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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 stories

Streamlining customer and user experiences for a leading financial institution

Developing a new service experience review methodology that helped unlock opportunities to reduce costs and improve customer service.

    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 Head of Banking and Capital Markets

        Carlos Salta

        Global 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



        Shane Cassidy

        Executive Vice President, Financial Services; Insurance Business Unit Leader

        Adam Denninger

        Global Industry Leader, Insurance

        Samantha Chow

        Global Head, Life Insurance, Annuities, and Benefits Leader, Capgemini Financial Services

        Kiran Boosam

        Vice President, Global Insurance Industry Strategy and Portfolio Leader, Capgemini Financial Services

        Aruna Mahesh

        Insurance Consulting and Innovation Leader

        Stanislas de Roys

        Managing Director, Capgemini Invent

        Elias Ghanem

        Global Head of Capgemini Research Institute for Financial Services

        Luca Russignan

        Head of Insurance, Capgemini Research Institute for Financial Services