Digital Banking

Digital Banking, produced by Exton Consulting, is a book devoted to the challenges posed by the digital transformation for banks.


Why, tomorrow, will digital technology change the nature and challenges of the customer-bank relationship? How have banks already reacted and how will they react to this phenomenon? Which banks are leading the way in terms of innovation?


Digital Banking is a forward-looking analysis of the digital evolution of our society and the way in which it is transforming banking, not only as regards the customer experience but also in terms of marketing strategies and bank organisation. Based on our expertise, research and benchmarks on the subject, the arguments presented in this book are backed up by examples, concrete cases and interviews which, in our opinion, are interesting and relevant in the framework of our analysis of this phenomenon.


Digital Banking is, via 6 major themes, a snapshot in time of our convictions regarding an area which we consider to be particularly challenging for banks, both today and tomorrow:



  • How has digital technology, not just in the financial services sector, gradually transformed our everyday life and our consumption patterns? What characterizes the behaviour of these new generations, the so-called digital natives?

  • How far have customers integrated digital channels into their bank relationship? What will tomorrow’s customers expect financial services to deliver?

  • How have banks adapted to this digital revolution? What tangible steps have they implemented on online and mobile channels to support these new consumer patterns? How have some banks succeeded in integrating the latest digital technology in order to transform the ‘bank customer experience’?

  • How have traditional banks integrated digital into their distribution system?What are the implications for information systems, organizational models and marketing practices? And how should they address the impact of these changes on business lines, in particular with regard to the role of relationship managers?

  • Social networks: what are the challenges for financial services players and what is their interest? What will be the winning strategies for these new media?

  • New payment services: how have players from the digital industry penetrated this industry, hitherto dominated by banks? Are these entrants in a sector which has traditionally been a key component of banking activities a real threat? And how can banks take advantage of this new ‘playing field’ in the payments sector?