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World Retail Banking Report 2021: To create new value, banks can adopt Banking-as-a-Service to embed finance in consumer lifestyles

25 Mar 2021

“By overcoming outdated legacy mindsets and adopting Banking-as-a-Service, financial institutions will move beyond their core banking products, create new offerings, and provide their customers with personalised experiences,” says Anirban Bose, CEO of Capgemini’s Financial Services and Group Executive Board Member. “Banks must focus on how they can add value to their customers to retain and engage them. Through platformification and by leveraging data, banks can better cater to the needs of the modern customer as well as create new revenue streams.”

e than 86% of consumers saying they would share their data to gain a better, more personalised experience. Incumbents need to build digital capabilities to harvest these data ecosystems to create, retain, and increase value in the Banking 4.X era. Leading banks will keep customers at the heart of their transformation journey by tracking behaviors and sentiment through smart data analytics.

Banks, however, need to act quickly. Capgemini and Efma’s report found that 61% of firms lack a dedicated customer experience (CX) management team to define customer roadmaps. Banks can drastically improve their customer experience by deploying a digital CX layer and reimagining branches as experience centres, to offer consistent and secure omni-channel experience across all touchpoints.

Report Methodology

The World Retail Banking Report 2021 draws on insights from two primary sources – the Global Retail Banking Voice of the Customer Survey 2021, and the Retail Banking Executive Surveys and Interviews 2021. The report includes insights from 23 markets, over 8,500 banking customers and over 130 senior executives of leading banks and non-banking firms across regions. To view the report findings animated video, click here.

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About Capgemini
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organisation of 270,000 team members in nearly 50 countries. With its strong 50 year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2020 global revenues of €16 billion.
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About Efma

A global non-profit organisation established in 1971 by banks and insurance companies, Efma facilitates networking between decision-makers. It provides quality insights to help banks and insurance companies make the right decisions to foster innovation and drive their transformation. 120 financial groups in 133 countries are Efma members. Headquartered in Paris. Offices in London, Brussels, Andorra, Milan, Stockholm, Bratislava, Warsaw, Moscow, Istanbul, Beirut, Dubai, Tokyo, Singapore, Sydney and Montreal.
Learn more:

[1] Banking-as-a-Service (BaaS) platforms facilitate the creation and exchange of value by allowing banks to share their core capabilities and data with third parties as consumable APIs.

[2] APIs, which is the acronym commonly used for Application Programming Interfaces, are intermediaries that enables applications to interact with each other. The interfacing ability allows bank to share data and capabilities within an organisation as well as with third-parties external to organisations.

[3] Neobanks are financial technology firms that offer internet-only financial services and lack physical branches.

[4] Banking 4.X is an experience-driven platform-based optimum-channel banking, resilient to financial and non-financial threats, built around long-term sustainable growth, and where human interactions evolve from servicing to advising.