The digital transformation of client onboarding in commercial banking is a global imperative, but the journey is far from uniform. Regional differences in regulatory environments, customer expectations, and technological maturity shape how banks in Asia-Pacific (APAC), Europe, the Middle East and Africa (EMEA), and North America (NA) approach modernization. Understanding these nuances is essential for banking leaders seeking to benchmark progress, overcome local challenges, and unlock new growth opportunities.
APAC banks are at the forefront of digital adoption, with 68% of institutions citing customer experience as a top organizational metric. This customer-centric mindset has fueled rapid digitization, making APAC a hotbed for innovation in onboarding journeys. Banks in the region are more likely than their global peers to foster cultures that promote customer-led innovation, resulting in agile product development and the swift rollout of new digital services.
However, this rapid progress comes with unique challenges. Regulatory complexity is a significant barrier, cited by 36% of APAC banks—on par with the workforce disruptions caused by COVID-19. The region’s fast-paced digitalization has also made it a target for fraudsters, prompting regulators to tighten compliance requirements and banks to invest heavily in advanced KYC and anti-fraud technologies. For example, high-profile phishing incidents in markets like Singapore have driven regulatory responses that directly impact onboarding processes.
To address these challenges, leading APAC banks are:
The result is a region where onboarding times are shrinking from weeks to hours, and where customer satisfaction is a key driver of competitive advantage.
EMEA banks are recognized for their strategic approach to digital transformation, with 67% reporting a clearly articulated strategy for operational change. The region’s regulatory landscape—particularly in the European Union—has been a catalyst for innovation. Initiatives like PSD2 and open banking have compelled banks to modernize their onboarding processes, prioritize data security, and enable seamless customer experiences across channels.
EMEA banks face their own set of challenges. While regulatory clarity has spurred investment in digital onboarding, the complexity of cross-border compliance and legacy system integration remains a hurdle. Operational agility is the second most pressing challenge for 31% of EMEA banks, underscoring the need for flexible, scalable technology solutions.
Key trends in EMEA onboarding transformation include:
Case studies from the region, such as the transformation of OSB Group in the UK, highlight the impact of these strategies: onboarding times reduced to under 10 minutes, 90% straight-through processing, and a 360-degree customer view enabling proactive service.
North American banks are accelerating their digital transformation, but face distinct challenges. Only 60% report having a clearly articulated transformation strategy, and just 42% believe they are ahead of direct competitors in digital product and service offerings. The region’s regulatory environment is less prescriptive than EMEA’s, particularly regarding open banking, leading to a patchwork of approaches and slower adoption of some innovations.
Operational agility is a key concern for 30% of North American banks, and the lack of a unified strategy can hinder progress. However, the region is seeing a surge in transformational leaders—banks that are proactively adopting new technologies and rethinking their onboarding journeys to meet rising customer expectations.
North American banks are:
The competitive landscape, shaped by fintech disruptors and evolving customer demands, is pushing North American banks to close the digital gap and deliver onboarding experiences that rival those of global leaders.
Despite regional differences, several themes unite leading banks across APAC, EMEA, and North America:
The modernization of client onboarding in commercial banking is a global movement shaped by local realities. APAC’s innovation, EMEA’s regulatory leadership, and North America’s strategic focus each offer valuable lessons. By understanding and adapting to these regional dynamics, banks can craft onboarding strategies that not only meet compliance requirements but also deliver differentiated, customer-centric experiences—turning a historic pain point into a powerful engine for growth.
Ready to benchmark your onboarding transformation or tailor your strategy to your region? Connect with Publicis Sapient to lead the next wave of digital banking innovation.