The bank-customer relationship is weakening. Stagnating global customer experience levels combined with an alarming increase in customers willing to leave their banks has increased the chance of customers using non-bank competitors. Retail banks need to make investments to improve customer experience, especially in middle and back offices which have historically been ignored and are essential to providing engaging digital services through faster processing times and reduction in errors.

Visit the World Retail Banking Report for a full picture of the report data and trends.