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Capgemini_THE-WORLD-RETAIL-BANKING-REPORT-2022
Financial services

WORLD RETAIL BANKING REPORT 2022

The customer engagement imperative: What banks can learn from the FinTech playbook

While banks have plenty of data to deliver these experiences, most lag their FinTech and Big Tech competitors. The challenge is that it’s hard to get there from where many banks are today.

Highlights from the Capgemini and Qorus World Retail Banking Report 2022:

  • Banks that meet changing customer expectations with personalized experiences that are fun, engaging and omnichannel can increase acquisition, engagement and loyalty and keep pace with agile Fintech competitors.
  • Incumbent institutions should invest in big data analytics and AI/ML solutions to orchestrate omnichannel customers’ journeys that provide relevant messages and offers based on their customers’ real needs and preferences.
  • CMOs have become customer strategists, using data-driven insights to design hyper-personalized, automated experience to drive growth.

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.

connected-customer-experience
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 In our executive survey, 95% said outdated legacy systems and core banking modules inhibit efforts to optimize data- and customer-centric growth strategies, while 80% agreed that underdeveloped data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.

data-driven-growth
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.

accelerate-platform-learning

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Meet our experts

Nilesh Vaidya

Global Industry Head – Retail Banking & Wealth Management

Chandramouli Venkatesan

Vice President – Portfolio Development Lead – Digital Front Office Transformations | Banking and Capital Markets
Chandra leads the Front Office transformation portfolio (marketing, sales and customer service) and serves banking and capital markets clients. He focuses his work on customer experience and helping financial institutions transform marketing, sales and customer service into more customer-centric organizations with an emphasis on experience strategy design, technology and data. Chandra has deep experience driving CX transformation for retail banks, payments companies, wealth management and capital markets firms.

Sankar Krishnan

Executive Vice President, Strategy & Corporate Development, Capgemini Financial Services

Gareth Wilson

Executive Vice President – Head of UK Banking and Capital Markets

Arindam Choudhury

Vice President, Banking & Capital Markets Head, Financial Services Insights & Data

Elias Ghanem

Global Head of Capgemini Research Institute for Financial Services
Elias is responsible for Capgemini’s global portfolio of financial services thought leadership. He has more than 20 years of experience in FS, focusing on effective collaboration between banks and the startup ecosystem

    Executive Steering Committee

    BANKS

    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
    ING

    FINTECHS AND TECHNOLOGY PARTNERS

    Alexander Weber
    Chief Growth Officer
    N26

    Christopher Young
    Director, Financial Services Industry Strategy
    Adobe

    Sylwia Linden
    Vice President, Marketing
    Tink

    Travers Clarke-Walker
    Chief Commercial Officer
    Thought Machine

    Wilson D’Souza
    Chief Technology Officer
    Akoya

    Zac Maufe
    Managing Director, Global Financial Services Solutions
    Google Cloud

    SUBJECT MATTER EXPERTS

    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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