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Intelligent banks do more with less: Take an efficiency leap with frictionless, personalised 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 optimising operational efficiency.
  • Most retail banks have significant work ahead of them in developing their technology and data estate to realise 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 centre 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 centre.

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Meet our experts

Nilesh Vaidya

Global Head of Banking and Capital Markets practice

Ashvin Parmar

Global Head of FS Generative AI CoE

Carlos Salta

EVP, Head of Banking and Capital Markets 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


Arun Mehta

Arun Mehta

Head of Data Analytics and AI

First Abu Dhabi Bank

Steven Cooper

Steven Cooper


Aldermore Bank

Vincent Kolijn

Vincent Kolijn

Head of Strategy and Transformation, Retail Bank


Rafael Cavalcanti

Rafael Cavalcanti

Head of Data, Analytics, and AI

Banco Bradesco

Frederic Tardy

Frederic Tardy

General Manager, FSI


Greg Jacobi

Greg Jacobi

VP & GM, Banking and Lending


Cormac Flanagan

Cormac Flanagan

Global Head of Product Management


Gurbhej Dhillon

Gurbhej Dhillon





Technovision 2023