startups and new innovative ideas can growbut also fail fast – that is innovation at the frontier of anindustry. No business relationship exists between thecases below and Cognizant.
Fluidly
Fluidly works to create real-time financial insight with cashflow forecasting. It uses
historical data, financial modeling and machine learning to produce up-to-date
forecasts, as well as insights into how to improve the business’s cash position. The
system helps businesses take the right actions to optimize their financial future.
www.fluidly.com

Oval
Oval’s app automatically tracks customers’ spending and spending behavior bylinking their bank accounts and credit cards. By using data and lessons from otherpeople in the Oval community, customers can improve their spending decisions.
Oval is aimed at young consumers who often lack financial knowledge. Its goal is tohelp customers track their spending and save automatically.
www.ovalmoney.com

Rapyd
Rapyd claims to be the world’s largest local payments network. The system enables any
local or cross-border payment to be integrated directly into any digital application,
including cash, bank transfers, e-wallets, local cards and more than 300 additional
alternative payment methods.
www.rapyd.net

CitizenMe
CitizenMe is an identity control service that helps individuals take back ownership of
their “digital selves” and get value from their online data. The company’s “ethicalinsights platform” is also focused on enabling organizations to build deep
relationships with consumers, through ethical and GDPR-compliant user data andresearch tools.
www.citizenme.com/public/wp

Cleo
Cleo is an intelligent chatbot that connects users’ bank accounts and credit cards tohelp them gain better control over their spending decisions and meet their savings
goals. The bot communicates with users via Facebook Messenger, answering
questions, developing customized budgets and providing tips and alerts.
www.meetcleo.com

The Future of Banking & Financial Services

17

“ Technology
changes

all the time;
human nature,hardly ever “Evgeny Morozov

Curve

Clark

Curve combines all of a user’s accounts and cards into one
smart platform – the Curve Mastercard. By doing so, they
can see what they’re spending at a glance, save on excess
fees, send money securely and get real-time spending
alerts.
www.curve.app

Clark is an insurance robo-advisory platform that provides
transparent, cheap and comprehensive insurance coverage.
Clark allows users to assess their insurance status throughan app or website. Based on algorithms, the robo-advisor
provides analysis on the customers’ insurance situation
and automatically proposes optimization opportunities bysearching for tariffs from more than 160 insurance companies.
On request, experts are available to assist customers withspecific questions.
www.clark.com/personal-finance-credit/roboadvisor-fees-cheapest/

Digital fingerprints
Digital Fingerprints provides continuous authentication
based on behavioral biometrics. After monitoring andcapturing the user’s behavior, it stores the collectedbehavioral patterns in a machine learning model that canalmost instantaneously judge whether present behavior isconsistent with the user’s identity, all in compliance with
GDPR and PS2 regulations.
www.fingerprints.digital

Chase
Chase uses voice ID to protect customer data, making
banking easier, faster and more secure. To create a unique
voiceprint enabling account access, customers can simply
call the bank.
www.chase.com/personal/voice-biometrics

18

The future is human
Humans excel at being creative, in seeing, identifying andinvesting in opportunities, and solving problems. Ouremotions - anger, sadness, love - will drive the future ofbanking and financial services. Even as technology grows
in intelligence, it will never match our human creativity.
The biggest benefit technology has to offer us and ourorganizations and institutions is to help us emphasize ourmost basic and strongest human skills – skills that will never be
digitized. Let’s be curious about the future, not fearful. Let us,
as a society, create and discover new rules and norms. The
future is not about making the present more efficient but
about reshaping it – something only humans can, and will, do.

Key take-aways
1.	Put customers in control of their own data andenable them to utilize it their way.
2.	Make human contact with your consumer smarterby embracing digital augmentation of staff.
3.	Be accessible and relevant in the physical world
through branches and outreach centers insteadof going purely digital.
4.	Help customers cope with the digital change
in finance and society. Embrace your social
responsibility and help customers become digitaland financially literate.
5.	Discover the possibilities and boundaries of newtechnologies. Ask the question: Is what is possible
also what customers want or need?
6.	Utilize predictive technologies to encourage
responsible consumer spending and saving.
7.	Embrace open banking to provide a superior
customer experience.

The Future of Banking & Financial Services

19

ABOUT COGNIZANT
Cognizant (Nasdaq-100: CTSH) is one of the world’s leading professional services companies,
transforming clients’ business, operating and technology models for the digital era. Our uniqueindustry-based, consultative approach helps clients envision, build and run more innovative andefficient businesses. Headquartered in the U.S., Cognizant is ranked 193 on the Fortune 500 andis consistently listed among the most admired companies in the world.
Driven by a passion to help our clients build stronger, more agile and more innovative businesses, weenable global enterprises to address a dual mandate: to make their current operations as efficientand cost-effective as possible and to invest in innovation to unleash new potential across theirorganizations. What makes Cognizant unique is our ability to help clients meet both challenges. We
help them enhance productivity by ensuring that vital business functions work faster, cheaper andbetter. And, our ability to conceptualize, architect and implement new and expanded capabilities
allows clients to transform legacy models to take their business to the next level.

Learn how Cognizant helps clients lead with digital atwww.cognizant.com
World Headquarters
500 Frank W. Burr Blvd.
Teaneck, NJ 07666 USA
Phone: +1 201 801 0233
Fax: +1 201 801 0243
Toll Free: +1 888 937 3277

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