{"id":869968,"date":"2025-03-11T07:45:40","date_gmt":"2025-03-11T07:45:40","guid":{"rendered":"https:\/\/www.capgemini.com\/be-en\/?post_type=press-release&#038;p=869968"},"modified":"2025-03-11T07:45:42","modified_gmt":"2025-03-11T07:45:42","slug":"retail-banks-face-a-loyalty-crunch-as-card-experience-leaves-customers-underwhelmed","status":"publish","type":"press-release","link":"https:\/\/www.capgemini.com\/be-en\/news\/press-releases\/retail-banks-face-a-loyalty-crunch-as-card-experience-leaves-customers-underwhelmed\/","title":{"rendered":"Retail banks face a loyalty crunch as card experience leaves customers underwhelmed"},"content":{"rendered":"\t\t<div class=\"wp-block-cg-blocks-hero-press-release\">\n\t\t\t<header class=\"header-hero-press-release\" role=\"main\" id=\"main-content-press-release\">\n\t\t\t\t<div class=\"container\">\n\t\t\t\t\t<div class=\"hero-press-release\">\n\t\t\t\t\t\t<div class=\"hero-press-release-content-wrapper\">\n\t\t\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t\t\t<div class=\"col-12\">\n\t\t\t\t\t\t\t\t\t<div class=\"header-title\">\n\t\t\t\t\t\t\t\t\t\t<h1>\n\t\t\t\t\t\t\t\t\t\t\tRetail banks face a loyalty crunch as card experience leaves customers underwhelmed\t\t\t\t\t\t\t\t\t\t<\/h1>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"header-description\">\n\t\t\t\t\t\t\t\t\t\t<p><\/p>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"header-date\">\n\t\t\t\t\t\t\t\t\t\t<span>Mar 11, 2025<\/span>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"hero-press-release-downloads\">\n\t\t\t\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"col-12 col-md-6 col-lg-3\">\n\t\t\t\t\t\t\t\t\t\t\t<a class=\"download-item\" type=\"download\" href=\"https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/sites\/14\/2025\/03\/03_11_World-Retail-Banking-Report-Press-Release.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"Opens in a new window\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"download-icon\"><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"download-details\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"download-title\">Download press release<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"download-props\">135 KB  pdf<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/header>\n\t\t<\/div>\n\t\t\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?=http:\/\/capgeminiucwe.develop\/?post_type=press-release&amp;p=179\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?=http:\/\/capgeminiucwe.develop\/?post_type=press-release&amp;p=179\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?=http:\/\/capgeminiucwe.develop\/?post_type=press-release&amp;p=179\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n<ul class=\"wp-block-list\">\n<li><em>Only 26% of customers are satisfied with their cards experience<\/em> <\/li>\n\n\n\n<li><em>Nearly one-in-two prospective customers abandon onboarding due to a poor experience<\/em><\/li>\n\n\n\n<li><em>86% of executives plan to prioritize omnichannel experiences over the next 12 months to improve customer experience and build loyalty<br><\/em><\/li>\n<\/ul>\n\n\n\n<p><strong>Paris, March 11, 2025 \u2013 <\/strong><strong>T<\/strong><strong>he <\/strong><a href=\"http:\/\/www.capgemini.com\"><strong>Capgemini<\/strong><\/a><strong> Research Institute\u2019s<\/strong> <a href=\"https:\/\/www.capgemini.com\/insights\/research-library\/world-retail-banking-report\/?utm_source=press%20release&amp;utm_medium=PR&amp;utm_campaign=World%20report&amp;utm_cre=&amp;utm_id=2025JAN27\"><strong>World Retail Banking Report 2025<\/strong><\/a><strong>, published today, reveals a critical shortcoming in how retail banks appeal to the demands of digital-native, urban clients between the ages of 18-45. According to the report, while 73% of these credit card customers are motivated primarily by access to exclusive experiences, rewards and cashback offers, three-quarters (74%) are currently indifferent or outright dissatisfied with their card experience.<\/strong><\/p>\n\n\n\n<p><strong>Cardholders seek personalized experiences, but banks struggle to differentiate<\/strong><\/p>\n\n\n\n<p>The banking landscape is undergoing significant disruption driven by the rise of contactless and remote payment options. Seamless and instant account-to-account (A2A) payments are at the forefront of this shift, with payment executives suggesting they could offset 15-25% of future card transaction volume growth<a href=\"#_ftn1\" id=\"_ftnref1\">[1]<\/a>.<\/p>\n\n\n\n<p>Today, cards are a full-fledged financial companion and often the only physical piece of the bank that consumers carry. In the report, most industry executives (88%) across the globe rank an expanding reward ecosystem as the most effective way of boosting customer engagement and essential for delighting customers. &nbsp;<\/p>\n\n\n\n<p>However, the research shows that not all rewards programs are translating into satisfied and loyal customers. Only 26% of cardholders are currently satisfied with their cards, 50% are indifferent, and 24% are outright dissatisfied. These results indicate that customer loyalty to their bank is likely to be low, and 74% of card customers are therefore a flight risk, with retail banks struggling to differentiate, despite access to extensive and robust data sources.<\/p>\n\n\n\n<p>Banks\u2019 marketing teams cite intense competition from new-age banks and other card providers (83%), ineffective messaging and value propositions (72%), insufficient customer insights (66%) and a complicated application process (34%) as their biggest challenges.<\/p>\n\n\n\n<p>\u201c<em>At a time where convenience and personalization dictate customer expectations, our research highlights the fragile state of cardholder satisfaction. Appealing to experience-driven urban consumers requires a culture reset that prioritizes customer centricity at every stage of the card journey \u2013 from awareness to onboarding to rewards<\/em>,\u201d said Gareth Wilson, Global Banking Industry Leader at Capgemini. \u201c<em>Contact centers represent the front line of engagement, shaping brand perceptions, yet they remain the industry\u2019s Achilles&#8217; heel. Banks have an opportunity to transform contact centers into intelligent engagement-focused hubs that \u201cwow\u201d customers.<\/em>\u201d<\/p>\n\n\n\n<p><strong>Cumbersome processes lead to friction across the onboarding journey &nbsp;<\/strong><\/p>\n\n\n\n<p>Banks are missing out on a significant portion of potential customers, and revenue, simply because the onboarding process fails to meet expectations. Globally, nearly half (47%) of prospective customers, who have selected their card of choice, abandon the application process midway through due to a poor experience.<\/p>\n\n\n\n<p>Meanwhile, only 3% of banks\u2019 marketing teams consider the customer onboarding process to be seamless. In the Americas, this figure is 6%, while in APAC it is 2%, and in Europe it is 1%. Some of the most considerable challenges they face include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>75% of customers often submit incomplete documentation, causing significant delays<\/li>\n\n\n\n<li>75% face delays in verifying customer identity<\/li>\n\n\n\n<li>61% are overwhelmed by the sheer volume of applications they receive due to the lack of automation<\/li>\n<\/ul>\n\n\n\n<p>Currently, less than a third (29%) of the data collection process during onboarding is fully automated using AI or generative AI (gen AI) technology. The potential for AI\/gen AI to alleviate these challenges is enormous with 41% of executives planning to prioritize digital onboarding and application processes.<\/p>\n\n\n\n<p><strong>Intelligent contact centers can set the foundation for loyalty<\/strong><\/p>\n\n\n\n<p>In the realm of customer service, contact centers are critical to shaping a brand\u2019s perception. However, the report finds only 24% of customers enjoy a satisfactory experience during interactions. Many urban, digital-first, card seekers cite long wait times, inconsistent communication and a disconnect between digital channels and branch representatives as the source of their frustration.<\/p>\n\n\n\n<p>Delivering a superior customer experience across all touchpoints and channels is essential for retail banks to serve the customer efficiently. This is substantiated by a majority (86 percent) of banking executives indicating plans to prioritize omnichannel experiences to boost client engagement over the next 12 months.<\/p>\n\n\n\n<p>By modernizing digital contact centers, banks can redefine their impact and handle high volumes of customer interactions, the report concludes, through:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Proactive outreach: 43% of customers contact agents to report lost or stolen cards, presenting an opportunity to use customer data to anticipate needs and deliver timely, relevant outreach.<\/li>\n\n\n\n<li>Real-time resolutions: 48% of customers seek help with card activation. Banks must be equipped with AI-driven self-service options to enable seamless updates and faster issue resolution across all channels.<\/li>\n\n\n\n<li>Sentiment-driven support: 65% of customers engage agents to dispute transactions. AI-powered sentiment analysis can interpret tone and intent to address dissatisfaction proactively and offer empathetic, tailored resolutions.<\/li>\n<\/ul>\n\n\n\n<p>To read the full report:&nbsp;<a href=\"https:\/\/www.capgemini.com\/insights\/research-library\/world-retail-banking-report\/?utm_source=press%20release&amp;utm_medium=PR&amp;utm_campaign=World%20report&amp;utm_cre=&amp;utm_id=2025JAN27\">Attract, engage, and delight: Spin the customer centricity flywheel<\/a>.<\/p>\n\n\n\n<p><strong>Report Methodology<\/strong><\/p>\n\n\n\n<p>For this report, the Capgemini Research Institute surveyed 200 senior retail banking executives, 700 marketing team members from banks and 8,000 urban digital-native customers aged 18-45. These primary research sources cover insights from 11 markets: Australia, Brazil, Canada, France, Germany, Hong Kong, the Netherlands, Singapore, Spain, the UK, and the United States.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p><a href=\"#_ftnref1\" id=\"_ftn1\">[1]<\/a> <a href=\"https:\/\/www.capgemini.com\/insights\/research-library\/world-payments-report\/\">World Payments Report 2025, Capgemini<\/a><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n<div class=\"wp-block-cg-blocks-cg-block-related-content\"><section class=\"relatedContentBlock\"><div class=\"container\"><div class=\"row\"><div class=\"content-title col-12 col-md-8\"><h2 class=\"related-content-heading\">Related news<\/h2><\/div><\/div><div class=\"row relatedContent\"><div class=\"col-lg-4 col-md-6 col-xs-12\">\n\t\t\t\t\t\t\t<div class=\"box\">\n\t\t\t\t\t\t\t\t<a aria-label=\"Read more about 85% of banks\u2019 corporate clients plan to engage with a non-bank financial institution within the next year as competition with private capital intensifies\" href=\"https:\/\/www.capgemini.com\/be-en\/news\/press-releases\/85-of-banks-corporate-clients-plan-to-engage-with-a-non-bank-financial-institution-within-the-next-year-as-competition-with-private-capital-intensifies\/\" class=\"anchorWrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"box-tag\"><span>Reports<\/span><\/span>\n\t\t\t\t\t\t\t\t\t<div class=\"box-title\"><h3 class=\"box-subtitle\">85% of banks\u2019 corporate clients plan to engage with a non-bank financial institution within the next year as competition with private capital intensifies<\/h3><\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"box-date\">\n\t\t\t\t\t\t\t\t\t\t<span>Mar 16, 2026<\/span>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"box-bottom\">\n\t\t\t\t\t\t\t\t\t\t&lt;a class=&quot;link-download&quot; href=&quot;https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/sites\/14\/2026\/03\/03_16_Capgemini_WCIBR-Press-Release.pdf&quot; aria-label=&quot;Download Press Release&quot; target=&quot;_blank&quot;  type=&quot;download&quot; title=&quot;Opens in a new window&quot;&gt;\n\t\t\t\t\t\t\t&lt;span&gt;Download press release&lt;\/span&gt;\n\t\t\t\t\t\t\t&lt;span&gt;181 KB PDF&lt;\/span&gt;\n\t\t\t\t\t\t&lt;\/a&gt;\n\t\t\t\t\t\t\t\t\t\t<a class=\"more\" aria-label=\"Read more about 85% of banks\u2019 corporate clients plan to engage with a non-bank financial institution within the next year as competition with private capital intensifies\" href=\"https:\/\/www.capgemini.com\/be-en\/news\/press-releases\/85-of-banks-corporate-clients-plan-to-engage-with-a-non-bank-financial-institution-within-the-next-year-as-competition-with-private-capital-intensifies\/\">Read more about<\/a>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div><div class=\"col-lg-4 col-md-6 col-xs-12\">\n\t\t\t\t\t\t\t<div class=\"box\">\n\t\t\t\t\t\t\t\t<a aria-label=\"Read more about In a shift from AI hype to AI realism, organizations are increasing their AI investmentswith a focus on long-term value\" href=\"https:\/\/www.capgemini.com\/be-en\/news\/press-releases\/in-a-shift-from-ai-hype-to-ai-realism-organizations-are-increasing-their-ai-investmentswith-a-focus-on-long-term-value\/\" class=\"anchorWrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"box-tag\"><span>Reports<\/span><\/span>\n\t\t\t\t\t\t\t\t\t<div class=\"box-title\"><h3 class=\"box-subtitle\">In a shift from AI hype to AI realism, organizations are increasing their AI investmentswith a focus on long-term value<\/h3><\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"box-date\">\n\t\t\t\t\t\t\t\t\t\t<span>Jan 15, 2026<\/span>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"box-bottom\">\n\t\t\t\t\t\t\t\t\t\t&lt;a class=&quot;link-download&quot; href=&quot;https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/sites\/14\/2026\/01\/01_15-Capgemini-AI-perspectives-and-AI-in-CXO-decision-making-press-release-ENG.pdf&quot; aria-label=&quot;Download Press Release&quot; target=&quot;_blank&quot;  type=&quot;download&quot; title=&quot;Opens in a new window&quot;&gt;\n\t\t\t\t\t\t\t&lt;span&gt;Download press release&lt;\/span&gt;\n\t\t\t\t\t\t\t&lt;span&gt;163 KB PDF&lt;\/span&gt;\n\t\t\t\t\t\t&lt;\/a&gt;\n\t\t\t\t\t\t\t\t\t\t<a class=\"more\" aria-label=\"Read more about In a shift from AI hype to AI realism, organizations are increasing their AI investmentswith a focus on long-term value\" href=\"https:\/\/www.capgemini.com\/be-en\/news\/press-releases\/in-a-shift-from-ai-hype-to-ai-realism-organizations-are-increasing-their-ai-investmentswith-a-focus-on-long-term-value\/\">Read more about<\/a>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div><div class=\"col-lg-4 col-md-6 col-xs-12\">\n\t\t\t\t\t\t\t<div class=\"box\">\n\t\t\t\t\t\t\t\t<a aria-label=\"Read more about Consumers are balancing spending on essentials with small indulgences that provide an emotional boost\" href=\"https:\/\/www.capgemini.com\/be-en\/news\/press-releases\/consumers-are-balancing-spending-on-essentials-with-small-indulgences-that-provide-an-emotional-boost\/\" class=\"anchorWrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"box-tag\"><span>Reports<\/span><\/span>\n\t\t\t\t\t\t\t\t\t<div class=\"box-title\"><h3 class=\"box-subtitle\">Consumers are balancing spending on essentials with small indulgences that provide an emotional boost<\/h3><\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"box-date\">\n\t\t\t\t\t\t\t\t\t\t<span>Jan 6, 2026<\/span>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"box-bottom\">\n\t\t\t\t\t\t\t\t\t\t&lt;a class=&quot;link-download&quot; href=&quot;https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/01\/01_06_Capgemini-news-alert_Consumer-Trends-report-1.pdf&quot; aria-label=&quot;Download Press Release&quot; target=&quot;_blank&quot;  type=&quot;download&quot; title=&quot;Opens in a new window&quot;&gt;\n\t\t\t\t\t\t\t&lt;span&gt;Download press release&lt;\/span&gt;\n\t\t\t\t\t\t\t&lt;span&gt;145 KB PDF&lt;\/span&gt;\n\t\t\t\t\t\t&lt;\/a&gt;\n\t\t\t\t\t\t\t\t\t\t<a class=\"more\" aria-label=\"Read more about Consumers are balancing spending on essentials with small indulgences that provide an emotional boost\" href=\"https:\/\/www.capgemini.com\/be-en\/news\/press-releases\/consumers-are-balancing-spending-on-essentials-with-small-indulgences-that-provide-an-emotional-boost\/\">Read more about<\/a>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div><\/div><\/div><\/section><\/div>","protected":false},"excerpt":{"rendered":"","protected":false},"author":208,"featured_media":0,"template":"","meta":{"cg_dt_proposed_to":[],"_eb_attr":"","cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"The Capgemini Research Institute\u2019s World Retail Banking Report 2025, published today, reveals a critical shortcoming in how retail banks appeal to the demands of digital-native, urban clients between the ages of 18-45.","cg_dg_source_changed":true,"cg_dt_link_disabled":false,"footnotes":"","related_resource_url":"https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/sites\/14\/2025\/03\/03_11_World-Retail-Banking-Report-Press-Release.pdf","related_resource_id":869969,"related_resource_size":"135 KB","related_resource_type":"pdf","cg_author":0,"featured_focal_points":""},"tags":[],"press-release-type":[56],"brand":[],"class_list":["post-869968","press-release","type-press-release","status-publish","hentry","press-release-type-reports"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Retail banks face a loyalty crunch as card experience leaves customers underwhelmed - Capgemini Belgium<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.capgemini.com\/be-en\/news\/press-releases\/retail-banks-face-a-loyalty-crunch-as-card-experience-leaves-customers-underwhelmed\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Retail banks face a loyalty crunch as card experience leaves customers underwhelmed\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.capgemini.com\/be-en\/news\/press-releases\/retail-banks-face-a-loyalty-crunch-as-card-experience-leaves-customers-underwhelmed\/\" \/>\n<meta property=\"og:site_name\" content=\"Capgemini Belgium\" \/>\n<meta property=\"article:modified_time\" content=\"2025-03-11T07:45:42+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/sites\/14\/2025\/10\/New-Web-preview-global.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"627\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.capgemini.com\/be-en\/news\/press-releases\/retail-banks-face-a-loyalty-crunch-as-card-experience-leaves-customers-underwhelmed\/\",\"url\":\"https:\/\/www.capgemini.com\/be-en\/news\/press-releases\/retail-banks-face-a-loyalty-crunch-as-card-experience-leaves-customers-underwhelmed\/\",\"name\":\"Retail banks face a loyalty crunch as card experience leaves customers underwhelmed - Capgemini Belgium\",\"isPartOf\":{\"@id\":\"https:\/\/www.capgemini.com\/be-en\/#website\"},\"datePublished\":\"2025-03-11T07:45:40+00:00\",\"dateModified\":\"2025-03-11T07:45:42+00:00\",\"breadcrumb\":{\"@id\":\"https:\/\/www.capgemini.com\/be-en\/news\/press-releases\/retail-banks-face-a-loyalty-crunch-as-card-experience-leaves-customers-underwhelmed\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.capgemini.com\/be-en\/news\/press-releases\/retail-banks-face-a-loyalty-crunch-as-card-experience-leaves-customers-underwhelmed\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.capgemini.com\/be-en\/news\/press-releases\/retail-banks-face-a-loyalty-crunch-as-card-experience-leaves-customers-underwhelmed\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Press Releases\",\"item\":\"https:\/\/www.capgemini.com\/be-en\/news\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Retail banks face a loyalty crunch as card experience leaves customers underwhelmed\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.capgemini.com\/be-en\/#website\",\"url\":\"https:\/\/www.capgemini.com\/be-en\/\",\"name\":\"Capgemini Belgium\",\"description\":\"Capgemini\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.capgemini.com\/be-en\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Retail banks face a loyalty crunch as card experience leaves customers underwhelmed - Capgemini Belgium","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.capgemini.com\/be-en\/news\/press-releases\/retail-banks-face-a-loyalty-crunch-as-card-experience-leaves-customers-underwhelmed\/","og_locale":"en_US","og_type":"article","og_title":"Retail banks face a loyalty crunch as card experience leaves customers underwhelmed","og_url":"https:\/\/www.capgemini.com\/be-en\/news\/press-releases\/retail-banks-face-a-loyalty-crunch-as-card-experience-leaves-customers-underwhelmed\/","og_site_name":"Capgemini Belgium","article_modified_time":"2025-03-11T07:45:42+00:00","og_image":[{"width":1200,"height":627,"url":"https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/sites\/14\/2025\/10\/New-Web-preview-global.jpg","type":"image\/jpeg"}],"twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.capgemini.com\/be-en\/news\/press-releases\/retail-banks-face-a-loyalty-crunch-as-card-experience-leaves-customers-underwhelmed\/","url":"https:\/\/www.capgemini.com\/be-en\/news\/press-releases\/retail-banks-face-a-loyalty-crunch-as-card-experience-leaves-customers-underwhelmed\/","name":"Retail banks face a loyalty crunch as card experience leaves customers underwhelmed - Capgemini Belgium","isPartOf":{"@id":"https:\/\/www.capgemini.com\/be-en\/#website"},"datePublished":"2025-03-11T07:45:40+00:00","dateModified":"2025-03-11T07:45:42+00:00","breadcrumb":{"@id":"https:\/\/www.capgemini.com\/be-en\/news\/press-releases\/retail-banks-face-a-loyalty-crunch-as-card-experience-leaves-customers-underwhelmed\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.capgemini.com\/be-en\/news\/press-releases\/retail-banks-face-a-loyalty-crunch-as-card-experience-leaves-customers-underwhelmed\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.capgemini.com\/be-en\/news\/press-releases\/retail-banks-face-a-loyalty-crunch-as-card-experience-leaves-customers-underwhelmed\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Press Releases","item":"https:\/\/www.capgemini.com\/be-en\/news\/"},{"@type":"ListItem","position":2,"name":"Retail banks face a loyalty crunch as card experience leaves customers underwhelmed"}]},{"@type":"WebSite","@id":"https:\/\/www.capgemini.com\/be-en\/#website","url":"https:\/\/www.capgemini.com\/be-en\/","name":"Capgemini Belgium","description":"Capgemini","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.capgemini.com\/be-en\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"}]}},"parsely":{"version":"1.1.0","canonical_url":"https:\/\/capgemini.com\/be-en\/news\/press-releases\/retail-banks-face-a-loyalty-crunch-as-card-experience-leaves-customers-underwhelmed\/","smart_links":{"inbound":0,"outbound":0},"traffic_boost_suggestions_count":0,"meta":{"@context":"https:\/\/schema.org","@type":"NewsArticle","headline":"Retail banks face a loyalty crunch as card experience leaves customers underwhelmed","url":"https:\/\/www.capgemini.com\/be-en\/news\/press-releases\/retail-banks-face-a-loyalty-crunch-as-card-experience-leaves-customers-underwhelmed\/","mainEntityOfPage":{"@type":"WebPage","@id":"https:\/\/www.capgemini.com\/be-en\/news\/press-releases\/retail-banks-face-a-loyalty-crunch-as-card-experience-leaves-customers-underwhelmed\/"},"thumbnailUrl":"","image":{"@type":"ImageObject","url":""},"articleSection":"Uncategorized","author":[],"creator":[],"publisher":{"@type":"Organization","name":"Capgemini Belgium","logo":""},"keywords":[],"dateCreated":"2025-03-11T07:45:40Z","datePublished":"2025-03-11T07:45:40Z","dateModified":"2025-03-11T07:45:42Z"},"rendered":"<meta name=\"parsely-title\" content=\"Retail banks face a loyalty crunch as card experience leaves customers underwhelmed\" \/>\n<meta name=\"parsely-link\" content=\"https:\/\/www.capgemini.com\/be-en\/news\/press-releases\/retail-banks-face-a-loyalty-crunch-as-card-experience-leaves-customers-underwhelmed\/\" \/>\n<meta name=\"parsely-type\" content=\"post\" \/>\n<meta name=\"parsely-pub-date\" content=\"2025-03-11T07:45:40Z\" \/>\n<meta name=\"parsely-section\" content=\"Uncategorized\" \/>","tracker_url":"https:\/\/cdn.parsely.com\/keys\/capgemini.com\/p.js"},"archive_status":false,"featured_image_src":"https:\/\/www.capgemini.com\/be-en\/wp-content\/themes\/capgemini2025\/assets\/images\/mockup.png","featured_image_alt":false,"distributor_meta":false,"distributor_terms":false,"distributor_media":false,"distributor_original_site_name":"Capgemini Belgium","distributor_original_site_url":"https:\/\/www.capgemini.com\/be-en","push-errors":false,"tag_names":[],"_links":{"self":[{"href":"https:\/\/www.capgemini.com\/be-en\/wp-json\/wp\/v2\/press-release\/869968","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.capgemini.com\/be-en\/wp-json\/wp\/v2\/press-release"}],"about":[{"href":"https:\/\/www.capgemini.com\/be-en\/wp-json\/wp\/v2\/types\/press-release"}],"author":[{"embeddable":true,"href":"https:\/\/www.capgemini.com\/be-en\/wp-json\/wp\/v2\/users\/208"}],"version-history":[{"count":1,"href":"https:\/\/www.capgemini.com\/be-en\/wp-json\/wp\/v2\/press-release\/869968\/revisions"}],"predecessor-version":[{"id":869970,"href":"https:\/\/www.capgemini.com\/be-en\/wp-json\/wp\/v2\/press-release\/869968\/revisions\/869970"}],"wp:attachment":[{"href":"https:\/\/www.capgemini.com\/be-en\/wp-json\/wp\/v2\/media?parent=869968"}],"wp:term":[{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.capgemini.com\/be-en\/wp-json\/wp\/v2\/tags?post=869968"},{"taxonomy":"press-release-type","embeddable":true,"href":"https:\/\/www.capgemini.com\/be-en\/wp-json\/wp\/v2\/press-release-type?post=869968"},{"taxonomy":"brand","embeddable":true,"href":"https:\/\/www.capgemini.com\/be-en\/wp-json\/wp\/v2\/brand?post=869968"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}