Everest Group has release two reports identifying digital banking leaders in the UK and the US using its new Ability | Performance | Experience (APEX) Matrix.

When commenting on the report outcomes, Everest VP Sarah Burnett said that increased competition meant those in the retail banking sector were having to become more “agile and innovative” and that they will have to start “thinking and acting like startups” in order to appeal to digital natives.

The APEX Matrix compares digital functionality across mobility, social, online and branches/ATMs to the business impact of those investments, judged in terms of customer experience scores, brand perception and financial impact.

In the UK Barclays saw the highest score in terms of digital functionality while Lloyds Bank was rated highest for business impact, with HSBC and Santander also leading in those areas.

In the US Citibank lead the way for digital functionality while Capital One was an outright leader in terms of business impact, with Wells Fargo and Bank of America also scoring well for both criteria.

Access both full reports here.

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