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Financial services


La participación del cliente: lo que los bancos pueden aprender del manual de las FinTech

Si bien los bancos tienen muchos datos para ofrecer estas experiencias, la mayoría va a la zaga de sus competidores FinTech y Big Tech. El desafío es que es difícil llegar allí desde donde se encuentran muchos bancos en la actualidad.

Aspectos destacados del Informe de banca minorista mundial de Capgemini y Qorus 2022:

  • Los bancos que satisfacen las expectativas de los clientes con experiencias personalizadas que son divertidas, atractivas y omnicanal pueden aumentar la adquisición, el compromiso y la lealtad y seguir el ritmo de los ágiles competidores Fintech.
  • Las instituciones establecidas deben invertir en grandes análisis de datos y soluciones de inteligencia artificial/aprendizaje automático para orquestar los viajes de los clientes omnicanal que brindan mensajes y ofertas relevantes basados en las necesidades y preferencias reales de sus clientes. -experiencia personalizada y automatizada para impulsar el crecimiento.

Key Highlights

Highlight 1

Create connected customer experiences

Customer expectations from their digital interactions are rising and banks are not keeping pace. Nearly half of respondents in our Voice of the Customer survey said their banking relationships were neither emotionally connected nor well-integrated into their lifestyles; 52% said banking was not ‘fun’. Many respondents also say their banks don’t offer the seamless experiences, value for the money and innovation they want from their digital relationships.

Modernize infrastructure to optimize data-driven growth

Structural challenges keep most banks from fully leveraging data-driven analytics to attract customers and grow relationships. In our executive survey, 95% said outdated legacy systems and core banking modules inhibit efforts to optimize data- and customer-centric growth strategies, while 80% agreed that underdeveloped data capabilities hinder customer lifecycle process improvements. For example, 82% said they have difficulties identifying new customer segments; 55% struggle to provide seamless onboarding experiences.

Accelerate platform learning and integration to compete

Ecosystem platforms are emerging as a promising way to fill capability holes or expand revenues, but banks are still learning the ins and outs of platform innovation. In our executive survey, 78% worried about cannibalizing products through ecosystem partners, while 72% struggled with preventing brand dilution. Maintaining ecosystem exclusivity for partners was cited as a challenge by 53% of respondents.


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Executive Steering Committee


Frédéric Chanfrau
EVP & CIO Commercial Bank, Payments & Salesforce Services
Citizens Bank

Michael Anseeuw
Executive Director, Retail Banking
BNP Paribas Fortis

Olivier Guillaumond
Global Head of Innovation Labs and Fintechs


Alexander Weber
Chief Growth Officer

Christopher Young
Director, Financial Services Industry Strategy

Sylwia Linden
Vice President, Marketing

Travers Clarke-Walker
Chief Commercial Officer
Thought Machine

Wilson D’Souza
Chief Technology Officer

Zac Maufe
Managing Director, Global Financial Services Solutions
Google Cloud


Helene Panzarino
Director, Centre for Digital Banking and Finance
The London Institute of Banking and Finance

David Reibstein
The William S. Woodside Professor and Professor of Marketing
The Wharton School, University of Pennsylvania

Raghuram Iyengar
Professor or Marketing, Faculty Director
Wharton Customer Analytics (WCA)

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