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WORLD RETAIL BANKING REPORT 2024

Intelligent banks do more with less: Take an efficiency leap with frictionless, personalized banking

In 2024, retail banks worldwide face a volatile and uncertain landscape: navigating this complex terrain will be challenging and require intelligent solutions to help maintain profitability while delivering superior customer experience.

Findings in the World Retail Banking Report 2024, the 20th anniversary edition – which reflect the views of 250 senior banking executives, 1,500 banking employees, and 4,500 retail banking customers – include the following:

  • Despite significant business challenges and the need for cost discipline, banks will continue to invest in digital transformation, focusing strongly on AI and generative AI.
  • As AI applications multiply, scalable benefits will require balancing customer experience enhancements and optimizing operational efficiency.
  • Most retail banks have significant work ahead of them in developing their technology and data estate to realize the full value of their intelligent transformation.

Key Highlights

Highlight 1

Key features of generative AI copilot that unlock untapped workforce potential

Generative AI introduces the copilot era, enhancing workforce efficiency by seamlessly collaborating with human operators and offering insights, recommendations, and adaptive assistance. The bank employees we surveyed identified the following critical copilot elements that could increase their productivity.

As banking agents struggle with daily tasks, customer engagement dips

Only 9% of a bank’s customer onboarding team time is allocated to customer interaction, and a substantial portion of that time concerns addressing process-related questions. Contact center employees dedicate 82% of their time with customers to operational and support tasks, instead of focusing more productively on customer needs and sales.

Most banks lack readiness for generative AI-led intelligent banking

Banks face several impediments in adopting enterprise-wide AI due to legacy systems and incompatible processes. Most banks are unprepared for intelligent banking driven by generative AI, lacking business, technology, and data readiness.

Banks are lagging in developing KPIs to gauge generative AI performance

Assessing the impact of generative AI is crucial for banks across numerous aspects of strategy and performance. Understanding impact helps evaluate AI systems and ensures they align with the bank’s objectives and benchmarks. Despite its importance, many banks are lagging in implementing effective KPIs for monitoring generative AI impact.

Client story

BNP Paribas: Inventing tomorrow's bank through innovation

Powering up a dedicated in-house innovation and acceleration center.

    Unleashing the potential of omnichannel service: a real-world case

    Discover how a leading Financial Services firm revolutionized their customer experience with next-gen technology.

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      Meet our experts

      Nilesh Vaidya

      Global Industry Head – Retail Banking & Wealth Management

      Ashvin Parmar

      FSI Leader

      Carlos Salta

      Head of Banking and Diversified Financials Practice

      Nathan Summers

      Global Head for Capgemini Invent

      Stephen Dury

      Global Retail Banking Lead

      Olivier Legrois

      Director of Banking Practice

      Elias Ghanem

      Global Head of Capgemini Research Institute for Financial Services

      Vivek Singh

      Head of Banking and Capital Markets, Capgemini Research Institute for FS

      Executive Steering Committee

      Pierre Ruhlmann

      Pierre Ruhlmann

      COO, Retail Banking

      BNP Paribas

      Sweta Mehra

      Sweta Mehra

      MD, Everyday Banking

      ANZ

      Arun Mehta

      Arun Mehta

      Head of Data Analytics and AI

      First Abu Dhabi Bank

      Steven Cooper

      Steven Cooper

      CEO

      Aldermore Bank

      Vincent Kolijn

      Vincent Kolijn

      Head of Strategy and Transformation, Retail Bank

      Rabobank

      Rafael Cavalcanti

      Rafael Cavalcanti

      Head of Data, Analytics, and AI

      Banco Bradesco

      Frederic Tardy

      Frederic Tardy

      General Manager, FSI

      Microsoft

      Greg Jacobi

      Greg Jacobi

      VP & GM, Banking and Lending

      Salesforce

      Cormac Flanagan

      Cormac Flanagan

      Global Head of Product Management

      Temenos

      Gurbhej Dhillon

      Gurbhej Dhillon

      CTO

      Flutterwave